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This study explores the social media engagement of human service nonprofits during the early phase of the COVID-19 pandemic. We analyzed 2,726 tweets from 15 food banks in Texas to understand their communication and audience engagement on social media. During the early outbreak, food banks were more active on social media, and these organizations primarily shared community-building and informational content. Before the pandemic, community-building content led to the highest engagement level. However, action and informational content saw greater engagement during the crisis. Our findings reveal that online audiences perceive the importance of each content type differently in varying circumstances. By understanding preferences and needs of online audiences, human service nonprofits can harness the power of social media to amplify their impact while operating during times of crisis.

0 citations (Crossref) [2023-10-31] _eprint: https://doi.org/10.1080/23303131.2023.2237090