Abstract
As social media platforms have become vital means of communications, it has become imperative for emergency managers and policy makers to understand how people are interacting with different agencies on these platforms for enhancing community response coordination during disasters. Although many public agencies have already adopted social media platforms for crisis communication purposes, empirical evidence on whether and how these agencies are effectively engaged on these platforms is lacking. This research aims to examine crisis communication activities of a variety of agencies on Twitter in response to Hurricane Irma in 2017. In this study, we analyzed 13,353 hurricane-related tweets posted by the local agencies from eight counties in East Central Florida as well as federal, state, and other levels of organizations during the hurricane response period. An engagement metric was applied on these tweets to determine which agencies were most active in disseminating information during Hurricane Irma. The results revealed the most engaged local agencies in Twitter during Hurricane Irma for crisis communications and the Emergency Support Functions (ESFs) associated with them in coordinating disaster response activities. We further investigated Twitter profiles and relevant attributes of these actively engaged agencies, and the contents of the hurricane-related tweets during Hurricane Irma. The study found that local agencies remain active and engaged in Twitter during a disaster compared to other levels of agencies. The ESF representing communication (ESF #2) was one of the most frequent ESFs associated with these active agencies. The results also provided insights on crisis communication performance of these agencies in terms of the three dimensions of social media engagement including popularity, commitment, and virality, which are correlated to the counts of like, reply, and retweet of each post, respectively. The study includes recommendations to local government and partner organizations and emergency managers to improve crisis communication in social media and suggests future research directions.
Notes
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Graduation Date
2023
Semester
Spring
Advisor
Hasan, Samiul
Degree
Master of Science (M.S.)
College
College of Engineering and Computer Science
Department
Civil, Environmental and Construction Engineering
Degree Program
Civil Engineering; Smart Cities Track
Identifier
CFE0009865; DP0028122
URL
https://purls.library.ucf.edu/go/DP0028122
Language
English
Release Date
November 2023
Length of Campus-only Access
None
Access Status
Masters Thesis (Open Access)
STARS Citation
Noor, Naiyara, "Social Media-Based Crisis Communication: Analysis of Twitter Data from Local Agencies During Hurricane Irma" (2023). Electronic Theses and Dissertations, 2020-2023. 1894.
https://stars.library.ucf.edu/etd2020/1894