CSR communication in social media – case study Grupy Azoty ZAK S.A.

Purpose: Communication is a vital tool in the process of building and shaping social relations, which affects the image and reputation of companies, including chemical companies. Communication, carried out in various ways, is a complex and dynamic process. In the context of social relations, communication is the basic tool and way of transmitting and receiving information. The aim of the conducted research was to evaluate the existing communication system in selected social media channels implemented by a chemical company in the context of corporate social responsibility. The article presents the communication processes in Grupa Azoty as a case study in social media in correlation with social responsibility activities. Design/Methodology/Approach: The article applies a case study of Grupa Azoty ZAK S.A., along with the analysis of statistics collected from selected communication channels of Grupa Azoty ZAK S.A. In addition, direct interviews were conducted with employees of the organizational unit supervising communication processes to supplement the analysis. Findings: The interpretation of the indicators described for the purposes of this article proves, among other things, that there is a mutual dependence between CSR activities and communication in social media. The research showed that CSR posts are among the most popular publications, and the analysis of the characteristics of post themes shows the audience's interest in multimedia-based CSR-related posts. Furthermore, the research proves that CSR communication depends on the geopolitical situation, current topics arousing the greatest interest among the general public, and the world situation. Research Limitations/Implications: The analysis is based on a single case study. Practical Implications: Those responsible for communication in the organization should be aware of the needs and expectations of the local community, which affect the level of interest in the publication's topics, translating into a positive image of the company involved in activities that are very important from the point of view of the local community. Social Implications: Shaping social attitudes, building relationships that affect the image of a chemical company in social media is, therefore, an important and significant tool in broad and complex communication processes. Constant monitoring of statistical indicators of message recipients is a necessary activity to draw conclusions and recommendations for future actions. Companies can assess which communication channels to develop to adapt to global trends, how to attract new recipients, and how to build identity with the brand. Originality/Value: The presented research results concern the communication processes carried out in social media in the context of corporate social responsibility - a topic that is not widely studied.