{"id":1104,"date":"2016-03-16T10:23:41","date_gmt":"2016-03-16T10:23:41","guid":{"rendered":"https:\/\/socialsimulator.com\/?p=1104"},"modified":"2021-03-26T11:51:13","modified_gmt":"2021-03-26T11:51:13","slug":"how-do-crises-unfold-on-twitter","status":"publish","type":"post","link":"https:\/\/helpfuldigital.com\/fr\/how-do-crises-unfold-on-twitter\/","title":{"rendered":"How do crises unfold on Twitter? Learning from the tragic events of #AnkaraAttack"},"content":{"rendered":"<p>Many lessons can be learnt about how people respond to a crisis from reviewing how they react in\u00a0social media. Though\u00a0triggers and events vary, online reaction to major incidents &#8211; particularly tragic or emotional events such as last month&#8217;s attack in Ankara, Turkey &#8211;\u00a0tend to follow a similar\u00a0pattern.<\/p>\n<p>It is important to understand these reactions\u00a0and take them into consideration when planning and implementing\u00a0your\u00a0online crisis response.<\/p>\n<p>As an illustration, I have put together a selection of the tweets\u00a0published directly after the terror attack in Ankara on February 17. I have broken down my selection into four main phases which Twitter users\u00a0typically\u00a0go through when a crisis strikes: a phase of alert and situational awareness, a phase of emotional reactions, a transitional phase and a phase of escalation.<\/p>\n<h3 style=\"text-align: left;\"><strong>Phase 1:<\/strong> Alert and Situational awareness<\/h3>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">BREAKING: Explosion in Turkish capital Ankara, reason unknown yet. <a href=\"https:\/\/t.co\/fCUibOILSU\">pic.twitter.com\/fCUibOILSU<\/a><\/p>\n<p>&mdash; H\u00fcrriyet Daily News (@HDNER) <a href=\"https:\/\/twitter.com\/HDNER\/status\/699995960538218496?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>When the news of the incident breaks online, very little is known about the situation \u2013 namely here \u201cexplosion\u201d and \u201cAnkara\u201d. These facts will spread fast and far as social media users share\u00a0breaking news updates\u00a0to as many people as possible.<\/p>\n<p>Immediately, the online crowd\u00a0tries to establish situational awareness: What? Where? Who? Why? and How? Eyewitnesses and journalists at the scene will strive\u00a0to provide their audience with some answers to these questions, including the first pictures.<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">DETAILS: Explosion targeted buses transferring soldiers in <a href=\"https:\/\/twitter.com\/hashtag\/Ankara?src=hash&amp;ref_src=twsrc%5Etfw\">#Ankara<\/a> &#8211; reports <a href=\"https:\/\/t.co\/x7wBAPWTf6\">https:\/\/t.co\/x7wBAPWTf6<\/a> <a href=\"https:\/\/t.co\/SdDNQYc1lg\">pic.twitter.com\/SdDNQYc1lg<\/a><\/p>\n<p>&mdash; RT (@RT_com) <a href=\"https:\/\/twitter.com\/RT_com\/status\/700003096076939265?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>During this simple, informative\u00a0phase, content shared across Twitter tends to be mostly factual and comes with plain hashtags. In the case of an attack like this one, people usually opt for the place where the incident happened.<\/p>\n<h3>Phase 2: Emotional response<\/h3>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">My condolences to Turkey. <a href=\"https:\/\/twitter.com\/hashtag\/Pray4Turkey?src=hash&amp;ref_src=twsrc%5Etfw\">#Pray4Turkey<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/Ankara?src=hash&amp;ref_src=twsrc%5Etfw\">#Ankara<\/a><\/p>\n<p>&mdash; Rafete (@_Rafete) <a href=\"https:\/\/twitter.com\/_Rafete\/status\/700027441897676805?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>As people start to make sense of what\u2019s happening, they share a range of emotional reactions via their social media channels: they will express sadness, fear, anger, disbelief, etc.<\/p>\n<p>In recent disasters, hastags such as <span style=\"color: #000000;\"><a href=\"https:\/\/twitter.com\/search?q=%23Pray4Turkey&amp;src=tyah\">#Pray4Turkey<\/a>, <a href=\"https:\/\/twitter.com\/search?q=%23Pray4Ankara&amp;src=tyah\">#Pray4Ankara<\/a> or <a href=\"https:\/\/twitter.com\/search?vertical=default&amp;q=%23WeAreTurkey\">#WeAreTurkey<\/a>\u00a0<\/span>circulated across social media platforms.<\/p>\n<h3>Phase 3: Wait and share<\/h3>\n<p>As\u00a0the facts\u00a0of the incident\u00a0spread widely, the online audience is left waiting for\u00a0information about casualty figures, cause, perpetrator etc. This is when the conversation becomes\u00a0more diverse, with various analyses and rumours spreading online, but also more organised as\u00a0the strongest hashtags and most credible commentators emerge from\u00a0the crowd.<\/p>\n<p><em>Analysis<\/em><\/p>\n<p>In a crisis situation, the \u2018how?\u2019 and \u2018why?\u2019 questions are especially difficult to answer quickly and accurately. When missing these answers, people will try to fill the gaps by sharing their own analysis of the situation, in a tweet or sometimes linking to a longer Facebook or blog post.<\/p>\n<p>https:\/\/twitter.com\/Nidalgazaui\/status\/700033367971127298<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">And yet <a href=\"https:\/\/twitter.com\/hashtag\/ISIS?src=hash&amp;ref_src=twsrc%5Etfw\">#ISIS<\/a> also has an interest in carrying out such attacks (and not claiming it to have the PKK blamed for it) <a href=\"https:\/\/t.co\/yOmvl38Wip\">https:\/\/t.co\/yOmvl38Wip<\/a><\/p>\n<p>&mdash; Michael A. Horowitz (@michaelh992) <a href=\"https:\/\/twitter.com\/michaelh992\/status\/700022839315951616?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>Some users will dig out information dating from an earlier time, purportedly\u00a0offering some background or explanation. Others will draw comparisons about\u00a0the way different crises were reported by the media and considered by the international community.<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">I condem the  <a href=\"https:\/\/twitter.com\/hashtag\/AnkaraBlast?src=hash&amp;ref_src=twsrc%5Etfw\">#AnkaraBlast<\/a> but Where was d world media when hundreds of ppl died in Kenya,Pakistan <a href=\"https:\/\/twitter.com\/hashtag\/AnkaraAttack?src=hash&amp;ref_src=twsrc%5Etfw\">#AnkaraAttack<\/a><\/p>\n<p>&mdash; Brajesh Pandey (@its_brajesh) <a href=\"https:\/\/twitter.com\/its_brajesh\/status\/700049355529654272?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>Sometimes these analyses respond to a genuine need to close the information gap, and sometimes they support an agenda.<\/p>\n<p><em>Rumouring behaviour<\/em><\/p>\n<p>The information void also triggers <a href=\"http:\/\/depts.washington.edu\/emcomp\/\">rumouring behaviours<\/a>. It&#8217;s human nature to respond to dramatic\u00a0events in this way, but social media has boosted the speed and reach of information sharing online, making it more difficult to keep track of, and counter, these rumours.\u00a0Language such as \u2018reports say\u2019 or \u2018allegedly\u2019, is common.<\/p>\n<p>https:\/\/twitter.com\/1alexcam\/status\/700024836781907969<\/p>\n<p><em>Note: the authenticity of the above videos above was questioned before being verified and relayed by media outlets.<\/em><\/p>\n<p>Turkish activist @curdistani sent a string of rumours, both in Turkish and English, to his nearly 13,000 followers:<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">Reports say telephone\/internet lines of Turkish Parliament are cut&#8230; <a href=\"https:\/\/twitter.com\/hashtag\/Ankara?src=hash&amp;ref_src=twsrc%5Etfw\">#Ankara<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/Turkey?src=hash&amp;ref_src=twsrc%5Etfw\">#Turkey<\/a><\/p>\n<p>&mdash; curdistani (@curdistani) <a href=\"https:\/\/twitter.com\/curdistani\/status\/700011898712948736?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>Fortunately, the social media crowd is often self-correcting:<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">We just heard second bomb voice but it is not attack it is suspicious bag <a href=\"https:\/\/twitter.com\/hashtag\/Ankara?src=hash&amp;ref_src=twsrc%5Etfw\">#Ankara<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/ankaraattack?src=hash&amp;ref_src=twsrc%5Etfw\">#ankaraattack<\/a><\/p>\n<p>&mdash; Y\u0131ld\u0131z Yaz\u0131c\u0131o\u011flu (@journalofyy) <a href=\"https:\/\/twitter.com\/journalofyy\/status\/700010463892000768?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p><em>Organisation<\/em><\/p>\n<p>The various conversations organise around the strongest hashtags &#8211; <a href=\"https:\/\/twitter.com\/search?q=%23Ankara&amp;src=typd\">#Ankara<\/a>, <a href=\"https:\/\/twitter.com\/search?q=%23AnkaraAttack&amp;src=tyah\">#AnkaraAttack <\/a>and <a href=\"https:\/\/twitter.com\/search?q=%23ankarablast&amp;src=tyah\">#Ankarablast<\/a> in this case &#8211; and trustworthy commentators come to the fore.<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\"><a href=\"https:\/\/twitter.com\/hashtag\/Turkey?src=hash&amp;ref_src=twsrc%5Etfw\">#Turkey<\/a> media alleges <a href=\"https:\/\/twitter.com\/hashtag\/Ankara?src=hash&amp;ref_src=twsrc%5Etfw\">#Ankara<\/a> suicide bomber is Syrian member of <a href=\"https:\/\/twitter.com\/hashtag\/YPG?src=hash&amp;ref_src=twsrc%5Etfw\">#YPG<\/a>, \u201cSalih Necar\u201d &#8211; <a href=\"https:\/\/t.co\/ig8OgtsFKa\">https:\/\/t.co\/ig8OgtsFKa<\/a> <a href=\"https:\/\/t.co\/IcI9iRSSeE\">pic.twitter.com\/IcI9iRSSeE<\/a><\/p>\n<p>&mdash; Charles Lister (@Charles_Lister) <a href=\"https:\/\/twitter.com\/Charles_Lister\/status\/700111125954727936?ref_src=twsrc%5Etfw\">February 18, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>By that time, journalists have started contacting eyewitnesses to get the first pictures and testimonials for their news stories:<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\"><a href=\"https:\/\/twitter.com\/Ald_Aba?ref_src=twsrc%5Etfw\">@Ald_Aba<\/a> Hello. I&#39;m writing from ABC Australia. Is it possible to use this photo if credited to you?<\/p>\n<p>&mdash; steven viney (@stevenviney) <a href=\"https:\/\/twitter.com\/stevenviney\/status\/700009284478771200?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<h3>Phase 4: Escalation<\/h3>\n<p>New angles to the story\u00a0are revealed, for instance:<\/p>\n<p><strong>Broadcast ban<\/strong><\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">As of now a broadcast ban has been issued regarding the <a href=\"https:\/\/twitter.com\/hashtag\/AnkaraBlast?src=hash&amp;ref_src=twsrc%5Etfw\">#AnkaraBlast<\/a> . No surprise.<\/p>\n<p>&mdash; Ezgi Basaran (@ezgibasaran) <a href=\"https:\/\/twitter.com\/ezgibasaran\/status\/700006105183842305?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>Less than an hour after the beginning of the events, journalists reported a broadcast ban. Unsurprisingly, the announcement triggered\u00a0a lot of criticism in a country where freedom of press is controversial\u00a0and especially after watchdog @TurkeyBlocks declared that access to social media had been restricted by Turkish government.<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">Confirmed: Access to Twitter and Facebook restricted by Turkish ISPs after <a href=\"https:\/\/twitter.com\/hashtag\/Ankara?src=hash&amp;ref_src=twsrc%5Etfw\">#Ankara<\/a> bombing<a href=\"https:\/\/t.co\/kZxioDQnJu\">https:\/\/t.co\/kZxioDQnJu<\/a> <a href=\"https:\/\/t.co\/tumxx7mRUj\">pic.twitter.com\/tumxx7mRUj<\/a><\/p>\n<p>&mdash; Turkey Blocks (@TurkeyBlocks) <a href=\"https:\/\/twitter.com\/TurkeyBlocks\/status\/700015555068174338?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p><em>Note: Recently, governments in France and Belgium also tried to establish a temporary broadcast blackout\u00a0during police operations following the coordinated attacks in Paris in November. The reason given is that attackers are believed to use\u00a0social media platforms to monitor\u00a0police movements and to communicate between themselves.<\/em><\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">LIVE \u2014 President Erdo\u011fan: 14 people have been detained up to now, this number is expected to increase<a href=\"https:\/\/twitter.com\/hashtag\/AnkaraBombing?src=hash&amp;ref_src=twsrc%5Etfw\">#AnkaraBombing<\/a> <a href=\"https:\/\/t.co\/jeYlguypEa\">pic.twitter.com\/jeYlguypEa<\/a><\/p>\n<p>&mdash; DAILY SABAH (@DailySabah) <a href=\"https:\/\/twitter.com\/DailySabah\/status\/700265730554621952?ref_src=twsrc%5Etfw\">February 18, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p><strong>Update on the number of casualties<\/strong><\/p>\n<p>As time passes, more concrete details about scale and impact emerge, from increasingly credible sources.<\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">LIVE \u2014 Turkish Health Minister on Ankara terror attack: Currently, 61 wounded are being treated in 14 hospitals<a href=\"https:\/\/t.co\/DA5zQCM5aE\">https:\/\/t.co\/DA5zQCM5aE<\/a><\/p>\n<p>&mdash; DAILY SABAH (@DailySabah) <a href=\"https:\/\/twitter.com\/DailySabah\/status\/700028396919771136?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p><strong>New attacks<\/strong><\/p>\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\">BREAKING: Blast reported at Turkish cultural center in Stockholm, <a href=\"https:\/\/twitter.com\/hashtag\/Sweden?src=hash&amp;ref_src=twsrc%5Etfw\">#Sweden<\/a>. More info when it becomes available.<br \/> <a href=\"https:\/\/t.co\/NBD5zDNYcb\">https:\/\/t.co\/NBD5zDNYcb<\/a><\/p>\n<p>&mdash; Conflict News (@Conflicts) <a href=\"https:\/\/twitter.com\/Conflicts\/status\/700083079076044802?ref_src=twsrc%5Etfw\">February 17, 2016<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>Each new element is likely\u00a0to create a new cycle of reactions: a new phase of situational awareness, new emotional responses, further\u00a0speculation, etc.<\/p>\n<p>People will move through these different phases at a varying\u00a0pace, especially when an incident\u00a0has worldwide impact. It can be because of time zone differences (Seattle residents were just waking up when the bomb went off in Ankara) or simply a feature of people checking in with\u00a0social media at different times of day.<\/p>\n<p><em>Find more example tweets in the Storify\u00a0<a href=\"https:\/\/storify.com\/Just7ne\/how-do-crises-unfold-online-exemple-with-the-lates\" rel=\"nofollow\">https:\/\/storify.com\/Just7ne\/how-do-crises-unfold-online-exemple-with-the-lates<\/a><\/em><\/p>\n<p>&nbsp;<\/p>\n<h3><strong>How can you plan for these phases when developing\u00a0your\u00a0digital\u00a0crisis response\u00a0plan?<\/strong><\/h3>\n<ol>\n<li><strong>Monitor Twitter.<\/strong>\u00a0Twitter has become the primary channel for\u00a0breaking news and it&#8217;s the first platform you should look at to keep your finger on the pulse. To filter through the high volume of information,\u00a0you can set up relevant keywords and hashtags searches\u00a0as well as\u00a0<a href=\"https:\/\/socialsimulator.com\/using-twitter-lists-to-monitor-an-unfolding-crisis\/\" rel=\"nofollow\">Twitter lists<\/a>.<\/li>\n<li><strong>Prepare appropriate messaging.<\/strong> The communications team can apply these patterns to ensure they\u00a0match\u00a0pre-approved holding lines and messages to the different conversations and stakeholders and ensure statements with the right tone and style can be delivered quickly &#8211; matching emotion with emotion, and fact with fact.<br \/>\nTo prevent emotions turning to anger directed towards your organisation, show care and concern for those affected, control over the situation and competence in your response: in other words show that you\u2019re taking the situation seriously, do the right thing and tell your stakeholders about it.<\/li>\n<li><strong>Fill the information gap.<\/strong> Ensure you have supplementary \u2018<a href=\"https:\/\/socialsimulator.com\/keeping-hounds-bay-using-fast-facts\/\" rel=\"nofollow\">fast facts<\/a>\u2019 to satisfy the demand for information and buy your communications team some time.<br \/>\nSome incidents take longer to investigate and fix\u00a0than others. Again, be transparent and explain to your audience what you\u2019re doing to meet\u00a0their expectations and\u00a0mitigate the problem.<\/li>\n<li><strong>Counter misinformation.\u00a0<\/strong>If you don\u2019t tell your story, others will. It&#8217;s important to verify information and then share it as quickly as possible to prevent speculation and misinformation from spreading.<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p>Header picture credit:\u00a0prayforturkey.com<\/p>","protected":false},"excerpt":{"rendered":"<p>Many lessons can be learnt about how people respond to a crisis from reviewing how they react in\u00a0social media. Though\u00a0triggers and events vary, online reaction to major incidents &#8211; particularly tragic or emotional events such as last month&#8217;s attack in Ankara, Turkey &#8211;\u00a0tend to follow a similar\u00a0pattern. It is important to understand these reactions\u00a0and take [&hellip;]<\/p>","protected":false},"author":30,"featured_media":1175,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[11],"tags":[329,330,63],"class_list":["post-1104","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-emotion","tag-monitoring","tag-twitter"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Helpful Digital - How do crises unfold on Twitter? 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