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Social Media in Crisis: When Professional Responders Meet Digital Volunteers

Author

Listed:
  • Hughes Amanda Lee

    (Computer Science Department, Utah State University, Logan, UT, USA)

  • Tapia Andrea H.

    (College of Information Sciences and Technology, Penn State University, State College, PA, USA)

Abstract

In this paper, we examine the socio-technical impact that social media has had on coordination between professional emergency responders and digital volunteers. Drawing from the research literature, we outline the problem space and explore ways to improve coordination and collaboration between these two groups. Possible improvements include mediators, revisiting trust, emergency policy and process changes, a bounded social environment, digital volunteer data as context, and computational solutions. As the space matures and collaboration improves, we predict that professional responders will begin to rely on the data and products produced by digital volunteers. Volunteer groups will be challenged to mature as well, to develop volunteer management systems, permanent staff, data management practices, and training for new volunteers to ensure consistent response to professional responders as needed.

Suggested Citation

  • Hughes Amanda Lee & Tapia Andrea H., 2015. "Social Media in Crisis: When Professional Responders Meet Digital Volunteers," Journal of Homeland Security and Emergency Management, De Gruyter, vol. 12(3), pages 679-706, September.
    • Handle: RePEc:bpj:johsem:v:12:y:2015:i:3:p:679-706:n:8
    DOI: 10.1515/jhsem-2014-0080
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    Cited by:

    1. Narayan Prasad Nagendra & Gopalakrishnan Narayanamurthy & Roger Moser, 2022. "Management of humanitarian relief operations using satellite big data analytics: the case of Kerala floods," Annals of Operations Research, Springer, vol. 319(1), pages 885-910, December.

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