#RecoverSouthCoast: how Twitter can support and hinder recovery

Abstract

Modern society is becoming increasingly dependent on social media for communication and information access and its role in disaster management cannot be overlooked. #RecoverSouthCoast is a research project that analysed data from Twitter and conducted interviews to understand the ways in which social media supported (or hindered) recovery following the summer bushfires on the south coast of New South Wales in 2019–20. This paper examines #RecoverSouthCoast findings from a Twitter content analysis. The results revealed that Twitter use can support bushfire recovery in diverse ways, including post-disaster reconstruction and infrastructure services, donations and financial support, mental health and emotional support, environmental health, business and economic activities, animal welfare, information support, solidarity and social cohesion and insurance claims. These findings are important because they strengthen evidence to support policy and investment in tools and social media capabilities within organisations involved in disaster response and recovery. Interestingly, some challenges to the effective use of Twitter during the recovery process were also identified. The paper provides recommendations for emergency management practice in Australia.