Twitter as an emergency communication tool: analysis of institutional profiles and proposals for improvement based on the attacks in Barcelona and Cambrils in 2017
Abstract
This paper analyzes the communicative management on Twitter of the terrorist attacks that occurred in La Rambla in Barcelona and in Cambrils on 17 and 18 August 2017. The use made of the platform by the competent public institutions in charge of emergency management is investigated. The analysis focuses on the period between 17 and 24 August. The study uses mixed methodology, using quantitative analysis of Twitter metrics and content analysis as main research techniques. It is concluded that Civil Protection and Mossos de Esquadra were the leading managers of the crisis. Nonetheless, the profiles of the National Police, Civil Guard and the Ministry of the Interior were the most viral. Finally, it should be noted that the information transmitted by political-institutional profiles such as the Ministry of the Interior and the ministries was of little public interest, falling into "overexposure of politics."
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