Social media in crisis management
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Strategic use of emerging communication technologies for crisis stakeholders, Presentation in COSMIC Project Workshop @Goteborg, May 2014 (on behalf of Hellenic Rescue Team)
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Social media in crisis management
- 1. COSMIC Workshop Strategic use of emerging communication technologies for crisis stakeholders 21/5/2014, Goeteborg Odysseas Spyroglou for HELLENIC RESCUE TEAM Haiti, 2010
- 2. •Who is involved ? (Stakeholders) •How do we communicate ? •What do we usually do ? (emergency responce scenarios) •A real story Haiti, 2010
- 3. • Can social media help? • How ? • Do we have any real life examples? Our Project
- 4. First Responders Who are the actors? (aka Stakeholders) Algeria, 2003
- 5. The public (victims & community) Indonesia, 2005
- 6. The public (victims & community) Serbia, May 2014
- 7. Levels of communication Among Responders
- 11. 1. One Way communication 2. Two Way Communication 3. Information Sharing 4. Situational Awareness Interrelated Not in isolation Interdependent Communication Goals
- 12. Communication Goals 1. Among responders & law enforcement agencies Two-way communication Alert / One-way communication Information sharing Situational awareness Preparation X X Warning X X X X Response X X X Recovery X X X Two-way communication Alert / One-way communication Information sharing Situational awareness Preparation X X Warning X X X Response X X X X Recovery X X X San Francisco Earthquake of 1906 2. Between Responders and the public
- 13. Communication Goals San Francisco Earthquake of 1906 3. Among the public Two-way communication Alert / One-way communication Information sharing Situational awareness Preparation X X Warning X X X X Response X X X X Recovery X X X
- 14. Emergency Response Scenarios • Standard Operating Procedures (SOPs): What the Organization does in each case • Emergency Response Scenario: How the organisation responds in specific events
- 15. HRT - real life scenario HRT’s Real life experience
- 16. HRT - real life scenario HRT’s Real life experience Haiti Camp, Jan 2010
- 17. HRT - real life scenario HRT’s Real life experience Haiti Camp, Jan 2010
- 18. Main findings Presence of social media important in: • Guide responders towards the event • Supply information, at early stages, to attract funds and sponsors • valuable information to direct rescuers to survivors • Keep public informed for vital operations & SAR missions
- 21. Discussion Topics • How could use social media be used ? • Are general findings realistic? • Can we apply them in real case situations? • Are there any exceptions? • Any other examples presenting the strategic use of social media in crisis situations?
Editor's Notes
- Good afternoon. My name is OS and I represent Hellenic Rescue Team. For shorter HRT. So HRT is the biggest SAR volunteer organization is Greece. We have more 2000 members (volunteers) and we are certified and registered under all national and international organizations that mean something in Emergencies (Civil Protection, INSARAG, ECHO, IMRF, IKAR-CISA even IRO (although I’m not really sure if we have my dogs. International Search And Rescue Advisory Group (INSARAG) European Community Humanitarian Office (ECHO) International Maritime Rescue Federation (IMRF) World Mountain Rescue Federation (IKAR-CISA) International Rescue dog Association (IRO) The fancy title of my presentation is the one that you can see but actually what I’ll try to do is talk about the use of social media in crisis.
- This is more or less the things that I will present. Who is involved. How do these actors/stakeholders communicate in a crisis What do we (meaning HRT) usually do. Do we follow any plan or we just show up at the disaster.
- Obviously new technologies help and have proven that. This is not an arguement. But how new technologies and specifically Social Media can be used to help us in communication ? Can they actually offer any help ? Do we have any examples to support that ? So to examine it we need to know the stakeholder groups AND their communication plans in the different phases of a crisis.
- So who are the stakeholders? The People that are involved in the situation. First of all we have the FIRST RESPONDERS. This is obviously a broad term. These are the people that arrive first at the scene. Police, Fire Service, medical care, government, civil protection, SAR organizations These are the people that rush to go there, offer with very little information at hand.
- On the other hand we have the public. Victims, their families and friends, neighbors, the community. This is a photo from the mission to Indonesia in 2005 after the Sumarta earthquaqe.
- I couldn’t resist but to add these images from the very recent and still ongoing crisis in Serbia and bosnia floods.
- Now lets go to the communication levels. We have identified, 3 levels of communication between stakeholders Communication among responders/law enforcement agents Communication among the organizations and actors who are on the frontline of responding to a crisis. The communication between them is essential for organising and implementing the response actions.
- Another level of Communication is between responders and the public This may take many forms from Alarm sirens, to car RDS alerts and digital signage. In this level the public expects and demands accurate and up-to-date information during all stages of a crisis. Likewise, responders expect the same from the public. They want where possible, an information feed that will help them do their job.
- Last but not least we must not forget information flows among the public. In this level the public can play a key role in sharing good practices and information received from official sources within their own community. (e.g. through online social networks)
- BEFORE we delve into communication levels lets look at the phases of a crisis: The preparation phase of a crisis involves “calamity arrangements with contingency plans // educated and trained emergency personnel // crisis management teams. Planning is helpful for determining what may happen when something goes wrong, and furthermore, what is needed in order to bring the situation back to normal. During Warning phase, responders have to alert the pubic in a not too terrifying way. Everyone MUST remain calm. Information has to be disseminated through ALL available channels and be CONSISTENT. Disaster STRIKES. So we RESPONDE. Our goal here is to keep information channels up and running and create a situational awarness for the public. AGAIN AS REASURRING AS POSSIBLE. Finally and after the Immediate response phase fades out, we enter the RECOVERY phase. Communication is equally important to coordinate all recovery and humanitarian actions and keep the public informed and reassured. -------- For instance, as discussed in D1.2, in 1973 the London Emergency Services Liaison Panel (LESLP) was formed, and consists of representatives from different emergency services, local authorities, voluntary sector organisations and military branches.
- SO now that we have understood the communication levels among the players and the Crisis phases lets identify our communication goals. We identified 4 goals essential for stakeholders to enhance their abilities to manage a crisis situation. These include: One-way communication (notify, alert) Two-way communication (converse , provide feedback) Information sharing (this is actually open flows to and from all levels of communication) Situational awareness (“knowing what is going on around you”. Being able to understand the environment and act accordingly (even proactively I would add).
- To sum up what I talked about we have created 3 tables, each for a communication level that show what is the anticipated communication goal in every crisis situation phase. BUT THIS IS BORRING so I will not stay here.
- Before I move forward I just want to say that we do have our plans. As every organization in this line of operations HRT has a set of SOP. This is a structured manual with guidelines and things to do in each case Based on the above SOP we create Emergency Response Scenaria: This is How to respond in Specific events. So now that we have the theory let’s see what happened in real life.
- Haiti 2010 On January, 2010, an earthquake of magnitude 7 in the Richter scale struck Haiti. HRT was informed about the crisis via the platform of the GDACS (Global Disaster Alert and Coordination System). HRT’s response mechanism for international crises was activated and cross-checks were performed by monitoring the international media (press/TV/news and Social Media). SO HRT Emergency Response Team was ready to go but the sponsor was missing. Funding took us about 9 days to secure. So the mission turned from SAR to Humanitarian. Instead of helping find survivors we would help to bring things to normal again.
- Finally, HRT arrived in Haiti, set a camp at the location selected by the UN and established a network of communications to allow members to communicate with each other but also to allow exchange of information with the Operations Centre of the HRT team in Greece.
- Rescue missionx were terminated after 10 days. Despite that fact on the 11th day, HRT got a tip that there was a possible survivor. Efforts of the HRT led to the rescue of a survivor found in the ruins after 11 days of the earthquake. The information was propagated very rapidly throughout the world via a tweet that was broadcasted at the time.
- Presence of social media important in: The provision of help towards responders via supplementing the situational awareness picture Their ability to supply additional information, in particular at the first stages of a catastrophic incident, which can be decisive in attracting external funds and sponsoring and therefore enabling the participation of voluntary organisations The supply of potentially valuable information able to direct rescuers of survivors Their role as a means of publishing information towards the public concerning rescue efforts and other vital to life information
- SO Just to give you some stats and a subject to discuss have a look at the infogram. Of course it’s from the US but it is still indicative. 76% contact friends to make sure they are safe 1 in 4 downloads apps 1 in 5 has used one 1 in 5 contact emergency responders through social media
- 28 + 21 = 49% Definetely and probably would use 70% want more info from the agencies
- SO I Forgot to put a final Thank you slide but I do thank you for listening.