| Records |
Author  |
Lucia Castro Herrera |
| Title |
Configuring Social Media Listening Practices in Crisis Management |
Type |
Conference Article |
| Year |
2021 |
Publication |
ISCRAM 2021 Conference Proceedings – 18th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2021 |
| Volume |
|
Issue |
|
Pages |
640-654 |
| Keywords |
Social media listening, Practice, Improvisation, Crisis management strategy, Configuration |
| Abstract |
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. |
| Address |
Universitetet i Agder |
| Corporate Author |
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Thesis |
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| Publisher |
Virginia Tech |
Place of Publication |
Blacksburg, VA (USA) |
Editor |
Anouck Adrot; Rob Grace; Kathleen Moore; Christopher W. Zobel |
| Language |
English |
Summary Language |
English |
Original Title |
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| Series Editor |
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Series Title |
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Abbreviated Series Title |
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| Series Volume |
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Series Issue |
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Edition |
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| ISSN |
978-1-949373-61-5 |
ISBN |
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Medium |
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| Track |
Social Media for Disaster Response and Resilience |
Expedition |
|
Conference |
18th International Conference on Information Systems for Crisis Response and Management |
| Notes |
lucia.c.herrera@uia.no |
Approved |
no |
| Call Number |
ISCRAM @ idladmin @ |
Serial |
2361 |
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| |
| Author |
Lucia Castro Herrera; Terje Gjøsæter |
| Title |
Community Segmentation and Inclusive Social Media Listening |
Type |
Conference Article |
| Year |
2022 |
Publication |
ISCRAM 2022 Conference Proceedings – 19th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2022 |
| Volume |
|
Issue |
|
Pages |
1012-1023 |
| Keywords |
Inclusive Social Media Listening; Universal Design; Community Segmentation; Improvisation Strategies; Social Media Alignment |
| Abstract |
Social media analytics provide a generalized picture of situational awareness from the conversations happening among communities present in social media channels that are that are, or risk being affected by crises. The generalized nature of results from these analytics leaves underrepresented communities in the background. When considering social media analytics, concerns, sentiment, and needs are perceived as homogenous. However, offline, the community is diverse, often segmented by age group, occupation, or language, to name a few. Through our analysis of interviews from professionals using social media as a source of information in public service organizations, we argue that practitioners might not be perceiving this segmentation from the social media conversation. In addition, practitioners who are aware of this limitation, agree that there is room for improvement and resort to alternative mechanisms to understand, reach, and provide services to these communities in need. Thus, we analyze current perceptions and activities around segmentation and provide suggestions that could inform the design of social media analytics tools that support inclusive public services for all, including persons with disabilities and from other disadvantaged groups. |
| Address |
University of Agder |
| Corporate Author |
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Thesis |
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| Publisher |
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Place of Publication |
Tarbes, France |
Editor |
Rob Grace; Hossein Baharmand |
| Language |
English |
Summary Language |
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Original Title |
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| Series Editor |
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Series Title |
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Abbreviated Series Title |
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| Series Volume |
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Series Issue |
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Edition |
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| ISSN |
2411-3387 |
ISBN |
978-82-8427-099-9 |
Medium |
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| Track |
Usability and Universal Design of ICT for Emergency Management |
Expedition |
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Conference |
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| Notes |
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Approved |
no |
| Call Number |
ISCRAM @ idladmin @ |
Serial |
2467 |
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