Seis años de investigaciones de crisis públicas en social media. Análisis sistemático de las principales aportaciones y guía de recomendaciones para estudios futuros
DOI:
https://doi.org/10.14198/MEDCOM.25983Palabras clave:
Comunicación de crisis, redes sociales, gestión de crisis, comunicación gubernamental, scoping review, revisión sistemáticaResumen
La investigación sobre el uso del social media en la gestión de crisis públicas ha crecido sustancialmente en los últimos años. Sin embargo, generalmente los estudios suelen concentrarse en el análisis de crisis que son producto de accidentes, desastres naturales y emergencias sanitarias, con poca visibilidad sobre crisis asociadas a conflictos de índole social o política. El objetivo de este trabajo es evaluar el estado de la investigación que existe sobre el uso de redes sociales en la comunicación de crisis de gobiernos e instituciones. Por medio de un scoping review de la investigación sobre este tema del 15 de mayo de 2017 al 14 de mayo de 2023, se han identificado factores como las teorías, los tipos de crisis, las plataformas de redes sociales y el ámbito institucional que reciben mayor interés investigativo. Luego, se sintetizan las principales recomendaciones que propone la academia para el uso del social media en la gestión de crisis. Con miras a la comunicación de crisis de los próximos años, se destaca la necesidad de desarrollar más investigación sobre las crisis políticas, considerar factores como el contexto y la globalización, incorporar nuevas metodologías y expandir el análisis a otras plataformas.
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