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1.4 Case study: Hurricane Sandy response
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1.4 Case study: Hurricane Sandy response



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  • Some of our most successful work thus far has been in the realm of disaster response. So I'm going to focus on that work and show you how these lessons learned and our progress has resulted in very concrete improvements to our services.


  • 1. Case Study: Hurricane Sandy Response
  • 2. • Greater amount of feedback through social channels • Urgency to respond in real time • Self organizing communities that can coordinate mutual aid independently of and more nimbly than established relief organizations Pain points for disaster response
  • 3. Our social tools for disaster response Digital Command Center Engagement Console Insights Dashboard
  • 4. • Red Cross chapters and NHQ shared critical safety info at all stages of the storm • Social one of the best sources of info right after storm hit • Over 2.5 million posts pulled in for review • 2,386 responses sent via Radian6 • 31 digital volunteers • 19 daily digiDOC briefs sent to Disaster Services and partners Social during Sandy
  • 5. First step: listening Setting up keywords: - Emergency aid - Volunteers - Shelters - Safe and Well - Damage Reports - Blood - Fundraising - Recovery Categories: - Need for help/service - Situational report - In kind donations - Complaint - Compliment - Eyewitness
  • 6. digiDOC briefs
  • 7. Engagement examples
  • 8. • 229 posts about needs in affected areas sent to Mass Care team • 88 posts resulted in action on the ground • Gained valuable feedback on challenges in highly urban environment, critical need for better data Social during Sandy
  • 9. • More training for every worker who can use social • Real time data collection and reporting • Volunteer management and capacity building – local and national • True integration with disaster operations, including established processes for gathering/sharing data on needs The path forward