Social media adoption and use for improved emergency services operations: the case of the NSW SES

Samuel Fosso Wamba*, Andrew Edwards, Shahriar Akter

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

28 Citations (Scopus)

Abstract

Despite the exponential growth of social media in emergency services design and delivery, academic research and managerial practice have paid little attention to how to adopt and use it to transform operations and enhance organizational performance. This paper aims to provide some insights of a longitudinal case study of the adoption and use of social media technologies by the New South Wales (NSW) state emergency service (SES) in Australia. The study identifies a set of internal and external factors explaining the adoption and use of social media by the NSW SES including: the social media bandwagon effect, the effectiveness of social media use during the January 2011 Queensland floods, the NSW state strategic planning on emergency services, the opportunity offered by the upgrade of the NSW SES web site, and a strong internal management leadership toward the use of social media to support emergency operations. Finally, implications for research and practice are discussed.

Original languageEnglish
Pages (from-to)225-245
Number of pages21
JournalAnnals of Operations Research
Volume283
Issue number1-2
Early online date29 May 2017
DOIs
Publication statusPublished - Dec 2019

Keywords

  • Disaster management
  • Emergency service
  • Facebook
  • Social media
  • Twitter
  • Adoption
  • Use

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