Lessons for Crisis Communication on Social Media: A Systematic Review of What Research Tells the Practice
|Primary Target Country|
|Publishing Organisation||Mats Eriksson|
|Disaster Management Phase||After, Before, During|
|Covers Thematic||Community management, Content creation, Crisis communication, Social Media Strategy|
|Audience Experience Level||Starter|
|Abstract||Effective social media crisis communication
This study has tracked five research-based lessons (see abstracts) for effective global social media crisis communication by means of an extensive systematic and interdisciplinary review. By aggregating recommendations from a number of studies – from different disciplines – the study finds that effective crisis communication is about using social media’s potential to create dialogue and to choose the right message, source and timing; performing precrisis work and developing an understanding of social media logic; using social media monitoring; and continuing to prioritize traditional media in crisis situations.