Online Journal of Communication and Media Technologies

Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature
  • Article Type: Research Article
  • Online Journal of Communication and Media Technologies, 2014 - Volume 4 Issue 1, pp. 105-130
  • Published Online: 25 Jan 2014
  • Article Views: 88 | Article Download: 122
  • Open Access Full Text (PDF)
AMA 10th edition
In-text citation: (1), (2), (3), etc.
Reference: Ruggiero A, Vos M. Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature. Online Journal of Communication and Media Technologies. 2014;4(1), 105-130.
APA 6th edition
In-text citation: (Ruggiero & Vos, 2014)
Reference: Ruggiero, A., & Vos, M. (2014). Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature. Online Journal of Communication and Media Technologies, 4(1), 105-130.
Chicago
In-text citation: (Ruggiero and Vos, 2014)
Reference: Ruggiero, Aino, and Marita Vos. "Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature". Online Journal of Communication and Media Technologies 2014 4 no. 1 (2014): 105-130.
Harvard
In-text citation: (Ruggiero and Vos, 2014)
Reference: Ruggiero, A., and Vos, M. (2014). Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature. Online Journal of Communication and Media Technologies, 4(1), pp. 105-130.
MLA
In-text citation: (Ruggiero and Vos, 2014)
Reference: Ruggiero, Aino et al. "Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature". Online Journal of Communication and Media Technologies, vol. 4, no. 1, 2014, pp. 105-130.
Vancouver
In-text citation: (1), (2), (3), etc.
Reference: Ruggiero A, Vos M. Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature. Online Journal of Communication and Media Technologies. 2014;4(1):105-30.

Abstract

This literature review study aims at clarifying current knowledge on social media monitoring from the perspective of organizational communication and public relations. It also contributes to crisis communication by shedding light on how fast developing social media discourse can be followed and analysed in order to understand citizens’ needs throughout all the phases of a crisis. The findings of this study reveal a number of insights in the scientific literature on the concept of monitoring, the monitoring process, methods, tools and solutions, methodological issues and trends covering the years 2009–2012. In the literature, social media monitoring is described as a process which comprises various steps: preparation, data collection, data analysis and reporting. The methodological issues discussed in the literature show the many challenges still to be addressed. Knowledge connecting the results of monitoring activities to communication strategy making is lacking, indicating a gap to be filled in future studies.

References

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License

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.