Social media assemble multiple users' interactions across singular events. Authorities need to navigate this diversity to effectively communicate and promote collaborative strategies. During emergency situations, discerning “who is there” is even more important for authorities, as this tracing process can save lives reaching the appropriate targets. This article contributes to this problem during emergency situations by proposing a user role taxonomy. We argue that focusing on functional behaviors could bypass the complexity of defining audiences during critical events. We test our framework using data from the 2018 flash floods in Sant Llorenç, Majorca island (Spain). Results show a diverse set of audience roles that emerge during crisis and post-crisis stages. We also identify the inclination of actors to represent certain roles and not others. Our findings contribute to understand crisis development models, and also crisis coordination configurations, such as the four-channel model or the network coordination perspective. Practical implications for public managers vary from improving coordination to influence audience's behavior during crises.

社交媒体会在单个事件中聚集多个用户的交互。当局需要驾驭这种多样性，以有效地交流和促进协作策略。在紧急情况下，辨别“谁在那儿”对当局来说更为重要，因为这种追踪过程可以挽救生命并达到适当的目标。本文通过提出用户角色分类法来解决紧急情况下的此问题。我们认为，关注功能行为可以避免在关键事件期间定义受众的复杂性。我们使用来自2018年西班牙马略卡岛桑特洛伦森的山洪暴发的数据测试我们的框架。结果表明，在危机和危机后阶段出现了各种各样的受众角色。我们还确定了演员倾向于代表某些角色而不是其他角色的倾向。我们的发现有助于理解危机发展模型，以及危机协调配置，例如四通道模型或网络协调角度。对公共管理人员的实际影响从改善协调到影响危机期间听众的行为不等。