Pamukcu, D., W. Zobel, C., & Ge, Y. “G. ”. (2023). Prioritization of disaster-related requests in an IT-enabled public service system. In Jaziar Radianti, Ioannis Dokas, Nicolas Lalone, & Deepak Khazanchi (Eds.), Proceedings of the 20th International ISCRAM Conference (pp. 586–594). Omaha, USA: University of Nebraska at Omaha.
Abstract: The local government’s continuous support is critical for the well-being of a community during disaster events. E-Government systems that establish and maintain ongoing connections with the community thus play a vital role in supporting crisis response and recovery. Such systems’ ability to adapt to the crisis circumstances and to address emergent needs helps them continue their fundamental functions during disasters. Considering various services might require different amounts and types of resources, prioritization strategies are helpful in determining the processing order of requests. This paper discusses the role of prioritizing services within an e-Government system, to better understand how such a system can be managed to best utilize available resources. The study examines how a well-functioning e-Government system, the Orange County, Florida 311 non-emergency service system, responded to the COVID-19 pandemic and how the changes in service operations requirements can affect service provision, specifically with respect to assigning or re-assigning priority levels.
|
|
Nurollahian, S., Talegaonkar, I., Bell, A. Z., & Kogan, M. (2023). Factors Affecting Public’s Engagement with Tweets by Authoritative Sources During Crisis. In Jaziar Radianti, Ioannis Dokas, Nicolas Lalone, & Deepak Khazanchi (Eds.), Proceedings of the 20th International ISCRAM Conference (pp. 459–477). Omaha, USA: University of Nebraska at Omaha.
Abstract: People increasingly use social media at the time of crisis, which produces a social media data deluge, where the public may find it difficult to locate trustworthy and credible information. Therefore, they often turn to authoritative sources: official individuals and organizations who are trusted to provide reliable information. It is then imperative that their credible messages reach and engage the widest possible audience, especially among those affected. In this study, we explore the role of metadata and linguistic factors in facilitating three types of engagement — retweets, replies, and favorites— with posts by authoritative sources. We find that many factors are similarly important across models (popularity, sociability, activity). However, some features are salient for only a specific type of engagement. We conclude by providing guidance to authoritative sources on how they may optimize specific types of engagement: retweets for information propagation, replies for in-depth sense-making, and favorites for cross-purpose visibility.
|
|
Yu, X., Chen, J., & Liu, J. (2023). Examining the influence of social media on individual’s protective action taking during Covid-19 in China. In Jaziar Radianti, Ioannis Dokas, Nicolas Lalone, & Deepak Khazanchi (Eds.), Proceedings of the 20th International ISCRAM Conference (pp. 295–308). Omaha, USA: University of Nebraska at Omaha.
Abstract: In the context of COVID-19, this study utilizes the Social Mediated Crisis Communication Model (SMCC) and the Protective Action Decision Model (PADM) to investigate the relationship between social media users' protective actions and crisis information during public health crises in China. By constructing a structural equation model, this study aims to identify the influencing factors that affect social media users' personal’s cognitive, emotional, and behavioral reactions given crisis relevant information. Results findings are that warning information can significantly increase risk perception; emotional responses are not significantly affected by warning information and risk perception; risk perception has a negative impact on information gathering and sharing behavior; risk perception has a significant mediating effect on the relationship between information features and protective action.
|
|
Schönefeld, M., Schütte, P. M., Schulte, Y., & Fiedrich, F. (2023). Critical infrastructure and crisis affected actor? Investigating the double role of municipal administrations. In Jaziar Radianti, Ioannis Dokas, Nicolas Lalone, & Deepak Khazanchi (Eds.), Proceedings of the 20th International ISCRAM Conference (pp. 88–95). Omaha, USA: University of Nebraska at Omaha.
Abstract: This WiPe article presents first insights from two German research projects (one ongoing, one completed) on the double role of municipal administrations in crisis management. The ongoing project examines the municipal crisis management during COVID-19, the completed one focused on the 2015/2016 refugee situation in Germany. While crisis management has previously rather been associated with “blue-light organizations”, these two circumstances rather called for a predominantly administrative crisis management. While adapting to this new role, administrations had to maintain key public services: They had to perform as crisis managers while maintaining their function as a critical infrastructure despite being affected themselves for several reasons. Since 2015, public administration in Germany has found itself in almost constant crisis management mode, giving opportunity to learn and to adjust self-perception. Based on empirical analyses of interview data we aim to discuss the following questions: How did the two roles influence each other in the situations mentioned? Has anything changed between these situations?
|
|
Duygu Pamukcu, Christopher Zobel, & Yue Ge. (2022). A Data Envelopment Analysis-based Approach for Managing Performance of Public Service Systems During a Disaster. In Rob Grace, & Hossein Baharmand (Eds.), ISCRAM 2022 Conference Proceedings – 19th International Conference on Information Systems for Crisis Response and Management (pp. 144–153). Tarbes, France.
Abstract: In addition to their normal task of supporting community participation, engagement, and improved information access, information technology-based public service systems are also essential for maintaining critical services and providing effective communication with citizens before, during, and after emergencies. This study focuses on the impacts of disaster events on the operational performance of such service systems and discusses opportunities for managing service efficiency by rearranging and reallocating resources during emergencies. To the best of our knowledge, this is the first attempt to provide a practical method for improving the relative efficiency of public service systems in such a context. We suggest a Data Envelopment Analysis (DEA) approach for quantifying the relative efficiencies associated with service requests from an input-output-based standpoint, and discuss the Orange County (Florida) 311 non-emergency service system, in the context of the COVID-19 pandemic, as an example of how such operational efficiency can be managed during a disruption.
|
|