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Saskatchewan Forum                 Using Social Media for          Business Continuity Management and                Emerg...
AgendaBusiness Networks and YOUPersonal and Business social networksStrategic Alignment for organizationsCrisis examples w...
Social Media Services                          A social networking service is designed to buildSocial Media DEFINITION    ...
Social Communication on the Web                           Online Communities                             Blogosphere Blogs...
Personal and Business Social NetworksPersonal Social Software            Business Social Software   Fun                  ...
Strategic Alignment for Businesses                         1. Enterprise ConsiderationsImplementation ROADMAP             ...
Crisis examples with social networksSocial Networks and CRISIS MANAGEMENT                                        In 2010  ...
Social Networks in crisis managementSocial Networks and CRISIS MANAGEMENT                                        Before th...
Example of Google AlertsSocial Networks and CRISIS MANAGEMENT                                                             ...
Social Networks in crisis management                                           Before the crisis – prepare a specific and ...
Social Networks in crisis management …Social Networks and CRISIS MANAGEMENT                                        During ...
Social Networks in crisis management …Social Networks and CRISIS MANAGEMENT                                        During ...
Crisis Management in Haïti & social networksSocial Networks and CRISIS MANAGEMENT                                        S...
Crisis Management in Haïti – USAID ExpertsSocial Networks and CRISIS MANAGEMENT                                           ...
Find individuals (relatives/friends) with GoogleSocial Networks and CRISIS MANAGEMENT                                     ...
Crisis Management in Haiti – Volunteers in MontrealSocial Networks and CRISIS MANAGEMENT                                  ...
Social Network ArchitectureSocial Networks and CRISIS MANAGEMENT                                        Exchanges based on...
Business Continuity and Social NetworksSocial Networks and CRISIS MANAGEMENT                                        In cas...
Social Media and EM - it is now      http://6.mshcdn.com/wp-content/uploads/2011/02/social-media-emergency-lg.jpgMarch 201...
Emergency Management and Social NetworksSocial Networks and EMERGENCY MANAGEMENT                                          ...
ConclusionEnterprise Social Networks are here to stay andtheir impact continues to grow rapidlyVery different from persona...
Georges Cowan is a Senior BCP-GRC                             Consultant and a senior strategic consultant                ...
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Using Social Media for Continuity & Emergency Management

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Use Enterprise Secured Social Media for Continuity and Emergency Management presented at BCI Saskatchewan Forum on 2011-03-14 webinar (second part following introduction on same subject) by Georges Cowan

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Using Social Media for Continuity & Emergency Management

  1. 1. Saskatchewan Forum Using Social Media for Business Continuity Management and Emergency Management Georges Cowan, MBCI, CBCP, CRISC, CMC Senior BCP-GRC Consultant March, 14 2011[BC-IT] Partners
  2. 2. AgendaBusiness Networks and YOUPersonal and Business social networksStrategic Alignment for organizationsCrisis examples with Social NetworksSocial Networks and Crisis ManagementCrisis Management in HaïtiSocial Network ArchitectureEM and Social MediaConclusionMarch 2011 Using Social Media for BCM / EM 2
  3. 3. Social Media Services A social networking service is designed to buildSocial Media DEFINITION online communities of people who share interests and / or activities, or are interested in exploring the interests and activities of other . [Source Wikipedia le 2009/10/07] Forums Blogs March 2011 Using Social Media for BCM / EM 3
  4. 4. Social Communication on the Web Online Communities Blogosphere Blogs,TYPES of Social Networks Groups, Forums, RSS interrelated Communities Your participation YOU Social Networks Speciality Social Sites facebook, myspace . . . YouTube, Twitter, LinkedIn … March 2011 Using Social Media for BCM / EM 4
  5. 5. Personal and Business Social NetworksPersonal Social Software Business Social Software Fun  Work Free  Paying You ( & friends +++)  Organization ( & partners) Under your control  Under organization control & complianceMarch 2011 Using Social Media for BCM / EM 5
  6. 6. Strategic Alignment for Businesses 1. Enterprise ConsiderationsImplementation ROADMAP  Questions from management and shareholders ?  What are the business drivers ?  What is the most appropriate model for business networks ?  Are social network initiatives aligned with enterprise objectives ?  What are success criteria for social networks ? 2. Staff Considerations  Impact a large number of persons inside and outside the organization.  What are the targets to reach ?  Who are the Champion and stakeholders ?  Who are the support resources ? 3. Environmental Considerations  “Businesses and competition in our domain are jumping into Social Networks: what do we do ?” March 2011 Business Social Network in crisis management 6
  7. 7. Crisis examples with social networksSocial Networks and CRISIS MANAGEMENT In 2010  An iPad beta tester launched a hoax. iPad - Apple did not like it  The advertising agency for Wal-Mart testifies for its client but gets caught with the hand in the pot through his # IP address (PC)  A Montreal bus driver decides to go for a coffee but customers took their cell phones with video and publish on the Web In 2009  Pepsi encouraged young males to «score» on iPhone?  Singer Dave Caroll’s guitar broken on United Airlines trip  Belkin paid only for positive comments from clients? En 2008  Upset mothers carrying their babies - Motrin March 2011 Business Social Network in crisis management 7
  8. 8. Social Networks in crisis managementSocial Networks and CRISIS MANAGEMENT Before the crisis – prepare a specific and concise plan  Build and maintain an Enterprise social network (ESN) Crisis Cell reporting to the Crisis Management Team (CMT)  Social Media Watch (complaints) - Google Alerts and other public tools (Twitter is very fast but prepare very short scripts) March 2011 Business Social Network in crisis management 8
  9. 9. Example of Google AlertsSocial Networks and CRISIS MANAGEMENT Request Result March 2011 Business Social Network in crisis management 9
  10. 10. Social Networks in crisis management Before the crisis – prepare a specific and precise planSocial Networks and CRISIS MANAGEMENT  ESN Cell connected to the crisis management team Crisis Management Team (CMT) Business Continuity Authority BC / EM Coordinator CMT Registrar and Legal Council Communication ITC & Emergency Operations Administrative Functional / Coordinator Coordinator Coordinator Coordinator Operations Coordinator Enterprise Social Network Cell  Have accounts to public social network (Twitter, YouTube, enterprise blog), active RSS news channel and a multi-channel grouping for access to management, crisis management and others (employees) March 2011 Business Social Network in crisis management 10
  11. 11. Social Networks in crisis management …Social Networks and CRISIS MANAGEMENT During the crisis  Identify the source of the crisis  For example: client complaint  Employee dissatisfaction  Awareness of a defective product - Listeriosis  Ice storm or flood  Severity of the crisis – do not overreact  Formulate a message with care and transparency  Remain available (even on weekends) March 2011 Business Social Network in crisis management 11
  12. 12. Social Networks in crisis management …Social Networks and CRISIS MANAGEMENT During the crisis . . .  Distribute your message (including social networks)  Small crisis must be resolved before swelling  The response of the organization must be communicated even in an isolated case When the crisis is increasing in intensity, involve your team An internal crisis that does not make to the public? Prevent problems by distributing a response  The sun always comes back in the wake of bad weather March 2011 Business Social Network in crisis management 12
  13. 13. Crisis Management in Haïti & social networksSocial Networks and CRISIS MANAGEMENT Social networks disseminate information quickly at first and then communications disappear since affected Implication of Experts (USAID within minutes, FEMA) Examples of SN support to Haitians  Location and reunification of families and relatives  Video description on site (YouTube and others)  Fundraising through social networks  Volunteers offering support @distance  Doctors from “Université de Sherbrooke” on site supported by their fellow specialists over the Province of Québec March 2011 Business Social Network in crisis management 13
  14. 14. Crisis Management in Haïti – USAID ExpertsSocial Networks and CRISIS MANAGEMENT http://haitiresponse.igloocommunities.com/home March 2011 Business Social Network in crisis management 14
  15. 15. Find individuals (relatives/friends) with GoogleSocial Networks and CRISIS MANAGEMENT March 2011 Business Social Network in crisis management 15
  16. 16. Crisis Management in Haiti – Volunteers in MontrealSocial Networks and CRISIS MANAGEMENT http://crisiscampmontreal.wordpress.com/ March 2011 Business Social Network in crisis management 16
  17. 17. Social Network ArchitectureSocial Networks and CRISIS MANAGEMENT Exchanges based on multichannel for the Crisis Management Team, Management, operational teams and personnel in general Securing exchanges to insure authentication, integrity and confidentiality (at a similar level as enterprise daily operations are conducted) Archiving and auditing exchanges and capacity to repatriate information when enterprise returns to normal operations after a crisis Capacity to scale based on requirements as they occur during the crisis Interoperability with personal social networks and RSS March 2011 Business Social Network in crisis management 17
  18. 18. Business Continuity and Social NetworksSocial Networks and CRISIS MANAGEMENT In case of human resources loss (H1N1), social networks may facilitate exchanges with employees and support services May be seen as secured email as a replacement of external email (with the possibility to recall exchanged information after the end off the crisis) Access to highly specialised resources (like SME) «@distance & @demand»: far less costly with an immediate response when needed and with horizontal expertise and innovative solutions A communication tool for stakeholders March 2011 Business Social Network in crisis management 18
  19. 19. Social Media and EM - it is now http://6.mshcdn.com/wp-content/uploads/2011/02/social-media-emergency-lg.jpgMarch 2011 Using Social Media for BCM / EM 19
  20. 20. Emergency Management and Social NetworksSocial Networks and EMERGENCY MANAGEMENT World Emergencies Map - http://hisz.rsoe.hu/alertmap/index2.php See what hash tags are trending at the current time on Twitter - Trend Maps in EM: http://trendsmap.com/ Monitter - search bar which allows you to search tweets by key words like Egypt returning endless twits for 30 minutes on 2011/02/11 http://www.monitter.com/ TweetGrid - beauty of Tweetgrid is that you can set up to 9 windows on one screen - http://www.tweetgrid.com Blog Social Media 4 Emergency Management Communication tools for Emergency Managers March 2011 Business Social Network in crisis management 20
  21. 21. ConclusionEnterprise Social Networks are here to stay andtheir impact continues to grow rapidlyVery different from personal social networks likeFacebook - two different sports like Soccer andRugby (ball is the network: rules are quite different)Implementing Enterprise Social Networks requires adisciplined approach and enterprise managementimplicationImplementing Enterprise Social Networks is notrecommended during a crisis: it requires a planand very important, it is of an holistic natureMarch 2011 Business Social Network in crisis management 21
  22. 22. Georges Cowan is a Senior BCP-GRC Consultant and a senior strategic consultant in social media for Business Continu-IT Partners. [BC-IT] PartnersGeorges Cowan, Coordinates: MBCI, CBCP , CRISC, CMC GCowan@bc-it.ca (514) 714-9119 March 2011 Using Social Media for BCM / EM 22

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