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Conference Papers Year : 2021

Ecosystem of Social Media Listening Practices for Crisis Management

Lucia Castro Herrera
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Tim A. Majchrzak
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Abstract

The benefits of using social media data as a source of information are recognized by both practice and research in crisis management. However, the existing understanding on the matter is fragmented, it oscillates between techno-determinisms and socio-determinisms, which does not provide a holistic picture. In this paper we argue that to better adapt social media data use practices, an ecosystem perspective is needed. In doing so, we conducted a systematic literature review and identified the various entities and their interrelationships that configure the practices of social media listening for crisis management. Then, we summarize our findings by proposing a conceptual ecosystem of practice. Finally, we suggest its implications for future research and practice.
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hal-03648142 , version 1 (21-04-2022)

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Lucia Castro Herrera, Tim A. Majchrzak, Devinder Thapa. Ecosystem of Social Media Listening Practices for Crisis Management. 20th Conference on e-Business, e-Services and e-Society (I3E), Sep 2021, Galway, Ireland. pp.710-722, ⟨10.1007/978-3-030-85447-8_59⟩. ⟨hal-03648142⟩
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