Crisis Communication 2.0: Social Media in Emergency Preparedness & Response
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Crisis Communication 2.0: Social Media in Emergency Preparedness & Response
- 1. Social Media In Emergency Preparedness & Response Presented 11.17.11 To MRC Region I & II Summit Arielle Slam & Alyson Cobb
- 2. 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.
- 3. “Social media are the electronic tools, technologies, and applications that facilitate interactive communication and content exchange.”
- 5. Social networking sites Blogs Microblogs Gadgets Buttons & Badges Widgets Apps Multimedia sharing sites Geotagging Virtual worlds Wikis Text messaging RSS Feeds Social bookmarking
- 13. Wall Info Photos Like Button
- 23. Benefits Drawbacks Rapid message Could spread dissemination misinformation Accessible when Collective error traditional media and correction & verification resources were not Casualties made public before families knew Provided reassurance to friends and family Crowdsourcing
- 25. 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 60% of bloggers note they are blogging more than when they started because it has proven to be of value to their profession. State of Blogosphere 2011
- 28. “The only way we all have to get good information here is for those who have it to share it. We relied on others to give us updates when they had info and we do the same for others.” –San Diego Resident “Most of the news media…are utterly clueless about anything in rural areas. They constantly gave out bogus information, like locations and directions that made no sense at all.” - rural area resident
- 29. Benefits Drawbacks Address special Many competing blogs audiences Time intensive Functional needs Special languages Localized information No web development skills needed Fast Seen as most reliable source of new media
- 31. Similar to traditional blogs, except that content length is limited Username Info Hashtag location Tweet/Retweet
- 39. “There’s some evidence that as landlines and power supplies went down…people still used their mobile phones to stay in touch via Facebook and Twitter.”
- 40. Benefits Barriers Observation tool White noise Short messages Short-term visibility Easy to share links & Limited profile information promote website Viral messaging Extensive networks Easily adopted in crisis situation Good redundancy channel Easy integration with other technology SMS friendly
- 41. Buttons and badges Widgets Apps
- 42. 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_ci d=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 -->
- 47. Benefits Drawbacks Easier functionality than Apps limited to those with internet on phones smart phones Apps can reach traditional Apps often require a non-internet users developer to build Facilitates unified message Apps & badges short life span sharing Can encourage viral message dissemination Can be used to gather information from the ground Added value to audience Entertaining Visually appealing
- 53. Benefits Drawbacks Public prefers visual Time to produce videos information Limited interaction Can use and share existing media Can easily make existing media available to your audience
- 55. Location-based platforms Typically on mobile phones & smart phones Organizes and presents information specific to your geographic location Nearby places & resources People nearby
- 58. Benefits Drawbacks Limit information to Privacy & safety geographic area of considerations interest Adds additional element to information Applications for response efforts
- 60. Population of ~1,080,000 During Irene, Fairfax County used: Blog YouTube Facebook Flickr Twitter Ask Fairfax CEAN (alert system) iPhone and Android apps Website
- 61. Launched emergency information blog During Irene: 61 posts 50,668 views 77 comments
- 62. FACEBOOK TWITTER During Irene: During Irene: 48 posts 60 Tweets 335,000 post views 333 retweets 336 shares 292 new followers 318 likes 91 comments 380 new fans
- 63. Fairfax County’s text and e-mail alert system During Irene: Approximately 3,000 new subscribers
- 64. YOUTUBE FLICKR During Irene: During Irene: 5 videos posted 11 pictures posted 1,863 video views 5,766 views Media outlets posted videos on their sites = further reach
- 65. County’s website is mobile-friendly Developed a special mobile emergency home page Developed iPhone and Android apps During Irene: 289 app dowloads
- 66. 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.
- 67. Consider relevance of social media to your goals. Set aside a few hours to a day to learn tool(s) and create an account. Start with a personal account. Create a plan for how you will use tools. Administrators Content policy
- 68. Arielle Slam Alyson Cobb JSI Research & Training Institute JSI Research & Training Institute aslam@jsi.com acobb@jsi.com 603.573.3341 603.573.3319 http://linkd.in/ArielleSlam http://linkd.in/AlysonCobb
Notas del editor
- ** Arielle Do stand up introduction ***Welcome everyone to this morning’s presentation on Social Media in Emergency Preparedness & Response entitled: Crisis Communication 2.0.Why the 2.0? Web 2.0 refers to web applications that facilitate interactivity. It is the current world of the internet meaning a move from one way absorption of information to a more dynamic and user-generated approach.We are staff at the Community Health Institute, a regional office of John Snow, a public health consulting firm that provides technical assistance to the 12 essential services in public health. Our NH office in particular, provides extensive TA & training to the state in Emergency preparedness & responseArielle- degree in mass communications, do project work in health communications, including social marketing, marketing analysis, ??Alyson- PH Prep, CERT/MRC Conferences, ___________.
- Next let’s talk about social networking sites.Social networking sites may be one of the most familiar social media tools we’ll discuss today. These sites are a way to connect with friends, people of similar interests, information sources. Often social networking sites are organized around user profiles, a personalize page for you or your organization where you share relevant information. Almost all social networking sites are open to the public to join. To join you go to the website register a username and start searching for friends, constituents, collaborators, or community members to connect withThe top two most popular social networking sites in the US are: facebook and Linkedin. Facebook has recently even outnumbered Google in the amount of daily traffic the site gets.http://press.linkedin.com/aboutLinkedIn is a tool you can use in emergency management to connect with other professionals. There are more than 1 M linkedin groups.135 Million profiles2 new profiles every second- sign-up rate is greater than two new members per second50.1 MI in the US40% = 35-5432%= 25-34http://www.digitalbuzzblog.com/linkedin-demographics-statistics-stats-2011/
- Next let’s talk about social networking sites.Social networking sites may be one of the most familiar social media tools we’ll discuss today. These sites are a way to connect with friends, people of similar interests, information sources. Often social networking sites are organized around user profiles, a personalize page for you or your organization where you share relevant information. Almost all social networking sites are open to the public to join. To join you go to the website register a username and start searching for friends, constituents, collaborators, or community members to connect withThe top two most popular social networking sites in the US are: facebook and Linkedin. Facebook has recently even outnumbered Google in the amount of daily traffic the site gets.http://press.linkedin.com/aboutLinkedIn is a tool you can use in emergency management to connect with other professionals. There are more than 1 M linkedin groups.135 Million profiles2 new profiles every second- sign-up rate is greater than two new members per second50.1 MI in the US40% = 35-5432%= 25-34http://www.digitalbuzzblog.com/linkedin-demographics-statistics-stats-2011/
- For example, I was visiting the website for PBS.org and I clicked on the like button saying that I like the page. A popup asks if it’s ok to share my facebook profile, I say yes and(advance to next image) now I’m connected to PBS on facebook.
- For example, I was visiting the website for PBS.org and I clicked on the like button saying that I like the page. A popup asks if it’s ok to share my facebook profile, I say yes and(advance to next image) now I’m connected to PBS on facebook.
- Short life span: most apps only opened once; badge related to a specific campaigns
- ARIELLE10/2007 series of wildfires, destroyed 1500 homesMass media focused on lg. fires in malibu and sensational celebrity evacuationsLeft other areas w/o critical info RE: evacuations, status/progression of fireLet residents, local news broadcasters (SignOnSanDiego), and local responders (LA Fire) to start online resources for info:76% info portals & websites53% blogs & forums w/reports from community members; 10% photo sharing site10% twitterFor example, this blog called “Fallbrook Fires” provided updates down to specific streets in their community that were affected by the fire and posted local pictures.Characteristics HighlightedDecentralized and localized informationApplicable informationFilled information gapRapid message dissemination
- Short life span: most apps only opened once; badge related to a specific campaigns
- This is a twitter profile page.Notice the verified official seal
- HANDLE: In twitter, your username is called a “handle”.In twitter you may have both a username and a full name. This is because usernames can not have spaces in them and are limited in characters, similar in principle to when there were AOL instant messenger usernames, or phone numbers which are transferred between phones without any spaces.
- The purpose of twitter is to tweet and read each others tweets. A tweet is a 140 character comment, essentially like a shortened status or wall post on facebook. Your tweets can be about anything you want to share with a public audience: changes in staff at your organization, sharing interesting links, education, preparedness, warnings.
- ARIELLE12/2010-1/2011- ¾ of state disaster zone during serious floodingSM emerged as a prominent communication tool for response agencies such as the QPD. See video.Ask group: what ways did QPD use twitter/FB in this ex.Redundancy: able to use social media when no landline service or desktop computersJoin conversation: #qldfloods used on Twitter was spontaneously accepted as a primary source for information by public, police and emergency services.“As soon as the Police saw people using it, they were quick to take it up as a means of disseminating advice more widely and effectively. I’d expect to see a similar pattern in future events.”Rose to 1200 tweets per hr.Reassurance--Mogill cut off on a bend in the river, sent out calls for support via Twitter, and were reassured by the Premier they had not been forgotten and that helicopters/necessary supplies were on the way.volunteerism– animal shelter used twitter to find volunteers -> overwhelming response.Mythbusters- though time consuming, able to see false info. And correct it as the official sourcehttp://www.cci.edu.au/about/media/social-media-vs-the-floodsSeeing high public usage, city saw importance of SM presenceFaster and easier to update as river level changesAmazing way to organize volunteers for sandbaggingProvide “zone” specific information on flood stage and evacuationsUse red cross safe & wellCHARACTERISTICSpublic empowerment (volunteerism)Collective organizing (people want a way to help out)Rapid msg. disseminationFlexibility, alt. communication channel when no electricityCitations:www.ci.moorhead.mn.us/flood
- ARIELLE12/2010-1/2011- ¾ of state disaster zone during serious floodingSM emerged as a prominent communication tool for response agencies such as the QPD. See video.Ask group: what ways did QPD use twitter/FB in this ex.Redundancy: able to use social media when no landline service or desktop computersJoin conversation: #qldfloods used on Twitter was spontaneously accepted as a primary source for information by public, police and emergency services.“As soon as the Police saw people using it, they were quick to take it up as a means of disseminating advice more widely and effectively. I’d expect to see a similar pattern in future events.”Rose to 1200 tweets per hr.Reassurance--Mogill cut off on a bend in the river, sent out calls for support via Twitter, and were reassured by the Premier they had not been forgotten and that helicopters/necessary supplies were on the way.volunteerism– animal shelter used twitter to find volunteers -> overwhelming response.Mythbusters- though time consuming, able to see false info. And correct it as the official sourcehttp://www.cci.edu.au/about/media/social-media-vs-the-floodsSeeing high public usage, city saw importance of SM presenceFaster and easier to update as river level changesAmazing way to organize volunteers for sandbaggingProvide “zone” specific information on flood stage and evacuationsUse red cross safe & wellCHARACTERISTICSpublic empowerment (volunteerism)Collective organizing (people want a way to help out)Rapid msg. disseminationFlexibility, alt. communication channel when no electricityCitations:www.ci.moorhead.mn.us/flood
- ARIELLEChart showing distribution of what ppl. were talking about related to floodsInfo sharingMedia sharing (sending personal videos & pictures)Reactions and discussions (words of support, etc. – important channel for sharing emotions in a disaster)Help & fundraising (much easier to organize)Direct experience (personal stories and requests services)CharacteristicsChannel redundancyComfortingPublic empowerment (volunteerism)Exchange of personal informationExtra cost to QPD
- The graphical elements can be posted to any website, blog, social network profile, or email signatures.This can help facilitate viral spread of your message…Easy for organizations to share the message without creating their own content.
- Widget are a small tool or application that is put on a website as a way to help the user either find information or perform some sort of task. One of the cool things about widgets is that are mostly made up of a bunch of lines of codes that can be copy and pasted from website to website.in 2008-2009 there was a large FDA recall of salmonella infected peanuts products. As officials indentified infected products they entered it into a big database. They wanted to share all the information they were collecting with the public so they created this widget that was fed by the constantly updating information in the database. Users could enter the product name or the barcode number to determine whether it had been identified as an unsafe product.If you want to interact with the widgets then go to cdc.gov/widgets.http://www.citizencorps.gov/widgets/
- Apps:Apple largest provider of Apps with 350K apps.Used with smartphones (internet capable & operating system)Can be developed by anyoneEasily downloaded and usually freeMany ICE- In case of emergency Apps that help you keep and share lists of emergency contacts known allergies medications you are on, any conditions you have, and personal identification information.
- Apps:Apple largest provider of Apps with 350K apps.Used with smartphones (internet capable & operating system)Can be developed by anyoneEasily downloaded and usually freeMany ICE- In case of emergency Apps that help you keep and share lists of emergency contacts known allergies medications you are on, any conditions you have, and personal identification information.
- Apps:Apple largest provider of Apps with 350K apps.Used with smartphones (internet capable & operating system)Can be developed by anyoneEasily downloaded and usually freeMany ICE- In case of emergency Apps that help you keep and share lists of emergency contacts known allergies medications you are on, any conditions you have, and personal identification information.
- Short life span: most apps only opened once; badge related to a specific campaigns
- An average flickr user has:253 contacts1620 photos529 views a day7 uploads a day
- 3 billion views per day= every US resident watching at least 9 videos each day48 hrs of video uploaded every minuteMost of the time you just look for individual videos. However, some groups and organizations create their own page (called a channel) on YouTube to organize all their videos together.This is an example of an organization that has made a channel of all preparedness videos that include sign language.In NH, PSNH has a YouTube channel that shows videos about a variety of things including the affects of local emergencies such as the Ice storm, or wind storm.
- Most of the time you just look for individual videos. However, some groups and organizations create their own page (called a channel) on YouTube to organize all their videos together.This is an example of an organization that has made a channel of all preparedness videos that include sign language.In NH, PSNH has a YouTube channel that shows videos about a variety of things including the affects of local emergencies such as the Ice storm, or wind storm.
- Most of the time you just look for individual videos. However, some groups and organizations create their own page (called a channel) on YouTube to organize all their videos together.This is an example of an organization that has made a channel of all preparedness videos that include sign language.In NH, PSNH has a YouTube channel that shows videos about a variety of things including the affects of local emergencies such as the Ice storm, or wind storm.
- Most of the time you just look for individual videos. However, some groups and organizations create their own page (called a channel) on YouTube to organize all their videos together.This is an example of an organization that has made a channel of all preparedness videos that include sign language.In NH, PSNH has a YouTube channel that shows videos about a variety of things including the affects of local emergencies such as the Ice storm, or wind storm.
- Drawback: time to produce videos- but much shorter and more informal than in the past.
- Blog- established to publish messages in user friendly shareable ways; now primary way to share emergency info50,668 views more than county website- 36,417
- Benefits: rapidly send messages to many many people. Any one can contribute to the solution or the cause. It can also be used to reach very specific audiences that wouldn’t get that specific information through traditional media. It provides additional tools to reach people in different ways, and provides redundancy when one or more other communication channels are unavailable. -lastly, it allows the public to participate: feel connected to you, and help solve problems.Barriers: It’s scary for organizations because there is lack of msg control and fear of liability. It requires reallocation of time previously spent on traditional forms of communication.