EmergencyCommunications  Getting Prepared and                  Carol A Spencer  Making it Happen       Digital & Social Me...
Emergency Communicationsin the Social Space  •Why use social media  •Know your audience  •What should be posted  •Challeng...
WHYuse social media
Why be in the social spaceWe’re social…• 1 in 8 US married couples met via social media.• If FB were a country, it would b...
Why be in the social spaceWe’re mobile…• US mobile penetration: 110% (phones, tablets)• There are more than 100M smartphon...
The Expectation GapEverbridge Survey of 400 Public/Private Agencies•     Communications planners recognize the value of   ...
Emergency Communications• Television: local jurisdictions don’t typically have  access; worthless without electricity• Rad...
Social & Mobile are the Norm    Twitter         Facebook       LinkedIn    Microblog       Network        Network    Flick...
Social Media: Critical during emergencies Social media is the first place people go for information  during an emergency...
Social Media: Critical during emergencies It lets people know their government is working, reducing  feelings of isolatio...
Know yourAUDIENCE
Know your audience(s)  •Residents  •Disabled citizens  •Employers  •Employees-your agency  •Schools  •Non-profit agencies ...
Speak to your audience(s)   •Residents: let them know where to get info   •Disabled citizens: find them, identify needs   ...
WHATshould be posted
About Emergency Posting  •Declared Emergencies  •Anything that disrupts movement         Closed / severely impacted roadw...
About Emergency Posting  •Use every channel possible         Social media adds to, not replaces, traditional             ...
CHALLENGESalong the way
General Challenges•   Going where no man has gone before.•   The speed of government.•   Too much noise. Too many products...
Organizational Challenges                                                                         1    • Budget Cycle and ...
Technological Challenges                                                                       1    • Improving IT Infrast...
PLANPlan. Plan.
Plan. Plan. Plan.•   Identify your audiences.•   Design and build targeted social segments    before you need them.•   Tra...
In Summary  •Why use social media    Because citizens live in this space  •Know your audience     Be prepared to communica...
Contact Information            Carol A. Spencer            Digital & Social Media Manager, Morris CountyWebsite :       Mo...
EmergencyCommunications  Getting Prepared and                  Carol A Spencer  Making it Happen       Digital & Social Me...
M r i s Count y’ s Shar ed, M t i - or                           ul         j ur i sdi ct i onalEm gency I nf or m i on Ne...
What is MCUrgent• An application that utilizes the power of social media to  share official emergency information during a...
How Does MCUrgent Work #MCParsip RT 46 WB between New Rd and Rt 202/Parsippany      Twitter Rd flooded. All lanes closed. ...
What is MCUrgent• An application that utilizes the power of social media to  share official emergency information during a...
Twitter is the Basis for MCUrgent• No login required to get messages• Short, easily scanned messages link back to web page...
Stats: Hurricane Irene 2011Website(s)                   Irene        Typical•Homepage views             75,155 26,000Blogg...
Stats: Hurricane Sandy 2012
Public Opinion
EmergencyCommunications  Getting Prepared and                  Carol A Spencer  Making it Happen       Digital & Social Me...
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Emergency Communications

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Presentation at NJ GMIS Conference, April 11, 2013. (Template is copyrighted. If you want a PDF copy, contact us via MorrisCountyNJ.gov feedback form.)

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Emergency Communications

  1. 1. EmergencyCommunications Getting Prepared and Carol A Spencer Making it Happen Digital & Social Media Manager April 11, 2013
  2. 2. Emergency Communicationsin the Social Space •Why use social media •Know your audience •What should be posted •Challenges along the way •Plan. Plan. Plan.
  3. 3. WHYuse social media
  4. 4. Why be in the social spaceWe’re social…• 1 in 8 US married couples met via social media.• If FB were a country, it would be the 3rd largest.• Fastest growing segment on FB is women, 55 - 65• Gen Y (17 to 34) & Gen X (35 to 45) have abandoned email.• 96% of Gen Y belong to a social network.• Gen X and Gen Y are our families, workers, commuters, taxpayers, voters…
  5. 5. Why be in the social spaceWe’re mobile…• US mobile penetration: 110% (phones, tablets)• There are more than 100M smartphone users in the US, up 13% since October, 2011.• Nearly 40M US mobile users access social sites every day• 74.6% of adults text message on their phones• 87% of teens text message on their phones• People just expect to get information online
  6. 6. The Expectation GapEverbridge Survey of 400 Public/Private Agencies• Communications planners recognize the value of social media• 58%, however, do not have it included in their communications plans• Primary reason: lack of authorization to do so• Secondary reason: lack of staff to implement• Critical situational information missing by not using social media• 84.5% question the reliability of landlines for emergency communication• 76.1% agree mobile is a critical elementEverbridge.com ~ January 2013
  7. 7. Emergency Communications• Television: local jurisdictions don’t typically have access; worthless without electricity• Radio: Lack of local broadcast channels• Reverse 9-1-1: Many have given up their landlines and replaced with unlisted cell phones• Websites: Outsourced? Local server? Need web professional• CRM Systems: Expensive, require registration• Social Media: Doesn’t require electricity, registration, anyone can post from anywhere
  8. 8. Social & Mobile are the Norm Twitter Facebook LinkedIn Microblog Network Network Flickr YouTube Pinterest Still Photos Video Online Pinboard Google Vimeo Foursquare Email, Apps Video Location app Scribd RSS Feed WordPress Documents Subscription Blog SlideShare Skype Blogger Presentations Phone, chat Blog
  9. 9. Social Media: Critical during emergencies Social media is the first place people go for information during an emergency Messages are retrievable on any device Messages are retrievable when power is out Runs on non-local, redundant servers: • Twitter, Facebook, Google (Blogger, YouTube) • It stays up when your own website may be down People can message your jurisdiction via Facebook comments or Twitter mentions You can post to social media from a phone. (You cannot typically update a website from your phone.)
  10. 10. Social Media: Critical during emergencies It lets people know their government is working, reducing feelings of isolation, which lead to fear and anxiety Reduces phone calls looking for information Increases public participation Information is sharable and spreads faster than possible with any other communication channel People around the world can access the information. Parents / children out of state stay informed.
  11. 11. Know yourAUDIENCE
  12. 12. Know your audience(s) •Residents •Disabled citizens •Employers •Employees-your agency •Schools •Non-profit agencies •Volunteers •Emergency response personnel •Fellow government communicators
  13. 13. Speak to your audience(s) •Residents: let them know where to get info •Disabled citizens: find them, identify needs •Employers: share official sources of info •Agency employees: share workplace status •Schools: know their channels •Non-profit agencies: know availableresources •Volunteers: know where/how they can help •Emergency response personnel: get input •Fellow government communicators: share
  14. 14. WHATshould be posted
  15. 15. About Emergency Posting •Declared Emergencies •Anything that disrupts movement Closed / severely impacted roadways Mass transit impacts •Anything that impacts safety Severe weather Power outages Rising rivers / flood potential Impactful planned events •Use visuals (photo / video) where possible People scan, don’t read, online Video that adds value
  16. 16. About Emergency Posting •Use every channel possible Social media adds to, not replaces, traditional methods Generational  Seniors (68+): landlines, minimal cell, email  Boomers (49 - 67): cell, email, social media  Gen X (33 – 48): cell, social media  Gen Y (18 – 32): cell, social media •Monitor your media Don’t feel you have to respond to every comment Answer questions. If you don’t know, let them know you’re researching. •Remember: It’s a conversation, not a poster.
  17. 17. CHALLENGESalong the way
  18. 18. General Challenges• Going where no man has gone before.• The speed of government.• Too much noise. Too many products.• Bleeding edge: Is anyone using it?• Legal hurdles – Terms of Service Agreements – Credit Cards / Purchasing – Policies: • What others can say on your sites • What you can say and how to say it on your own sites • What your representatives can / should say on other sites – Copyright Infringement• Employees – Regulating workplace use – Job descriptions – extra pay? – Training: tools, terms, tone – Regulating outside use / first amendment
  19. 19. Organizational Challenges 1 • Budget Cycle and Lack of Resources • Changing Organizational Culture • Ensuring the Quality of Data • Increasing Public Interest and Engagement • Balancing Autonomy and Control • Accountability and Responsibility1 An Open Government Implementation Model: Moving to Increased Public Engagement Gwanhoo Lee, Associate Professor, Kogod School of Business, The American University Young Hoon Kwak, Associate Professor, School of Business, The George Washington University IBM Center for The Business of Government (BusinessofGovernment.org); 2011
  20. 20. Technological Challenges 1 • Improving IT Infrastructure • Enhancing Privacy and Information Security • Integrating Tools and Applications • Updating Policies and Rules1 An Open Government Implementation Model: Moving to Increased Public Engagement Gwanhoo Lee, Associate Professor, Kogod School of Business, The American University Young Hoon Kwak, Associate Professor, School of Business, The George Washington University IBM Center for The Business of Government (BusinessofGovernment.org); 2011
  21. 21. PLANPlan. Plan.
  22. 22. Plan. Plan. Plan.• Identify your audiences.• Design and build targeted social segments before you need them.• Train personnel in advance, including sufficient backup personnel.• Have a written communications plan.• Understand the emergency reporting structure: ICS• Have policies adopted and posted.• Use non-emergency social media to practice and get your voice.
  23. 23. In Summary •Why use social media Because citizens live in this space •Know your audience Be prepared to communicate with all •What should be posted Anything that will significantly and/or negatively impact people’s lives. •Challenges along the way General, Organizational, Technical Tackle what you can •Plan. Plan. Plan. Design, staff, training, voice, policies Practice
  24. 24. Contact Information Carol A. Spencer Digital & Social Media Manager, Morris CountyWebsite : MorrisCountyNJ.govEmail : CSpencer@co.morris.nj.us or CarolSpencerNJ@gmail.comFacebook : Facebook.com/MorrisCountyNJFacebook : Facebook.com/MCUrgentTwitter : Twitter.com/MorrisCountyNJTwitter : Twitter.com/MCUrgent (or MCUrgent.com)
  25. 25. EmergencyCommunications Getting Prepared and Carol A Spencer Making it Happen Digital & Social Media Manager April 11, 2013
  26. 26. M r i s Count y’ s Shar ed, M t i - or ul j ur i sdi ct i onalEm gency I nf or m i on Net wor k er at
  27. 27. What is MCUrgent• An application that utilizes the power of social media to share official emergency information during a multi- jurisdictional emergency.• Led by Morris County’s Office of Emergency Management, MCUrgent will ultimately include all 39 towns posting to a single Twitter feed and Facebook page.• Used only in multi-jurisdictional emergencies. Individual town emergency notices go to that town’s website, Twitter feed or Facebook, G+ or LinkedIn page.
  28. 28. How Does MCUrgent Work #MCParsip RT 46 WB between New Rd and Rt 202/Parsippany Twitter Rd flooded. All lanes closed. 6:37 AM Mar 15 via Twitter th (MCUrgent)Parsippany Facebook (MCUrgent)Morris Twp Twitter Towns create a post (MorrisCountyNJ)Denville using Hootsuite Facebook (MorrisCountyNJ)Riverdale TwitterDover (Town feed) Facebook (Town page)
  29. 29. What is MCUrgent• An application that utilizes the power of social media to share official emergency information during a multi- jurisdictional emergency.• Led by Morris County’s Office of Emergency Management, MCUrgent will ultimately include all 39 towns posting to a single Twitter feed and Facebook page.• Used only in multi-jurisdictional emergencies. Individual town emergency notices go to that town’s website, Twitter feed or Facebook, G+ or LinkedIn page.
  30. 30. Twitter is the Basis for MCUrgent• No login required to get messages• Short, easily scanned messages link back to web pages• Twitter widgets freely available; easy to put on web pages• Twitter RSS feed can be pulled into many apps• Twitter Fast Follow capability sends posts as txt messages• Can post from desktop, laptop, tablet, iPhone, iPad, Android phones, Blackberry phones.• Often, text can get out when phone calls cannot.• Use Hootsuite.com or similar dashboard to post to multiple networks at once
  31. 31. Stats: Hurricane Irene 2011Website(s) Irene Typical•Homepage views 75,155 26,000Blogger•Irene & MorrisCountyNJ 36,991 2,400Facebook•MorrisCountyNJ 49,610 5,500•MCUrgent 99,005 400Twitter•MorrisCountyNJ 169,292 18,000•MCUrgent 20,448 0TOTAL VIEWS 450,337 52,300
  32. 32. Stats: Hurricane Sandy 2012
  33. 33. Public Opinion
  34. 34. EmergencyCommunications Getting Prepared and Carol A Spencer Making it Happen Digital & Social Media Manager April 11, 2013

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