Retweets of officials' alarming vs reassuring messages during the COVID-19 pandemic: Implications for crisis management. (December 2020)

• Record Type: Journal Article
• Authors: Rao, H. Raghav; Vemprala, Naga; Akello, Patricia; Valecha, Rohit
• Is Part Of: International journal of information management. Volume 55(2020)
• Publication Date: 2020-12
• Subjects: Covid-19 -- Coronavirus -- Reassurance -- Alarming -- Twitter -- Social media -- Analytics -- Government -- Crisis management; Social sciences -- Information services -- Periodicals; Social sciences -- Research -- Periodicals; Information science -- Periodicals; Management information systems -- Periodicals; Knowledge management -- Periodicals; Sciences sociales -- Documentation, Services de -- Périodiques; Sciences sociales -- Recherche -- Périodiques; Sciences de l'information -- Périodiques; Systèmes d'information de gestion -- Périodiques; Information science; Management information systems; Social sciences -- Information services; Social sciences -- Research; Periodicals; Electronic journals; 025.52068
• DOI: 10.1016/j.ijinfomgt.2020.102187
• Languages: English
• ISSNs: 0268-4012

Abstract

Abstract: Coronavirus related discussions have spiraled at an exponential rate since its initial outbreak. By the end of May, more than 6 million people were diagnosed with this infection. Twitter witnessed an outpouring of anxious tweets through messages associated with the spread of the virus. Government and health officials replied to the troubling tweets, reassuring the public with regular alerts on the virus's progress and information to defend against the virus. We observe that social media users are worried about Covid 19-related crisis and we identify three separate conversations on virus contagion, prevention, and the economy. We analyze the tone of officials' tweet text as alarming and reassuring and capture the response of Twitter users to official communications. Such studies can provide insights to health officials and government agencies for crisis management, specifically regarding communicating emergency information to the public via social media for establishing reassurance.