Avoiding chaotic use of social media before, during, and after emergencies: Design and evaluation of citizens’ guidelines

Social media have been established in many natural disasters or human‐induced crises and emergencies. Nowadays, authorities, such as emergency services, and citizens engage with social media in different phases of the emergency management cycle. However, as research in crisis informatics highlights,...

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Bibliographic Details
Published in:Journal of contingencies and crisis management 2019-09, Vol.27 (3), p.198-213
Main Authors: Kaufhold, Marc‐André, Gizikis, Alexis, Reuter, Christian, Habdank, Matthias, Grinko, Margarita
Format: Article
Language:English
Subjects:
Citizens
Contingency planning
Crises
Emergencies
emergency management
Emergency services
guidelines for citizens
Management of crises
Mass media
Natural disasters
representative survey
Social media
Social networks
Technology
Uncertainty
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Summary:Social media have been established in many natural disasters or human‐induced crises and emergencies. Nowadays, authorities, such as emergency services, and citizens engage with social media in different phases of the emergency management cycle. However, as research in crisis informatics highlights, one remaining issue constitutes the chaotic use of social media by citizens during emergencies, which has the potential to increase the complexity of tasks, uncertainty, and pressure for emergency services. To counter these risks, besides implementing supportive technology, social media guidelines may help putting artefact and theoretical contributions into practical use for authorities and citizens. This paper presents the design and evaluation (with 1,024 participants) of citizens’ guidelines for using social media before, during, and after emergencies.
ISSN:0966-0879
1468-5973
DOI:10.1111/1468-5973.12249