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Public expectations of social media use by critical infrastructure operators in crisis communication
Laura Petersen
Laure Fallou
Paul Reilly
Elisa Serafinelli
Tina Comes, F.B., Chihab Hanachi, Matthieu Lauras, Aurélie Montarnal, eds
Previous research into the role of social media in crisis communication has tended to focus on how sites such as Twitter are used by emergency managers rather than other key stakeholders, such as critical infrastructure (CI) operators. This paper adds to this emergent field by empirically investigating public expectations of informatio provided by CI operators during crisis situations. It does so by drawing on key themes that emerged from a review of the literature on public expectations of disaster related information shared via social media, and presenting the results of an online questionnaire-based study of disaster-vulnerable communities in France, Norway, Portugal and Sweden. Results indicate that members of the public expect CI operators to provide disaster related information via traditional and social media and to respond to their queries on social media. CI operators should avail of the opportunities provided by social media to provide real-time information to disaster affected communities.
openurl:?ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fidl.iscram.org%2F&genre=proceeding&title=Public%20expectations%20of%20social%20media%20use%20by%20critical%20infrastructure%20operators%20in%20crisis%20communication&stitle=Iscram%202017&issn=2411-3387&date=2017&spage=522&epage=531&aulast=Laura%20Petersen&au=Laure%20Fallou&au=Paul%20Reilly&au=Elisa%20Serafinelli&pub=Iscram&place=Albi%2C%20France&sid=refbase%3AISCRAM
url:http://idl.iscram.org/show.php?record=2040
citekey:LauraPetersen_etal2017
citation:Laura Petersen, Laure Fallou, Paul Reilly, & Elisa Serafinelli. (2017). Public expectations of social media use by critical infrastructure operators in crisis communication. In eds Aurélie Montarnal Matthieu Lauras Chihab Hanachi F. B. Tina Comes (Ed.), Proceedings of the 14th International Conference on Information Systems for Crisis Response And Management (pp. 522-531). Albi, France: Iscram.
2017
ConferencePaper
text
Social media
traditional media
crisis communication
critical infrastructure operators
public expectations
file:http://idl.iscram.org/files/laurapetersen/2017/2040_LauraPetersen_etal2017.pdf
Iscram
English
2411-3387
Proceedings of the 14th International Conference on Information Systems for Crisis Response And Management
2017
522
531
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