Facebook and Twitter in Crisis Communication: A Comparative Study of Crisis Communication Professionals and Citizens
2016 (English)In: Journal of Contingencies and Crisis Management, ISSN 0966-0879, E-ISSN 1468-5973, Vol. 24, no 4, 198-208 p.Article in journal (Refereed) Published
This mixed-methods study presents a comparative analysis of the use and perceived usefulness of Facebook and Twitter, among Swedish citizens and crisis communication professionals, as crisis communication tools and information sources. The use and perceived usefulness of Facebook and Twitter are not congruent and consistent between the two different groups, according to the overall study. Communication professionals, for example, report higher levels of perceived usefulness regarding Facebook's potential as a crisis communication tool than do the citizens. Taken together, the results show that researchers (within social media and crisis communication) and crisis managers both need to deal with the fact that social media is not a homogenous phenomenon with a single coherent role in crisis management and communication research and practice.
Place, publisher, year, edition, pages
2016. Vol. 24, no 4, 198-208 p.
Media and Communications
IdentifiersURN: urn:nbn:se:miun:diva-29762DOI: 10.1111/1468-5973.12116ISI: 000387793600001ScopusID: 2-s2.0-84978698516OAI: oai:DiVA.org:miun-29762DiVA: diva2:1059370