This document summarizes research on the use of Twitter during crises and natural disasters. It analyzes the #qldfloods and #eqnz hashtags around the 2011 Queensland floods in Australia and the 2011 Christchurch earthquake in New Zealand. The research found that Twitter provided a way to coordinate information through central hashtags. Official emergency accounts helped establish hashtags and cut through large amounts of public posts. The types of tweets shifted over time from rescue information to recovery updates. Lessons from previous crises helped authorities and the public make better use of Twitter during subsequent disasters.

1. Tracking Crises on Twitter: Analysing #qldfloods and #eqnzImage by campoaltoAssoc. Prof. Axel BrunsARC Centre of Excellence for Creative Industries and InnovationQueensland University of TechnologyBrisbane, Australiaa.bruns@qut.edu.au / @snurb_dot_infohttp://mappingonlinepublics.net/

2. Social Media during EmergenciesChanging media ecologies:Social media as part of everyday media useVarious platforms:Facebook, Twitter, blogs – updates and informationYouTube, Flickr, Twitpic – first-hand video and photosGoogle Maps, Ushahidi – map-based information mashupsDifferent tools for different purposesVarious levels of maturity:Uses and use practices still developingDifferent demographic reachTechnological differences:e.g. Facebook: built around personal networks; semi-private; discussion threadse.g. Twitter: open, flat network; public #hashtag conversations; update stream

3. Twitter and the Queensland Floods: #qldfloods tweets10 Jan 2011 11 Jan 2011 12 Jan 2011 13 Jan 2011 14 Jan 2011 15 Jan 2011

4. Local Focus: #qldfloods from Toowoomba to BrisbaneToowoomba vs. Lockyer/Grantham vs. Ipswich vs. Brisbane slide10 Jan 2011 11 Jan 2011 12 Jan 2011 13 Jan 2011 14 Jan 2011 15 Jan 2011

5. Twitter and the Queensland Floods: #qldfloods postersretweet feedsmainstream mediaQld Police

6. Twitter and the Queensland Floods: #qldfloods themesFrom CCI Report on the use of Twitter in the Queensland floods – Shaw et al. (forthcoming, 2011). Every 20th tweet coded.

7. Twitter and the Queensland Floods: #qldfloods @repliesauthoritiesmainstream media

8. @QPSmedia as Central #qldfloods Information Source

9. #qldfloods Network Map – Most Active Accounts Only(Degree >= 15 / Node size: indegree / node colour: outdegree)

10. Twitter and the Queensland FloodsFirst lessons:#qldfloods as coordinating tool – one central hashtagGo where the users are – and help establish hashtagPlus inventive additions – e.g. @QPSmedia #Mythbuster tweetsMost activity by individuals – but key official accounts cut throughEnable easy retweeting and sharing of messagesRespond and engageMainstream media are important in social media environments, tooTwitter as an amplifier of key messagesTwitter vs. Facebook – which works when?

11. Twitter and the 22 Feb. Christchurch Earthquake: #eqnz 22/2 23 24 25 26 27 28 1/3 2 3 4 5 6 7

12. Twitter and the Christchurch Earthquake: #eqnz @repliesmainstream mediaauthoritiesutilities

13. Twitter and the Christchurch Earthquake: tweet types

14. Twitter and the Christchurch Earthquake: tweet types

15. Twitter and the Christchurch Earthquake: #eqnz @repliesChanging @reply patterns with the move from rescue to recovery:

16. Twitter and the Christchurch Earthquake: #eqnz Themes

17. Twitter and the Christchurch Earthquake: #eqnz Themes

18. Twitter and the Christchurch EarthquakeTowards better strategies for social media in disasters:February 2011 earthquake building on lessons learnt in September 2010#eqnz and key Twitter accounts already establishedSeveral key accounts sharing the load and dividing responsibilitiesMore experienced use of Twitter by residents and authoritiesClear shift in attention after the immediate rescue phase:Marked differences in list of most @replied/retweeted accountsSome tracking of current problems / issues / fears may be possibleDecline in overall tweet volume / diversification of #hashtags?

19. Background: Researching Twitter#hashtag studies:Selected #hashtags captured from the Twitter API using yourTwapperkeeperData processing using custom-made tools – keyword and network analysisStatistic and network visualisations – including dynamic visualisationsBroader research:#hashtags are limited – much additional activity outside #hashtagsHow do #hashtags emerge, how do users encounter and choose them?How much does Twitter use during crises differ from everyday usage?Mapping Online Publics:ARC Discovery project, 2010-12: Assoc. Prof. Axel Bruns and Dr. Jean Burgess, QUTMethodology and outcomes: http://mappingonlinepublics.net/Further projects on social media and crisis communication under development please get in touch!

20. Twitter and the Japanese Tsunami: Beyond the #Hashtag

21. http://mappingonlinepublics.net/Image by campoalto@snurb_dot_info@jeanburgess