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Social Media in Citizen-Led Disaster Response: Rescuer Roles, Coordination Challenges, and Untapped Potential
William R. Smith
Keri K. Stephens
Brett Robertson
Jing Li
Dhiraj Murthy
Kees Boersma
Brian Tomaszeski
Widespread disasters can overload official agencies' capacity to provide assistance, and often citizen-led groups emerge to assist with disaster response. As social media platforms have expanded, emergent rescue groups have many ways to harness network and mobile tools to coordinate actions and help fellow citizens. This study used semi-structured interviews and photo elicitation techniques to better understand how wide-scale rescues occurred during the 2017 Hurricane Harvey flooding in the Greater Houston, Texas USA area. We found that citizens used diverse apps and social media-related platforms during these rescues and that they played one of three roles: rescuer, dispatcher, or information compiler. The key social media coordination challenges these rescuers faced were incomplete feedback loops, unclear prioritization, and communication overload. This work-in-progress paper contributes to the field of crisis and disaster response research by sharing the nuances in how citizens use social media to respond to calls for help from flooding victims.
urn:ISBN:978-0-692-12760-5
openurl:?ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fidl.iscram.org%2F&genre=proceeding&title=Social%20Media%20in%20Citizen-Led%20Disaster%20Response%3A%20Rescuer%20Roles%2C%20Coordination%20Challenges%2C%20and%20Untapped%20Potential&stitle=Iscram%202018&issn=2411-3387&isbn=978-0-692-12760-5&date=2018&spage=639&epage=648&aulast=William%20R.%20Smith&au=Keri%20K.%20Stephens&au=Brett%20Robertson&au=Jing%20Li&au=Dhiraj%20Murthy&pub=Rochester%20Institute%20of%20Technology&place=Rochester%2C%20NY%20%28USA%29&sid=refbase%3AISCRAM
url:http://idl.iscram.org/show.php?record=2138
citekey:WilliamR.Smith_etal2018
citation:William R. Smith, Keri K. Stephens, Brett Robertson, Jing Li, & Dhiraj Murthy. (2018). Social Media in Citizen-Led Disaster Response: Rescuer Roles, Coordination Challenges, and Untapped Potential. In Kees Boersma, & Brian Tomaszeski (Eds.), ISCRAM 2018 Conference Proceedings – 15th International Conference on Information Systems for Crisis Response and Management (pp. 639-648). Rochester, NY (USA): Rochester Institute of Technology.
2018
ConferencePaper
text
Crisis communication, social media, emergent groups, mobile technology, emergency management
file:http://idl.iscram.org/files/williamrsmith/2018/2138_WilliamR.Smith_etal2018.pdf
Rochester Institute of Technology
English
2411-3387
ISCRAM 2018 Conference Proceedings – 15th International Conference on Information Systems for Crisis Response and Management
2018
639
648
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