Lessons from the Digital Operations Center

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An examination of the Red Cross’s nationally recognized Social Media Command Center and world-renowned program. The session will include tips on how to execute real-time response, crisis communications, cultivating stakeholders, monitoring and more. Social Media Director Wendy Harmon delivered the goods at #Demand13.

Tecnología Empresariales

Lessons from the
Digital Operations Center
@wharman @RedCross

@wharman

Who powers the DigiDOC?
Local Social Engagement Teams
Disaster Services
NHQ Social Engagement Team
Digital Volunteers

@wharman

Hurricane Sandy made a huge
impact

Tornadoes put the DigiDOC to the test
@wharman

@wharman

@wharman

@wharman

@wharman

@wharman

12
@wharman

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The 7 Things I Know About Cyber Security After 25 Years | April 2024

The 7 Things I Know About Cyber Security After 25 Years | April 2024

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GenAI Risks & Security Meetup 01052024.pdf

GenAI Risks & Security Meetup 01052024.pdf

[2024]Digital Global Overview Report 2024 Meltwater.pdf

[2024]Digital Global Overview Report 2024 Meltwater.pdf

[2024]Digital Global Overview Report 2024 Meltwater.pdf

Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...

Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...

Apidays Singapore 2024 - Building Digital Trust in a Digital Economy by Veron...

Scaling API-first – The story of a global engineering organization

Scaling API-first – The story of a global engineering organization

Scaling API-first – The story of a global engineering organization

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx

EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx

EIS-Webinar-Prompt-Knowledge-Eng-2024-04-08.pptx

🐬 The future of MySQL is Postgres 🐘

🐬 The future of MySQL is Postgres 🐘

🐬 The future of MySQL is Postgres 🐘

Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...

Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...

Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...

From Event to Action: Accelerate Your Decision Making with Real-Time Automation

From Event to Action: Accelerate Your Decision Making with Real-Time Automation

From Event to Action: Accelerate Your Decision Making with Real-Time Automation

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Boost PC performance: How more available memory can improve productivity

Workshop - Best of Both Worlds_ Combine KG and Vector search for enhanced R...

Workshop - Best of Both Worlds_ Combine KG and Vector search for enhanced R...

Workshop - Best of Both Worlds_ Combine KG and Vector search for enhanced R...

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

Lessons from the Digital Operations Center

1. Lessons from the Digital Operations Center @wharman @RedCross

3. Who powers the DigiDOC? Local Social Engagement Teams Disaster Services NHQ Social Engagement Team Digital Volunteers

5. Hurricane Sandy made a huge impact

6. Tornadoes put the DigiDOC to the test @wharman

12. 12 @wharman

Notas del editor

One BIG thing missing in here. COMMUNITY.
How to include stakeholders in the processDigital Volunteers I never feel closer to the mission than when I am tweeting with someone in a tornado warninghow can we give this experience to more people? Is it valuable? Is it helpful? What digital volunteers doWhat digital advocates doTAKEAWAYS: Don't be scared - assume the best and be ready for the worst. Read Jeremiah Owyang and figure out how to get ahead of the "collaborative economy" - include your stakeholders in your business at every point.
The first thing noticed was the DigiDOC was able to capture much broader conversations than ever before in real time. (e.g., The Red Cross’ Joe Hansen noticed early the collapse of the Henryville School.)Beyond pleas for help, food and shelter coordination, and providing help locating loved ones, the Red Cross was also able to determine a need to first-aid info and resources and promptly added that to their Facebook/Twitter pages.For the first time, they were also able to gauge emotion for those on the ground to not only send resources, but also emotional support through digital hugs.