Social media have become a valuable source for extracting data about societal crises and an important outlet to disseminate official information. Government agencies are increasingly turning to social media to use it as a mouthpiece in times of crisis. Gaining intelligence through social media analytics, however, remains a challenge for government agencies, e.g. due to a lack of training and instruments. To mitigate this shortcoming, government agencies need tools that support them in analysing social media data for the public good. This paper presents a design science research approach that guides the development of a social media analytics dashboard for a regional government agency. Preliminary results from a workshop and the resulting design of a first prototype are reported. A user-friendly and responsive design that is secure, flexible, and quick in use could identified as requirements, as well as information display of regional discussion statistics, sentiment, and emerging topics.
Basyurt, Ali Sercan; Marx, Julian; Stieglitz, Stefan; and Mirbabaie, Milad, "Designing a Social Media Analytics Dashboard for Government Agency Crisis Communications" (2021). ACIS 2021 Proceedings. 13.