Public Expectations of Social Media Use by Critical Infrastructure Operators in Crisis Communication

Petersen, L., Fallou, L., Reilly, P. and Serafinelli, E. (2017) Public Expectations of Social Media Use by Critical Infrastructure Operators in Crisis Communication. In: 14th International Conference on Information Systems for Crisis Response and Management (ISCRAM 2017), Albi, France, 21-24 May 2017, pp. 522-531.

Abstract

Previous research into the role of social media in crisis communication has tended to focus on how sites such as Twitter are used by emergency managers rather than other key stakeholders, such as critical infrastructure (CI) operators. This paper adds to this emergent field by empirically investigating public expectations of information provided by CI operators during crisis situations. It does so by drawing on key themes that emerged from a review of the literature on public expectations of disaster related information shared via social media, and presenting the results of an online questionnaire-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 and to respond to their queries on social media. CI operators should avail of the opportunities provided by social media to provide real-time information to disaster affected communities.

• Item Type: Conference Proceedings
• 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: Proceedings of the International ISCRAM Conference
• ISSN: 2411-3387

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