scholarly journals Implementing STREMII: A practical guide for crisis communication on social media during hurricanes and natural disasters

2018 ◽  
Vol 1 ◽  
pp. 27-29
Author(s):  
Margaret Stewart ◽  
Cory Young
Keyword(s):  
Social Media ◽  
Natural Disasters ◽  
Crisis Communication ◽  
Best Practice ◽  
Practical Guide ◽  
Social Listening

This paper details a practical series of recommendations to implement the two ongoing stages of the STREMII model – Social Listening and Responsive Engagement – during a crisis event. First, we outline the original STREMII model, then detail and discuss a revised and updated version of the model. Then, we describe steps for getting started using the STREMII model for social media crisis communication, and, finally, present suggestions for uses of best practice for the model.

scholarly journals Emotions in Social Media: An Analysis of Tweet Responses to MH370 Search Suspension Announcement

2019 ◽  
Vol 57 (2) ◽  
pp. 194-211 ◽  
Author(s):  
Su Lin Yeo ◽  
Augustine Pang ◽  
Michelle Cheong ◽  
Jerome Quincy Yeo
Keyword(s):  
Social Media ◽  
Real Time ◽  
Crisis Communication ◽  
Mapping Model ◽  
Media Attention ◽  
Crisis Mapping ◽  
History Of ◽  
Social Listening

Considered one of the deadliest incidents in the history of aviation crises and labelled a “continuing mystery,” the ongoing search for the missing Malaysia Airlines Flight 370 offers no closure. With endless media attention, and negative reactions of stakeholders to every decision made by the airline, this study investigates the types of emotions found in social media posted by publics to the MH370 search suspension announcement. It content analyzed 5,062 real-time tweet messages guided by the revised integrated crisis mapping model. Our findings indicated that, in addition to the four original emotions posited, there was a fifth emotion because of the long-drawn crisis and only two dominant emotions were similar to the model. A redrawn version to better encapsulate all the emotions is offered for one quadrant in the model. Implications for both crisis communication scholarship and the importance of social listening for organizations are discussed.

‘My Teacher Told me “Toowoomba will Never Flood”’: Regional Community Uses of Facebook During the 2011 Queensland Floods

2013 ◽  
Vol 20 (1) ◽  
pp. 86-95
Author(s):  
Kelly McWilliam
Keyword(s):  
Social Media ◽  
Natural Disasters ◽  
Crisis Communication ◽  
Media Use ◽  
Community Responses ◽  
Regional Community ◽  
Use Of Social Media

Regional Queensland and social media are not standard bedfellows in studies of Australian media use. Yet regional community responses to recent natural disasters on Facebook in particular warrant further investigation. Indeed, while the increasing use of social media by government organisations during disasters and other crises is by now well documented, the comparative surge in community uses — and particularly regional community uses — has received considerably less attention. This article is broadly interested in regional Queensland uses of Facebook during the 2011 Queensland floods, specifically the ‘Toowoomba & Darling Downs Flood Photos & Info Page’ (https://www.facebook.com/TmbaLockyerFloods?fref=ts 10 January 2011). Drawing on an interview with the page's creator, I consider both the speed and apparent efficacy of the page as a tool of grassroots (or unofficial) crisis communication, partly compared with its most obvious official counterpart, the Toowoomba Regional Council's Facebook page. Ultimately, I argue that the ‘Toowoomba & Darling Downs Flood Photos & Info Page’ offers an emphatically more useful model of social media-based crisis communication from which others might draw.

scholarly journals Social listening during crises: A practitioner guide for crisis communication on social media

2019 ◽  
Vol 2 (2019) ◽  
pp. 38-40
Author(s):  
Cory Young ◽  
Hunter Simmons ◽  
Margaret Stewart
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Crisis Communication ◽  
Practical Implementation ◽  
Management Plans ◽  
Cyclical Process ◽  
Social Listening

Stewart & Wilson (2016) created the STREMII model (pronounced STREAM-ee) as a means to assist institutions and organizations with social media crisis communication using a six-stage cyclical process, including: (1) social listening, (2) targeting audience(s), (3) engaging & responding, (4) monitoring and evaluating, (5) interacting, and (6) implementing changes [1] . Stewart & Young (2017) revisited the model, refining the stages to highlight the need for ongoing social listening and responsive engagement across all levels of crisis [2]. At present, the model is theoretical and applied only within a pedagogical context. In order for the STREMII model to be useful for practical implementation and relevant outside the theoretical and pedagogical contexts, we must develop a practical set of actionable steps for practitioners (crisis communicators and social media strategists). To accomplish this, we surveyed practitioners about the process they engage in listening, interacting and responding to audiences on social media during a crisis, and how they monitor and evaluate their responses and outcomes. The desired outcome of this research is to create a practical set of actionable steps for crisis practitioners and social media strategists, with specific guidelines, considerations and recommendations for adopting the STREMII model and integrating it into existing crisis management plans and social media strategies.

scholarly journals The Role of Social Media on Jordanian Universities and Practice of Risk Management

2017 ◽  
Vol 20 (1) ◽  
pp. 10-20 ◽  
Author(s):  
Hossam Haddad
Keyword(s):  
Social Media ◽  
Risk Management ◽  
Crisis Communication ◽  
Best Practice ◽  
Management Plan ◽  
Crisis Communications ◽  
The University ◽  
The Impact ◽  
Ministry Of Higher Education

AbstractThis research aims at: (1) identifying the impact of social media on Jordanian universities, in relevance to reputation and crisis communications; (2) investigating the measures applied to deal with possible reputation and crisis emergencies, and (3) developing a risk register for ensuring best practice of risk management. One hundred questionnaires were randomly distributed to 5 universities, and 20 students were selected from each one. The findings have revealed that the connection between social media and risk management has a great impact on the reputation of the university. In accordance with this, operational authorities in Jordan, as the Ministry of Higher Education should demonstrate to Jordanian universities how essential it is to implement a crisis communication and risk management plan in relevance to social media as well as other processes.

COVID-19: knowledge, awareness and perceived stress among Jordanian healthcare providers (Preprint)

2020 ◽  
Author(s):  
Emad Aborajooh ◽  
Mohammed Qussay Al-Sabbagh ◽  
Baraa Mafrachi ◽  
Muhammad Yassin ◽  
Rami Dwairi ◽  
...  
Keyword(s):  
Social Media ◽  
Psychological Stress ◽  
Health Care Providers ◽  
Best Practice ◽  
Healthcare Providers ◽  
Cross Sectional Study ◽  
Care Providers ◽  
Cross Sectional ◽  
Ordinal Logistic Regression Analysis ◽  
Source Of Information

UNSTRUCTURED We aimed to measure levels of knowledge, awareness, and stress about COVID-19 among health care providers (HCP) in Jordan. This was a cross-sectional study on 397 HCPs that utilized an internet-based questionnaire to evaluate knowledge about COVID-19, availability of personal protective equipment (PEE), future perception, and psychological distress. Ordinal logistic regression analysis was used to evaluate factors associated with knowledge and psychological stress. Overall, 24.4% and 21.2% of the participants showed excellent knowledge and poor knowledge, respectively. Social media (61.7%) was the most commonly used source of information. Being female (β= 0.521, 95% CI 0.049 to 0.992), physician (β=1.421, 95% CI 0.849 to 1.992), or using literature to gain knowledge (β= 1.161, 95% CI 0.657 to 1.664) were positive predictors of higher knowledge. While having higher stress (β= -0.854, 95% CI -1.488 to -0.221) and using social media (β= -0.434, 95% CI -0.865 to -0.003) or conventional media (β= -0.884, 95% CI -1.358 to -0.409) for information were negative predictors of knowledge levels. HCPs are advised to use the literature as a source of information about the virus, its transmission, and the best practice. PPEs should be secured for HCPs to the psychological stress associated with treating COVID-19 patients.

Social Listening to Create Bespoke Customer Experiences: Best Practices for Hospitality Operators

2021 ◽  
pp. 193896552199308
Author(s):  
Kathryn A. LaTour ◽  
Ana Brant
Keyword(s):  
Social Media ◽  
Best Practices ◽  
Real Time ◽  
Brand Image ◽  
Customer Experience ◽  
Current Experience ◽  
Social Listening

Most hospitality operators use social media in their communications as a means to communicate brand image and provide information to customers. Our focus is on a two-way exchange whereby a customer’s social posting is reacted to in real-time by the provider to enhance the customer’s current experience. Using social media in this way is new, and the provider needs to carefully balance privacy and personalization. We describe the process by which the Dorchester Collection Customer Experience (CX) Team approached its social listening program and share lessons to identify best practices for hospitality operators wanting to delight their customers through insights gained from social listening.

scholarly journals Social Media in and Around a Temporary Large-Scale Refugee Shelter in the Netherlands

2021 ◽  
Vol 7 (2) ◽  
pp. 205630512110249
Author(s):  
Peer Smets ◽  
Younes Younes ◽  
Marinka Dohmen ◽  
Kees Boersma ◽  
Lenie Brouwer
Keyword(s):  
Social Media ◽  
The Netherlands ◽  
Crisis Communication ◽  
Asylum Seekers ◽  
Large Scale ◽  
State Policies ◽  
Refugee Crisis ◽  
Top Down ◽  
And Migration

During the 2015 refugee crisis in Europe, temporary refugee shelters arose in the Netherlands to shelter the large influx of asylum seekers. The largest shelter was located in the eastern part of the country. This shelter, where tents housed nearly 3,000 asylum seekers, was managed with a firm top-down approach. However, many residents of the shelter—mainly Syrians and Eritreans—developed horizontal relations with the local receiving society, using social media to establish contact and exchange services and goods. This case study shows how various types of crisis communication played a role and how the different worlds came together. Connectivity is discussed in relation to inclusion, based on resilient (non-)humanitarian approaches that link society with social media. Moreover, we argue that the refugee crisis can be better understood by looking through the lens of connectivity, practices, and migration infrastructure instead of focusing only on state policies.

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