Disaster Strikes. Social Media Responds.


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Ppt slides for September 2011 version of the Disaster Strikes. Social Media Responds. workshop. Images that were stacked or animated may be distorted or hidden in these slides.

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Disaster Strikes. Social Media Responds.

  1. 1. DISASTER STRIKES.SOCIAL MEDIA RESPONDS.Arielle Slam & Alyson CobbCommunity Health Institute/JSI Research & Training Institute, Inc.
  2. 2. ObjectivesParticipants will: Learn appropriate and effective applications of social media in emergency response Identify characteristics of social media that make it useful for emergency preparedness and response Have opportunity to build technical skills in using Facebook and Twitter to:  Post information and multimedia  Interact with target audience(s) and key partners  Collect and organize information  Integrate functionalities with other social media tools
  3. 3. Social Media“Social media are theelectronic tools,technologies, andapplications that facilitateinteractive communicationand content exchange.”
  4. 4. Social Media is not a Fadhttp://youtu.be/3SuNx0UrnEo
  5. 5. It’s all about the principles… Social media is a tool A tool to help you communicate in the 21st century Two way communication is key  We are not just listeners anymore
  6. 6. Social Media Bingo
  7. 7. Stats
  8. 8. Internet 77.3% 90.1%
  9. 9. NH Broadband Access by Census Block
  10. 10. Internet 41% of Americans say Internet is their main source of news 54% of adults access internet wirelessly 35% of adults report accessing the internet using a cell phone or handheld device
  11. 11. Hard to Reach PopulationsPeople with Disabilities Older Adults  54% of adults with a  42% of adults 65+ have dial- disability use the up internet, while 35% have internet broadband  41% have broadband  67% of adults 65+ say connections internet is something they can rely on and makes them safer  43% of internet users 50+ use social networking sites
  12. 12. Social Networking 52% of Americans 12+ use at least 1 social networking site 43% of internet users 50+ use social networking sites Almost 60% of social media users participate every day or nearly every day
  13. 13. Facebook 43.0% 44.5%
  14. 14. FacebookThe average Facebook user: Spends 55 minutes a day on Facebook Creates 90 pieces of content per month Is connected to 80 pages, groups and events
  15. 15. Twitter 13% of Americans use Twitter Of people who have ever used twitter:  82% access the site at least once a month  54% access the site at least once a week  18% access the site at least once a day
  16. 16. Mobile- Cell Phones 85% of Americans 18 and older own a cell phone 90% of adults live in a household with at least one working cell phone 72% of cell phone users send and receive text messages 1 in 4 Americans live in households with at least one cell phone, but no landline
  17. 17. NH Mobile Wireless Coverage by Census Block 31% of Americans 12 and older own a smartphone 73% of social media users have posted an update using a mobile phone
  18. 18. Social Media in Emergencies 1 in 6 residents said they have used social media to get information about an emergency During an emergency, about 50% said they would use social media to let loved ones know they were safe
  19. 19. Social Media in Emergencies 70% said that response agencies should regularly monitor and respond to postings on their websites and social media sites If they posted a request for help on a social media website, 75% would expect help to arrive within an hour
  20. 20. Facebook
  21. 21. Exploring Facebook
  22. 22. Do you Facebook?
  23. 23. Facebook Pageshttp://www.facebook.com/BostonPoliceDepartment
  24. 24. The Power of LIKE
  25. 25. Managing Your Facebook Page XXXXX XXXXXXXXX
  26. 26. Managing Your Facebook Page Comment on a post Your profile  Featured Permissions Admins Insights Apps
  27. 27. 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)  Current establishing Terms of Service for state and local agencies
  28. 28. Liability Concerns Being an official page  Professional image  Be careful navigating between your personal profile and your agency page Include disclaimers:  Comment policy  Not monitoring 24/7
  29. 29. Facebook Pages Summary Easy to build Easy to update and customize Public  Can compliment or be a substitute for a website Supports two-way communication & networking  Relationship building
  30. 30. Twitter
  31. 31. Twitter Microblogging site  Similar to traditional blogs, except that content length is limited  140 characters  Can also share pictures, videos, and links Same for individuals and organizations Public
  32. 32. Twitter Vocabulary Handle = username; signified with @ Tweet = <140 character message posted on Twitter Retweet = re-posting a message someone else tweeted Hashtag = keyword; signified with “#” Followers = Twitter users who will see your tweets on their home page Following = Twitter users whose tweets you see on your home page
  33. 33. Twitter Vocabulary Location = your location when you tweet Info = 160 characters about a Twitter user Mentions = mentioning another Twitter user (using their handle) in your tweet; direct a tweet to a user Home page = contains tweets from Twitter users you follow Profile = contains information about a Twitter user including their info and tweets List = curated groups of other Twitter users; group Twitter users you follow
  34. 34. Exploring Twitter http://www.twitter.com
  35. 35. Break
  36. 36. Social Media Case StudiesUsing case studies to realize the benefits ofsocial media in emergency preparedness &response to:a) The publicb) EM agencies
  37. 37. The Powerful Public“In this country, as in many others, people no longerjust want to be witnesses or victims. Technology andsocial networking platforms now allow them toparticipate and make valuable contributions.” - Patrice Cloutier, Crisis Commons Report
  38. 38. 2007 Virginia Tech Shooting
  39. 39. 12- VT press conference; 10:52- VT e-mail shooting in confirm re: gunman Virginia custody (incorrect) 10:16- VT e-mail re: classes Tech 9:50- VT e-mail re: inside canceled, stay stay inside,Communica gunman loose school 9:26- VT e-mail re:7am 8am shooting tions 9am 10am 11am 12pm 1pm 2pm 3pm 4pm 10:23- Earliest known Facebook activity Large-scale, IMOK/RUOK and heavy memorializing begin 11:13- First Facebook group Social started First Wikipedia entry 11:15- 12:30- Press conference launches Media crowdsourcing edits to VT 1-4- ~1000 Wikipedia page Flickr group 2:09- VT
  40. 40. Virginia Tech CrowdsourcingAB (Non-VT University), 9:42pm:“My roommate just found out that he MW (City), 12:08am:lost a“<list of 16 names> MR pray for her very dear friendfamily and her soul16” Total list so far: tonight…thank you EC (High School), 10:38pm:(deleted (VT), 12:09am: MT post) “JB and KG are also dead…” “RS as reported by another JD (Non-VT University), 10:50pm:DA (Non-VT University), 11:29pm: group” facebook“Where was WS confirmed?”“What are your sources?” DA (Non-VT University), 12:10am: EC, 11:00pm:CT (Non-VT University), 11:42pm: “It’s 17:“Sorry for the names>” earlier…WS Facebook sites by the dozen” <list of 17 confusion “All theis not confirmed although he JD, 11:03pm: is stillmissing.” “Thank you”
  41. 41. “Most of the news media…are utterlyclueless about anything in rural areas.They constantly gave out bogusinformation, like locations and directionsthat made no sense at all.”- rural arearesident 2007 South California Wildfires “The only way we all have to get good information here is for those who have it to share it. We relied on others to give us updates when they had info and we do the same for others.” –San Diego Resident
  42. 42. Bike Crash
  43. 43. Agencies Using Social Media
  44. 44. Queensland Floods“There’s some evidence that as landlines and power supplies went down…peoplestill used their mobile phones to stay in touch via Facebook and Twitter.” http://youtu.be/uNAPKmkPaOQ
  45. 45. Uses for Twitter during Queensland Floods
  46. 46. Red River Floods
  47. 47. New Hampshire
  48. 48. Break
  49. 49. RidgeCounty Granite Town
  50. 50. RidgeCounty Granite Town
  51. 51.  Rapid snow melt and rainfall may result in overflow of streams, rivers, and lakes.  Ridge County flood watchhttp://youtu.be/TAQ0Q3U_B4E?t
  52. 52. Activity 1: Update Facebook StatusPost a status on your wall about flood preparedness.
  53. 53. Activity 2: Facebook Collaboration“Like” another organization that may be animportant source of flood information.
  54. 54. RidgeCounty Granite Town
  55. 55. From: NH DHHS ICC Subject: Flood UpdateThe State Emergency Operations Center and DHHS-Incident Command Center are at a Level 2 Activation-partially staffed. All DHHS Program areas and ESF-8Partners are asked to monitor the situation carefully andimmediately report any changes in status or requests forassistance by calling DHHS-ICC Operations.
  56. 56. From: NH DHHS ICC Subject: Flood UpdateThe following is the current status of the weather event.As of 0700 this amGray, NWS & Taunton, NWS- A flood watch is in place forportions of New Hampshire, including all of Ridge County.Rain and isolated thunderstorms will continue thisafternoon. The rain may be locally heavy at times. Thiscombined with the continual winter runoff is expected tocause an increase in river levels above flood stage overthe next several days. Ridge River is forecast to exceedmajor flood stage near 9pm on Saturday.
  57. 57. From: NH DHHS ICC Subject: Flood UpdateOther small streams through the watch area are expectedto exceed their banks and possibly flood property, roads,farmlands, and low lying areas through the period. Thesestreams could rise quickly and become fast flowing.Local rainfall amounts as of 5am this morning werebetween 1 and 2 inches. Most areas are expected toreceive an additional 1 to 2 inches over the next 36 hours,but some areas could receive 3 to 5 inches of rain.Wind will not be a factor- light from the north around5mph. Temps will be in the 70s and 80s around the state.High confidence in predictions.
  58. 58. Activity 3: TweetTweet a flood warning incorporating the following: Warning for all of Ridge County Hashtag: #FloodFake Visit organization’s website for shelter information in the event of an evacuation
  59. 59. Activity 4: RetweetLook at each other’s tweets and retweet the one that you think is the strongest message.
  60. 60. Activity 5: FollowFollow a large organization.
  61. 61. RidgeCounty Granite Town
  62. 62. Activity 6: Post a map to a shelter www.google.com/maps  Options for more  Find location & link advanced maps Click link Post as link on your FB wall
  63. 63. Activity 7: Plug in Search for content from a major broadcaster
  64. 64. Activity 8: Post a photo on Twitter Provide visual to illustrate tweet
  65. 65. RidgeCounty Granite Town
  66. 66.  Flooding continues to be an issue in some areas of the county, while waters have begun to recede in others. Residents are uncertain who can return and when
  67. 67. Activity 9: Responding to wall posts Not every contact via social media warrants a response, especially not when you’re getting hundreds of them a day. Ask yourself first:  Does it require a response at all?  Does it need an immediate response?  Is it likely that our network will respond on our behalf? Taking the conversation offline/off social media Find a comment on your Facebook page and respond using whatever additional multimedia or tools you like
  68. 68. Activity 10: Replying
  69. 69. RidgeCounty Granite Town
  70. 70.  Immediate devastation from the floods have been addressed. A flood watch is no longer in effect
  71. 71. Activity 11: Get Facebook Feedback Post a question asking about the floods. For example:  Respondents top sources of information  Did the respondent feel prepared?
  72. 72. Thank Your Fans & Followers Recognize their good work, or dedication to you as a source of information. Start with prevention messages again
  73. 73. Facebook Insights Provide page administrators with metrics around their content  Available for all pages with over 30 Likes
  74. 74. Facebook Insights- Impressions
  75. 75. Facebook Insights- Users New Likes versus Unlikes; Page and Tab Views Demographics- Gender, Age, Country, City, Language External Referrers
  76. 76. Facebook Insights- Interactions Post Views and Feedback Log of posts with impressions and feedback Page activity
  77. 77. Twitter Tracking URL Tracking Tweets Retweeted Mentions Lists
  78. 78. Conclusion
  79. 79. Wrap Up What did you learn?  What benefits do you see for your organization? What challenges did you identify?  How can we address these challenges? What are your next steps?
  80. 80. Recommended Next Steps Plan out how social media could benefit your organization  Look at ways it will or will not work well with your existing communication strategy If your organization is already on social media, ask to be a co-administrator and learn from the others Don’t be afraid to explore and test tools & features  Use the resource guide Follow or like the recommended organizations
  81. 81. As your page grows Buy ads to promote your page. Add a username to your page, such as:  www.facebook.com/granitetownpolice Put a like button on your website Establish system for regularly updating content:  Updates from mobile phone? Share public comments with your internal team. Consider how much time you want to invest
  82. 82. Final Thoughts Social media are just a collection of tools  Tools may change Principles are here to stay:  Two way communication  Viral communication  User generated content Mobile communications
  83. 83. Resources American Red Cross. Web Users Increasingly Rely on Social Media to Seek Help in a Disaster. August 2010 http://www.redcross.org/portal/site/en/menuitem.94aae335470e233f6cf911df43181aa0/?vgnextoid=6bb5a9 6d0a94a210VgnVCM10000089f0870aRCRD Bruns, Axel et al. Social Media Vs. The Floods. June 2011 http://www.cci.edu.au/about/media/social-media-vs- the-floods comScore. http://blog.comscore.com/2011/06/facebook_linkedin_twitter_tumblr.html Currie, Donya. Expert Round Table on Social Media and Risk Communications During Times of Crisis: Strategic Challenge and Opportunities (2009). Edison Research. The Social Habit 2011. http://www.slideshare.net/webby2001/the-social-habit-2011-by- edison-research Facebook.com Facebook.com. We are all Khaled Said. https://www.facebook.com/elshaheeed.co.uk Facebook.com. Boston Police Department (Official) http://www.facebook.com/BostonPoliceDepartment Fazzina, Leigh. The 10 Most Powerful Tweets of 2010. December 2010. http://www.leighfazzina.com/2010/12/16/making-twitters-top-10-2010-tweets/ www.google.com/maps Hubspot. State of the Twittersphere. http://blog.hubspot.com/Portals/249/sotwitter09.pdf Los Angeles Times. Google Person Finder: a tool born of disaster, from Hurricane Katrina to Japan’s quake, tsunami. April 2011 http://latimesblogs.latimes.com/technology/2011/04/google-person-finder-started-after- haiti-hurrican-katrina-seen-advancement-in-japan-eartquake-tsunam.html
  84. 84. Resources Pew Research Center.  Pew Internet & American Life Project. June 2011. http://www.pewinternet.org/  Social networking sites and our lives. http://www.pewinternet.org/~/media//Files/Reports/2011/PIP%20- %20Social%20networking%20sites%20and%20our%20lives.pdf Miniwatts Marketing Group. Internet World Stats: Usage and Population Statistics, June 2010. http://www.internetworldstats.com/stats.htm National Center for Health Statistics, December 2010. http://www.pewinternet.org/ Runtext. Text Message Statistics in 2010. http://runtext.com/text-message-statistics-in-2010/ Socialnomics. Social Media Revolution 2011. http://youtu.be/3SuNx0UrnEo Sutton, Jeannette et al. Backchannels on the Front Lines: Emergent Uses of Social Media in the 207 South California Wildfires. Proceedings of the 5th International ISCRAM Confrerence, May 2008. Today. Ann Curry’s Haiti tweet ranked most powerful of 2010. December 2010 http://today.msnbc.msn.com/id/40645273/ns/today- today_celebrates_2010/t/ann-currys-haiti-tweet-ranked-most-powerful/ www.twitpic.com www.Twitter.com http://twitter.com/#!/fema Ushahidi. June 2011 http://www.ushahidi.com/ Webster, Tom. The Social Habit 2011. May 29,2011 http://www.edisonresearch.com/home/archives/2011/05/the_social_habit_2011.php