1 Introduction and Brief History
2 Usage Patterns – Types of Interaction in Social Media
2.1 Citizens to Citizens (C2C) – Self-Coordination and Help
2.2 Authorities to Citizens (A2C) – Crisis Communication and Public Alerting
2.3 Citizens to Authorities (C2A) – Integration of Citizen-Generated Content
2.4 Authorities to Authorities (A2A) – Inter- and Intra-Organizational Crisis Management
3 Role Patterns – Types of Users in Social Media
3.1 Public Perspective – Emerging, Expanding, and Extending Groups and Virtual and Technical Communities
3.2 Authority Perspective – Incident Management and Virtual Operations Support Teams
4 Information Patterns – Gathering and Analysis of Big Crisis Data
4.1 Channels, Access, and Content in Social Media
4.2 Analysis, Filtering, and Evaluation of Social Data
5 Perception Patterns – Views on Social Media
5.1 Authorities’ Perception of Social Media
5.2 Citizens’ Perception of Social Media
6 Future Directions
