Lucia Castro Herrera

• Herrera, Lucia Castro & Gjøsæter, Terje (2026). Overcoming the limitations of social media analytics: Dynamic capabilities and workaround strategies for inclusive and resilient public service continuity. International Journal of Disaster Risk Reduction. 142. doi: 10.1016/j.ijdrr.2026.106216. Full text in Research Archive
• Herrera, Lucia Castro; Gjøsæter, Terje; Majchrzak, Tim Alexander & Thapa, Devinder (2025). Signals of Transition in Support Systems: A Study of the use of Social Media Analytics in Crisis Management. ACM Transactions on Social Computing (TSC). ISSN 2469-7818. 8(1-2), p. 1–44. doi: 10.1145/3649474. Full text in Research Archive Show summary

  In crisis informatics, little attention is placed on how transitions occur between periods of crisis and non-crisis. The analysis of transition behaviors in public organizations could help in understanding the duality between the need for continuity of services provided to the community, and the cyclical nature of risk and crisis management. This study uniquely highlights the transitions occurring when organizations need to stop day-to-day activities to focus on responding to a crisis while continuing to provide services to their communities. We focus on the use of social media analytics as a support system to study transitions and, with the objective to gain an insight into how sociotechnical systems navigate through periods of crisis and non-crisis, we leverage individual experiences of use of social media as a source of information in public service organizations and developers of social media analytics support tools. In doing so, we employed a process study approach, conducted semi-structured interviews, and used thematic analysis to trace patterns of transitions between crisis and non-crisis states. Furthermore, we formulate five signals that public organizations exhibit to illustrate and guide organizational transition behaviors. The main contribution of this study is the explanation and conceptualization of how transitions happen by framing social media as a support information system. In addition, we highlight the return to a new steady state, an overlooked area of organizational transitions and continuity. Our study will help streamline processes of continuity in organizations and inspires the design and improvement of current and future support systems. Future research could apply and extend our propositions to other support systems such as geospatial technologies, robots, and even artificial intelligence.

• Gjøsæter, Terje & Herrera, Lucia Castro (2024). Which Diversity? Expanding the Gap Model of Disability for Digital Information Systems. Studies in Health Technology and Informatics. ISSN 0926-9630. 320, p. 26–33. doi: 10.3233/SHTI240979. Full text in Research Archive Show summary

  In this paper, we extend the gap model of disability that supports digital equipment and cyber-physical situational variations. We explore an alternative approach to visualizing and understanding disability that takes into account the diversity of personal abilities, the diversity of digital equipment and equally important, the situation (environmental, psychological, and digital) in which the information system is used. The most important implications of this work are twofold. First, this work will contribute to the need for Universal Design to take into account not only the diversity of abilities and impairments of the users that are tangible and recognizable in the physical environment, but also the diversity of digital equipment and usage situations. Second, as part of the systems development cycle, in user testing of digital services, this work highlights the essential need to not only involve a diverse set of users, but also to conduct testing in diverse digital environments (smartphones, tablets, laptops and desktop PCs), and in diverse realistic usage scenarios, including strong sunlight or low light situation, as well as tired, alert, stressed or distracted, and slow network. The proposed model attempts to give a more holistic view and promote a more comprehensive understanding of the disabilities that can occur during use of digital services or mediated communication in daily life.

• Herrera, Lucia Castro; Gjøsæter, Terje; Majchrzak, Tim A. & Thapa, Devinder (2023). Signals of Transition in Crisis Management: Insights from a Study of Social Media Use in Public Service Organizations. In Bui, Tung X. (Eds.), Proceedings of the 56thAnnual Hawaii International Conference on System Sciences. HICSS Conference Office. ISSN 9780998133164. p. 1758–1767. Full text in Research Archive Show summary

  In crisis informatics, little attention is placed on how transitions occur between periods of crisis and non-crisis. The analysis of transition behaviors in organizations could respond to both the cyclicality of risk and crisis management, and the need for continuity of services provided to the community. In studying transitions, we focus on social media use as a support system. Thus, with the objective to gain an insight into how sociotechnical systems navigate through periods of crisis and non-crisis, we leverage individual experiences that rely on social media as a source of information in public service organizations and developers of social media analytics support tools. The main contribution of this study is the explanation and conceptualization on how transitions happen by framing social media as a support system of information for crisis management. In addition, we highlight the return to a new steady-state, an overlooked area of organizational transitions and continuity.

• Andreassen, Jarl; Eileraas, Martin; Herrera, Lucia Castro & Noori, Nadia Saad (2023). InCReASE: A dynamic framework towards enhancing situational awareness in cyber incidence response. In Gjøsæter, Terje; Radianti, Jaziar & Murayama, Yuko (Ed.), Information Technology in Disaster Risk Reduction. Springer. ISSN 9783031342073. p. 230–243. doi: 10.1007/978-3-031-34207-3_15. Full text in Research Archive
• Herrera, Lucia Castro; Shahbazi, Maryam; Majchrzak, Tim A.; Gjøsæter, Terje & Bunker, Deborah (2023). Attributes of Continuity in Support Information Systems: A Study of Social Media Listening Experiences. In Midha, Vishal & Animesh, Animesh (Ed.), The 29th Americas Conference on Information Systems (AMCIS). Association for Information Systems (AIS). ISSN 9781958200056. Full text in Research Archive
• Herrera, Lucia Castro & Gjøsæter, Terje (2023). Leveraging Crisis Informatics Experts: A co-creating approach for validation of social media research insights. In Radianti, Jaziar; Dokas, Ioannis; LaLone, Nicolas & Khazanchi, Deepak (Ed.), 20th Global Information Systems for Crisis Response and Management Conference (ISCRAM 2023). ISCRAM. ISSN 9798218217495. p. 439–448. Full text in Research Archive Show summary

  Validation of findings is a challenge in practice-based research. While analysis is being conducted and findings are being constructed out of data collected in a defined period, practitioners continue with their activities. This issue is exacerbated in the field of crisis management, where high volatility and personnel turnover make the capacity to attend research demands scarce. Therefore, conducting classic member validation is logistically challenging for the researcher. The need for rigor and validity calls for alternative mechanisms to fulfill requirements for academic research. This article presents an approach for validation of results of a qualitative study with public organizations that use social media as a source of information in the context of crisis management. The unavailability of original interview-objects to validate our findings resulted in an alternative validation method that leveraged experts in crisis informatics. By presenting our approach, we contribute to encouraging rigor in qualitative research while maintaining the relationship between practice and academia.

• Herrera, Lucia Castro & Gjøsæter, Terje (2022). Community Segmentation and Inclusive Social Media Listening. Proceedings of the International ISCRAM Conference. 2022, p. 1012–1023. Full text in Research Archive Show summary

  Social media analytics provide a generalized picture of situational awareness from the conversations happening among communities present in social media channels that are that are, or risk being affected by crises. The generalized nature of results from these analytics leaves underrepresented communities in the background. When considering social media analytics, concerns, sentiment, and needs are perceived as homogenous. However, offline, the community is diverse, often segmented by age group, occupation, or language, to name a few. Through our analysis of interviews from professionals using social media as a source of information in public service organizations, we argue that practitioners might not be perceiving this segmentation from the social media conversation. In addition, practitioners who are aware of this limitation, agree that there is room for improvement and resort to alternative mechanisms to understand, reach, and provide services to these communities in need. Thus, we analyze current perceptions and activities around segmentation and provide suggestions that could inform the design of social media analytics tools that support inclusive public services for all, including persons with disabilities and from other disadvantaged groups.

• Herrera, Lucia Castro; Majchrzak, Tim A. & Thapa, Devinder (2021). Principles for the Arrangement of Social Media Listening Practices in Crisis Management. In Yayilgan, Sule Yildirim; Bajwa, Imran Sarwar & Sanfilippo, Filippo (Ed.), Proceeding of the 3rd International Conference on Intelligent Technologies and Applications (INTAP). Springer. ISSN 9783030717117. Full text in Research Archive
• Herrera, Lucia Castro; Majchrzak, Tim A. & Thapa, Devinder (2021). Ecosystem of Social Media Listening Practices for Crisis Management. Lecture Notes in Computer Science (LNCS). ISSN 0302-9743. 12896, p. 710–722. doi: 10.1007/978-3-030-85447-8_59. Full text in Research Archive Show summary

  The benefits of using social media data as a source of information are recognized by both practice and research in crisis management. However, the existing understanding on the matter is fragmented, it oscillates between techno-determinisms and socio-determinisms, which does not provide a holistic picture. In this paper we argue that to better adapt social media data use practices, an ecosystem perspective is needed. In doing so, we conducted a systematic literature review and identified the various entities and their interrelationships that configure the practices of social media listening for crisis management. Then, we summarize our findings by proposing a conceptual ecosystem of practice. Finally, we suggest its implications for future research and practice.

• Herrera, Lucia Castro (2021). Configuring Social Media Listening Practices in Crisis Management. In Adrot, Anouck; Grace, Rob; Moore, Kathleen & Zobel, Christopher W. (Ed.), ISCRAM 2021 Conference Proceedings - 18th International Conference on Information Systems for Crisis Response and Management. ISCRAM Association. ISSN 9781949373615. Full text in Research Archive

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• Garmann-Johnsen, Niels Frederik; Herrera, Lucia Castro & Liyanapathiranage, Sudeepika (2022). Teaching Design Thinking: Challenge-based Learning (presentation of work in progress). Full text in Research Archive
• Herrera, Lucia Castro (2025). Resilience Through Crisis Management Transitions: A process organization study of support information systems in public service, the case of social media analytics. Universitetet i Agder. ISSN 9788284272375. Full text in Research Archive Show summary

  Despite the increased spread of mis-and disinformation, segmentation and polarization, social media is part of our day-to-day life and makes a compelling and cost-effective source of data that when processed continues to provide insights into what communities are thinking, doing, and feeling. Since its inception, social media has been not only a source of entertainment but also a rich (mostly) human sensor-based source of information and a vehicle for mass communication for those affected by or looking for information about crises during times of uncertainty. The massive amounts of data generated in social media channels enable analytics through processes of extraction, classification, analysis, and reporting. Then, big data is processed to provide insights about features of users, discover trending topics of conversation, and monitor the evolution of events through the content generated by users and housed in social media channels. The usefulness of analytics urges the design and development of methods and tools to turn data into actionable insights. However, social media is constantly changing and thus organizations that rely on this type of support information systems (SIS) are called to continuously revise their processes and strategies. The cyclical nature of crises and the need for continuity in organizations exacerbates the importance of robust processes that rely on SIS, especially in the provision of public services at different levels, namely local, regional, national, and international. Public service organizations (PSOs), organizations that are public in nature with a duty to provide services to the communities they serve during crisis and non-crisis times, have their own mandates, objectives, and services. Crisis management is an important aspect of continuity but not necessarily the focus or raison d'être of PSOs. Information systems play a role in supporting the continuity of service provision under unstable circumstances far removed from day-to-day activities. In the case of social media analytics, the support activities are evidenced throughout the crisis life-cycle in the ability of the organization to obtain situational awareness, maintain two-way communications, support early warning of events and addressing mis- and dis-information. This dissertation explores the reasoning behind the not-uniform adoption of social media analytics in the public sector contrasted with the importance of SIS for continuity. To do so, a process organization studies approach is adopted, assuming a dynamic, relational, and non-dualistic ontology to analyze experiences of use of social media analytics in PSOs placed in different geographical contexts. The diversification of contexts is justified by the uniformity of social media channels in that functionalities and features are available for users around the world regardless of location or context of use; however, experiences of use are different and not-uniform. PSOs’ experiences of use are contrasted with views from designers and developers of analytics technologies that rely on publicly available information. Through abductive reasoning, an overview of processes of use of social media as SIS are extracted and analyzed to answer the following research question and sub-questions: How can processes leveraging social media analytics and listening contribute to the continuity of services as public service organizations navigate crisis management and strive for resilience? SRQ1. What is the status-quo of the use of social media in support information systems for crisis management? SRQ2. How do public organizations exhibit unstable equilibrium while transitioning to, from and within crisis response? SRQ3. What are the attributes, principles and signals that can enable continuity exemplified through the use of support information systems while transitioning between stages of steady state operations and crisis response in public service organizations? To answer these questions, this study generated data through literature reviews, the collections of experiences described above, and participatory workshops. Through the back-and-forth dance between data and theory proper of abductive reasoning, six publications document both findings and the evolution of the research process. The conceptual foundation of this thesis is based on a multidisciplinary view of social media in crisis management and its contribution to resilience. The analysis led to the understanding of the environment, ecosystem, configurations, and principles in which processes relying on social media analytics are performed under crisis management conditions. The empirical analysis was accompanied by unstable and punctuated equilibrium theories to frame the subsequent findings, namely, a framework of continuity through transitions between non-crisis and crisis states, and the proposition of signals of transition, that respond to attributes of continuity and attitudes of learning which define resilience in SIS processes in PSOs. The signals, attributes, and attitudes revealed in this dissertation contribute to the understanding of factors that determine resilience in processes of use of SIS. While the articles make their own contributions, as a whole and through the displayed creativity in the research design, this dissertation provides: • A transitions approach to crisis management with emphasis on the crisis state and multiple hazards. • It highlights learning and mindfulness as the key factors of resilient processes which combined with the signals and the attributes and explains the differences in experiences of use. • Finally, this dissertation formulates evidence-based principles for the continuous use of support analytics systems to sustain service provision in the public sector. In this way, future processes relying on SIS in PSOs can be contrasted against these results to better understand transitions, continuity, crisis management cycles and resilience in pursuit of public services. Other types of SIS such as generative AI, chatbots or sensors can take a transitions approach to promote a more holistic understanding of continuity and resilience.

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