Towards a maturity model for social media use as a support system in crisis management

Presenter

Lucia Herrera

Abstract

Public organizations have a duty of continuity to provide services to their communities whether in crisis or non-crisis times. In doing so, organizations experience periods of unstable equilibrium as they enact processes of transition to adjust to current conjunctures. Social media analytics support the continuity of services by serving as a source of publicly available information. This work in progress explores the possibility of proposing a maturity model to explain transitions between crisis and non-crisis stages in public service organizations (PSOs) using social media as a support system. The talk presents a proof-of-concept emerging from a qualitative study of diverse experiences of use of social media as a support information system in PSOs located in different contexts with a duty to serve their communities. The outcomes from this study inform organizations about the role of support systems in the continuity of services under volatile circumstances.