CRISIS COMMUNICATION 2.0 Social Media In Emergency Preparedness &                  Response  NH Emergency Preparedness Con...
OBJECTIVES   Learn about social media and current trends.   Learn about prominent tools through case studies    of socia...
CRISIS & EMERGENCY RISKCOMMUNICATION   The strategy used to provide information to    individuals, stakeholders, or an en...
SOCIAL MEDIA “Social media are the electronic tools, technologies, and applications that facilitate interactive communicat...
SOCIAL MEDIA REVOLUTION
POPULAR SOCIAL MEDIA TOOLS   Social networking sites   Blogs   Microblogs   Gadgets       Buttons & Badges       Wid...
SOCIAL NETWORKING SITESOnline communities where you can find people, connect, and share information.100 Million profiles80...
LINKEDIN
FACEBOOK
EXPLORING FACEBOOK
DO YOU FACEBOOK?
FACEBOOK PAGES
CHARACTERISTICS OF A FACEBOOK PAGE     Wall       Info       Photos     Apps    Like Button
THE POWER OF LIKE
VIRGINIA TECH SHOOTING
CHARACTERISTICS OF SOCIAL NETWORKING SITES       Benefits                      Drawback                                   ...
LIABILITY CONCERNS   GSA Office of Citizen Services     Developed amended Terms of Service      agreements to reflect ne...
LIABILITY CONCERNS   Include disclaimers       Comments policy          “CDC does not agree with or           endorse e...
BLOGS                                 156 M blogs   Updated frequently   Genre, professional, personal   Most recent en...
SOUTH CALIFORNIA WILDFIRES
CHARACTERISTICS OF BLOGS         Benefits                  Drawback   Address special               s                   ...
MICROBLOGS: TWITTER       Similar to traditional blogs, except that        content length is limited   Username         ...
2011 WESTERN MA TORNADO
GADGETSButtons and badges      Widgets       Apps
BUTTONS AND BADGES   Graphically links that    share information about    campaigns and causes    online                 ...
WIDGETS
APPS
CHARACTERISTICS OF GADGETS         Benefits                       Drawback   Easier functionality than          s       ...
MEDIA SHARING SITES   Websites for users to view, share, and    comment on multimedia                • 3 billion views pe...
YOUTUBE CHANNELS
CHARACTERISTICS OF MEDIA SHARING       Benefits                     Drawbacks   Public prefers visual      Time to produ...
GEOTAGGING   Location-based platforms     Typically   on mobile phones & smart phones   Organizes and presents informat...
GOOGLE MY MAPS & BING MAPS
SOCIAL MEDIA CHECK-INSEx. Twitter, Facebook, Foursquare
HTTP://USHAHIDI.COM/
SUMMARY   Many benefits to social media     Fast,   wide, decentralized It may feel overwhelming, but its doable If no...
THANK YOU!Arielle Slam              Alyson CobbJSI Research & Training   JSI Research & TrainingInstitute                 ...
References   Terdiman, Daniel. Study: Wikipedia as Accurate as Brittanica                                                ...
Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
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Crisis Communication 2.0: Social Media in Emergency Preparedness and Response

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  • Welcome everyone to this morning’s presentation on Social Media in Emergency Preparedness & Response entitled: Crisis Communication 2.0.Why the 2.0? Web 2.0 refers to web applications that facilitate interactivity. It is the current world of the internet meaning a move from one way absorption of information to a more dynamic and user-generated approach.We are staff at the Community Health Institute, a regional office of John Snow, a public health consulting firm that provides technical assistance to the 12 essential services in public health. Our NH office in particular, provides extensive TA & training to the state in Emergency preparedness & responseArielle- degree in mass communications, do project work in health communications, including social marketing, marketing analysis, ??Alyson- PH Prep, CERT/MRC Conferences, ___________.On a clarical note: we’ve noticed 10 of you here today also attended this same CrisiComm 2.0 session last year. So we gather that:Either you liked it so much, you just had to see it again, orIt was so bad you blocked it out of your memory and are therefore repeating the same mistake again.
  • Next let’s talk about social networking sites.Social networking sites may be one of the most familiar social media tools we’ll discuss today. These sites are a way to connect with friends, people of similar interests, information sources. Often social networking sites are organized around user profiles, a personalize page for you or your organization where you share relevant information. Almost all social networking sites are open to the public to join. To join you go to the website register a username and start searching for friends, constituents, collaborators, or community members to connect withThe top two most popular social networking sites in the US are: facebookand Linkedin. Facebook has recently even outnumbered Google in the amount of daily traffic the site gets.http://blog.linkedin.com/2011/03/22/linkedin-100-million/
  • We envision LinkedIn more of a tool for you as a person in emergency management to connect with other professionals.
  • For the purpose of risk communications, I’d say facebook would be the most logical choice of social networking site due to the fact that it has the largest user base (400 million users) and user activity. Why not put your message directly where the most people are interacting every day.Many federal and state agencies have already created profiles on facebook and are sharing lots of information. Here is an example of one of the many CDC pages- this being CDC Crisis and Risk Communication.There are some slight distinctions between a personal profile and a group or organzation profile, in the way you set it up and providing administrative rights. I won’t go into those subtlies today but a young person at your office, your children, or later on we can go through that with any of you.The main purpose of facebook really is to find and make friends. You search for people or organizations you know, or want to be associated and “friend” them. Similarly, once you create a profile people and organizations will seek you out as a friend.There are several components of a facebook profile. Here is the information page. You also have a page where any pictures associated with you or your organization (if it’s an organization page) display.
  • For example, I was visiting the website for PBS.org and I clicked on the like button saying that I like the page. A popup asks if it’s ok to share my facebook profile, I say yes and(advance to next image) now I’m connected to PBS on facebook.
  • Short life span: most apps only opened once; badge related to a specific campaigns
  • https://forum.webcontent.gov/?page=TOS_FAQshttp://www.nascio.org/newsroom/pressrelease.cfm?id=93Strike the indemnity clause…Strike language requiring that legal disputes be venued in California courts and adjudicated under California law;Require that a public agency include language directing consumers to its official Web site…
  • Short life span: most apps only opened once; badge related to a specific campaigns
  • This is a twitter profile page.Notice the verified official seal
  • HANDLE: In twitter, your username is called a “handle”.In twitter you may have both a username and a full name. This is because usernames can not have spaces in them and are limited in characters, similar in principle to when there were AOL instant messenger usernames, or phone numbers which are transferred between phones without any spaces.
  • The purpose of twitter is to tweet and read each others tweets. A tweet is a 140 character comment, essentially like a shortened status or wall post on facebook. Your tweets can be about anything you want to share with a public audience: changes in staff at your organization, sharing interesting links, education, preparedness, warnings.
  • The graphical elements can be posted to any website, blog, social network profile, or email signatures.This can help facilitate viral spread of your message…Easy for organizations to share the message without creating their own content.
  • Widget are a small tool or application that is put on a website as a way to help the user either find information or perform some sort of task. One of the cool things about widgets is that are mostly made up of a bunch of lines of codes that can be copy and pasted from website to website.in 2008-2009 there was a large FDA recall of salmonella infected peanuts products. As officials indentified infected products they entered it into a big database. They wanted to share all the information they were collecting with the public so they created this widget that was fed by the constantly updating information in the database. Users could enter the product name or the barcode number to determine whether it had been identified as an unsafe product.If you want to interact with the widgets then go to cdc.gov/widgets.
  • Apps:Apple largest provider of Apps with 350K apps.Used with smartphones (internet capable & operating system)Can be developed by anyoneEasily downloaded and usually freeMany ICE- In case of emergency Apps that help you keep and share lists of emergency contacts known allergies medications you are on, any conditions you have, and personal identification information.
  • Short life span: most apps only opened once; badge related to a specific campaigns
  • Most of the time you just look for individual videos. However, some groups and organizations create their own page (called a channel) on YouTube to organize all their videos together.This is an example of an organization that has made a channel of all preparedness videos that include sign language.In NH, PSNH has a YouTube channel that shows videos about a variety of things including the affects of local emergencies such as the Ice storm, or wind storm.
  • Drawback: time to produce videos- but much shorter and more informal than in the past.
  • Location based services can also allow you to tell friends, organizations, or if the situation is needed emergency responders exactly where you are. Your computer or your smartphone will automatically find approxiametly where you are and attach that information to your message.In some social media tools, like twitter and foursquare, this is called a check in. You can search for venues around you and check-in to specific locations, such as I did here to Ryles Jazz club.
  • Benefits: rapidly send messages to many many people. Any one can contribute to the solution or the cause. It can also be used to reach very specific audiences that wouldn’t get that specific information through traditional media. It provides additional tools to reach people in different ways, and provides redundancy when one or more other communication channels are unavailable. -lastly, it allows the public to participate: feel connected to you, and help solve problems.Barriers: It’s scary for organizations because there is lack of msg control and fear of liability. It requires reallocation of time previously spent on traditional forms of communication.
  • Thank you everyone for staying till the end & contributing to conversationThank alyson & curtis for inviting me hereAny questions come see me.
  • Crisis Communication 2.0: Social Media in Emergency Preparedness and Response

    1. 1. CRISIS COMMUNICATION 2.0 Social Media In Emergency Preparedness & Response NH Emergency Preparedness Conference June 16, 2011 Alyson Cobb & Arielle Slam JSI Research & Training Institute, Inc.
    2. 2. OBJECTIVES Learn about social media and current trends. Learn about prominent tools through case studies of social media being used to engage the public during a disaster. Understand the benefits and barriers of social media.
    3. 3. CRISIS & EMERGENCY RISKCOMMUNICATION The strategy used to provide information to individuals, stakeholders, or an entire community that will help them make the best possible decisions during a crisis Includes all forms of communication, including social media
    4. 4. SOCIAL MEDIA “Social media are the electronic tools, technologies, and applications that facilitate interactive communication and content exchange.”
    5. 5. SOCIAL MEDIA REVOLUTION
    6. 6. POPULAR SOCIAL MEDIA TOOLS Social networking sites Blogs Microblogs Gadgets  Buttons & Badges  Widgets  Apps Multimedia sharing sites Geotagging Virtual worlds Wikis Text messaging RSS Feeds Social bookmarking
    7. 7. SOCIAL NETWORKING SITESOnline communities where you can find people, connect, and share information.100 Million profiles80% active users1 million new users a week595,580 NH residents (44.5% of NH)43% of people in the US
    8. 8. LINKEDIN
    9. 9. FACEBOOK
    10. 10. EXPLORING FACEBOOK
    11. 11. DO YOU FACEBOOK?
    12. 12. FACEBOOK PAGES
    13. 13. CHARACTERISTICS OF A FACEBOOK PAGE Wall Info Photos Apps Like Button
    14. 14. THE POWER OF LIKE
    15. 15. VIRGINIA TECH SHOOTING
    16. 16. CHARACTERISTICS OF SOCIAL NETWORKING SITES Benefits Drawback s Rapid message  Could spread dissemination misinformation Accessible when  Collective error traditional media and correction & verification resources were not  Casualties made public before families knew Provided reassurance to friends and family crowdsourcing
    17. 17. LIABILITY CONCERNS GSA Office of Citizen Services  Developed amended Terms of Service agreements to reflect needs of federal users. National Association of State Chief Information Officers (NASCIO)  Establishing terms of service for state and local agencies
    18. 18. LIABILITY CONCERNS Include disclaimers  Comments policy  “CDC does not agree with or endorse every comment that individuals post on our pages…Therefore, a comment will be deleted if it contains..” Note if you are not monitoring 24/7
    19. 19. BLOGS 156 M blogs Updated frequently Genre, professional, personal Most recent entry first Two way conversation Easier to update than a website Address special audiences  Functional needs  Special languages
    20. 20. SOUTH CALIFORNIA WILDFIRES
    21. 21. CHARACTERISTICS OF BLOGS Benefits Drawback Address special  s Many competing blogs audiences  Not always credible source  Functional needs  Special languages Localized information No web development skills needed Fast
    22. 22. MICROBLOGS: TWITTER  Similar to traditional blogs, except that content length is limited Username  Info Hashtag  location Tweet/Retweet Followers/Following
    23. 23. 2011 WESTERN MA TORNADO
    24. 24. GADGETSButtons and badges Widgets Apps
    25. 25. BUTTONS AND BADGES Graphically links that share information about campaigns and causes online <!-- BUTTON EMBED CODE STARTS HERE --><a href="http://emergency.cdc.gov/socialmedia/zombies_blog.a sp?s_cid=emergency_002" title="Get A Kit, Make A Plan, Be Prepared. emergency.cdc.gov"><img src="http://www.cdc.gov/images/campaigns/emergency/zom bies1_300x250.jpg" style="width:300px; height:250px; border:0px;" alt="Get A Kit, Make A Plan, Be Prepared. emergency.cdc.gov" /></a><!-- BUTTON EMBED CODE ENDS HERE -->
    26. 26. WIDGETS
    27. 27. APPS
    28. 28. CHARACTERISTICS OF GADGETS Benefits Drawback Easier functionality than  s Apps limited to those with internet on phones smart phones Apps can reach traditional  Apps require a developer to non-internet users build Facilitates unified  Apps & badges short life message sharing span Can encourage viral message dissemination Can be used to gather information from the ground Added value to audience  Entertaining  Visually appealing
    29. 29. MEDIA SHARING SITES Websites for users to view, share, and comment on multimedia • 3 billion views per day • = every US resident watching at least 9 videos each day • 48 hrs of video uploaded every minute An average flickr user has: 253 contacts 1620 photos 529 views a day 7 uploads a day
    30. 30. YOUTUBE CHANNELS
    31. 31. CHARACTERISTICS OF MEDIA SHARING Benefits Drawbacks Public prefers visual  Time to produce videos information Can use and share existing media Can easily make existing media available to your audience
    32. 32. GEOTAGGING Location-based platforms  Typically on mobile phones & smart phones Organizes and presents information specific to your geographic location  Nearby places & resources  People nearby
    33. 33. GOOGLE MY MAPS & BING MAPS
    34. 34. SOCIAL MEDIA CHECK-INSEx. Twitter, Facebook, Foursquare
    35. 35. HTTP://USHAHIDI.COM/
    36. 36. SUMMARY Many benefits to social media  Fast, wide, decentralized It may feel overwhelming, but its doable If not on social media, start exploring as personal user.
    37. 37. THANK YOU!Arielle Slam Alyson CobbJSI Research & Training JSI Research & TrainingInstitute Instituteaslam@jsi.com acobb@jsi.com603.573.3341 603.573.3319
    38. 38. References Terdiman, Daniel. Study: Wikipedia as Accurate as Brittanica (2005) http://news.cnet.com/Study-Wikipedia-as- accurate-as-Britannica/2100-1038_3-5997332.html Tinker, Timothy, et al. Expert Round Table on Social Media and Risk Communication During Times of Crisis: Strategic Challenges and Opportunities. (2009) http://www.socialmediaandtechnology.com/ Krimsky, Sheldon. Risk communication in the internet age: The rise of disorganized skepticism. (2007) Environmental Hazards. http://www.elsevier.com/locate/hazards Sutton, Jeannette, et al. Backchannels on the Front Lines: Emergent Uses of Social Media in the 2007 Southern California Wildfires. (2008) Proceedings of the 5th International ISCRAM Conference Guion, Deirdre, et al. Weathering the Storm: A Social Marketing Perspective on Disaster Preparedness and Response with Lessons from Hurricane Katrina. (2007) American Marketing Association, Vol.26 (1). Palmer, Jason. Emergency 2.0 is coming to a website near you: the web spells a sea of change for crisis management. How should emergency services respond? (2008) New Scientist 198.2654 http://www.newscientist.com.ezpr.oxy.lib.umb.edu New tools a boon: Public health leaders using social media to convey emergencies. (2009) The Nation’s Health, American Public Health Association www.thenationshealth.org Underwood, Sarah. Improving Disaster Management. (2010) communications of the Acm. Vol.53. no.2 DOI: 10.1145/1646353.1646362 Palen, Leysia. The Emergence of Online Widescale Interaction in Unexpected Events: Assistance, Alliance & Retreat (2008) CSCW, University of Colorado, Boulder A National Survey of Social Media Use in State Government: Friends, Followers, and Feeds.NASCIO (2010): http://www.nascio.org/publications/documents/NASCIO-SocialMedia.pdf

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