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Configuring Social Media Listening Practices in Crisis Management
Lucia Castro Herrera
Anouck Adrot
Rob Grace
Kathleen Moore
Christopher W. Zobel
Social media listening practices are increasingly adopted in crisis management and have become an object of interest for researchers and practitioners alike. This article analyzes how these enactments have been studied in the academic literature. Through a systematic review of the available body of knowledge, features from studies involving depictions of practice were extracted, analyzed, and turned into a narrative using an inductive approach. Strategies of improvisation, overreliance on personal and professional networks, manual work, spontaneous coordination, and re-assigning tasks represent the main findings in the multidisciplinary literature. This article is a consolidated overview of experiences from social media listening in practice beyond listing the benefits of social media as a source of information. Moreover, the paper sets the basis for future studies on the range of possible configurations and institutionalization of disruptive crisis management practices.
openurl:?ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fidl.iscram.org%2F&genre=proceeding&title=Configuring%20Social%20Media%20Listening%20Practices%20in%20Crisis%20Management&stitle=Iscram%202021&issn=978-1-949373-61-5&date=2021&spage=640&epage=654&aulast=Lucia%20Castro%20Herrera&pub=Virginia%20Tech&place=Blacksburg%2C%20VA%20%28USA%29&sid=refbase%3AISCRAM
url:http://idl.iscram.org/show.php?record=2361
citekey:LuciaCastroHerrera2021
citation:Lucia Castro Herrera. (2021). Configuring Social Media Listening Practices in Crisis Management. In Anouck Adrot, Rob Grace, Kathleen Moore, & Christopher W. Zobel (Eds.), ISCRAM 2021 Conference Proceedings – 18th International Conference on Information Systems for Crisis Response and Management (pp. 640-654). Blacksburg, VA (USA): Virginia Tech.
2021
ConferencePaper
text
Social media listening, Practice, Improvisation, Crisis management strategy, Configuration
file:http://idl.iscram.org/files/luciacastroherrera/2021/2361_LuciaCastroHerrera2021.pdf
Virginia Tech
English
978-1-949373-61-5
ISCRAM 2021 Conference Proceedings – 18th International Conference on Information Systems for Crisis Response and Management
2021
640
654
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