'Respectfully Yours in Safety and Service' - Emergency Management & Social Media Evangelism

11 Pages Posted: 22 Mar 2010 Last revised: 9 Oct 2015

See all articles by Mark Latonero

Mark Latonero

Data & Society Research Institute; USC Annenberg School of Communication

Irina Shklovski

IT University of Copenhagen

Date Written: March 7, 2010


In this paper we consider how emergency response organizations utilize available social media technologies to communicate with the public in emergencies and to potentially collect valuable information using the public as sources of information on the ground. We discuss the use of public social media tools from the emergency management professionals’ viewpoint with a particular focus on the use of Twitter. Little research has investigated Twitter usage in crisis situations from an organizational perspective. This paper contributes to our understanding of organizational innovation, risk communication, and technology adoption by emergency management. An in-depth case study of Public Information Officers of the Los Angeles Fire Department highlights the importance of the information evangelist within emergency management organizations and details the challenges those organizations face with an engagement with social media and Twitter. This article provides insights into practices and challenges of new media implementation for crisis and risk management organizations.

Keywords: Twitter, Social Media, Organizations, LAFD, Risk Communication, Emergency Management, Information Evangelism

Suggested Citation

Latonero, Mark and Shklovski, Irina, 'Respectfully Yours in Safety and Service' - Emergency Management & Social Media Evangelism (March 7, 2010). Available at SSRN: https://ssrn.com/abstract=1566423 or http://dx.doi.org/10.2139/ssrn.1566423

Mark Latonero (Contact Author)

Data & Society Research Institute ( email )

36 West 20th Street
New York,, NY New York 10011
United States

USC Annenberg School of Communication ( email )

2250 Alcazar Street
Los Angeles, CA 90089
United States

Irina Shklovski

IT University of Copenhagen ( email )


HOME PAGE: http://www.itu.dk/people/irsh

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