Public Expectations of Social Media Use by Critical Infrastructure Operators During Crises: Lessons Learned from France - Inria - Institut national de recherche en sciences et technologies du numérique Accéder directement au contenu
Communication Dans Un Congrès Année : 2019

Public Expectations of Social Media Use by Critical Infrastructure Operators During Crises: Lessons Learned from France

Résumé

Previous research into the role of social media in crisis communication has tended to overlook how critical infrastructure (CI) operators might benefit from sites such as Facebook and Twitter, focusing instead on how emergency managers and the general public use such platforms. This paper sets out to address this gap by empirically exploring the expectations of French citizens in relation to the crisis communication strategies deployed by CI operators during major incidents. It does so by reviewing the literature on crisis communication, presenting the results of an online questionnaire, and comparing these results to the current practices of the A31 Highway in France, which were examined via a semi-structured interview. Results indicate that members of the public expect CI operators to communicate via traditional and social media. Therefore, the paper proposes that A31 Highway operators should expand their current practices to include social media.
Fichier principal
Vignette du fichier
467711_1_En_15_Chapter.pdf (306.49 Ko) Télécharger le fichier
Origine : Fichiers produits par l'(les) auteur(s)
Loading...

Dates et versions

hal-02280327 , version 1 (06-09-2019)

Licence

Paternité

Identifiants

Citer

Laura Petersen, Laure Fallou, Paul Reilly, Elisa Serafinelli. Public Expectations of Social Media Use by Critical Infrastructure Operators During Crises: Lessons Learned from France. 2nd International Conference on Information Technology in Disaster Risk Reduction (ITDRR), Oct 2017, Sofia, Bulgaria. pp.177-189, ⟨10.1007/978-3-030-18293-9_15⟩. ⟨hal-02280327⟩
43 Consultations
29 Téléchargements

Altmetric

Partager

Gmail Facebook X LinkedIn More