Ecosystem of Social Media Listening Practices for Crisis Management

Abstract

The benefits of using social media data as a source of information are recognized by both practice and research in crisis management. However, the existing understanding on the matter is fragmented, it oscillates between techno-determinisms and socio-determinisms, which does not provide a holistic picture. In this paper we argue that to better adapt social media data use practices, an ecosystem perspective is needed. In doing so, we conducted a systematic literature review and identified the various entities and their interrelationships that configure the practices of social media listening for crisis management. Then, we summarize our findings by proposing a conceptual ecosystem of practice. Finally, we suggest its implications for future research and practice.