LAUSR

Abstract Finding a way to ensure an effective use of social media has become increasingly important to emergency services over the past decade. Despite all efforts to determine the utility of social media for emergency organisations, it is necessary to benefit from such institutions' staffs’ opinions to establish effective use. To provide empirical evidence we present a comparison of two surveys, conducted across Europe with emergency services in 2014 and 2017 respectively, with a total of 1169 answers. The analysis shows that personal experience has an effect on how organisational usage of social media is perceived and how emergency service staff view the future use of social media. Furthermore, the use has increased. This article not only shows emergency services what their staff think about their social media usage but also discusses challenges and future directions for the design of systems that can be useful for further development of optimized organisational social media usage.