It’s not just about social media … tools not a strategy …Focus instead on what they allow: instantaneoussharing of info, perceptions, opinions … about theincident … about your response.Progress: went from why to how …
It’s not your emergency! … it’s the public’s …People no longer just want to be victims orwitnesses … they participate … are you ready?
The era of official agencies simply “pushing” outinfo is over! To be relevant, organizations alsoneed to “pull” data in.
Whats driving this change?Mobile devices and technologies+ Social media platforms and sharing= Empowered citizens and volunteers+ Volunteer and data mobilizationThe age of social convergence
First vector of changeMobiledevices:phones,PDAs,tablets
First vector of change: mobile technologyGIS/GPS-enabled tech + sharing functionsThe age of social convergence
Second vector of change: social mediaPeople sharing what they see and feel Craig Fugate, FEMA Administrator: Monitoring SM to adjust your response to better meet local needs.
First result: empowered citizenry/volunteersUsing technology to participate• Crisis mapping, crowdsourcing, Next Debate: how do you integrate this in your EOC and plans?The age of social convergence
• Second result: Tech and social media helping to mobilize people and data, coordinating donations and recovery• Student Volunteer Army• Rebuild Joplin/Tuscaloosa• Community resilience tool
MOBILE TECH AND DEVICES SOCIAL NETWORKS = CITIZEN PARTICIPATION DATA/PEOPLE MOBILIZATIONThe social convergence equation
What this means for organizations Now need to do 4 things at once 1- Respond (ops planning) 2- Warn/Alert (using mobile devices) 3- Monitor + Aggregate + Curate + Analyze social media info 4- Communicate and engage in real- time on social mediaImpact on crisis management
Case studies A look at six very different disastersCurrent trends in the use of SM in EM
“Haitians trapped under rubble used text messaging to send pleasfor help. Concerned citizens worldwide engaged in a variety of ways,from sending in donations via SMS, to using shared networks totranslate and map requests for assistance.”Ted Turner, Chair, UN Foundation, Report on Haiti for the OCHA Haiti: tech volunteers to the fore!
SM as key EI tool + Twitter and pics combined on maps First responders dispatched based on that dataBoulder/Fourmile Canyon Fire: tacticalapplications of SM and crisis mapping
•Crisis mapping and data integration •35 maps created by volunteers, media and agencies. •info and maps linked from official agencies • SM/volunteer-created sites often the only available info “ … Queensland’s emergency services and the population at large took full advantage of the versatility and robustness of social media to prepare for and combat disaster …”The Aussie Experience: floods and a cyclone
Lessons learned from the September 2010 earthquake•integrated platforms: blog, twitter feeds, local news, maps, Facebook page.•outgoing and incoming communication, facilitating a dialogue rather than justunidirectional information flow SM as COOP/ BCP tools The Christchurch earthquake, Feb. 2011
Twitter = only communication tool immediately after the Kobe Cityearthquake; however, Twitter helped spread rumors and University Studymisinformation, causing people to panic in areas wherethere was no reason to panic, one solution: have thegovernment itself use Twitter to offer reliable information. Japan: the triple disaster
Legacy media realize the impact of SMDonations coordinationthrough SM Tornadoes in the US: the SM story
Extensive use of SM by emergencymanagement agencies, governments andNGOs.Hurricane Irene and SM: a turning point?
It’s not just about social mediaPeople want to participate, not just be victimsMove at the speed of your audience (socialmedia) or run risk of being irrelevant ...Use the tools they use (SM + mobile) and have achance to be heard …No longer in era of message control but messagecompetitionRemember …
Hurricane Irene Social Media After Action Report http://www.scribd.com/doc/67689925/Hurricane-Irene-Social-Media-aftePatrices blog:http://crisiscommscp.blogspot.com/PTSC-Online.ca