Index
Social Media Use in Crisis and Risk Communication
ISBN: 978-1-78756-272-1, eISBN: 978-1-78756-269-1
Publication date: 1 October 2018
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Citation
(2018), "Index", Hornmoen, H. and Backholm, K. (Ed.) Social Media Use in Crisis and Risk Communication, Emerald Publishing Limited, Leeds, pp. 297-308. https://doi.org/10.1108/978-1-78756-269-120181001
Publisher
:Emerald Publishing Limited
Copyright © Harald Hornmoen and Klas Backholm
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Except where otherwise noted, this work is licensed under a Creative Commons Attribution 4.0 Licence (CC BY 4.0). Anyone may reproduce, distribute, translate and create derivative works of this book (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at https://creativecommons.org/licenses/by/4.0/
INDEX
Actionable risk communication model
, 272
Active participant
, 64, 76–78
Activity theory
, 186, 190, 198–199
Acute phase of severe crisis
, 88
Ad hoc publics
, 232
Alkoven voluntary fire brigade
, 237
Anger (emotions)
, 44, 210, 217
Austria
social media use in
, 159
2013 Floods in
, 157–159
Austrian Central Institute for Meteorology and Geodynamics (ZAMG)
, 158, 165
Austrian Press Agency (APA)
, 162, 165
Authorities
, 167
health
, 262
Norwegian and UK
, 265–266
public
, 164
Autonomic nervous system
, 208
BBC
, 7, 139, 141, 144–147, 149, 150
BBC News
, 142, 144, 151, 266, 267
Bieber, Justin
, 27–28
Biometric data
, 194, 196
‘Blodbank’
, 76
Blood bank communication
, 76–77
Boolean expression combining operators
, 22
Breaking news and prayers
, 26–27
Central European floods (2013)
, 157, 159, 160–161
Central nervous system
, 208–210
Citizens, affected
, 166–167
Civil protection laws and regulations
, 157
Civil Protection Server
, 167
Close-to-working prototype
, 197, 214
second usability test
, 216–218
Closed Facebook Group
, 51–52
Cognitive mental models
, 5
Cognitive processes
, 209–210
‘Comment and date’
, 48
Commissives
, 265, 271
Communication (see also Crisis communication; Online communication reconstruction)
channels
, 258
models and social media
, 233–234
official
, 158, 231, 239
online
, 156, 163, 164
patterns
, 234–235
strategies
, 231
Communicators
crisis
, 231
findings from interviews with
, 286–287
official
, 172
Community resilience
, 4
Complex contagion dynamics
, 24
Computational thinking
, 188, 198
Computer-assisted qualitative content analysis
, 164
“Configuring awareness”
, 280
Constatives
, 265, 271
Content evaluation
, 198
Content strategy inspired recommendations
, 242
audience
, 245–246
develop and implement content strategy
, 242–244
stakeholders and users, and needs
, 244–245
Content Strategy Quad by Brain Traffic
, 243
Crisis
, 3–4, 136
journalism
, 117
management
, 186
news events
, 115, 117
phase
, 166, 236–238
public to networked crisis publics
, 234
Twitter and situation awareness of crisis events
, 17–19
Crisis communication
, 17, 65–67, 87, 88, 159, 206
managers
, 286
official
, 161
SA and social media in
, 279–280
social media impact on
, 174–175
strategies
, 230
theories
, 89
tools
, 258
Crisis communicators
, 89–90, 230, 232–233, 258
developing tool for
, 8
Dagsavisen (Regional newspaper)
, 281
Daily Mail
, 141, 144
Democratic values
, 47
Department of Health (DoH)
, 260
Der Standard
, 171
Digital journalism
, 114
Digital media, affordances of
, 7, 114, 116–118
Digital technology
, 116–117
Directives
, 265, 271, 272
Disaster stages
, 161
Discussion forums
, 19
Disease outbreaks
, 256
Domestic terror event
, 115
Dual testimony
, 46
Dynamic communication
, 233
Earthquakes
, 230
Ebola outbreak
, 137, 139, 141
Electrodermal activity (EDA)
, 209
Emergency
, 3
information gathering tool
, 187–188
management organisations
, 186
usability testing and
, 189–191
Emotion(al)
detectors
, 210
perception
, 210
process
, 120–121
reaction stems
, 214
Environmental disasters
, 157, 165, 230
communication models and social media
, 233–234
content strategy inspired recommendations
, 242–246
crisis phase
, 237
crisis public to networked crisis publics
, 234
hydrographical perspective
, 235
plan ahead and communicate proactively
, 241–242
pre-crisis phase
, 236–237
public communication
, 238
recommendations and models
, 240
recommendations for rescue organisations
, 241
research design
, 234–235
social media and networked publics
, 231–233
theoretical backdrop
, 231
voluntary fire brigade’s online and social media communication
, 237–238
web and social media literacy oriented recommendations
, 246–247
Events
, 188, 211
awareness concerning effects
, 123–125
crisis news
, 126–127
domestic terror
, 115–116
event in Norway
, 119–121
long-wave
, 136, 137, 140, 256, 259
short-wave
, 136
terrorist
, 136
‘Every crisis is unique’
, 100–101
Expressives
, 265, 271
Eye movements
, 216
Eye-tracking
, 196, 209–210
Facebook
, 73, 117, 118, 122, 161, 166, 168, 169, 171–173, 194, 232, 235, 238, 239, 286, 288
and date
, 48
discourse
, 47
feeds
, 189
Facial expressions
, 210, 215–217
Facial responses
, 196
First responder’s experiences
, 101–102
Floods
, 136, 230
flood-related communication
, 163, 230
flood-related conversations
, 231
pre-crisis phase of
, 158
Format
, 118
Frustration
, 217
Functioning high-fidelity prototype
, 188
Future crises, daily routines and challenges for
, 97–98
Future Global Shocks
, 65
Gatekeeping
, 121
‘Global health’
, 137
Google
, 129, 271
Governmental agencies
, 206, 259–260
Grief
, 27, 44, 46, 47, 50, 52–53
private and public
, 54
The Guardian
, 141, 142–144, 145–146, 148–149
The Guardian and MailOnline
, 267
Hard news
, 114
Hashtags (see also Twitter)
, 283, 288
#ff hashtags
, 28
#Oslo hashtag
, 27, 28, 283
#osloexpl
, 283
#oslove
, 28
#prayfor (…) hashtag
, 27
#prayfornorway hashtag
, 33, 283
relevance of
, 19–21, 24–26
#showyourhearts
, 28
#Utøya
, 283
Health authorities
, 262
Health sector (see also Police sector)
, 98
‘every crisis is unique’
, 100–101
first responder’s experiences
, 101–102
hospital staff experiences with Twitter
, 99–100
High income countries (HICs)
, 256
‘High Tide 2013’
, 166
Hospital staff experiences with Twitter
, 99–100
Human-computer interaction (HCI)
, 207–208
Hydrography Services
, 158, 165–166
In-depth interviews
, 47–48
Individual resilience
, 4
Information flows
, 162, 165, 166
institutional actors
, 167–170
journalists
, 171–173
social media communication processes and
, 167
Information handling tools
, 188
Information officers, findings from interviews with
, 286–287
Instagram
, 188
Institutional actors
, 164, 167–170, 241
social media impact on
, 174
Inter alia
, 158
Interdisciplinary cooperation
, 124
Internet
, 65, 232
crisis
, 238
Journalism-as-institution
, 115
Journalism-as-work
, 115
Journalists
, 115, 129, 130n3, 156, 165, 171–173, 196
findings from interviews with
, 286–287
Joy (emotions)
, 210
Laboratory studies
, 208
Laboratory testing of usability
, 207–208
Live streaming video applications
, 160
Live tickers
, 171, 174
Long-wave events
, 136, 137, 140, 256, 259
Macro-economic consequences
, 256
MailOnline
, 141, 142, 144, 146
Main crisis phase
, 158
Many-to-many process
, 280
Media (see also Social media)
logic
, 117–118, 130n1
mass
, 163, 206
niche
, 163
traditional
, 156, 231
Medical evacuation of William Pooley
, 145–147
Mental models
, 5, 190, 198
Meteorological forecast system
, 168
Micro-blogging services
, 18
Ministry of Health and Care Service
, 86
Ministry of Justice
, 86, 89
Mobile apps
, 161
Monitoring challenges
, 96–97
Narrative therapy (NT)
, 46
National sentiment
, 47
Natural disasters
, 160
Networked crisis publics, crisis public to
, 234
Networked publics
, 231–233, 242
News
agencies
, 86
BBC News
, 142, 144, 151, 266, 267
online
, 118
services
, 162
News workers reflections on digital journalism
awareness concerning effects of event
, 123–125
biggest event in Norway
, 119–121
crisis news events
, 126–127
culture of collaboration
, 125–126
domestic terror event
, 115–116
journalists transfer
, 114–115
methodology
, 118–119
occupational and organisational approaches
, 121–123
online newspaper
, 128–129
social media logic
, 117–118
technological affordances
, 116–118, 127–128
Niche media
, 163
Non-governmental organisations (NGOs)
, 186
Norway attacks (see also Utøya terror attack)
active participant
, 76–78
blood and security during
, 64
findings
, 69–78
methodology
, 68–69
Norwegian Authorities on Twitter 22 July
, 69–71
Oslo University Hospital
, 72–74
passive observer
, 74–76
situation awareness, social media and crisis communication
, 65–67
Social Media Strategy of PST
, 72–76
22 July events
, 67–68
Norwegian and UK authorities
, 265–266
Norwegian Directorate of Health (NDH)
, 86, 99, 259
Norwegian Institute for Public Health (NIPH)
, 259
Norwegian Police Security Services (PST)
, 64, 69
Norwegian Twitter-community
, 284
Norwegian Twitter-sphere
, 16, 68, 280
breaking news and prayers
, 26–27
event
, 21
findings
, 23–35, 283–284
hashtags on Twitter
, 25
Love and Justin Bieber
, 27–28
method
, 22–23
proportion of tweets with hashtags
, 26
relevance of hashtags
, 19–21, 24–26
retweeted accounts
, 33
superposters
, 28–31
Twitter and situation awareness of crisis events
, 17–19
Twitter users
, 31–33
NRK Dagsrevyen (TV news programme)
, 100
NRK Supernytt (Youth channel)
, 73
Oberösterreichische Nachrichten
, 163, 171
Occupational approaches to technological affordances
, 121–123
Occupational professionalism
, 120
‘On-going event’ view
, 189, 196
Online
communication
, 156, 163, 164
data analysis
, 162–163
news
, 118
Online communication reconstruction
, 164
affected citizens and organisations, new actors and others
, 166–167
crisis communication, social media impact on
, 174–175
2013 Floods in Austria
, 157–159
institutional actors, journalists and remote experts
, 164–166
institutional actors, social media impact on
, 174
media, social media impact on
, 174
online data analysis
, 162–163
related work
, 160–162
social media
, 156–157, 159, 167–173
stakeholder interviews
, 163–164
study design
, 162
theoretical background
, 159–160
Organisational approaches to technological affordances
, 121–123
Organisational professionalism
, 116
Oslo bomb
, 16
Oslo police district (OPD)
, 93
Oslo University Hospital (OUH)
, 33, 72–74, 76–78, 99
Oslo-centred hashtags
, 27
Pandemic threats
, 257, 271
Paracrisis
, 160
Passive observer
, 74–76
Pauline Cafferkey, diagnosis of
, 147–149
Periscope
, 160
Personal relevance
, 232
Police directorate (POD)
, 92
Police sector (see also Health sector)
, 92
awakening to importance of social media
, 93–94
daily routines and challenges for future crises
, 97–98
interactivity and dialogue in terror crises
, 94–96
monitoring challenges
, 96–97
Post-crisis phase
, 158–159
Pre-crisis phase
, 166, 235–237
of floods
, 158
Pre-design mapping
, 195
Pre-production mapping
, 199
Private grief
, 54
Proactive communication strategy
, 241–242
Professionalism
, 115, 116, 121
occupational
, 120
organisational
, 116
@PSTnorge
, 71, 74
Psychophysiological measurements
psychophysiological data
, 218
psychophysiological testing
, 211
for stress detection
, 208–209
use in usability prototype testing
, 218–220
Public authorities
, 164
Public grief
, 54
Public Health Emergency of International Concern (PHEIC)
, 138, 259
WHO’s declaration
, 142–145
Public Health England (PHE)
, 260
Quality broadsheets
, 141
Queensland Police role in Twitter
, 66
Red Cross
, 169–170
Regional Office for Africa (AFRO)
, 141
Remote experts
, 165
Rescue organisations, recommendations for
, 241
Researching Social Media and Collaborative Software Use in Emergency Situations project (RESCUE project)
, 1–2, 186, 188, 207, 282, 286
tool
, 186–187, 188–189, 199–200
Resilience
, 4, 44, 46
Retweeted accounts
, 33
Ringerike Hospital
, 100
Risk
, 4, 8–9, 66, 109, 137, 256, 258, 265
for crisis management and communication
, 98
public health
, 138
Sadness (emotions)
, 210
SC
, 209, 215–216
“Selfinitiated and mediated resilience governance”
, 67
Semi-structured interviews
, 90
Short-wave events
, 136
Situation awareness (SA)
, 4, 17–19, 65–67, 207, 278
in crisis communication
, 279–280
of crisis events
, 17–19
Situational crisis communication theory
, 89, 159, 160, 241
Snapchat
, 73, 286
Social democratic party
, 21
Social media
, 1, 16, 65–67, 117, 122, 126, 136, 137, 140, 162, 163, 167, 206, 230, 259, 273
analysis
, 92
awakening to importance
, 93–94
communication models and
, 233–234
connectivity element
, 3
in crisis communication
, 279–280
in crisis situations
, 160
escalation
, 291
health sector
, 98–102
impact on crisis communication
, 174–175
impact on institutional actors
, 174
impact on media
, 174
interview subjects and responsibilities
, 91
literacy oriented recommendations
, 246–247
logic
, 117–118
in management of terror crisis in Norway
, 86
methodological approach
, 90–92
and narrative of trauma
, 45–47
need for coordination
, 102–103
and networked publics
, 231–233
perspectives from research
, 89–90
platforms
, 2, 156, 171, 211
police sector
, 92–98
recommendations for social media use
, 8–9
in risks and crises
, 5–8
use in Austria
, 159
Social media communication
, 162, 237–238, 243
action-able risk communication model
, 272
constative and directive speech acts
, 265
health authorities strategies
, 262
and information flows
, 167
institutional actors
, 167–170
journalists
, 171–173
likes/re-tweets/comments
, 266–267
Norwegian and UK health authorities’ strategies
, 263–264
recommendations for health authorities use of social media
, 269–270
research design
, 259–262
social medium
, 273
strategy documents and interview sources
, 271
theoretical perspectives
, 257–259
Twitter
, 267
Social media information gathering tool development
activity theory
, 198–199
building conceptual model
, 191–193
emergency information gathering tool
, 187–188
laboratory tests
, 199–200
RESCUE tool
, 186–187, 188–189
testing detailed tool design
, 195–198
testing tool
, 193–195, 211–213
testing usability
, 191
usability testing and emergencies
, 189–191
Social Media Strategy of PST
, 72–76
Social media-reflexivity
, 140, 261
Social networks
, 161, 230
Social shaping
, 117
Socio-technological foundations
, 232
Solidarity
, 47
Sorrow
, 27, 44, 57
‘Split networks’
, 234
SQL database
, 22
Stakeholders
, 162, 167, 234–235, 244–245
interviews
, 163–164
management approach
, 160
typology
, 163
Standard operating procedure (SOP)
, 289
Stress detection, psychophysiological measurements for
, 208–209
‘Structured focused’ methodology
, 141
Subjective data
, 195–196
Subsidiarity principle
, 158
Superposters
, 19, 28–31
‘Swine flu’ crisis
, 266
Sympathetic nervous system
, 209
Task performance tests
, 207–208
‘Team Austria’
, 170
Technological affordances
, 118, 128
occupational and organisational approaches to
, 121–123
in time of digital media
, 116–118
Technological artefact
, 118
Terror crises, interactivity and dialogue in
, 94–96
Terror-event journalism
, 117
Terrorist attacks
, 16, 30, 32, 34, 67–68, 119, 125, 278, 279
case and data
, 281–282
findings from analysis of Norwegian Twitter-sphere
, 283–284
findings from interviews with journalists, information officers and key communicators
, 286–287
findings from interviews with survivors from Utøya
, 285–286
key findings
, 283
recommendations
, 287–292
situation awareness and social media in crisis communication
, 279–280
Terrorist event
, 136
Testing usability of social media information gathering tool
, 191
Togetherness
, 52–53
Traditional actors
, 166
Traditional crisis communicators
, 156, 161
Traditional journalism
, 117
Traditional media
, 156, 231
Transport services
, 167
Trauma
, 45–47
Tsunamis
, 290
Tweets or Instagram images
, 211
22 July Commission
, 67–68, 74, 86, 98, 281
Twitter
, 17, 18, 73, 121–122, 161, 163, 166, 171, 256, 267, 287, 288
communication analysis
, 16
of crisis events
, 17–19
and diagnosis of Pauline Cafferkey
, 147–149
and medical evacuation of William Pooley
, 145–147
research design and methods
, 139–141
and social media
, 136–137
users
, 31–33
and West African Ebola outbreak
, 137–139, 141–142
WHO’s declaration of PHEIC
, 142–145
UBIMET (meteorological forecast system)
, 168
UN Mission for Emergency Ebola Relief (UNMEER)
, 139
Unfolding emergencies
, 188
Unity
, 44
US Centers for Disease Control and Prevention (CDC)
, 138, 139
Usability testing
, 5, 186, 198, 199, 207, 213–218
and emergencies
, 189–191
laboratory testing
, 207–208
prototype testing
, 218–220
of social media information gathering tool
, 191
User-friendliness
close-to-working prototype
, 214–218
discussion and recommendations
, 218
EDA
, 209
eye tracking
, 209–210
facial expressions
, 210
laboratory testing of usability
, 207–208
psychophysiological measurements for stress detection
, 208–209
test methods
, 206–207
testing tool for social media information gathering
, 211–213
use of psychophysiological measurements
, 218–220
wireframe prototype
, 213–214
Utøya terror attack (see also Norway attacks)
, 44, 49, 55–56
background
, 44–45
closed Facebook group
, 51–52
findings from interviews with survivors from
, 285–286
grief and togetherness
, 52–53
hate and evil
, 55
inconceivable
, 50–51
methodology and data
, 47–48
missing youth
, 51
private and public grief
, 54
saved
, 49–50
social media and narrative of trauma
, 45–47
Variability of raw materials
, 121
Verdens Gang (Tabloid newspaper)
, 94
VG
, 54, 117, 125, 129
digital platforms
, 119
interdisciplinary cooperation
, 124
VG Live 24-hours News
, 94
VG Nett (Online newspaper)
, 73, 119
Virtual interpersonal communication
, 48
Voluntary fire brigade
, 174, 235, 239
local
, 234
online and social media communication
, 237–238
Voluntary initiatives
, 167
Warning and alarm system
, 158
Weather information
, 158
Weather warnings
, 158
Web 2.0 technologies
, 65
Web and social media
communication processes
, 243
literacy oriented recommendations
, 246–247
West African Ebola outbreak
, 137–139
Wireframe prototype
, 213–214
World Health Organisation (WHO)
, 137, 138, 259
announces outbreak of Ebola virus disease
, 141
declaration of PHEIC
, 142–145
YouTube
, 31, 171, 238
- Prelims
- Social Media Use in Crises and Risks: An Introduction to the Collection
- Part 1 Using Social Media in Risks and Crises
- Chapter 1 Tweeting Terror: An Analysis of the Norwegian Twitter-sphere during and in the Aftermath of the 22 July 2011 Terrorist Attack
- Chapter 2 Victims’ Use of Social Media during and after the Utøya Terror Attack: Fear, Resilience, Sorrow and Solidarity
- Chapter 3 Blood and Security during the Norway Attacks: Authorities’ Twitter Activity and Silence
- Chapter 4 Social Media in Management of the Terror Crisis in Norway: Experiences and Lessons Learned
- Chapter 5 News Workers’ Reflections on Digital Technology and Social Media after a Terror Event
- Chapter 6 Old Wine in New Bottles? Use of Twitter by Established UK News Media during the 2014–15 West African Ebola Outbreak
- Chapter 7 Flows of Water and Information: Reconstructing Online Communication During the 2013 European Floods in Austria
- Part 2 Developing a Tool for Crisis Communicators
- Chapter 8 Tailoring Tools to the Rescue: Lessons Learned from Developing a Social Media Information Gathering Tool
- Chapter 9 What Eye Movements and Facial Expressions Tell Us about User-Friendliness: Testing a Tool for Communicators and Journalists
- Part 3 Recommendations for Social Media Use in Risks and Crises
- Chapter 10 ‘When the Levee Breaks’: Recommendations for Social Media Use During Environmental Disasters
- Chapter 11 Social Media Communication During Disease Outbreaks: Findings and Recommendations
- Chapter 12 Social Media and Situation Awareness during Terrorist Attacks: Recommendations for Crisis Communication
- Index