Ecosystem of Social Media Listening Practices for Crisis Management

Methodology based on linguistic protoforms for activity detection in patients with type 2 diabetes mellitus

“…Public service organizations (PSOs) have a duty to provide a service to their community and responding to people in need when a crisis strikes. Insights from social media data are a valuable source of information when handled and integrated in a manner that contributes to the core activities of the PSO and subsequent objectives for the management of crises (Herrera, 2021). The way social media is used as an information source, the impact that this information has in a PSO and the importance that decision makers place in social media, explain why social media is adopted and even institutionalized in an organization such as a PSO.…”

“…Organizations are not constantly in crisis mode; instead, they focus on fulfilling their strategic and operational objectives (Kallinikos et al, 2012) that would be hindered with unexpected events. Therefore, we argue that a cyclical approach with attention to the shifts between periods of non-crisis and crisis management (Herrera, 2021) is needed to complement the traditional preparedness, response, recovery, and mitigation phases of crisis management (Alberts et al, 2010).…”

“…The use of social media to support crisis management is connected to the broader needs, objectives and information requirements of decision making (Yates & Paquette, 2011). Practice and research place more attention and resources to the response and early recovery phases (Reuter & Kaufhold, 2018;Tapia & Moore, 2014) but neglect the return to a steady-state or to non-crisis activities (Herrera, 2021;Herrera et al, 2021). This return could signal how an organization can learn from the experience and prepare for future events (Eismann et al, 2021).…”