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Adeyeye, K and Emmitt, S (2017) Multi-scale, integrated strategies for urban flood resilience. International Journal of Disaster Resilience in the Built Environment, 8(05), 494-520.

Ahmed, I (2016) Housing and resilience: case studies from the Cook Islands. International Journal of Disaster Resilience in the Built Environment, 7(05), 489-500.

Ali, R A, Mannakkara, S and Wilkinson, S (2020) Factors affecting successful transition between post-disaster recovery phases: a case study of 2010 floods in Sindh, Pakistan. International Journal of Disaster Resilience in the Built Environment, 11(05), 597–614.

Baroudi, B and Rapp, R (2016) Disaster restoration project management: leadership education and methods. International Journal of Disaster Resilience in the Built Environment, 7(05), 434-43.

Choi, C Y and Honda, R (2019) Motive and conflict in the disaster recovery process. International Journal of Disaster Resilience in the Built Environment, 10(05), 408–19.

Durage, S W, Wirasinghe, S C and Ruwanpura, J Y (2017) Tornado mitigation network analysis and simulation. International Journal of Disaster Resilience in the Built Environment, 8(05), 478-93.

Feofilovs, M, Romagnoli, F, Gotangco, C K, Josol, J C, Jardeleza, J M P, Litam, J E, Campos, J I and Abenojar, K (2020) Assessing resilience against floods with a system dynamics approach: a comparative study of two models. International Journal of Disaster Resilience in the Built Environment, 11(05), 615–29.

Firouzi Jahantigh, F and Jannat, F (2019) Analyzing the sequence and interrelations of Natech disasters in Urban areas using interpretive structural modelling (ISM). International Journal of Disaster Resilience in the Built Environment, 10(05), 392–407.

Ganguly, K K, Padhy, R K and Rai, S S (2017) Managing the humanitarian supply chain: a fuzzy logic approach. International Journal of Disaster Resilience in the Built Environment, 8(05), 521-36.

Harisuthan, S, Hasalanka, H, Kularatne, D and Siriwardana, C (2020) Applicability of the PTVA-4 model to evaluate the structural vulnerability of hospitals in Sri Lanka against tsunami. International Journal of Disaster Resilience in the Built Environment, 11(05), 581–96.

Huong, H T L and Dzung, L H (2020) Criteria for flood warning levels in Vietnam. International Journal of Disaster Resilience in the Built Environment, 11(05), 645–58.

Ismail, F Z, Halog, A and Smith, C (2017) How sustainable is disaster resilience? An overview of sustainable construction approach in post-disaster housing reconstruction. International Journal of Disaster Resilience in the Built Environment, 8(05), 555-72.

Kashem, S B (2019) Housing practices and livelihood challenges in the hazard-prone contested spaces of rural Bangladesh. International Journal of Disaster Resilience in the Built Environment, 10(05), 420–34.

Kimura, N, Tai, A and Hashimoto, A (2017) Flood caused by driftwood accumulation at a bridge. International Journal of Disaster Resilience in the Built Environment, 8(05), 466-77.

Kuittinen, M (2016) Does the use of recycled concrete lower the carbon footprint in humanitarian construction?. International Journal of Disaster Resilience in the Built Environment, 7(05), 472-88.

Low, S P, Gao, S and Wong, G Q E (2017) Resilience of hospital facilities in Singapore’s healthcare industry: a pilot study. International Journal of Disaster Resilience in the Built Environment, 8(05), 537-54.

Maal, M and Wilson-North, M (2019) Social media in crisis communication – the “do’s” and “don’ts”. International Journal of Disaster Resilience in the Built Environment, 10(05), 379–91.

  • Type: Journal Article
  • Keywords: Best practice; Social media; Communication; Case studies; Crisis communication; Emergency management;
  • ISBN/ISSN: 1759-5908
  • URL: https://doi.org/10.1108/IJDRBE-06-2014-0044
  • Abstract:
    The use of social media in crisis communication is growing and spreading in an instantaneous speed. The social media technology enables immediate information sharing reaching millions of users on various social media platforms. This paper has gathered lessons learnt from the experiences of the Norfolk Fire and Rescue Service in the UK, the Oslo Police Operation Center in Norway, and from an extensive literature review on social media and crisis communication. This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The purpose of this paper was to gather best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Design/methodology/approach The paper had two cases with semi-structured interviews with representatives from two crisis management organizations (Norfolk Fire and Rescue Service in the UK dealing with safety and Oslo Police Operation Center in Norwa dealing with security). The empirical data were complemented by documentary analysis of the most up-to-date articles on social media in crisis communication. Findings The paper provides empirical insights about how to use social media as a crisis communication tool. The two case studies provide different ways to use social media (one-way communication tool and as a two-way information share). This empirical and theoretical information was the basis of the 18 guidelines or “do’s” and “don’ts” on how to use social media in crisis communication. The “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Some of the main “do’s” include building a relationship with the public prior to a crisis; being courteous, honest and transparent; being factual, accurate and credible; being timely in your messages during a crisis, etc. Some of the main “don’ts” include do not speculate; do not post personal opinions; do not post anything that could bring the organization into disrepute etc. Research limitations/implications Because of the chosen research approach with two case studies complemented by a literature review, the research results may lack generalizability. Therefore, researchers are encouraged to test the guidelines provided and to further find other case studies. Practical implications The guidelines including 18 “do’s” and “don’ts” are best practices that can help crisis managers when attempting to use social media as a crisis communication tool. Originality/value This paper fulfills an identified need to study how social media technology can play a major role in the response efforts of the crisis management community during a crisis. It also reveals the potential of using social media as an “information harvesting” tool and a tool for “rumor management”.

Mandal, S, Sarathy, R, Korasiga, V R, Bhattacharya, S and Dastidar, S G (2016) Achieving supply chain resilience: The contribution of logistics and supply chain capabilities. International Journal of Disaster Resilience in the Built Environment, 7(05), 544-62.

Mukhopadhyay, S, Halligan, J and Hastak, M (2016) Assessment of major causes: nuclear power plant disasters since 1950. International Journal of Disaster Resilience in the Built Environment, 7(05), 521-43.

Naja, M K and Baytiyeh, H (2016) Risk assessment of high schools in Lebanon for potential terrorist threat. International Journal of Disaster Resilience in the Built Environment, 7(05), 460-71.

Oloo, J O and Omondi, P (2017) Strengthening local institutions as avenues for climate change resilience. International Journal of Disaster Resilience in the Built Environment, 8(05), 573-88.

Ongkowijoyo, C S, Doloi, H and Mills, A (2019) Participatory-based risk impact propagation and interaction pattern analysis using social network analysis. International Journal of Disaster Resilience in the Built Environment, 10(05), 363–78.

Pamungkas, A and Purwitaningsih, S (2019) Green and grey infrastructures approaches in flood reduction. International Journal of Disaster Resilience in the Built Environment, 10(05), 343–62.

Rafi, M M, Lodi, S H, Ahmed, M, Kumar, A and Verjee, F (2016) Development of building inventory for northern Pakistan for seismic risk reduction. International Journal of Disaster Resilience in the Built Environment, 7(05), 501-20.

Rautela, P, Joshi, G C and Ghildiyal, S (2019) Economics of seismic safety for earthquake-prone Himalayan province of Uttarakhand in India. International Journal of Disaster Resilience in the Built Environment, 10(05), 317–42.

Shahin, M, Billah, M, Islam, M M, Parvez, A and Zaman, A M (2020) Cyclone shelters need sustainable development. International Journal of Disaster Resilience in the Built Environment, 11(05), 659–78.

Subedi, J, Ghimire, R M, Neupane, R P and Amatya, S (2016) Cost difference of buildings in Kathmandu constructed with and without earthquake safer features. International Journal of Disaster Resilience in the Built Environment, 7(05), 444-59.

Tasantab, J C, Gajendran, T, von Meding, J and Maund, K (2020) Perceptions and deeply held beliefs about responsibility for flood risk adaptation in Accra Ghana. International Journal of Disaster Resilience in the Built Environment, 11(05), 631–44.