Trust-building through Social Media Communications in Disaster Management

Busà, María Grazia; Musacchio, Maria Teresa; Finan, Shane; Fennell, Cilian

doi:10.1145/2740908.2741724

Cited by 25 publications

(7 citation statements)

References 19 publications

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“…It is important to outline that this trust‐building is based on a process of “sharing.” In communications between citizens via social media, not only information but also emotions are shared (e.g., Rodriguez Hidalgo, Tan, & Verlegh, ), which contribute to the development of shared narratives and, hence, collective identity. Further, trust relationships are developed through strong bi‐directional communications that lead to gradual reduction in tension between citizens and authorities (Busà, Musacchio, Finan, & Fennel, ), though there is little research into whether such functions may also be ascribed to mobile phone apps that are specifically designed for disaster communication. For example, when studying the effectiveness of mobile text alerts in emergency situations, Wong and colleagues found that text messages sent out by a trusted source were seen by participating citizens to be not enough but need to be embedded in a system that allows bi‐directional communication (Wong, Jones, & Rubin, ).…”

Section: “Disaster Apps” and Trust In Authoritiesmentioning

confidence: 99%

Truth, trust, and civic duty: Cultural factors in citizens' perceptions of mobile phone apps and social media in disasters

Appleby-Arnold

Brockdorff

Fallou

et al. 2019

Contingencies & Crisis Mgmt

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This study investigates how citizens perceive the role of mobile phone apps specifically designed for disaster communication, and how these perceptions may differ from perceived roles and functions of social media in disaster-related tasks/situations. Focusing on trust in authorities and technology use, results suggest that social media use not only fosters trust via shared narratives and collective sense-making but may also improve trust relationships through local authorities assuming the function of a trustworthy information provider. In disaster apps usage, trust between citizens and authorities is generated through perceptions of shared responsibility rather than shared narratives. Apps were seen as mechanisms that reveal authorities' general willingness to share control, which may help overcome citizens' perceptions that they are distrusted by authorities. K E Y W O R D Scitizen summits, culture, disaster communications, mobile phone apps, social media, trust

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Section: “Disaster Apps” and Trust In Authoritiesmentioning

confidence: 99%

Truth, trust, and civic duty: Cultural factors in citizens' perceptions of mobile phone apps and social media in disasters

Appleby-Arnold

Brockdorff

Fallou

et al. 2019

Contingencies & Crisis Mgmt

View full text Add to dashboard Cite

show abstract

“…At the same time, some Romanian participants appeared to assume some of the responsibility themselves by acknowledging that the authorities can only act effectively when they have citizens’ trust. Implementation of social media applications for disaster communication may thus take advantage of the previous finding that strong bidirectional communications generally leads to a gradual reduction in tension between citizens and authorities (Busà et al, 2015), yet it also ‘bridges’ the gap between distrust in authorities as personal experience and trusting behaviour as a cultural norm.…”

Section: Discussionmentioning

confidence: 99%

Disaster preparedness and cultural factors: a comparative study in Romania and Malta

et al. 2020

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This exploratory study investigates the relationships between the disaster preparedness of citizens and cultural factors in Romania and Malta. With regard to methodology, quantitative and qualitative data were collected during two Citizen Summits, which consisted of a real‐time survey and focus group discussions. The results point to two specific cultural factors that may bridge this ‘gap’ and be operationalised to enhance people's readiness for a disaster event. In Malta, the findings reveal how community cohesion is altered from a personal to a cultural value, which has the potential to encourage the transformation of preparedness intentions into actual preparedness behaviour. In Romania, meanwhile, the findings highlight the ambivalent aspects of trusting behaviour as a cultural norm on the one hand, and distrust in authorities based on experience and unmet expectations on the other hand. Social media use may reduce this tension between trust and distrust, and thus foster successful disaster risk‐related communication.

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“…To the best of our knowledge, this is the first study investigating how Alerting Authorities in the US (as part of broader critical infrastructure) implement measures to cater for trustworthy Webbased communication and service provision. Previous research on trust in online emergency service provision mainly focuses on form and content and its relation to the perception of trustworthiness [17,29,46], conception of trustworthy emergency communication and collaboration systems [18,69] or simply best practices in building trust [10,58]. Although previous research has already highlighted how knowing who is behind an online emergency service impacts the trustworthiness of their respective services [29,58,70], we observe a research gap when it comes to evaluating the measures at one's disposal to reach this goal.…”

Section: Related Workmentioning

confidence: 99%

Security of Alerting Authorities in the WWW: Measuring Namespaces, DNSSEC, and Web PKI

Tehrani

Osterweil

Schiller

et al. 2021

Proceedings of the Web Conference 2021

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During disasters, crisis, and emergencies the public relies on online services provided by official authorities to receive timely alerts, trustworthy information, and access to relief programs. It is therefore crucial for the authorities to reduce risks when accessing their online services. This includes catering to secure identification of service, secure resolution of name to network service, and content security and privacy as a minimum base for trustworthy communication.In this paper, we take a first look at Alerting Authorities (AA) in the US and investigate security measures related to trustworthy and secure communication. We study the domain namespace structure, DNSSEC penetration, and web certificates. We introduce an integrative threat model to better understand whether and how the online presence and services of AAs are harmed. As an illustrative example, we investigate 1,388 Alerting Authorities. We observe partial heightened security relative to the global Internet trends, yet find cause for concern as about 78% of service providers fail to deploy measures of trustworthy service provision. Our analysis shows two major shortcomings. First, how the DNS ecosystem is leveraged: about 50% of organizations do not own their dedicated domain names and are dependent on others, 55% opt for unrestricted-use namespaces, which simplifies phishing, and less than 4% of unique AA domain names are secured by DNSSEC, which can lead to DNS poisoning and possibly to certificate misissuance. Second, how Web PKI certificates are utilized: 15% of all hosts provide none or invalid certificates, thus cannot cater to confidentiality and data integrity, 64% of the hosts provide domain validation certification that lack any identity information, and shared certificates have gained on popularity, which leads to fate-sharing and can be a cause for instability. CCS CONCEPTS• Security and privacy → Web application security; Domainspecific security and privacy architectures.This paper is published under the Creative Commons Attribution 4.0 International (CC-BY 4.0) license. Authors reserve their rights to disseminate the work on their personal and corporate Web sites with the appropriate attribution.

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Trust-building through Social Media Communications in Disaster Management

Cited by 25 publications

References 19 publications

Truth, trust, and civic duty: Cultural factors in citizens' perceptions of mobile phone apps and social media in disasters

Truth, trust, and civic duty: Cultural factors in citizens' perceptions of mobile phone apps and social media in disasters

Disaster preparedness and cultural factors: a comparative study in Romania and Malta

Security of Alerting Authorities in the WWW: Measuring Namespaces, DNSSEC, and Web PKI

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