Samenvatting

Professionals dealing with crises are more or less forced to a next level of crisis communication and crisis management. This is because of the influence of social media. Messages on Twitter, Facebook and other social media can have a significant impact on the course of developments during a crisis. Sometimes in a positive way, when help is mobilized quickly and people can be informed almost instantly. On other occasions the impact is more negative, when for instance rumors lead to false accusations or threats. In the past several years, crisis management authorities have built up more experience with the use and application of social media and monitoring tools. There are still cases where officials and professionals are taken by surprise because of the shift stream of messages and their impact on public opinion and crisis control. But also lessons have been learned, e.g. in terms of online and offline reactions, cooperation with the public, and rumor control.This article gives an overview of research results in literature and summarizes the outcomes of a case study research project.