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http://dx.doi.org/10.9723/jksiis.2021.26.6.047

Crisis Communication on Social Media during COVID-19 Pandemic: An Analysis of Facebook and YouTube  

Kim, Sohui (동아대학교 경영정보학과)
Kim, Dongyeon (동아대학교 경영정보학과)
Ryu, Min Ho (동아대학교 경영정보학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.26, no.6, 2021 , pp. 47-60 More about this Journal
Abstract
Since the outbreak of COVID-19 in 2019, the pandemic has been prolonged. This study compares and analyzes the degree of social media usage, the information type of posts (infectious disease information, promote action, psychological communication), and the level of user engagement in conducting crisis communication by country. We conduct text analysis by collecting information on Facebook and YouTube posts from January 2020 to March 2021 of disease control and prevention agencies in Korea, US, UK, and EU. As a result, the use of social media in Korea and US is higher than of the UK and EU, and all four countries are using social media as a means to provide infectious disease information and to promote action. Although social media can be a means to reach the public psychologically, such as sympathy and respect, there are no posts of psychological communication type on social media in countries other than the US. User engagement with posts is highest in the promotion action type. This study can help define the importance and role of social media in establishing an infectious disease crisis communication strategy.
Keywords
COVID-19; Crisis Communication; Social Media; Text Analysis; Topic Modeling;
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