User-generated crisis communication: exploring crisis frames on Twitter during hurricane Harvey

• Heather Riddell ^[1] ; Christopher Fenner ^[1]
  1. [1] University of West Florida

     University of West Florida

     Estados Unidos

     
• Localización: Southern communication journal, ISSN 1041-794X, Vol. 86, nº 1, 2021, págs. 31-45
• Idioma: inglés
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• Resumen

  • Traditional mass media effect theories place the burden of crisis communication on the organization or media. Analysis of user-generated content alongside traditional media and organizational content can provide insight into how the general public views the event and their information needs. Twitter was used for this study since it is frequently used for news information. A content analysis of tweets made during Hurricane Harvey by users, organizations, and traditional media showed that Twitter users are using similar frames, and many times collectively framing the situation before the organization or media. Findings indicate an increasing role of user-generated messages during a crisis and a need for an integrated approach by organizations and the media.