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

Author

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  • Samuel Fosso Wamba

    (Université Fédérale de Toulouse Midi-Pyrénées)

  • Andrew Edwards

    (Macquarie University)

  • Shahriar Akter

    (University of Wollongong)

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.

Suggested Citation

  • Samuel Fosso Wamba & Andrew Edwards & Shahriar Akter, 2019. "Social media adoption and use for improved emergency services operations: the case of the NSW SES," Annals of Operations Research, Springer, vol. 283(1), pages 225-245, December.
    • Handle: RePEc:spr:annopr:v:283:y:2019:i:1:d:10.1007_s10479-017-2545-9
    DOI: 10.1007/s10479-017-2545-9
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    References listed on IDEAS

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    1. Nezih Altay & Raktim Pal, 2014. "Information Diffusion among Agents: Implications for Humanitarian Operations," Production and Operations Management, Production and Operations Management Society, vol. 23(6), pages 1015-1027, June.
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    Cited by:

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    5. Shivam Gupta & Sachin Modgil & Samadrita Bhattacharyya & Indranil Bose, 2022. "Artificial intelligence for decision support systems in the field of operations research: review and future scope of research," Annals of Operations Research, Springer, vol. 308(1), pages 215-274, January.
    6. Dwivedi, Yogesh K & Shareef, Mahmud A & Akram, Muhammad S & Bhatti, Zeeshan A & Rana, Nripendra P, 2022. "Examining the effects of enterprise social media on operational and social performance during environmental disruption," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    7. Rameshwar Dubey & David J. Bryde & Cyril Foropon & Gary Graham & Mihalis Giannakis & Deepa Bhatt Mishra, 2022. "Agility in humanitarian supply chain: an organizational information processing perspective and relational view," Annals of Operations Research, Springer, vol. 319(1), pages 559-579, December.
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    9. Taiga Saito & Shivam Gupta, 2022. "Big Data Applications with Theoretical Models and Social Media in Financial Management," CIRJE F-Series CIRJE-F-1205, CIRJE, Faculty of Economics, University of Tokyo.
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    15. Ghazanfar Ali Abbasi & Noor Fareen Abdul Rahim & Hongyan Wu & Mohammad Iranmanesh & Benjamin Ng Chee Keong, 2022. "Determinants of SME’s Social Media Marketing Adoption: Competitive Industry as a Moderator," SAGE Open, , vol. 12(1), pages 21582440211, January.
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