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Social Media and Knowledge Management in a Crisis Context: Barriers and Opportunities
Abstract
The role of social media in managing and disseminating organizational knowledge is illustrated in this case study of a local government's response to a natural disaster. The interplay of technological, organizational and ecological factors was magnified as town officials utilized both social media and traditional media to disseminate information to the public during and after the crisis. As organizations embrace social media, managers must recognize that in addition to the organization educating the public, social media features the public talking to the organization, and perhaps more resonant, the public talking to the public.
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