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

Journal Article


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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.

Authors


  •   Fosso Wamba, Samuel (external author)
  •   Edwards, Andrew (external author)
  •   Akter, Shahriar

Publication Date


  • 2017

Citation


  • Fosso Wamba, S., Edwards, A. & Akter, S. (2017). Social media adoption and use for improved emergency services operations: the case of the NSW SES. Annals of Operations Research, Online First 1-21.

Scopus Eid


  • 2-s2.0-85019746928

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=2166&context=buspapers

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/1160

Number Of Pages


  • 20

Start Page


  • 1

End Page


  • 21

Volume


  • Online First

Place Of Publication


  • United States

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.

Authors


  •   Fosso Wamba, Samuel (external author)
  •   Edwards, Andrew (external author)
  •   Akter, Shahriar

Publication Date


  • 2017

Citation


  • Fosso Wamba, S., Edwards, A. & Akter, S. (2017). Social media adoption and use for improved emergency services operations: the case of the NSW SES. Annals of Operations Research, Online First 1-21.

Scopus Eid


  • 2-s2.0-85019746928

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=2166&context=buspapers

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/1160

Number Of Pages


  • 20

Start Page


  • 1

End Page


  • 21

Volume


  • Online First

Place Of Publication


  • United States