Social Media Use in Crisis Communication Management: An Opportunity for Local Communities?

Medina, Rocío Zamora; Díaz, José Carlos Losada

doi:10.1007/978-3-319-17722-9_17

Cited by 15 publications

(11 citation statements)

References 22 publications

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“…Social media platforms enable the creation of "distributed democracy efforts" and "digital neighborhoods," where active citizens assume certain government responsibilities and tasks to solve a communal problem or improve a local community (Mergel 2012). This behavior extends to Twitter when public institutions remain silent during a crisis, forcing consumers to seek out and share news and information (Medina and Diaz 2016). As seen in the "Do the right thing" cluster, consumers actively served as amateur sleuths, scouring the internet and collaborating globally to identify perpetrators of violent acts when they perceived inactivity by the Charlottesville police department.…”

Section: Daymentioning

confidence: 99%

Sound and Fury: Digital Vigilantism as a Form of Consumer Voice

Legocki¹,

Walker²,

Kiesler³

2020

Journal of Public Policy & Marketing

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The authors examine consumer activism as a form of power used by individuals when they experience a perceived failure with organizational service performance. Consumer citizens demonstrate the power of their voices through digital vigilantism consisting of injurious and constructive digital content sharing. The authors use agency theory and power concepts to study an instance in which a public service provider breached consumer performance expectations. They study digital responses to the 2017 Charlottesville Unite the Right rally because an independent review found the public service providers culpable. Tweets (n = 73,649) were analyzed utilizing qualitative thematic coding, cluster analysis, and sentiment analysis. Consumer conversations (tweets) during and after the rally yielded five types of digital vigilantism characterized by the following consumer voice clusters: “Shame on them!”, “Hear ye, hear ye…”, “Can you believe this?”, “Let’s get ‘em!”, and “Do the right thing.” The authors also present a new facet of digital vigilantism represented by the pessimistic and optimistic power of consumer voice. Several proactive and reactive responses are presented for policy and practice when responding to digital vigilantism.

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Section: Daymentioning

confidence: 99%

Sound and Fury: Digital Vigilantism as a Form of Consumer Voice

Legocki¹,

Walker²,

Kiesler³

2020

Journal of Public Policy & Marketing

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“…A korábban elképzelhetetlen mobilizációs kapacitásával a közösségi média sokkal szélesebb perspektívát kínál a közszféra intézményei számára kommunikáció terén helyi szinten is, ugyanakkor alkalmazása új kockázatokat és kihívásokat is jelent. Például a közösségi média minden, a helyi önkormányzattal szemben támasztott igényt, panaszt vagy eseményt felnagyíthat és pillanatok alatt emberek tömegeihez juttathat el, ami rombolhatja az adott település, önkormányzat megítélését (Medina-Diaz 2016).…”

Section: Elméleti Alapokunclassified

Önkormányzati kommunikáció a COVID-19 világjárvány okozta krízishelyzetben

Baranyai,

Barsi,

Nárai

2021

ScientSec

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Összefoglaló. A COVID–19-járvány kezelésében az önkormányzatok kiemelkedő szerepet kaptak. Tanulmányunkban azt kívánjuk bemutatni, hogy ebben a krízishelyzetben, a járvány magyarországi három hulláma során az önkormányzatok milyen módon kommunikáltak különböző online felületeken (települési honlapok, települési és polgármesteri Facebook-oldalak) a lakossággal. A változó járványhelyzet, a reagálás gyorsaságának szükségessége felhívta a figyelmet arra, hogy milyen fontos az önkormányzatok és a lakosok közötti kommunikáció, illetve az új kommunikációs csatornák alkalmazása. A településtípusok között nem mutatkozott nagy különbség a kommunikáció mikéntjére, jellegzetességeire vonatkozóan, bár a feladatmennyiséget tekintve nyilván más-más kihívásokkal kellett az eltérő méretű önkormányzatoknak szembenézniük. Summary. Local governments had a key and prominent role in tackling COVID-19 pandemic. Their task was to take short-term measures quickly, to organize protection and care for those in need. The main objective of our paper is to present, how local governments communicated with their inhabitants on various online interfaces in this crisis situation. Our analysis covers 54 settlements representing all the different levels of the settlement network from large cities to small villages. We examined the webpages and Facebook pages of local governments and mayors, firstly during the first wave, then during the second and the third waves of the pandemic. Recognizing their responsibility, local governments clearly tried to provide all the information to the inhabitants as quickly as possible. They considered the online interfaces the most effective, but the online communication had typically been complemented by information published on more traditional channels as well. There were no significant difference in terms of the way and characteristics of communication among the different types of settlements, although local governments of different sizes obviously had to face different challenges in terms of the amount of tasks they had to tackle. The communication process was a very difficult task because of the lack of information and the not entirely transparent data provision. Even on the Facebook pages especially suitable for this purpose, interactivity rumbled, and in many cases the questions and suggestions of the inhabitants remained unanswered. It is instructive that, with few exceptions, local authorities do not place emphasis on surveying local needs and opinions. The full range of measures and contact with the public cannot be evaluated from local governmental online communication, but it can be said that the publication of information has changed thematically and has significantly declined in volume and frequency since the first month of the epidemic in March 2020. There were local governments that performed excellently in online communication, i.e. they published regular and relevant information, but there were also some (mainly small settlements) that did not use these channels at all or after a while. The latter may be explained by the fact that the population of the settlement – due to its age composition or the characteristics of Internet use – can be effectively informed mainly through other, traditional channels. There is little doubt that the lack of information available to local governments, declining local empowerment, and growing central management in epidemic management may also have resulted in less and less communication at the local level.

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“…2012 Madrid Arena tragedy Discusses opportunities for social media to support local communities using the Crisis Communication Management theory. Medina & Diaz (2016) 2013 Colorado flood Highlights the blending of online and offline expertise to evacuate horses from an isolated ranch.…”

Section: Helsloot and Groenendaal (2013) 2011 Egyptian Uprisingmentioning

confidence: 99%

Social Media in Crisis Management: An Evaluation and Analysis of Crisis Informatics Research

Reuter

Hughes

Kaufhold

2018

International Journal of Human–Computer Interaction

166

142

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Since the terrorist attacks of 9/11, the use of social media in emergency and crisis events has greatly increased and many studies have concentrated on the use of ICT and social media before, during, or after these events. The field of research that these studies fall under is called crisis informatics. In this article, we evaluate and analyze crisis informatics research by looking at case studies of social media use in emergencies, outlining the types of research found in crisis informatics, and expounding upon the forms of interaction that have been researched. Finally, we summarize the achievements from a humancomputer interaction perspective and outline trends and challenges for future research.

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Social Media Use in Crisis Communication Management: An Opportunity for Local Communities?

Cited by 15 publications

References 22 publications

Sound and Fury: Digital Vigilantism as a Form of Consumer Voice

Sound and Fury: Digital Vigilantism as a Form of Consumer Voice

Önkormányzati kommunikáció a COVID-19 világjárvány okozta krízishelyzetben

Social Media in Crisis Management: An Evaluation and Analysis of Crisis Informatics Research

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