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@Houstonpolice: an exploratory case of Twitter during Hurricane Harvey

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Publicado en:Online Information Review vol. 43, no. 7 (2019), p. 1334-1351
Autor principal: Yang, Seungwon
Otros Autores: Stewart, Brenton
Publicado:
Emerald Group Publishing Limited
Materias:
Police Department-Houston TX
Houston Texas
United States > US
Hurricanes
Application programming interface
Emergency preparedness
Law enforcement
Social networks
Information flow
Social network analysis
Text analysis
Emergency management
Electronic government
Researchers
Network analysis
Informatics
Graphical representations
Police
Public participation
Government agencies
Digital media
Disaster management
Eigenvectors
Communication
Interdisciplinary aspects
Information science
Data mining
Reassurance
Discourse strategies
Resilience
Computer mediated communication
Social media
Police departments
Mass media
Crises
Fires
Fire departments
Verbal accounts
N-Gram language models
Departments
Literature Reviews
Citizen Participation
Communication (Thought Transfer)
Information Dissemination
Coding
Government (Administrative Body)
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Resumen:PurposeThe purpose of this paper is to examine the Houston Police Department (HPD)’s public engagement efforts using Twitter during Hurricane Harvey, which was a large-scale urban crisis event.Design/methodology/approachThis study harvested a corpus of over 13,000 tweets using Twitter’s streaming API, across three phases of the Hurricane Harvey event: preparedness, response and recovery. Both text and social network analysis (SNA) techniques were employed including word clouds, n-gram analysis and eigenvector centrality to analyze data.FindingsFindings indicate that departmental tweets coalesced around topics of protocol, reassurance and community resilience. Twitter accounts of governmental agencies, such as regional police departments, local fire departments, municipal offices, and the personal accounts of city’s police and fire chiefs were the most influential actors during the period under review, and Twitter was leveraged as de facto a 9-1-1 dispatch.Practical implicationsEmergency management agencies should consider adopting a three-phase strategy to improve communication and narrowcast specific types of information corresponding to relevant periods of a crisis episode.Originality/valuePrevious studies on police agencies and social media have largely overlooked discrete periods, or phases, in crisis events. To address this gap, the current study leveraged text and SNA to investigate Twitter communications between HPD and the public. This analysis advances understanding of information flows on law enforcement social media networks during crisis and emergency events.
ISSN:1468-4527
1468-4535
0309-314X
1353-2642
DOI:10.1108/OIR-09-2018-0279
Fuente:ABI/INFORM Global