Social media adoption and use for improved emergency services operations: the case of the NSW SES
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.
KeywordsDisaster management Emergency service Social media Facebook Twitter Adoption Use
- Aizcorbe, A. M., Moylan, C. E., & Robbins, C. A. (2009). Toward better measurement of innovation and intangibles. Bureau of Economic Analysis, 89(1), 10–23.Google Scholar
- Bockius, C. (2012). 2012 Is the year for firm-wide adoption of social media.Google Scholar
- Burke, W. Q., Fields, D. A., & Kafai, Y. B. (2010). Entering the clubhouse: Case studies of young programmers joining the online scratch communities. textitJournal of Organizational and End User. Computing, 22, 21.Google Scholar
- Candace Deans, P. (2011). The impact of social media on C-level. MIS Quarterly Executive, 10(4), 187–200.Google Scholar
- Chatfield, T. A., Fosso Wamba, S., & Tatano, H. (2010). E-government challenge in disaster evacuation response: The role of Rfid technology in building safe and secure local communities. In The 43rd Hawaii international conference on system sciences, Koloa, Kauai, Hawaii (pp. 1–10).Google Scholar
- Coles, J. B., Zhang, J., & Zhuang, J. (2017). Bridging the research-practice gap in disaster relief: Using the Ifrc code of conduct to develop an aid model. Annals of Operations Research, 1–21. doi: 10.1007/s10479-017-2488-1.
- Colman, H. L. (2008). Organizational identity and value creation in post-acquisition integration: The spiralling interaction of the target’s contributive and the acquirer’s absorptive capacities. Dissertation, BI Norwegian School of Management, Department of Strategy and Logistics, Oslo. https://brage.bibsys.no/xmlui/bitstream/handle/11250/94332/2008-07-colman.pdf?sequence=1&isAllowed=y.
- Cui, R., Gallino, S., Moreno, A., & Zhang, D. J. (2017). The operational value of social media information. Production and Operations Management. doi: 10.1111/poms.12707.
- Culnan, M. J., McHugh, P. J., & Zubillaga, J. I. (2010). How large U.S. companies can use twitter and other social media to gain business value. MIS Quarterly Executive, 9(4), 243–259.Google Scholar
- Darrow, B. (2017). Linkedin Claims Half a Billion Users. http://fortune.com/2017/04/24/linkedin-users/.
- Eisenhardt, K. M. (1989). Building theories from case study research. Academy of Management Review, 14(4), 532–550.Google Scholar
- Fisher, L. (2011). The key trends in social commerce. Retrieved June 27, 2011, from http://thenextweb.com/socialmedia/2011/03/08/the-key-trends-in-social-commerce/.
- Flew, T., Bruns, A., Burgess, J., Ben-Harush, O., Potter, E., & Newton, J. (2015). Support frameworks for the use of social media by emergency management organisations. Brisbane City: Digital Media Research Centre, Centre for Emergency and Disaster Management, Queensland University of Technology.Google Scholar
- Fosso Wamba, S., & Carter, L. (2014). Social media tools adoption and use by SMEs: An empirical study. Journal of Organizational and End User Computing, 26(2), 1–17.Google Scholar
- Fosso Wamba, S., Edwards, A., & Sharma, R. (2012). ‘Big Data’ as a strategic enabler of superior emergency service management: Lessons from the New South Wales State Emergency Service. In ICIS 2012 MIS Quarterly Executive Workshop. USA: Orlando.Google Scholar
- Fosso Wamba, S., & Edwards, A. J. (2014). Factors related to social media adoption and use for emergency services operations: The case of the NSW SES. In 20th Americas conference on information systems. Savannah, Georgia, USA.Google Scholar
- Gal, U., Lyytinen, K., & Yoo, Y. (2008). The dynamics of it boundary objects, information infrastructures, and organisational identities: The introduction of 3d modelling technologies into the architecture, engineering, and construction industry. European Journal of Information Systems, 17, 290–304.CrossRefGoogle Scholar
- Gallaugher, J., & Ransbotham, S. (2011). Social media and customer dialog management at Starbucks. MIS Quarterly Executive, 4, 197–212.Google Scholar
- Gupta, R., & Brooks, H. (2013). Using social media for global security. Indianapolis: Wiley.Google Scholar
- Hamm, B. (2012). The police, social media and the Queensland floods. Retrieved June 1, 2013, from http://www.smk.net.au/article/the-police-social-media-and-the-queensland-floods.
- Husin, M. H., & Hanisch, J. (2011). Utilising the social media and organisation policy (Someop) framework: An Example of organisational policy development within a public sector entity. In V. Tuunainen, J. Nandhakumar, M. Rossi, & W. Soliman (Eds.) 19th European conference on information systems (pp. 3096–3107), Helsinki, Finland.Google Scholar
- Kiron, D., Palmer, D., Phillips, A. N., & Kruschwitz, N. (2012). What managers really think about social business. MIT Sloan Management Review, 53(4), 51–59.Google Scholar
- Magnusson, M., Bellström, P., & Thoren, C. (2012). Facebook usage in government—A case study of information content. In 18th Americas conference on information systems (AMCIS 2012) (pp. 1–10), Seattle, Washington, USA.Google Scholar
- NSW Government. (2011). NSW (2012): A plan to make NSW number one. Department of Premier and Cabinet (ed.).Google Scholar
- NSW SES. (2011). Social Networking Policy. Wollongong, Australia.Google Scholar
- NSW SES. (2016). Annual Report 2015-16. Retrieved April 29, 2017, from https://www.ses.nsw.gov.au/media/1225/nswses_annual_report_2015_16_8mb.pdf.
- Oloruntoba, R., Hossain, G. F., & Wagner, B. (2016). Theory in humanitarian operations research. Annals of Operations Research, 1–18. doi: 10.1007/s10479-016-2378-y.
- Picazo-Vela, S., Gutiérrez-Martinez, I., & Luna-Reyes, L. F. (2011). Social media in the public sector: Perceived benefits, costs and strategic alternatives. In 12th Annual international conference on digital government research (dg.o 2011) (pp. 198–203), College Park, MD, USA: ACM.Google Scholar
- Ponserre, S., Guha-Sapir, D., Vos, F., & Below, R. (2012). Annual disaster statistical review 2011.Google Scholar
- Porter, M. E., & Millar, V. E. (1985). How information gives you competitive advantage. Harvard Business Review, 63(4), 149–160.Google Scholar
- Reuter, C., & Spielhofer, T. (2016). Towards social resilience: A quantitative and qualitative survey on citizens’ perception of social media in emergencies in Europe. Technological Forecasting and Social Change).Google Scholar
- Rogers, E. M. (2003). Diffusion of innovation. New York: Free Press.Google Scholar
- Sandsmark, F. (2011). From social media to social commerce. Microsoft Global High Tech Summit II. Santa Clara, California, USA: Springer.Google Scholar
- Scholl, H. J., Patin, B. J., & Chatfield, A. T. (2012). Ict-enabled city government field operations: Resiliency during extreme events. In 45th Hawaii international conference on system sciences (HICSS-45) (pp. 2346–2356), Maui, HI, USA: IEEE.Google Scholar
- Scott, S. G., & Lane, V. R. (2000). A stakeholder approach to organizational identity. The Academy of Management Review, 25(1), 43–62.Google Scholar
- Steininger, D. M., Wunderlich, P., & Pohl, F. (2013). Exploring competitive advantage of social networking sites: A business model perspective. In 21st European conference on information systems. Utrecht, Netherlands.Google Scholar
- Sushil. (2017). Theory Building Using Sap-Lap Linkages: An Application in the Context of Disaster Management,” Annals of Operations Research, 1–26. doi: 10.1007/s10479-017-2425-3.
- Yin, R. K. (1994). Case study research: Design and methods. Newbury Park, CA: Sage.Google Scholar
- Zaltman, G., Duncan, R., & Holbeck, J. (1973). Innovations and organizations. New York: Wiley.Google Scholar