Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises

Buzoianu, Corina; Bira, Monica

doi:10.3390/su132313015

Cited by 8 publications

(4 citation statements)

References 32 publications

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“…Accordingly, having a systematic process that helps health authorities better understand the needs and motivations of various subpopulations will lead to more effective communication that is likely to lead to more sustainable behavior changes. Context-specific messaging also ensures less misunderstanding between health authorities and the public, which may help build increased trust between the two [ 24 ]. The training workshops were based on the conceptual framework of the WHO in infodemic management, which includes social listening, translating knowledge to practice, and quantifying impact [ 4 ] to expel misinformation and support targeted communication during crises.…”

Section: Methodsmentioning

confidence: 99%

Social Listening to Enhance Access to Appropriate Pandemic Information Among Culturally Diverse Populations: Case Study From Finland

Lohiniva¹,

Sibenberg²,

Austero³

et al. 2022

JMIR Infodemiology

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Background Social listening, the process of monitoring and analyzing conversations to inform communication activities, is an essential component of infodemic management. It helps inform context-specific communication strategies that are culturally acceptable and appropriate for various subpopulations. Social listening is based on the notion that target audiences themselves can best define their own information needs and messages. Objective This study aimed to describe the development of systematic social listening training for crisis communication and community outreach during the COVID-19 pandemic through a series of web-based workshops and to report the experiences of the workshop participants implementing the projects. Methods A multidisciplinary team of experts developed a series of web-based training sessions for individuals responsible for community outreach or communication among linguistically diverse populations. The participants had no previous training in systematic data collection or monitoring. This training aimed to provide participants with sufficient knowledge and skills to develop a social listening system based on their specific needs and available resources. The workshop design took into consideration the pandemic context and focused on qualitative data collection. Information on the experiences of the participants in the training was gathered based on participant feedback and their assignments and through in-depth interviews with each team. Results A series of 6 web-based workshops was conducted between May and September 2021. The workshops followed a systematic approach to social listening and included listening to web-based and offline sources; rapid qualitative analysis and synthesis; and developing communication recommendations, messages, and products. Follow-up meetings were organized between the workshops during which participants could share their achievements and challenges. Approximately 67% (4/6) of the participating teams established social listening systems by the end of the training. The teams tailored the knowledge provided during the training to their specific needs. As a result, the social systems developed by the teams had slightly different structures, target audiences, and aims. All resulting social listening systems followed the taught key principles of systematic social listening to collect and analyze data and used these new insights for further development of communication strategies. Conclusions This paper describes an infodemic management system and workflow based on qualitative inquiry and adapted to local priorities and resources. The implementation of these projects resulted in content development for targeted risk communication, addressing linguistically diverse populations. These systems can be adapted for future epidemics and pandemics.

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Section: Methodsmentioning

confidence: 99%

Social Listening to Enhance Access to Appropriate Pandemic Information Among Culturally Diverse Populations: Case Study From Finland

Lohiniva¹,

Sibenberg²,

Austero³

et al. 2022

JMIR Infodemiology

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“…Crisis situations require increased interaction between governments and community members [20], a function that social media platforms have been shown to have the capacity to fulfill [22,23]. The need to integrate social media into crisis communication efforts has been recognized both in theory and in practice, as Timothy Coombs rightfully remarked, warning that, unless crisis managers do so, "they will fail to maximize the value communication can add to crisis management efforts" [24].…”

Section: Background Of the Research 21 Government Social Media Platfo...mentioning

confidence: 99%

Public Engagement with Romanian Government Social Media Accounts during the COVID-19 Pandemic

Gherheș

Cernicova-Bucă

Fărcașiu

2023

IJERPH

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Following international best practice examples, the Romanian government resorted to its social media accounts to disseminate information and unfold an awareness and persuasion campaign to fight the COVID-19 pandemic. The article focuses on the use of the government’s YouTube and Facebook accounts to persuade the population to get vaccinated in 2021 via video messages tailored for this purpose. The research quantified the volume of public engagement with the two waves of the persuasive campaign, finding that, while click-based reactions tended to show a positive attitude toward the campaign, the comments mainly denoted frustration, anger, and anxiety on the part of the public. Moreover, the citizens’ engagement with the campaign messages was by far lower than the number of subscribers and followers of the analyzed social media accounts. The goal of the COVID-19 public health persuasion campaign was to build support for the governmental policy and minimize the risks of the pandemic while vaccination was being rolled out. The public reaction to the governmental campaign showed that a finer and more adapted approach was necessary. This study offers a qualitative basis for informing health communication strategies of the challenges posed by social media platforms used in crisis times.

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“…Social media like Twitter provides a platform for the efficient organization of relief efforts and for strategic planning to avoid further human and material damage [20][21][22]. Web 2.0 technologies, social media, and media data mining are new technological forms that provide and gather information about the population affected by a crisis in an efficient manner [23,24]. Social media help increase the flow of information between people directly affected and those close to them (family and friends).…”

Section: Use Of Social Media In Crisis Managementmentioning

confidence: 99%

In the Eye of the Storm: Social Media and Crisis Management

Banyongen¹

2023

Crisis Management - Principles, Roles and Application

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Social media, also called Web 2.0, is a generic term used to talk about applications that allow users to create, manipulate, and disseminate content as much as possible in real time. These applications allow for several possibilities that range from involvement to participation, communication, and collaboration of users. They allow everyone with minimal access to the Internet to publish, share, review, comment, and post items, such as mentions, comments, information, videos, and photos. In a crisis, social media becomes a double-edged sword. It can play an essential role during the prodromal, acute, chronic, and resolution phases of natural disasters and human-made crises. Social media can also be at the origin of the crisis or the reason for its amplification. Social media facilitates an increase of interactions between main actors at the center of a crisis. This chapter combines social media content analysis (opinion detection and sentiment analysis) with network analysis (ego network analysis) and nodes centrality assessment to critically evaluate how social media affects the crisis management process.

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Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises

Cited by 8 publications

References 32 publications

Social Listening to Enhance Access to Appropriate Pandemic Information Among Culturally Diverse Populations: Case Study From Finland

Social Listening to Enhance Access to Appropriate Pandemic Information Among Culturally Diverse Populations: Case Study From Finland

Public Engagement with Romanian Government Social Media Accounts during the COVID-19 Pandemic

In the Eye of the Storm: Social Media and Crisis Management

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