Systematic Analysis of Crowdsourcing Support for Collaborative Crisis Communication: A Literature Review and User Experience Evaluation

Background: This article examines the application of crowdsourcing solutions in collaborative crisis communication, focusing on the challenges faced by crisis and emergency responders, as well as the collaborative potential offered by digital platforms. Purpose: The primary objective of this study is to explore and categorize the challenges encountered in collaboration among stakeholders during crises and emergencies. The secondary research goal aims to assess how crowdsourcing solutions, such as crowdfunding, contribute to enhancing communication and coordination in crisis management. Methods: To achieve these objectives, a systematic literature review was conducted, categorizing the key challenges faced in crisis scenarios and the system requirements that crowdsourcing solutions must address. Furthermore, an evaluation of User Experience (UX) in crowdfunding campaigns during humanitarian crises was performed, investigating factors that influence donations, donor concerns, and the challenges involved in mobilizing volunteers and resources. Results: The analysis identified key entities in crisis communication: the crowd, agents (authorities and professionals), and the environment (platforms, apps, or maps). Requirements emphasized trust, rapid response, efficient coordination, active engagement, and transparency. Challenges included issues with transparency, authenticity, and security. The reputation of institutions was crucial for donations, and participants valued access to updated information and communication channels with institutions. Conclusion: Crowd collaboration enhances data sharing, transparency, and resource allocation in crisis scenarios through crowdsourcing solutions. Challenges in developing these solutions include ensuring trust, validating data, and coordinating rapid responses. Similarly, crowdfunding platforms face challenges related to concerns about authenticity and transparency, which significantly influence donation decisions.