SOCIAL MEDIA IN CRISIS COMMUNICATIONS REPORT 2020
Reliable communications are an essential part of crisis management.
Especially in the 21st century with social media, practitioners have a variety of solutions at their disposal.
So what is the role of social media in a crisis management plan?
Crisis management arrangements have gone from more traditional tools such as manual call trees to highly sophisticated emergency notification software.
In recent years, however, social media have also started to play a role, as organizations often prefer them due to factors such as low costs and usability.
Despite several discussions on the topic, there are no previous studies that specifically address the role and impact of a social media crisis management plan. To shed light on this issue, this report examines how practitioners from fields such as crisis management and business continuity use social media during disruptive events.
The findings analyze the situations where social media platforms are mostly used, their costs and benefits and the role of social media providers.