Library support for emergency management during the time of natural disasters: Through the lens of public library Twitter data

The public libraries in the Carolinas engaged with their communities using Twitter throughout the phases of Hurricane Florence in 2018. A total of 161 libraries in Carolinas were examined. The framework of crisis informatics, content analysis, and network analysis were applied to 738 Twitter posts from 17 libraries, which had Twitter presence, to understand interaction details between the libraries and communities that they serve. Findings include that the libraries shared a mixture of both disaster- and non-disaster-related information via their Twitter pages. The disaster-related tweets were mostly shared in the During (291 out of 349) and After (56 out of 349) phases. The number of general library-related tweets in the During phase dropped drastically compared to those in the Before or After phases. The libraries were also retweeting disaster-related tweets from various governmental agencies and NGOs to the community members in their social network. These findings indicate that the libraries switched their roles from a general services institution to an emergency information hub as the threat from the hurricane began affecting the communities. The knowledge gained from our study could be used to improve community resilience by further illuminating the role of public libraries as public infrastructures that host and facilitate the development of social capital during and after disaster events by becoming information and communication hubs.