How emergency managers engage Twitter users during disasters
How emergency managers engage Twitter users during disasters
复制标题
灾难期间应急管理人员如何与 Twitter 用户互动
DOI：
10.1108/oir-08-2019-0275
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发表时间：
2020
期刊：
影响因子：
--
通讯作者：
Zhan Xu
中科院分区：
文献类型：
--
作者：
Zhan Xu
自然灾害越来越频繁和严重，这使得应急管理人员在危机期间与社交媒体用户互动至关重要。本研究基于Fink的危机和灾难四阶段模型（前驱阶段、急性阶段、慢性阶段和终止阶段），并将主题和情绪与参与度联系起来，考察了紧急官方账户在每个灾难阶段的社交媒体参与度。使用文本挖掘和情感分析，分析了66个主要紧急情况官方Twitter账户发布的1，226条原始推文以及飓风厄玛生命周期中引发的15，000多条转发。结果确定了最吸引人的官方账户和推文。大多数推文和最吸引人的推文都是在前驱期发布的。与某些主题相关的推文比其他主题更吸引人。官方账号最常发的话题不如一些很少发的话题吸引人。负面情绪词增加了推文的吸引力。悲伤是推特参与度最强的预测因素。包含较少悲伤词语的推文更吸引人。在积极预测推文参与度方面，恐惧比愤怒更强。结果还表明，恐惧和愤怒的词语在前驱阶段参与社交媒体讨论时至关重要。悲伤的词语使推特在慢性阶段不那么吸引人，本研究对如何利用计算方法提高灾害期间应急管理官方账户的可信度提供了详细的指导。研究结果对应急管理人员和危机研究人员都有实际意义。
Natural disasters are increasingly more frequent and intense, which makes it critical for emergency managers to engage social media users during crises. This study examined emergency official accounts' social media engagement at each disaster stage based on Fink's four-stage model of crisis and disaster: prodromal, acute, chronic and termination stages and linked topics and sentiments to engagement.,Using text mining and sentiment analysis, 1,226 original tweets posted by 66 major emergency official Twitter accounts and more than 15,000 retweets elicited across the life cycle of Hurricane Irma were analyzed.,Results identified the most engaging official accounts and tweets. Most tweets and the most engaging tweets were posted in the prodromal stage. Tweets related to certain topics were significantly more engaging than others. The most frequently tweeted topics by official accounts were less engaging than some seldom tweeted topics. Negative sentiment words increased the engagingness of the tweet. Sadness was the strongest predictor of tweet engagement. Tweets that contained fewer sadness words were more engaging. Fear was stronger in positively predicting tweet engagement than anger. Results also demonstrated that words for fear and anger were critical in engaging social media discussions in the prodromal stage. Words for sadness made the tweets less engaging in the chronic stage.,This study provided detailed instructions on how to increase the engagingness of emergency management official accounts during disasters using computational methods. Findings have practical implications for both emergency managers and crisis researchers.
影响因子：
3
作者：
Vladas Griskevicius;M. Shiota;Samantha L. Neufeld;Knutson;Taylor;Kaufman;Peterson;Glover
通讯作者：
Vladas Griskevicius;M. Shiota;Samantha L. Neufeld;Knutson;Taylor;Kaufman;Peterson;Glover