Social media and crisis management: CERC, search strategies, and Twitter content

Abstract

The current manuscript explores Twitter use and content in the precrisis stages of a major weather event in the northeast. A multi-level content analysis of tweets collected in the lead up to landfall suggests that emergency management agencies largely underutilized the medium, and that actionable information was easier to find when searching along localized hashtags. The findings are discussed in terms of the Crisis and Emergency Risk Communication (CERC) model of crisis management and implications for emergency management agencies.