Use of social media in crisis management: A survey

Saroj, Anita; Pal, Sukomal

doi:10.1016/j.ijdrr.2020.101584

Cited by 144 publications

(69 citation statements)

References 43 publications

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“…Digital media can be employed to ensure that the targeted audience obtains regular and up-to-date information on the disease, through e.g., websites and social media. The digital environment, especially social media, is important for disseminating information and shaping the behavior of young adults [ 72 ]. Prior research has confirmed that platforms such as Facebook, Twitter, YouTube, and LinkedIn act as forums that connect users and facilitate the creation of online communities where opinions can be exchanged [ 72 ].…”

Section: Discussionmentioning

confidence: 99%

“…The digital environment, especially social media, is important for disseminating information and shaping the behavior of young adults [ 72 ]. Prior research has confirmed that platforms such as Facebook, Twitter, YouTube, and LinkedIn act as forums that connect users and facilitate the creation of online communities where opinions can be exchanged [ 72 ]. Social media services acted as a source of information and played an important role in health issues and crises such Mers-CoV or Zika virus [ 73 ], and especially for Gen Z’ers, social media constitute a great part of their daily routine.…”

Section: Discussionmentioning

confidence: 99%

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Knowledge Assessment of COVID-19 Symptoms: Gender Differences and Communication Routes for the Generation Z Cohort

Kamenidou

Stavrianea

Mamalis

et al. 2020

IJERPH

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This paper explores the generation Z (Gen Z) cohort’s self-assessed knowledge regarding the coronavirus disease 2019 (COVID-19) symptoms as well as their interest in acquiring information and learning more about the transmission and spread of the severe acute respiratory syndrome coronavirus 2 (SARS-COV-2 virus) and the COVID-19 symptoms. Additionally, it investigates gender differences in self-assessed knowledge of COVID-19 symptoms. Field research employing a nonprobability sampling method with an online questionnaire resulted in collecting 762 valid questionnaires. Data analysis included descriptive statistics, factor and reliability analysis, and the independent sample t-test. Results reveal that overall symptom knowledge was assessed higher than the self-assessed knowledge of the 13 specific symptoms. No gender differences were detected regarding self-assessed knowledge of the following COVID-19 symptoms: cough, dyspnea, anorexia, productive cough with expectoration (phlegm), headache, and diarrhea. On the other hand, for self-assessed overall knowledge of COVID-19 symptoms, as well as self-assessed knowledge of COVID-19 symptoms related to fever and fatigue, myalgia (muscle pain), pharyngodynia, nausea–vomitus, hemoptysis, and abdominal pain, the t-tests conducted showed that there are statistical differences in knowledge assessment between male and female subjects. Based on the outcomes, the paper provides marketing communication practices targeting this young generation cohort to raise awareness so that Gen Z’ers may react effectively if these symptoms are observed and, thus, request medical assistance.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Knowledge Assessment of COVID-19 Symptoms: Gender Differences and Communication Routes for the Generation Z Cohort

Kamenidou

Stavrianea

Mamalis

et al. 2020

IJERPH

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“…The methods employed in this study can be executed swiftly, while the massive real-time information sharing on Twitter and accessibility to its data make timely reporting potentially more efficient and able to capture public perceptions [64]. This is especially important when considering methods for communicating with first responders, as it is critical to deliver messages as soon as possible to emergency responders and those working on the frontlines as the situation can change rapidly during an emergency.…”

Section: Discussionmentioning

confidence: 99%

Digital Surveillance for Monitoring Environmental Health Threats: A Case Study Capturing Public Opinion from Twitter about the 2019 Chennai Water Crisis

Xiong

Hswen

Naslund

2020

IJERPH

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Globally, water scarcity has become a common challenge across many regions. Digital surveillance holds promise for monitoring environmental threats to population health due to severe drought. The 2019 Chennai water crisis in India resulted in severe disruptions to social order and daily life, with local residents suffering due to water shortages. This case study explored public opinion captured through the Twitter social media platform, and whether this information could help local governments with emergency response. Sentiment analysis and topic modeling were used to explore public opinion through Twitter during the 2019 Chennai water crisis. The latent Dirichlet allocation (LDA) method identified topics that were most frequently discussed. A naïve Tweet classification method was built, and Twitter posts (called tweets) were allocated to identified topics. Topics were ranked, and corresponding emotions were calculated. A cross-correlation was performed to examine the relationship between online posts about the water crisis and actual rainfall, determined by precipitation levels. During the Chennai water crisis, Twitter users posted content that appeared to show anxiety about the impact of the drought, and also expressed concerns about the government response. Twitter users also mentioned causes for the drought and potential sustainable solutions, which appeared to be mainly positive in tone. Discussion on Twitter can reflect popular public opinion related to emerging environmental health threats. Twitter posts appear viable for informing crisis management as real-time data can be collected and analyzed. Governments and public health officials should adjust their policies and public communication by leveraging online data sources, which could inform disaster prevention measures.

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“…Social media can play a crucial role in detecting disruptive threats and understanding changing consumer behaviour (Saroj and Pal, 2020;Mehta et al, 2020). Therefore, researchers have highlighted social media platforms as a fertile ground for crises.…”

Section: Crisis Managementmentioning

confidence: 99%

“…We develop a hypothetical scenario, inspired in previous references and case studies (Saroj and Pal, 2020;Mehta et al, 2020;Vignal Lambret and Barki, 2018;Zhu et al, 2017;Stieglitz et al, 2018). The context represents a crisis management scenario, where a retailer or marketing analyst needs to undergo through tweets discussing issues on their products.…”

Section: Crisis Management Scenariomentioning

confidence: 99%

Explainable Sentiment Analysis Application for Social Media Crisis Management in Retail

Cirqueira

Almeida

Cakir

et al. 2020

Proceedings of the 4th International Conference on Computer-Human Interaction Research and Applications

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Sentiment Analysis techniques enable the automatic extraction of sentiment in social media data, including popular platforms as Twitter. For retailers and marketing analysts, such methods can support the understanding of customers' attitudes towards brands, especially to handle crises that cause behavioural changes in customers, including the COVID-19 pandemic. However, with the increasing adoption of black-box machine learning-based techniques, transparency becomes a need for those stakeholders to understand why a given sentiment is predicted, which is rarely explored for retailers facing social media crises. This study develops an Explainable Sentiment Analysis (XSA) application for Twitter data, and proposes research propositions focused on evaluating such application in a hypothetical crisis management scenario. Particularly, we evaluate, through discussions and a simulated user experiment, the XSA support for understanding customer's needs, as well as if marketing analysts would trust such an application for their decision-making processes. Results illustrate the XSA application can be effective in providing the most important words addressing customers sentiment out of individual tweets, as well as the potential to foster analysts' confidence in such support.

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Use of social media in crisis management: A survey

Cited by 144 publications

References 43 publications

Knowledge Assessment of COVID-19 Symptoms: Gender Differences and Communication Routes for the Generation Z Cohort

Knowledge Assessment of COVID-19 Symptoms: Gender Differences and Communication Routes for the Generation Z Cohort

Digital Surveillance for Monitoring Environmental Health Threats: A Case Study Capturing Public Opinion from Twitter about the 2019 Chennai Water Crisis

Explainable Sentiment Analysis Application for Social Media Crisis Management in Retail

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