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Operational Use of Social Media in Emergencies 
26.11.2014 Social Media for Good – www.sm4good.com 1 
Photo: Jason A. Howi...
What can social media achieve? 
26.11.2014 Social Media for Good – www.sm4good.com 2
26.11.2014 Social Media for Good – www.sm4good.com 3 
6.8 billion 
mobile phonesubscriptions! 
Source: ITU; Photo: Lirneas...
26.11.2014 Social Media for Good – www.sm4good.com 4 
2/3 ofall smartphonesarein thedevelopingworld! 
Source: GSMA; Photo:...
26.11.2014 Social Media for Good – www.sm4good.com 5 
By2020 
4 out of5smartphone connections willcome from the developing...
26.11.2014 Social Media for Good – www.sm4good.com 6
Implications for disaster response programs 
Information flows much more quickly 
More people have access to information...
26.11.2014 Social Media for Good – www.sm4good.com 8 
Photo: JD Hancock on Flickr 
This is notabout Facebook or Twitter!
26.11.2014 Social Media for Good – www.sm4good.com 9 
Photo: JD Hancock on Flickr 
It’s about a radical change of how we e...
26.11.2014 Social Media for Good – www.sm4good.com 10 
Photo: JD Hancock on Flickr 
Facebook and Twitter are just tools.
What can you do with collaborative online tools such as social media 
To collect information 
To share information 
To ...
The information paradox 
In a disaster you have at the same time too muchand too little information. 
26.11.2014 Social Me...
The information paradox 
You have a lot of data but not enough actionableinformation. 
26.11.2014 Social Media for Good – ...
What everyone wants: Enhanced situational awareness through social media and online collaboration 
26.11.2014 Social Media...
The information deluge 
26.11.2014 Social Media for Good – www.sm4good.com 15
The information deluge 
After the earthquake/tsunami in Japan, more than 100,000 tweets were posted every five minutes 
...
Twitter, the NY Fire Department and Hurricane Sandy 
26.11.2014 Social Media for Good – www.sm4good.com 17 
Emiliy Rahimi,...
Emily Rahimi, NYFD 
Answered hundreds of questions via Twitter during Hurricane Sandy 
Gave advice and shared warnings 
...
26.11.2014 Social Media for Good – www.sm4good.com 19 
Photo: R. de Oliveira on Flickr
26.11.2014 Social Media for Good – www.sm4good.com 20 
Photo: M Vorsprachon Flickr 
Think about using the crowd
26.11.2014 Social Media for Good – www.sm4good.com 21 
Photo: M Vorsprachon Flickr 
Anything that is digital or that can b...
26.11.2014 Social Media for Good – www.sm4good.com 22
26.11.2014 Social Media for Good – www.sm4good.com 23
26.11.2014 Social Media for Good – www.sm4good.com 24 
Typhoon Haiyan (first 48 hrs): 
1.OCHA requests help 
2.Algorithm c...
25 
Mapbasedon socialmediaupdates
Howitworks: 
26.11.2014 Social Media for Good – www.sm4good.com 26 
NGO/Agency 
VolunteerCoordinators 
withtechnicalexpert...
Resource: digitalhumanitarians.com 
Crowdtaskingtakes some preparation. 
You need to know what you want before requesti...
26.11.2014 Social Media for Good – www.sm4good.com 28
Lessons learned: Philippines 
Information gathered via social media particularly useful in secondary urban areas 
In fir...
Who is doing what in first 72 hours? 
26.11.2014 Social Media for Good – www.sm4good.com 30 
International responders: 
•...
Primary use of social media in first days 
26.11.2014 Social Media for Good – www.sm4good.com 31 
International organizat...
Other relevant groups 
26.11.2014 Social Media for Good – www.sm4good.com 32 
Diaspora: 
•Safe and well (“Are you ok?”) 
...
Listening is key! 
Source: slimmer_jimmeron Flickr
26.11.2014 Social Media for Good – www.sm4good.com 34 
Any information vacuumwillbe filled 
Photo: H Parham on Flickr
Available information affects 
The affected population 
Your programs 
Your security 
26.11.2014 Social Media for Good ...
INGOs can support positiveinformation sharing by: 
Preparing message libraries for recurring emergencies in local languag...
Monitoring and Mythbusting 
26.11.2014 Social Media for Good – www.sm4good.com 37
Social media is notthe best channel in all situations –but it should always be one channel 
26.11.2014 Social Media for Go...
26.11.2014 Social Media for Good – www.sm4good.com 39 
Image: African Diaspora Institute 
Don’t forget about the diaspora
Key points 
Listeningis key 
Currently social media is more useful at the local and national levelthan at the internatio...
26.11.2014 Social Media for Good – www.sm4good.com 41 
Photo: Photophildeon Flickr
26.11.2014 Social Media for Good – www.sm4good.com 42 
Photo: JosepMa. Rosellon Flickr
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Operational Use of Social Media in Emergencies

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How can social media improve disaster response operations

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Operational Use of Social Media in Emergencies

  1. 1. Operational Use of Social Media in Emergencies 26.11.2014 Social Media for Good – www.sm4good.com 1 Photo: Jason A. Howie on Flickr
  2. 2. What can social media achieve? 26.11.2014 Social Media for Good – www.sm4good.com 2
  3. 3. 26.11.2014 Social Media for Good – www.sm4good.com 3 6.8 billion mobile phonesubscriptions! Source: ITU; Photo: Lirneasia on Flickr
  4. 4. 26.11.2014 Social Media for Good – www.sm4good.com 4 2/3 ofall smartphonesarein thedevelopingworld! Source: GSMA; Photo: Alvyon Flickr
  5. 5. 26.11.2014 Social Media for Good – www.sm4good.com 5 By2020 4 out of5smartphone connections willcome from the developing world. Source: GSMA; Photo: Manny Valdes on Flickr
  6. 6. 26.11.2014 Social Media for Good – www.sm4good.com 6
  7. 7. Implications for disaster response programs Information flows much more quickly More people have access to information (directly or indirectly) The affected population does not wait for you! You need to speak with one voice because the all communication is global 26.11.2014 Social Media for Good – www.sm4good.com 7
  8. 8. 26.11.2014 Social Media for Good – www.sm4good.com 8 Photo: JD Hancock on Flickr This is notabout Facebook or Twitter!
  9. 9. 26.11.2014 Social Media for Good – www.sm4good.com 9 Photo: JD Hancock on Flickr It’s about a radical change of how we exchange Information.
  10. 10. 26.11.2014 Social Media for Good – www.sm4good.com 10 Photo: JD Hancock on Flickr Facebook and Twitter are just tools.
  11. 11. What can you do with collaborative online tools such as social media To collect information To share information To split big tasks into manageable parts 26.11.2014 Social Media for Good – www.sm4good.com 11
  12. 12. The information paradox In a disaster you have at the same time too muchand too little information. 26.11.2014 Social Media for Good – www.sm4good.com 12
  13. 13. The information paradox You have a lot of data but not enough actionableinformation. 26.11.2014 Social Media for Good – www.sm4good.com 13
  14. 14. What everyone wants: Enhanced situational awareness through social media and online collaboration 26.11.2014 Social Media for Good – www.sm4good.com 14
  15. 15. The information deluge 26.11.2014 Social Media for Good – www.sm4good.com 15
  16. 16. The information deluge After the earthquake/tsunami in Japan, more than 100,000 tweets were posted every five minutes After the 2011 New Zealand earthquake, 7,500 tweets were posted per hour using the hashtag #nzeq → We need tools that help us identifyrelevant information and remove duplicates 26.11.2014 Social Media for Good – www.sm4good.com 16
  17. 17. Twitter, the NY Fire Department and Hurricane Sandy 26.11.2014 Social Media for Good – www.sm4good.com 17 Emiliy Rahimi, NYFD social media manager
  18. 18. Emily Rahimi, NYFD Answered hundreds of questions via Twitter during Hurricane Sandy Gave advice and shared warnings Connected people to emergency services where phone lines had failed Sat at (and slept under) her desk for 30 hours 26.11.2014 Social Media for Good – www.sm4good.com 18
  19. 19. 26.11.2014 Social Media for Good – www.sm4good.com 19 Photo: R. de Oliveira on Flickr
  20. 20. 26.11.2014 Social Media for Good – www.sm4good.com 20 Photo: M Vorsprachon Flickr Think about using the crowd
  21. 21. 26.11.2014 Social Media for Good – www.sm4good.com 21 Photo: M Vorsprachon Flickr Anything that is digital or that can be digitized can be shared. >Radicalchangethroughnetworkedtechnology
  22. 22. 26.11.2014 Social Media for Good – www.sm4good.com 22
  23. 23. 26.11.2014 Social Media for Good – www.sm4good.com 23
  24. 24. 26.11.2014 Social Media for Good – www.sm4good.com 24 Typhoon Haiyan (first 48 hrs): 1.OCHA requests help 2.Algorithm collected 230,000 tweets 3.Software filtered these tweets 4.30,000 tweets were shown to volunteers 5.3,700 tweets were marked as “relevant” for the OCHA request 6.600 tweets were put on a map
  25. 25. 25 Mapbasedon socialmediaupdates
  26. 26. Howitworks: 26.11.2014 Social Media for Good – www.sm4good.com 26 NGO/Agency VolunteerCoordinators withtechnicalexpertise(Digital HumanitarianNetwork, HOT OSM, Standby Taskforceetc.) Digital volunteers Mobilization 1stlevel support Raw and processed data 2ndlevel support (programmatic) Processed data Definition Coordination Coordination
  27. 27. Resource: digitalhumanitarians.com Crowdtaskingtakes some preparation. You need to know what you want before requesting help. 26.11.2014 Social Media for Good – www.sm4good.com 27
  28. 28. 26.11.2014 Social Media for Good – www.sm4good.com 28
  29. 29. Lessons learned: Philippines Information gathered via social media particularly useful in secondary urban areas In first 48 hrs no satellite images because of cloud cover; -> social media can be eyes and ears But: “OCHA employees who responded to [the typhoon] are not sure the social media data augmented what they already knew. Overall, in this case, they felt ‘the time investment was too high’.”(Vieweget al 2014) On the other hand: National emergency hotline started to monitor social media 26.11.2014 Social Media for Good – www.sm4good.com 29
  30. 30. Who is doing what in first 72 hours? 26.11.2014 Social Media for Good – www.sm4good.com 30 International responders: •Understand what is going on (big picture) •Find resources •Get there National/local responders: •Understand what is going on (big and detailed picture) •Activate existing resources •Respond Affected population: •Respond immediately •Look for information •Try to address immediate needs (food, water, medical, safety, shelter)
  31. 31. Primary use of social media in first days 26.11.2014 Social Media for Good – www.sm4good.com 31 International organizations: •Fundraising and donor relations (being seen as doing something) •Situational awareness (minor use) National/local responders: •Potentially significant improvement of situational awareness •Two-way communications channel •Fundraising Affected population: •Safe and well messages (“I am ok. Are you ok?”) •Situational awareness •Coordination
  32. 32. Other relevant groups 26.11.2014 Social Media for Good – www.sm4good.com 32 Diaspora: •Safe and well (“Are you ok?”) •Information gathering and sharing •Communicate directly with the affected population •Want to help (potential volunteers) Non-affected population: •Multiplication •Volunteering
  33. 33. Listening is key! Source: slimmer_jimmeron Flickr
  34. 34. 26.11.2014 Social Media for Good – www.sm4good.com 34 Any information vacuumwillbe filled Photo: H Parham on Flickr
  35. 35. Available information affects The affected population Your programs Your security 26.11.2014 Social Media for Good – www.sm4good.com 35 Photo: Worcester PolytechnicInstitute
  36. 36. INGOs can support positiveinformation sharing by: Preparing message libraries for recurring emergencies in local languages –including images/infographics Monitoring social media for rumors and responding to them (“Listening is key!”) Engaging their supporters in sharing these messages 26.11.2014 Social Media for Good – www.sm4good.com 36
  37. 37. Monitoring and Mythbusting 26.11.2014 Social Media for Good – www.sm4good.com 37
  38. 38. Social media is notthe best channel in all situations –but it should always be one channel 26.11.2014 Social Media for Good – www.sm4good.com 38
  39. 39. 26.11.2014 Social Media for Good – www.sm4good.com 39 Image: African Diaspora Institute Don’t forget about the diaspora
  40. 40. Key points Listeningis key Currently social media is more useful at the local and national levelthan at the international level From public informationto public communication Engage the affected population as active participantsin the response (take a look at the Merapicase study) All communication is global Ask for help-you don’t have to do everything yourself 26.11.2014 Social Media for Good – www.sm4good.com 40
  41. 41. 26.11.2014 Social Media for Good – www.sm4good.com 41 Photo: Photophildeon Flickr
  42. 42. 26.11.2014 Social Media for Good – www.sm4good.com 42 Photo: JosepMa. Rosellon Flickr

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