Digital Tools and Crisis Communicaton: The Role of Social Media according to Experts (2015)

Abstract

The strategic management of crisis communication is facing major changes which institutions may adapt to such changes quickly. The emergence of social networks is a challenge for agencies or communication officers that act as first responders in managing a crisis. Knowing the role of social media in crisis communication plans has become a determinant aspect. Through the Delphi method, a questionnaire was answered by a total of 30 international experts. The results show that social networks are not fully incorporated into communication strategies in crisis, and therefore the government should do more to adapt to this new paradigm of communication. The training, updated communication plans and the reluctance towards the social media; are some of the weaknesses that we have found in this study.