European expectations of disaster information provided by critical infrastructure operators: lessons from Portugal, France, Norway and Sweden

Petersen, L., Fallou, L., Reilly, P. and Serafinelli, E. (2017) European expectations of disaster information provided by critical infrastructure operators: lessons from Portugal, France, Norway and Sweden. International Journal of Information Systems for Crisis Response and Management, 9(4), pp. 23-48. (doi: 10.4018/IJISCRAM.2017100102)

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Abstract

Previous research into social media crisis communication has tended to focus on use by emergency managers rather than other key stakeholder, critical infrastructure (CI) operators. This article adds to the field by empirically investigating public expectations of information provided by CI operators during crisis situations and if CI operators currently meet such expectations. It draws on key themes that emerged from a review of the literature on public expectations of disaster related information shared via social media. Then, it presents the results of an online questionnaire and interview-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, but not necessarily respond to their queries on social media. Operators appear to meet public expectations of traditional media use, but should expand their current practices to include digital media. Recommendations for CI operators on how to do use social media follow.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Reilly, Dr Paul
Authors: Petersen, L., Fallou, L., Reilly, P., and Serafinelli, E.
College/School:College of Social Sciences > School of Social and Political Sciences > Politics
Journal Name:International Journal of Information Systems for Crisis Response and Management
Publisher:IGI Global
ISSN:1937-9390
ISSN (Online):1937-9420

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