Table 3: Health... | Emerald Publishing

Table 3:

Health Communicators’/Responders’ Perspectives on Social Media Use in Terror Crises.

	Use on 22 July and Lessons Learned in the Aftermath	Improvements and Current Routines	Challenges and Further Improvements Needed
Health Directorate	Use of social media as “support channels” to notify relatives on police phone numbers	Now aware of importance of building knowledge base for – and strong following in – social media	Efficient public and professional social media crisis comm. requires that all key agencies have a mutual web page that is used in non-crisis situations, providing coordinated information
Oslo University Hospital Comm. advisor	Twitter used to reach blood donors, but imprecise posting misled people Twitter used to inform about upcoming press conferences and helpline numbers Members of public’s Twitter use raised internal awareness of crisis	Daily use, close monitoring of social media Signpost websites with additional info during emergencies ‘Every crisis is unique’ and cannot be resolved by only following formal procedures Important to be able to improvise	A need for better coordination between communicators in different agencies and sectors
Air Ambulance Department of OUH First health responder	Tweet from island posted to inform that he was safe, alerted him to how the press monitor Twitter during crisis The public is sensitive during crises and in its aftermath	Twitter now used by him for communication with other health professional He has become more aware that health personnel who treat patients should avoid Social Media use during crises	Health and police agencies, and the fire and rescue service, all need to improve plans for using Twitter in a crisis

	Use on 22 July and Lessons Learned in the Aftermath	Improvements and Current Routines	Challenges and Further Improvements Needed
Health Directorate	Use of social media as “support channels” to notify relatives on police phone numbers	Now aware of importance of building knowledge base for – and strong following in – social media	Efficient public and professional social media crisis comm. requires that all key agencies have a mutual web page that is used in non-crisis situations, providing coordinated information
Oslo University Hospital Comm. advisor	Twitter used to reach blood donors, but imprecise posting misled people Twitter used to inform about upcoming press conferences and helpline numbers Members of public’s Twitter use raised internal awareness of crisis	Daily use, close monitoring of social media Signpost websites with additional info during emergencies ‘Every crisis is unique’ and cannot be resolved by only following formal procedures Important to be able to improvise	A need for better coordination between communicators in different agencies and sectors
Air Ambulance Department of OUH First health responder	Tweet from island posted to inform that he was safe, alerted him to how the press monitor Twitter during crisis The public is sensitive during crises and in its aftermath	Twitter now used by him for communication with other health professional He has become more aware that health personnel who treat patients should avoid Social Media use during crises	Health and police agencies, and the fire and rescue service, all need to improve plans for using Twitter in a crisis