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- Genre: Doctoral Dissertation
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ABSTRACT
This dissertation examined how seven federal agencies utilized Twitter during a major natural disaster, Hurricane Sandy. Data collected included tweets between October 26-31, 2012 via TweetTracker, as well as federal social media policy doctrines and elite interviews, to discern patterns in the guidance provided to federal public information officers (PIOs). While scholarly research cites successful local and state government efforts utilizing social media to improve response efforts in a two-way communications interaction, no substantive research addresses social media’s role in crisis response capabilities at the federal level.
This study contributes to the literature in three ways: it focuses solely on the use of social media by federal agencies in a crisis setting; it illuminates policy directives that often hamper federal crisis communication response efforts; and it suggests a proposed model that channels the flow of social media content for PIOs. This is especially important to the safety of the nation moving forward, since crises have increased. Additionally, Twitter was adopted only recently as an official communications tool in 2013. Prior to 2013, social media was applied informally and inconsistently.
The findings of this study reveal a reliance upon a one-way, passive communication approach in social media federal policy directives, as well as vague guidelines in existing crisis communications models. Both dimensions are counter to risk management and crisis communication research, which embrace two-way interactivity with audiences and specific messaging that bolsters community engagement, which are vital to the role of the PIO. The resulting model enables the PIO to provide relevant information to key internal agencies and external audiences in response to a future crisis.
This dissertation examined how seven federal agencies utilized Twitter during a major natural disaster, Hurricane Sandy. Data collected included tweets between October 26-31, 2012 via TweetTracker, as well as federal social media policy doctrines and elite interviews, to discern patterns in the guidance provided to federal public information officers (PIOs). While scholarly research cites successful local and state government efforts utilizing social media to improve response efforts in a two-way communications interaction, no substantive research addresses social media’s role in crisis response capabilities at the federal level.
This study contributes to the literature in three ways: it focuses solely on the use of social media by federal agencies in a crisis setting; it illuminates policy directives that often hamper federal crisis communication response efforts; and it suggests a proposed model that channels the flow of social media content for PIOs. This is especially important to the safety of the nation moving forward, since crises have increased. Additionally, Twitter was adopted only recently as an official communications tool in 2013. Prior to 2013, social media was applied informally and inconsistently.
The findings of this study reveal a reliance upon a one-way, passive communication approach in social media federal policy directives, as well as vague guidelines in existing crisis communications models. Both dimensions are counter to risk management and crisis communication research, which embrace two-way interactivity with audiences and specific messaging that bolsters community engagement, which are vital to the role of the PIO. The resulting model enables the PIO to provide relevant information to key internal agencies and external audiences in response to a future crisis.
ContributorsSmith, Ceeon D. Quiett (Author) / Matera, Fran (Thesis advisor) / Godfrey, Donald (Committee member) / Russell, Dennis (Committee member) / Nadesan, Majia (Committee member) / Arizona State University (Publisher)
Created2017
Description
ABSTRACT
Despite a recognized need for corporations to take greater social responsibility, such responsibility is often lacking in the decisions of corporate America. This lack of attention to social responsibility has numerous implications, not least for the US workforce. Additionally, the workforce itself has a potential role to play in implementing social responsibility. Workers are partly responsible for actions causing negative effects; however, organizations tend to avoid addressing the negative effects as a form of organized irresponsibility. This dissertation examines decisions and actions related to the worker, their work roles, and within their organization. It aims to understand to what extent workers can function as change agents in aligning their organizations with social responsibility as it relates to organizational missions. The methodological approach used to gather data for this dissertation is Socio-Technical Integration Research (STIR), and the framework used to analyze the data is Midstream Modulation. The dissertation advances the STIR methodology in several respects as a result of studying technology startups with a focus towards organizational effects. These advances include measuring how modulations within individual workers’ decisions have outcomes at the organizational level or across multiple departments. Examples of such “organizational modulations” can be seen in two of the three studies at the core of this dissertation. Additionally, I demonstrate that multiple reflexive modulations can be involved in modulation sequences and that modulation sequences can be nested in relation to one another.
Furthermore, I present the Collaborative Change Agent Model, which may possibly be utilized to further discuss decisions and embed concepts such as social responsibility and Responsible Innovation in an individual worker’s decision-making process.
ContributorsZaveri, Shivam Rajeshbhai (Author) / Fisher, Erik (Thesis advisor) / Nadesan, Majia (Committee member) / Maynard, Andrew (Committee member) / Arizona State University (Publisher)
Created2023