Application of ICT in effective crisis management: A systematic review

Effective crisis management can reduce the costs and consequences of a crisis and has a significant impact on saving human lives in critical situations. Proper use of information and communication technologies (ICTs) can improve all crisis management phases and crisis communication cycles according to the needs of stakeholders. The purpose of this review article is to identify which ICTs have been used in effective crisis management and what managerial tasks they support.

A systematic review was conducted based on PRISMA protocol. The investigated articles that have been published in English were all indexed in PubMed, Science Direct, IEEE, Web of Science, and Google Scholar databases from 2005 to 2019. The keywords searched were "Crisis Management," "Emergency Management," "Information and Communication Technology," and their synonyms.

A total of 1,703 articles were retrieved, and 81 articles that met the inclusion criteria were retained. In terms of content, there were 54 case studies/review articles, 38 proposals, and seven prototypes among which 18 case studies and proposals were the same. According to surveys, 18 ICT tools and technologies have been used in effective crisis management with the purpose of supporting managerial tasks such as situation assessment, decision-making, coordination/command and control, communication with the public, and supply of basic services in order to enable crisis management and logistics.

This study showed that proper use of ICT can help crisis managers optimize their performance that will consequently result in effective crisis management and the reduction of casualties. In the crisis management cycle, several tools and technologies have been used for various purposes, however; some crisis managers' tasks were still not taken into consideration sufficiently, and thus, some recommendations for further research in this field were provided.