crisis communication 2.0: social media in emergency preparedness and response
TRANSCRIPT
CRISIS COMMUNICATION 2.0
Social Media In Emergency Preparedness & Response
NH Emergency Preparedness ConferenceJune 16, 2011
Alyson Cobb & Arielle SlamJSI Research & Training Institute, Inc.
OBJECTIVES Learn about social media and current trends. Learn about prominent tools through case
studies of social media being used to engage the public during a disaster.
Understand the benefits and barriers of social media.
CRISIS & EMERGENCY RISK COMMUNICATION
The strategy used to provide information to individuals, stakeholders, or an entire community that will help them make the best possible decisions during a crisis
Includes all forms of communication, including social media
SOCIAL MEDIA
“Social media are the electronic tools, technologies, and applications that facilitate interactive communication and content exchange.”
POPULAR SOCIAL MEDIA TOOLS Social networking sites Blogs Microblogs Gadgets
Buttons & Badges Widgets Apps
Multimedia sharing sites Geotagging Virtual worlds Wikis Text messaging RSS Feeds Social bookmarking
SOCIAL NETWORKING SITESOnline communities where you can find
people, connect, and share information.100 Million profiles80% active users1 million new users a week595,580 NH residents (44.5% of NH)43% of people in the US
EXPLORING FACEBOOK
DO YOU FACEBOOK?
FACEBOOK PAGES
Wall Info Photos
Apps Like Button
CHARACTERISTICS OF A FACEBOOK PAGE
THE POWER OF LIKE
VIRGINIA TECH SHOOTING
CHARACTERISTICS OF SOCIAL NETWORKING SITES
Benefits
Drawbacks
Rapid message dissemination
Accessible when traditional media and resources were not
Provided reassurance to friends and family
crowdsourcing
Could spread misinformation Collective error
correction & verification
Casualties made public before families knew
LIABILITY CONCERNS GSA Office of Citizen Services
Developed amended Terms of Service agreements to reflect needs of federal users.
National Association of State Chief Information Officers (NASCIO) Establishing terms of service for state and
local agencies
LIABILITY CONCERNS Include disclaimers
Comments policy “CDC does not agree with or
endorse every comment that individuals post on our pages…Therefore, a comment will be deleted if it contains..”
Note if you are not monitoring 24/7
Updated frequently Genre, professional, personal Most recent entry first Two way conversation Easier to update than a
website Address special audiences
Functional needs Special languages
156 M blogsBLOGS
SOUTH CALIFORNIA WILDFIRES
CHARACTERISTICS OF BLOGSBenefits
Drawbacks Address special
audiences Functional needs Special languages
Localized information No web development
skills needed Fast
Many competing blogs Not always credible
source
MICROBLOGS: TWITTER
Username Hashtag Tweet/Retweet Followers/Following
Info location
Similar to traditional blogs, except that content length is limited
2011 WESTERN MA TORNADO
Buttons and badgesWidgets
Apps
GADGETS
BUTTONS AND BADGES Graphically links that
share information about campaigns and causes online
<!-- BUTTON EMBED CODE STARTS HERE --><a href="http://emergency.cdc.gov/socialmedia/zombies_blog.asp?s_cid=emergency_002" title="Get A Kit, Make A Plan, Be Prepared. emergency.cdc.gov"><img src="http://www.cdc.gov/images/campaigns/emergency/zombies1_300x250.jpg" style="width:300px; height:250px; border:0px;" alt="Get A Kit, Make A Plan, Be Prepared. emergency.cdc.gov" /></a><!-- BUTTON EMBED CODE ENDS HERE -->
WIDGETS
APPS
CHARACTERISTICS OF GADGETS
Easier functionality than internet on phones
Apps can reach traditional non-internet users
Facilitates unified message sharing
Can encourage viral message dissemination
Can be used to gather information from the ground
Added value to audience Entertaining Visually appealing
Apps limited to those with smart phones
Apps require a developer to build
Apps & badges short life span
Benefits
Drawbacks
MEDIA SHARING SITES Websites for users to view, share,
and comment on multimedia• 3 billion views per day• = every US resident watching
at least 9 videos each day• 48 hrs of video uploaded every
minuteAn average flickr user has:253 contacts1620 photos529 views a day7 uploads a day
YOUTUBE CHANNELS
CHARACTERISTICS OF MEDIA SHARING
Public prefers visual information
Can use and share existing media
Can easily make existing media available to your audience
Time to produce videos
Benefits
Drawbacks
Location-based platforms Typically on mobile phones & smart phones
Organizes and presents information specific to your geographic location Nearby places & resources People nearby
GEOTAGGING
GOOGLE MY MAPS & BING MAPS
SOCIAL MEDIA CHECK-INSEx. Twitter, Facebook, Foursquare
HTTP://USHAHIDI.COM/
SUMMARY Many benefits to social media
Fast, wide, decentralized It may feel overwhelming, but its
doable If not on social media, start exploring
as personal user.
Arielle SlamJSI Research & Training [email protected]
THANK YOU!
Alyson CobbJSI Research & Training [email protected]
Terdiman, Daniel. Study: Wikipedia as Accurate as Brittanica (2005) http://news.cnet.com/Study-Wikipedia-as-accurate-as-Britannica/2100-1038_3-5997332.html
Tinker, Timothy, et al. Expert Round Table on Social Media and Risk Communication During Times of Crisis: Strategic Challenges and Opportunities. (2009) http://www.socialmediaandtechnology.com/
Krimsky, Sheldon. Risk communication in the internet age: The rise of disorganized skepticism. (2007) Environmental Hazards. http://www.elsevier.com/locate/hazards
Sutton, Jeannette, et al. Backchannels on the Front Lines: Emergent Uses of Social Media in the 2007 Southern California Wildfires. (2008) Proceedings of the 5th International ISCRAM Conference
Guion, Deirdre, et al. Weathering the Storm: A Social Marketing Perspective on Disaster Preparedness and Response with Lessons from Hurricane Katrina. (2007) American Marketing Association, Vol.26 (1).
Palmer, Jason. Emergency 2.0 is coming to a website near you: the web spells a sea of change for crisis management. How should emergency services respond? (2008) New Scientist 198.2654 http://www.newscientist.com.ezpr.oxy.lib.umb.edu
New tools a boon: Public health leaders using social media to convey emergencies. (2009) The Nation’s Health, American Public Health Association www.thenationshealth.org
Underwood, Sarah. Improving Disaster Management. (2010) communications of the Acm. Vol.53. no.2 DOI: 10.1145/1646353.1646362
Palen, Leysia. The Emergence of Online Widescale Interaction in Unexpected Events: Assistance, Alliance & Retreat (2008) CSCW, University of Colorado, Boulder
A National Survey of Social Media Use in State Government: Friends, Followers, and Feeds.NASCIO (2010): http://www.nascio.org/publications/documents/NASCIO-SocialMedia.pdf
References