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The manuscript investigates how social media were used during a flood disaster managed by public affairs officers. We conducted high‐level “elite” interviews with the state's top emergency managers about their social media policies, practices, and use in both media relations and citizen communication. We explored the strategies and communication models implemented, challenges and barriers for effective adoption of these platforms, and ethical implications in the use social media during natural disasters. The study investigates gaps between theories and practice, adopting a multidisciplinary perspective that involves public relations, social media studies, government/public affairs, and public sector communication. Recommendations are offered to improve disaster communication via social media including dedicated staff and resources, evaluation, symmetry, and the use of ethical communication to quell rumors or misinformation during a disaster.
Lovari et al. (Thu,) studied this question.