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VOST Presentation - The Basics
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Virtual Operations Support Teams - The Basics Social media and social networking are rapidly growing forms of communication and social media is becoming an integral part of disaster response. It's shaping how crises are communicated and responses are coordinated and Emergency Managers need to consider the ongoing resource implications of engaging in social media. Emergency Managers need to ensure that staff receive appropriate training in both the use of the social media tools and policies associated with their use. Emergency Managers will also have to make sure staff have enough time to validate social media content, push quality and timely information, monitor, moderate, respond to comments, archive and communicate actionable intelligence to decision makers. What resources does your agency have to commit to the effort? An innovative solution regarding these resourcing challenges is the development of a Virtual Operations Support Team (VOST). Virtual Operations Support (VOS) for emergency management and disaster recovery makes use of new communication technologies and social media tools (free and paid for dependent on VOST). A team of trained agents provide support via the internet to those on-site who may otherwise be overwhelmed by the volume of data generated during a disaster. VOS Teams (VOST) are activated to perform specific functions in support of affected organizations & jurisdictions. Each VOST has a Team Leader that reports directly to the affected organization/ jurisdiction. Additional VOSTs may be established and activated to coordinate the work and maintain an effective span of control. Disclaimer: This presentation is a conceptual description and may vary and be subject to change as per emergency management agency requirements. Presentation by Caroline Milligan ( @Caz_Milligan ) and Scott Reuter ( @sct_r )
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VOST Presentation - The Basics
- The Basics
- SMEM Landscape Social Media for Emergency Management Emergency managers have started to realize the vital role social media can play in communica<ng with ci<zens in an emergency or disaster. Communi<es have higher expecta<ons around official emergency informa<on being available. Public expect official use of social media streams, and they expect emergency managers to monitor and respond to requests for help over these streams as well. However, few emergency response organiza<ons are equipped to do this kind of social media monitoring and communica<on at scale.
- Virtual Opera<ons Support Team Virtual Opera<ons Support (VOS) for emergency management & disaster recovery makes use of new communica<on technologies & social media tools. A team of trusted agents lend support via the internet to those on-‐site who may otherwise be overwhelmed by the volume of data generated during a disaster. VOS Teams (VOST) are ac<vated to perform specific func<ons in support of affected organiza<ons & jurisdic<ons. Each VOST has a Team Leader that reports directly to the affected organiza<on/jurisdic<on. Addi<onal VOSTs may be established and ac<vated to coordinate the work & maintain an effec<ve span of control.
- What is a VOST? Trusted agents organized and directed by Emergency Management agencies. VOST will help expand the EM’s ability to engage with the public before, during emergencies, and as part of the recovery phase. Engaged Community Resources
- How can VOST assist EM Agencies? Tasked • Informa<on finding • Spot Trends • Informa<on dissemina<on Autonomous • Monitoring public voice • Amplifying official message • Monitor • Analyse • Curate • Amplify
- VOST Instance Cycle Disaster occurs/event selected Decision to ac<vate. Ac<vated by EOC or self ac<vated to ensure data is collated ASAP Set tasks, priori<es, schedule, tools/ plaYorms VOST expands/contracts according to Incident command principles Deac<va<on, discussion, documenta<on, AAR Exercises between ac<va<ons to stay current on tools & plaYorms Concept
- VOST Ac<va<on VOST Team Lead and Agency Liaison ac<vate team, (or VOST decides to self-‐deploy if pre-‐arranged) VOST Team Lead ac<vates local and nonlocal team members TL Ac<va<ons may vary and be subject to change based on pre arrangements with EM agencies.
- Importance of having both local AND non-‐local VOST team members VOST local members have strong loca<on & cultural knowledge, yet in <mes of disaster, team members outside area are oZen needed & called upon to assist. Reflects 2012 VOST Teams
- Choose tools and services that work across mul<ple opera<ng systems, and on mobile devices to create resilient, flexible and scalable info sharing systems that allow volunteers and agencies to communicate and share informa<on as easily as possible. Importance of having both local AND non-‐local VOST team members
- Collabora<ve tools & social media plaYorms are ever changing… Here are some of the plaYorms used by VOST. We are always researching and tes<ng new, innova<ve technological solu<ons in order to deliver the very best digital support for EM agencies. Social Networking | Micro blogging | Websites/ Blogs | SMS | Photo/ Video Sharing | Mobile Web & ApplicaIons | CollaboraIve plaLorms
- Using addi<onal trained resources is NOT a new idea! Amateur Radio volunteers con<nue to support communica<on for the emergency opera<ons center (EOC) in the US. In conjunc<on with the Digital Opera<ons Center, the Red Cross also announced the crea<on of a Digital Volunteer Program.
- How do we make it work?
- VOST and the recovery phase of an emergency or natural disaster VOST will become a cri<cal addi<onal resource for EM organiza<ons in working to verify and curate BIG data during disasters. The concept bridges no<ons of professional, volunteer and community to support the emergency management effort in <mes of need.
- Sources / Reference Material • John Owen Butler -‐ VOST at the Na<onal Severe Weather Workshop • iDisaster via Kim Stephens (Trial by Fire) • Scod Reuter (VOST) thinkdisaster.com blog • Jeff Phillips (VOST) • VOSG.us
- End of PresentaIon Presenta<on by Scod Reuter -‐ @sct_r Caroline Milligan -‐ @Caz_Milligan Stay tuned for next in the series : VOST Ac<va<on
Editor's Notes
- Expectations of the public.
- Definition of what a vost is…..
- What is a VOST?Virtual Operations Support (VOS) as applied to emergency management and disaster recovery is an effort to make use of new communication technologies and social media tools so that a team of trusted agents can lend support via the internet to those on-site who may otherwise be overwhelmed by the volume of data generated during a disaster.Source: ( @sct_r ) iDisaster http://idisaster.wordpress.com/2012/02/13/what-is-a-virtual-operations-support-team/
- VOST expands/contracts according to IC principles:- Be prepared to call for assistance from more #SMEM volunteers or other VOSTs as needed. This highlights the importance of establishing trusted relationships with #SMEM community early.Deactivation, discussion, documentation, AARAfter instance is completed, continue backchannel discussion, discuss what worked & what didn’t, document and report, share with the #SMEM and #VOST involved in incident. (collaborative text)VOST exercises between activations to stay current on tools and social media platforms.#SMEMWater#SMEMchat#VOSTchat#30Days30Ways
- VOST local members have strong location & cultural knowledge, yet in times of disaster, team members outside area are often needed & called upon to assist.
- Choose tools and services that work across multiple operating systems, and on mobile devices to create resilient, flexible and scalable info sharing systems that allow volunteers and agencies to communicate and share information as easily as possible.
- Graphic to illustrate the “backchannel” or non-public resources as opposed to the public-facing resources.Note that some resources are used both for backchannel and for public sharing.Our plans are to build our backchannel resources, then build activation-specific public-facing resources. This is because, as was learned on the Shadow Lake fire activation, we want to make it clear from the start what incident the team is supporting. This can be done by choosing an instance-specific name and using that name for all public-facing tools.NOTE: If you are an EM for a specific location: town, city or county, you may prefer to set up location specific public-facing tools in preparation for emergencies, using them for preparedness and outreach; this does not preclude you from setting up additional instance specific public-facing resources in large scale events or disasters.
- An important part of VOST practice is ongoing training and exercising on platforms and tools, and testing of new tools, as they are constantly changing and new ones are coming out every day. Having a running chat with your VOST and participating in the VOST leadership forum and #SMEMchat will help keep teams aware of the latest.
- Emergency responders have long utilized Volunteer Technical Communities, such as ham radio volunteers, to assist with communications in emergencies. Social Media volunteers are just the latest group to step up to assist.Amateur Radio volunteers continue to support communication for the emergency operations center (EOC) in the US.In conjunction with the Digital Operations Center, the Red Cross also announced the creation of a Digital Volunteer Program. The digital volunteers will play a critical role in working to verify and curate an incredible volume of data during disasters, notifying Digital Operations Center staff of online trends and situational information that can inform disaster-response efforts Equally important, they will engage with people affected by disasters, providing them with critical safety information, resources and comforting messages.
- Obtain Mandate/ endorcement from EM Practitioners – Exec. Dependant on objectives, seek funding to project manage, train, raise awareness, purchase infrastructure, travel to regional EM orgs.Guidelines, process, best practice, policy, protocol. Align with strategic goals.Trust is vital to successful use of VOST. Project management of trial, exercise, awareness campaign. Short, Medium, long term objectives for VOST. Align with key milestones in NZ EM. Develop regional internal EM VOST. Team, Tools and Training, impact factors. Engagement with PIO (PIM) comms staff public sector.
- Listening, monitoring, directing Humanitarian assistance where it is needed. What does the community HAVE, what does the community NEED? Connect people, direct. Create a record (log) from the very beginning of the emergency/ disaster. Traceable record for AAR. Collaborative (permission based – to assist handoffs, shift changes).
- Referencing sources.
- Author (s)
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