Emergency Management, Twitter, and Social Media Evangelism

Mark Latonero · Irina Shklovski

192 citations0/0 files storedInternational Journal of Information Systems for Crisis Response and Management

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Public Relations and Crisis Communication Disaster Management and Resilience Safety and Risk Management

Abstract

This paper considers how emergency response organizations utilize available social media technologies to communicate with the public in emergencies and to potentially collect valuable information using the public as sources of information on the ground. The authors discuss the use of public social media tools from the emergency management professional’s viewpoint with a particular focus on the use of Twitter. Limited research has investigated Twitter usage in crisis situations from an organizational perspective. This paper contributes to the understanding of organizational innovation, risk communication, and technology adoption by emergency management. An in-depth longitudinal case study of Public Information Officers (PIO) of the Los Angeles Fire Department highlights the importance of the information evangelist within emergency management organizations and details the challenges those organizations face engaging with social media and Twitter. This article provides insights into practices and challenges of new media implementation for crisis and risk management organizations.

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References

1984Case Study Research: Design and Methods 1991Case Study Research: Design and Methods 1997The Art of Continuous Change: Linking Complexity Theory and Time-Paced Evolution in Relentlessly Shifting Organizations 2005Crisis and Emergency Risk Communication as an Integrative Model 2009Twitter adoption and use in mass convergence and emergency events 1985Structuring computer-mediated communication systems to avoid information overload 2007Coordinating Expertise Among Emergent Groups Responding to Disasters 2010Chatter on the red

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2014Rumors, False Flags, and Digital Vigilantes: Misinformation on Twitter after the 2013 Boston Marathon Bombing 2017Social media analytics for natural disaster management 2014Twitter in the Cross Fire—The Use of Social Media in the Westgate Mall Terror Attack in Kenya 2016Big Crisis Data: Social Media in Disasters and Time-Critical Situations 2016Emergency services׳ attitudes towards social media: A quantitative and qualitative survey across Europe

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