Retweets of officials’ alarming vs reassuring messages during the COVID-19 pandemic: Implications for crisis management
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Coronavirus related discussions have spiraled at an exponential rate since its initial outbreak. By the end of May, more than 6 million people were diagnosed with this infection. Twitter witnessed an outpouring of anxious tweets through messages associated with the spread of the virus. Government and health officials replied to the troubling tweets, reassuring the public with regular alerts on the virus's progress and information to defend against the virus. We observe that social media users are worried about Covid 19-related crisis and we identify three separate conversations on virus contagion, prevention, and the economy. We analyze the tone of officials' tweet text as alarming and reassuring and capture the response of Twitter users to official communications. Such studies can provide insights to health officials and government agencies for crisis management, specifically regarding communicating emergency information to the public via social media for establishing reassurance.
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It is critical for officials to communicate clear and reassuring messages during crisis management scenarios and to monitor social media platforms to ensure that official messages are not used and retweeted to reinforce an alarmist narrative within social communities.
“The study posits the criticality of officials communicating clear and reassuring messages during crisis management scenarios and the monitoring of social media platforms to ensure that official messages are not used and retweeted to reinforce and alarmist narrative within social communities.”
From Impact of COVID-19 pandemic on information management research and practice: Transforming education, work and life (2020) · cites this paper as Rao et al. (2020)
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Rugaiyah, Ardila, I., Oktiawati, U. Y., & Saputra, N. (2024) · Jurnal Ilmiah Sekolah Dasar · doi:10.23887/jisd.v8i1.66710 · Cited by 2 · see citing works
Bunker, D., Shahbazi, M., Ehnis, C., & Sorrell, T. C. (2022) · IFIP advances in information and communication technology · doi:10.1007/978-3-031-17968-6_20 · Cited by 2 · see citing works
- Authors
- Rao, H. R., Vemprala, N., Akello, P., & Valecha, R.
- Affiliations
- The University of Texas at San Antonio (US)
- Corresponding author
- Rao, H. Raghav
- Venue
- International Journal of Information Management
- Publisher
- Elsevier BV
- Published
- 2020-12
- Volume
- 55
- Pages
- 102187
- ISSN
- 0268-4012 (ISSN-L)
- PMC
- PMC7309924
- OpenAlex
- W3035939752
- Cited by
- 150
- References
- 13
- Citations by year
- 2026: 2 · 2025: 12 · 2024: 19 · 2023: 26 · 2022: 34 · 2021: 47 · 2020: 10
- FWCI
- 35.09
- Type
- journal article
- Language
- en
- Open access
- green
- www.ncbi.nlm.nih.gov
- Locations
- International Journal of Information Management (publishedVersion)
- PubMed Central (publishedVersion)
- PubMed (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Communication › Public Relations and Crisis Communication
- Social Sciences › Communication › Communication and COVID-19 Impact
- Social Sciences › Sociology and Political Science › Misinformation and Its Impacts
- Keywords
- COVID-19 pandemic, crisis management, retweets, public anxiety, emergency communication, Twitter, health communication, economic impact of COVID-19, virus prevention
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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