Understanding twitter in crisis: a roadmap for public sector decision makers with multi-criteria decision making

This study was developed to emphasize the critical role of social media in large-scale crises and the importance of effective information flow management. By analyzing how the Twitter platform (now X) can be utilized in crisis management, this paper presents an integrated framework that combines Multi-Criteria Decision-Making (MCDM) methods. The Improved Entropy technique is employed to prioritize classified tweets, while the Compromise Ranking of Alternatives from Distance to Ideal Solution (CRADIS) approach is used to evaluate the significance of crisis days. To validate the applicability and consistency of the proposed approach, a case study was conducted using tweets from the official Twitter account of the Disaster and Emergency Management Authority (AFAD) related to the earthquake that occurred in Turkey on February 6, 2023. The findings reveal that the Improved Entropy method identifies calls for help as the highest priority category in crisis response. CRADIS results further highlight that the second day of the disaster is the most critical, as it is the period when the scope of the crisis becomes clearer and coordination efforts are most intense. Comprehensive sensitivity analyses confirm that the proposed unified MCDM framework is both reliable and consistent. This study underscores the importance of timely and accurate information dissemination through social media in crisis management and offers a decision-support model that facilitates flexible and rational decision-making for authorities. This model can guide the development of more effective response strategies in future crisis scenarios.