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Snowing, freezing … tweeting? Organizational Twitter use during crisis

机译：下雪了，冻结了……发推文吗？危机期间组织Twitter的使用

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Since its launch in 2006, Twitter use has evolved and is increasingly being adopted in a variety of contexts. One such area of use is business, where companies have tried to establish practices and guidelines for company and employee ”tweeting”. This paper presents a study on Twitter use by SJ, the national Swedish train operator. The aim of the study is to investigate how SJ (known on Twitter under the handle @SJ_AB) made use of the platform at hand to communicate with customers during the tumultuous Christmas season of 2010. Specifically, the paper features the analysis of an extensive data set containing of over 3000 tweets tagged as relevant to the study and archived during the winter of 2010/11 using the YourTwapperKeeper application. By utilizing social network analyses of a large dataset archived utilizing state-of-the-art online applications, the study contributes to the development of scientific methods to handle large-scale online empirics. Findings show that while SJ are indeed utilizing Twitter to communicate with their customers, the discerned communicative patterns are mostly pertaining to what is described as an “office hour”-approach – making use of the Twitter platform in a way that largely conforms to established routines of organizational communication.
机译：自2006年推出以来，Twitter的使用已经发生了演变，并且在各种情况下都越来越多地被采用。其中一种使用领域是业务，公司在该业务中尝试为公司和员工“发推”建立实践和准则。本文介绍了瑞典国家火车运营商SJ对Twitter使用的研究。这项研究的目的是调查SJ（在Twitter上使用@SJ_AB句柄而为人所知）如何在2010年圣诞节动荡的圣诞节期间利用手头的平台与客户进行沟通。包含超过3000条推文的标签集，这些推文被标记为与研究相关，并在2010/11年冬季使用YourTwapperKeeper应用程序进行了存档。通过利用对使用最新的在线应用程序存档的大型数据集的社交网络分析，该研究有助于开发处理大规模在线经验的科学方法。调查结果表明，尽管SJ确实在利用Twitter与客户进行交流，但辨别的交流模式主要与所谓的“办公时间”方法有关–通过Twitter平台使用的方式与既定惯例基本一致组织沟通。

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