social media during a disaster webinar version
TRANSCRIPT
Social Media During A Social Media During A Disaster/EmergencyDisaster/Emergency
A presentation by Constable Mark Smith (Calgary Police Service) A presentation by Constable Mark Smith (Calgary Police Service)
Who Uses Social Media?Who Uses Social Media?
• 74% of all internet users are now active on social media74% of all internet users are now active on social media
• 89% of people between ages of 18-29 use social media89% of people between ages of 18-29 use social media
• 82% of the 30-49 age group use social media82% of the 30-49 age group use social media
• 65% of people between 50-65 use social media65% of people between 50-65 use social media
• 49% of people over 65 years of age use social media49% of people over 65 years of age use social media
Based on research conducted (January 2014) by PEW research centerBased on research conducted (January 2014) by PEW research center
Top Reasons To Utilize Social Media During A Disaster/Emergency
• Immediacy
• Ability to Inform
• Wide Reaching
• Two-Way Information Sharing
• Rumour Management
• Easy Access
How To Be PreparedHow To Be Prepared• TrainingTraining
• EquipmentEquipment
• Communication Plan – Communication Plan – Who, Why, HowWho, Why, How
• Staff ExperienceStaff Experience
Information Overload!Information Overload!
• Inundated with information
• Train up other members of the team
• Have good equipment available
• Learn how to answer questions quickly
SM Monitoring ToolsSM Monitoring Tools
We use Radian 6, others available
Multiple operators
Limitations
Radian 6 during 2013 floods
Which Social Media To Use?Which Social Media To Use?
Top Sites With Most Active Users:Top Sites With Most Active Users:•TwitterTwitter•FacebookFacebook•RedditReddit•InstagramInstagram•YouTubeYouTube
Less Active Sites:Less Active Sites:•MyspaceMyspace
•PintrestPintrest
•FlickrFlickr
Benefits/Negatives Of Each Platform.Twitter – Positives: •Immediate information•Insert links•Attach pictures/videos •Respond quickly (rumour control)•Wide reaching
Twitter – Negatives:
•Limited to 140 characters •Inundated with questions
Facebook – Positives:
•Unlimited amount of information per post •Attach pictures/videos and web links •Shared by other users •Answer questions in posts (rumour control)
Facebook – Negatives:
•Time consuming to track questions•Less two-way communication
First Point Of Contact• You are the first point of contact
• Gain management support
• Speaks on behalf of the organization
• Email lists (Internal & other agencies)
Twitter Jail Limit of 240 tweets per hour or 2400 tweets per day
Can remain locked between 1 to 24 hours
Example:
2013 Calgary Flood – Calgary Police Service Twitter account
What Is A Verified Twitter Account? = Verified Account
Ongoing account verification by Twitter
Increased tweet cap
Able to send direct messages (DM) to all accounts [Spot the difference][Spot the difference]
Use Of The Period Symbol On Twitter
Normal reply = Seen by one user
Place (.) before reply = Seen by all followers
Tricks twitter
Use one question to answer others
Twitter Lists
• Proactively create Twitter lists
• Share Twitter list during a disaster
• Media can benefit from Twitter lists
• Allows us to control rumours
• Examples (Calgary Police, City of Calgary, Enmax, CEMA) etc…
Use Hashtags #Use Hashtags #Start using hashtags earlyStart using hashtags early
Easier conversation trackingEasier conversation tracking
Keeps community in one placeKeeps community in one place
Key Points To An Effective Online Disaster Communications Response
Develop strategic relationships pre-crisis
Listen and respond to the concerns of the public
Be honest and transparent
Be available and accommodating to the media
Communicate with sympathy
Provide key messages
If you don’t know – Say so
Release The Keys!Don’t restrict operators
Keep social media operators updated (email lists)
Utilize two-way interaction
If you don’t know the answer, say so
Don’t go Code Black! Updates….
Be sensitive and professional
Utilize Public Tweets & Posts To Help The Response Effort
Use available public photos/updates
Build a picture of the scene (not 100% reliable)
Share with incident commanders
Reach out to social media users (don’t be afraid to ask)
Rumour control
Only RE-TWEET official updates
Do share positive stories
Internal Messaging
• Don’t neglect internal organization messaging
• External/Internal info should be similar
• Increases morale
• Internal call out system
Should Emergency Calls Be Taken Via Social Should Emergency Calls Be Taken Via Social Media?
Things to consider: Things to consider:
Lack of information Lack of information
Privacy issuesPrivacy issues
False reportingFalse reporting
Information sharing delaysInformation sharing delays
Can SM operator dispatchCan SM operator dispatch
SM Policy & Procedure
Draft up policy for organizationDraft up policy for organization
Staff familiarizationStaff familiarization
Crisis control proceduresCrisis control procedures
• Currently not available in Canada
• Will notify any Twitter user immediately
• Highlighted notification