Technical solutions can be important when key communicators take on the task of making sense of social media flows during crises. However, to provide situation awareness during high-stress assignments, usability problems must be identified and corrected. In usability studies, where researchers investigate the user-friendliness of a product, several types of data gathering methods can be combined. Methods may include subjective (surveys and observations) and psychophysiological (e.g. skin conductance and eye tracking) data collection. This chapter mainly focuses on how the latter type can provide detailed clues about user-friendliness. Results from two studies are summarised. The tool tested is intended to help communicators and journalists with monitoring and handling social media content during times of crises.
|Title of host publication||Social Media Use in Crisis and Risk Communication: Emergencies, Concerns and Awareness|
|Editors||Harald Hornmoen, Klas Backholm|
|Publication status||Published - 2018|
|MoE publication type||A3 Part of a book or another research book|