Patric R. Spence

A social network as information: The effect of system generated reports of connectedness on credibility on Twitter

Social media have gained increased usage rapidly for a variety of reasons. News and information is one such reason. The current study examines how system-generated cues available in social media impact perceptions of a sources credibility. Participants were asked to view one of six mock Twitter.com pages that varied both the number of followers and the ratio between followers and follows on the page and report their perceived source credibility. Data indicate that curvilinear effects for number of followers exist, such that having too many or too few connections results in lower judgments of expertise and trustworthiness. Having a narrow gap between the number of followers and follows also led to increased judgments of competence. Implications of these findings are discussed, along with limitations of the current study and directions for future research.

Crisis Communication, Race, and Natural Disasters:

This study compares differences in crisis preparation, information-seeking patterns, and media use on the basis of race in the aftermath of Hurricane Katrina. Surveys are collected from 935 Katrina evacuees relocated in different areas of the United States. Results indicate differences in crisis preparation and information seeking on the basis of race. Results also demonstrate a continued need to create messages encouraging crisis preparation, especially among at-risk subpopulations.

Is that a bot running the social media feed? Testing the differences in perceptions of communication quality for a human agent and a bot agent on Twitter

Due to the growth and popularity of Twitter, automated programs that can tweet are increasingly developed and employed. In line with the Computers Are Social Actors (CASA) paradigm (Reeves & Nass, 1996), findings suggest that Twitterbots are perceived as credible, attractive, competent in communication, and interactional. Additionally, there were no differences in the perceptions of source credibility, communication competence, or interactional intentions between the bot and human Twitter agents. However, the source of the human Twitter agent was rated higher in attraction (social and task) than was the Twitterbot. Results are discussed in light of CASA. Implications for organizations that might employ Twitterbots are also addressed.

Gender and Age Effects on Information-Seeking after 9/11

This study investigated the relationship between gender, age and information-seeking behavior after the terrorist attacks of September 11th, 2001, drawing on uncertainty reduction and placing the study in the framework of a crisis event. Surveys were collected from 1329 respondents from three different geographic regions in the United States between two and five days after the terrorist attacks. Results indicated that females regarded television and radio as more useful than males, while males reported the Internet as a more useful source of information. Differences for age were also found for use of print media and the Internet. These findings are discussed, along with limitations and suggestions for future research.

Media Use and Information Needs of the Disabled During a Natural Disaster

This study examined differences in evacuation, crisis preparation, information-seeking patterns, and media use among the communities of disabled and non-disabled evacuees in the aftermath of Hurricane Katrina. Surveys were collected from 554 Katrina evacuees temporarily relocated in different areas of the United States. Results indicate differences in crisis preparation and evacuation plans, with disabled subpopulations being more likely to prepare emergency supplies but less likely to have an evacuation plan. Differences between the disabled and non-disabled subpopulations also existed in information-seeking habits. Media use was similar between disabled and non-disabled respondents.

How much Klout do you have ... A test of system generated cues on source credibility

Abstract Social media provides a great deal of information about the users; whether it is personal likes or dislikes, social connections and networks, or general emotional states in ways not previously available to others. As a result, judgments and perceptions of a person’s credibility can be made from examining posts, tweets, or other indicators on social media ( Westerman, Spence, & Van Der Heide, 2012 ). Because social media users create their own content, the question of how others make judgments about credibility is important ( Haas & Wearden, 2003 ). However, until recently, a single indicator of a person’s influence on social media networks did not exist. Klout.com developed an popular indicator of this influence that creates a single score based on the idea that “everyone has influence—the ability to drive action”. The purpose of the study is to determine whether and to what degree a Klout score can influence perceptions of credibility. Results demonstrated that the mock Twitter page with a high Klout score was perceived as higher in dimensions of credibility than the identical mock Twitter page with a moderate or low Klout score.

Variability in Twitter content across the stages of a natural disaster: Implications for crisis communication

Little is known about the ways in which social media, such as Twitter, function as conduits for information related to crises and emergencies. The current study analyzed the content of over 1,500 Tweets that were sent in the days leading up to the landfall of Hurricane Sandy. Time-series analyses reveal that relevant information became less prevalent as the crisis moved from the prodromal to acute phase, and information concerning specific remedial behaviors was absent. Implications for government agencies and emergency responders are discussed.

Adjusting to Uncertainty: Coping Strategies Among The Displaced After Hurricane Katrina

This study examined the coping strategies of individuals displaced after Hurricane Katrina. Following the evacuation of New Orleans, surveys were administered to those individuals displaced by Katrina and relocated to shelters or in Disaster Centers in Cape Cod, Massachusetts; Lansing, Michigan; different parts of Indiana and Kentucky; and federal aid distribution centers throughout Texas. Results indicated that talking, staying informed, and praying emerged as predictors of changes in psychological stress during relocation. Differences emerged in coping strategies based on gender, race, and income; however, age did not emerge as a factor. Recommendations are made to use these results for postcrisis response and coordination.

Expressions of risk awareness and concern through Twitter: On the utility of using the medium as an indication of audience needs

Abstract Twitter is increasingly gaining momentum as a trusted source for news and information. A significant body of research suggests that during crises and emergencies, people rely on the medium for timely updates and real time information. Simultaneously, Twitter content may be a useful tool for identifying specific audience needs and concerns. The current study quantitatively analyzed tweets related to Hurricane Sandy in the days leading up to landfall. Areas examined include expressions of risk awareness and concern, and the ways in which these statements differ across age, sex, ethnicity, and language group. The findings are discussed in terms of the ways in which emergency managers may be able to use the systematic analysis of Twitter content in identifying audience needs.

Social media and crisis management

The current manuscript explores Twitter use and content in the precrisis stages of a major weather event in the northeast. A multi-level content analysis of tweets collected in the lead up to landfall suggests that emergency management agencies largely underutilized the medium, and that actionable information was easier to find when searching along localized hashtags. The findings are discussed in terms of the Crisis and Emergency Risk Communication (CERC) model of crisis management and implications for emergency management agencies. We examined a large number of tweets in the days leading up to a major snowstorm.Twitter content dealt more with affective orientation than actionable information.Actionable information was easier to find using localized hashtags.Emergency management agencies were largely absent from the conversation.