- Trial lecture starts at 10:15
- Public defence starts at 12:15
Title of trial lecture: "Future directions of AI in crisis communication"
Read the thesis in AURA
Assessment committee:
- Associate Professor Amanda Hughes, Brigham Young University, USA
- Professor Deepak Khazanchi, University of Nebraska Omaha, USA
- Professor Margunn Aanestad, University of Agder/University of Oslo
Supervisors in the doctoral work:
- Associate Professor Terje Gjøsæter, IIS, UiA
- Professor Tim Majchrzak, IIS, UiA
- Professor Devinder Thapa, IIS, UiA
Summary of thesis
Between steady-state and crisis response: the experience of social media analytics
In today’s landscape of misinformation, polarization, and uncertainty, social media plays a dual role as a platform for entertainment and an essential tool for crisis management. This research explores the transformative potential of social media analytics as a support information system (SIS) for public service organizations (PSOs), which are tasked with delivering critical services during both crises and stable periods while navigating challenges to continuity and resilience.
By leveraging vast user-generated data, social media analytics provides actionable insights—tracking trends, assessing public sentiment, and offering early warnings. These capabilities enhance situational awareness, open communication, and counter misinformation. However, the dynamic nature of social media requires PSOs to innovate constantly to stay effective.
This study investigates the uneven adoption of social media analytics across PSOs, despite its proven value. Using process organization studies and theories of unstable and punctuated equilibrium, it identifies the principles, attributes, and signals that enable organizations to transition seamlessly between steady-state operations and crisis response. Learning and mindfulness are highlighted as core components of resilience within SIS processes.
Key contributions include a transitions framework for crisis management, evidence-based principles for deploying analytics-driven SIS, and insights into leveraging emerging technologies like generative AI and chatbots to ensure service continuity and organizational resilience.
The research calls for a holistic approach to resilience, urging PSOs to prioritize adaptability, continuous learning, and the strategic use of social media analytics. By rethinking crisis management strategies, PSOs can enhance their capacity to serve communities effectively in both stable and uncertain times, blending theoretical advancements with practical solutions for future challenges.
What to do as an online audience member
The disputation is open to the public. To follow the trial lecture and the public defence online, register on Zoom.
We ask online audience members to join no earlier than 10 minutes in advance. After these times, you can leave and rejoin the meeting at any time.
Opponent ex auditorio:
Deadline for the public to pose questions is during the break between the two opponents. Questions ex auditorio can be submitted to disputation chair, Dean Leif Skiftenes Flak.