The role of social media in local government crisis communications

Graham, Melissa; Avery, Elizabeth Johnson; Park, Sejin

doi:10.1016/j.pubrev.2015.02.001

Cited by 250 publications

(183 citation statements)

References 24 publications

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“…On the other hand, citizen engagement on GSM enables the public to extend their knowledge of the crisis, understand their responsibilities, perform self-organized assistance activities, and realize how to collaborate with others (del Mar G� alvez-Rodríguez et al, 2019;Graham et al, 2015;Zhang et al, 2019). This, in turn, increases their social capital and self-resilience in crisis response (Jurgens & Helsloot, 2018).…”

Section: Gsm and Crisis Managementmentioning

confidence: 99%

“…Citizen engagement during times of crisis is crucial for understanding public priorities and concerns, while minimizing mass panic, fear, and anxiety. Through engagement with the public, governments can develop citizens' understanding of their actions and self-resilience in crisis response, as well as increasing the capabilities of government agencies in processing crisis information and providing public services (Chatfield & Reddick, 2018; del Mar G� alvez-Rodríguez, Haro-de-Rosario, García--Tabuyo, & Caba-P� erez, 2019; Graham, Avery, & Park, 2015;Stark & Taylor, 2014). Citizen engagement refers to the involvement of citizens in public affairs, with the aim of building trusted relationships beyond simple information exchange.…”

Section: Introductionmentioning

confidence: 99%

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Unpacking the black box: How to promote citizen engagement through government social media during the COVID-19 crisis

Chen

Wei

et al. 2020

Computers in Human Behavior

510

578

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A R T I C L E I N F OKeywords: government social media citizen engagement dialogic communication theory media richness theory emotional valence crisis management A B S T R A C TDuring times of public crises, governments must act swiftly to communicate crisis information effectively and efficiently to members of the public; failure to do so will inevitably lead citizens to become fearful, uncertain and anxious in the prevailing conditions. This pioneering study systematically investigates how Chinese central government agencies used social media to promote citizen engagement during the COVID-19 crisis. Using data scraped from 'Healthy China', an official Sina Weibo account of the National Health Commission of China, we examine how citizen engagement relates to a series of theoretically relevant factors, including media richness, dialogic loop, content type and emotional valence. Results show that media richness negatively predicts citizen engagement through government social media, but dialogic loop facilitates engagement. Information relating to the latest news about the crisis and the government's handling of the event positively affects citizen engagement through government social media. Importantly, all relationships were contingent upon the emotional valence of each Weibo post. )is researcher at the School of Journalism and New Media, Xi'a Jiaotong University in China. She has been studying for information behavior and interaction, and information analysis on the new media.Richard Evans (richard.evans@brunel.ac.uk) is a Senior Lecturer at the College of Engineering, Design and Physical Sciences, Brunel University London, United Kingdom. His research interests are social media and organizational behavior, and knowledge management.

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Section: Gsm and Crisis Managementmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Unpacking the black box: How to promote citizen engagement through government social media during the COVID-19 crisis

Chen

Wei

et al. 2020

Computers in Human Behavior

510

578

View full text Add to dashboard Cite

show abstract

“…Furthermore, it is important that such e-government services can prevent inaccurate, incomprehensible information, by monitoring the system and adopting filtering tools. As for social media channels, the public health risk communicators should engage in clear, balanced and beneficial approaches to deal with potential emotional responses of the public because social media is a personalized network with subjective norm-based communication infrastructures (Graham et al, 2015;Mergel, 2016). Furthermore, our study highlights that the ICT competence level of target citizens is a crucial condition for the use of government social media services, which reveals the need to enhance the citizen's media literacy (Lallmahomed et al, 2017;Lin et al, 2011).…”

Section: Discussionmentioning

confidence: 82%

“…Using social media as a communication platform is one way that government fulfills its accountability for public health (Graham et al, 2015). Governments are supposed to satisfy four types of accountability (Romzek & Dubnick, 1987;Romzek & Ingraham, 2000): (1) hierarchical accountability to obey organizational directives; (2) legal accountability to comply with external mandates; (3) professional accountability to defer to individual judgment and expertise; and (4) political accountability to be responsive to key external stakeholders.…”

Section: Accountability For Public Healthmentioning

confidence: 99%

Collaborative accountability for sustainable public health: A Korean perspective on the effective use of ICT-based health risk communication

Lee

Park

Lee³

2019

Government Information Quarterly

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A B S T R A C TThe sustainability of public health practices requires collaboration between the government and its citizens. On the government's side, social media can provide a conduit for communicating health risk information in an effective and timely fashion, while also engaging citizens in informed decision-making. On the citizen's side, information communication technology (ICT)-based practices cannot function unless citizens recognize and act on their responsibility to actively engage with government social media platforms. Despite an increasing interest in understanding the adoption of ICT practices and e-government services for health risk communication, there remains a crucial need for a comprehensive framework to explain which factors determine citizen use of digital government resources. The purpose of this study is to investigate how to increase government accountability for motivating citizens to engage in ICT-based health risk communication, thereby attaining sustainable public health practices through collaborative governance.By integrating trust and health risk information into the e-government adoption model (GAM), this research examines factors that influence citizens' likelihood of using government social media resources. Survey data from 700 Korean citizens were analyzed using structural equation modeling. The results indicated that individuals with higher social media competency are more likely to (a) seek risk information through social media and (b) perceive the government's social media sites as easy to use. Consistent with the GAM, intentions to use the government's social media sites for information and interactions appear to increase as citizens perceive more value in using them regarding information quality, ease of use, functional benefit, and security. Furthermore, perceived trust in the government's social media resources appears to function as a mediator of this process. Initial trust in the government is an important determinant of perceptions of its digital resources. Citizens who trust the government tend to evaluate new initiatives positively and are more likely to accept and make use of them.The results of this study can inform policy design and implementation by elucidating the mechanisms that determine citizens' adoption and usage of digital government services. Theoretically, this work expands the GAM to include health risk communication and adds empirical evidence to the small yet growing body of knowledge of e-government initiatives. These findings also highlight the importance of public trust in the government, as this encourages citizens to seek health risk information and assistance from the government. Overall, the data and model generated in this investigation represent an important step toward the successful and sustainable modernization of public services.

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“…Again, agriculture became a topic of hot debate among the online audiences following news surrounding the water ban. Given the importance of social media in crisis situations (Graham, Avery, & Park, 2015), our research team believed that identifying how and when individuals bring agriculture to the forefront of online conversation is perhaps just as important as who engages in this discussion. This study was undertaken to demonstrate that not all social media participants carry equal influence during crisis events and that size of followership and message timing are of great importance.…”

Section: This Manuscript Was Presented At the 2016 Association For Comentioning

confidence: 99%

Tweeting with Authority: Identifying Influential Participants in Agriculture-Related Water Quality Twitter Conversations

Wickstrom¹,

Specht²

2016

Journal of Applied Communications

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The role of social media in local government crisis communications

Cited by 250 publications

References 24 publications

Unpacking the black box: How to promote citizen engagement through government social media during the COVID-19 crisis

Unpacking the black box: How to promote citizen engagement through government social media during the COVID-19 crisis

Collaborative accountability for sustainable public health: A Korean perspective on the effective use of ICT-based health risk communication

Tweeting with Authority: Identifying Influential Participants in Agriculture-Related Water Quality Twitter Conversations

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