Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Social Hope:Social Media in timesof Disaster Relief#12NTCdisaster
Evaluate This Session!Each entry is a chance to win an NTEN engraved iPad!           or Online using #12NTCdisaster       ...
The Panel          Wendy Harman, American Red Cross                     @wharman    Carie Lewis, Humane Society of the Uni...
Agenda• Case Studies from 2011 Disaster Season   • Examples   • Learnings• Future of providing service in times of disaste...
2011 Disaster Season by the Numbers              99 major declared disasters by FEMA                                      ...
Social Hope: #12NTCDisaster   Slide 5
Feeding America•   Provide 3 billion pounds of food annually•   Serve 37 million people in U.S. each year•   Disaster is a...
Where We Are
Volunteers on the Ground
FA 2011 Disaster EffortsDeployed national teams (including social media) to:    •   Alabama, May    •   Joplin, June      ...
What we did wellCommunicated the story of hopeCommunicated how people (outside the area) could do to helpBecame a particip...
What we did wellRecognize and mobilize corporate support                         Social Hope: #12NTCDisaster   Slide 11
What we could do betterUsed Social Media to help guide people to servicesConnecting people to local food bank/agenciesGet ...
Local EffortsOzarks Food Harvest                      Social Hope: #12NTCDisaster   Slide 13
Social Hope: #12NTCDisaster   Slide 14
Connecting Victims/Providing Hope http://youtu.be/ERMQgqEF0yk                     Social Hope: #12NTCDisaster   Slide 15
The Situation:•   There’s a hurricane coming.•   It’s big. And strong.•   It’s going to affect multiple states.•   We need...
What do we do? And how do we do it?1 – Get the preparation and evacuation messages out•   identify the audience it affects...
Getting The Message Out•   First: prepare, then: evacuate WITH    your pets•   Who is the audience? Who do we    have as r...
Gathering and Disseminating Info•   Internal information gathering     •   Put an internal communications infrastructure i...
The $64k question: what can I do?•   People could help on a national and/or local level•   Developed a fundraising campaig...
Answering Questions and Needs•   Monitored every @ reply on Facebook•   Monitored hashtags that were being used•   Created...
Closing the Loop•   If you are committing to answer everyone, provide updates.•   If you’re going to individualize an anim...
THIS is why it’s important to alwaysbe listening and answer everyone.                         We saved this dog’s life.   ...
THIS is why it’s important to monitorcomment strings and be responsive.                         We garnered donations.    ...
Show compassion in times of crisis.                        @cariegrls // #12NTCDisaster
Repost Good UGC to create community.                       @cariegrls // #12NTCDisaster
Give them what they want!                       @cariegrls // #12NTCDisaster
Next Time…• Keep feeding tweets and adding to photo album• Find a way not to miss any @ replies on twitter (keep up)• Rese...
@cariegrls // #12NTCDisaster
Public is a Resource
Making Data Actionable
Digital Operations Center
Digital Volunteers
Questions?Discussion?Other examples?              Social Hope: #12NTCDisaster   Slide 34
Evaluate This Session!Each entry is a chance to win an NTEN engraved iPad!           or Online using #12NTCdisaster       ...
Upcoming SlideShare
Loading in …5
×

Social Hope: Social Media in Disasters

496 views

Published on

presentation for the 2012 NTC with Red Cross, Feeding America, and HSUS.

Published in: Technology
  • Be the first to comment

Social Hope: Social Media in Disasters

  1. 1. Social Hope:Social Media in timesof Disaster Relief#12NTCdisaster
  2. 2. Evaluate This Session!Each entry is a chance to win an NTEN engraved iPad! or Online using #12NTCdisaster at www.nten.org/ntc/eval
  3. 3. The Panel Wendy Harman, American Red Cross @wharman Carie Lewis, Humane Society of the United States @cariegrls Dan Michel, Feeding America @dpmichel Social Hope Slide 2
  4. 4. Agenda• Case Studies from 2011 Disaster Season • Examples • Learnings• Future of providing service in times of disaster • How does social play into that? Social Hope: #12NTCDisaster Slide 3
  5. 5. 2011 Disaster Season by the Numbers 99 major declared disasters by FEMA 73 billion dollars worth of damages >500 deaths from just the Alabama & Joplin tornadoes Social Hope: #12NTCDisaster Slide 4
  6. 6. Social Hope: #12NTCDisaster Slide 5
  7. 7. Feeding America• Provide 3 billion pounds of food annually• Serve 37 million people in U.S. each year• Disaster is a part of what we do – not primary mission Disaster Services provides our members with updates on disaster activity, resources for preparedness, response and recovery planning, and guidance for best practices. Social Hope: #12NTCDisaster Slide 6
  8. 8. Where We Are
  9. 9. Volunteers on the Ground
  10. 10. FA 2011 Disaster EffortsDeployed national teams (including social media) to: • Alabama, May • Joplin, June Social Hope: #12NTCDisaster Slide 9
  11. 11. What we did wellCommunicated the story of hopeCommunicated how people (outside the area) could do to helpBecame a participant into existing conversations Social Hope: #12NTCDisaster Slide 10
  12. 12. What we did wellRecognize and mobilize corporate support Social Hope: #12NTCDisaster Slide 11
  13. 13. What we could do betterUsed Social Media to help guide people to servicesConnecting people to local food bank/agenciesGet more pictures/facts up fasterContinued the story/check back Social Hope: #12NTCDisaster Slide 12
  14. 14. Local EffortsOzarks Food Harvest Social Hope: #12NTCDisaster Slide 13
  15. 15. Social Hope: #12NTCDisaster Slide 14
  16. 16. Connecting Victims/Providing Hope http://youtu.be/ERMQgqEF0yk Social Hope: #12NTCDisaster Slide 15
  17. 17. The Situation:• There’s a hurricane coming.• It’s big. And strong.• It’s going to affect multiple states.• We need to warn people.• We need to save animals.• There’s no central place for pet owners to get information about evacuation, resources, and shelters.• Our disaster approach: Prepare > Respond > Recover @cariegrls // #12NTCDisaster
  18. 18. What do we do? And how do we do it?1 – Get the preparation and evacuation messages out• identify the audience it affects• Coordinate messaging with PR2 – Tell our story and disseminate important information• Put an internal comm infrastructure in place for info gathering• Coordinate content with web, email, PR, program3 – Tell people how they can help• Develop a fundraising campaign• Coordinate needs on a local level4 – answer questions and needs from audience• Step our monitoring game up5 - Close the loop• What happened to the animals you saved?• What did my money go to? @cariegrls // #12NTCDisaster
  19. 19. Getting The Message Out• First: prepare, then: evacuate WITH your pets• Who is the audience? Who do we have as resources in those areas? • State directors and Care Center directors in affected areas • Developed a list of Facebook page links and admin contact info • We helped monitor, respond, and post to those pages since admins were out in the field • Targeted posts to our HSUS Facebook fans living in the affected area• Messages were taken from press releases and web pages (pre-approved content) and boiled down• Made it engaging by asking people to send us a pic of their disaster kit that included their pets and we gave them a window cling @cariegrls // #12NTCDisaster
  20. 20. Gathering and Disseminating Info• Internal information gathering • Put an internal communications infrastructure in place for web content and up-to-the-minute updates from the field • What kind of content do we want in order to tell our story of what HSUS was doing? Bite sized info for Twitter, diaries for the web, as many photos as possible • National level = Rescue Team coordinator > Web editor • Local level = State Director > Community Manager • Daily meeting to coordinate all content with web, email, social, PR • Field responders marked content as external or internal use• External information gathering • We followed emergency management orgs like FEMA, Red Cross in each affected state on Twitter • Made a list of animal shelters in hurricane’s path and followed them for updates @cariegrls // #12NTCDisaster
  21. 21. The $64k question: what can I do?• People could help on a national and/or local level• Developed a fundraising campaign for our Animal Rescue Team’s efforts• Integrated across all communication channels• Created Amazon wish lists for affected shelters• Took advantage of our large followings andtargeted Facebook posts to help shelters in need @cariegrls // #12NTCDisaster
  22. 22. Answering Questions and Needs• Monitored every @ reply on Facebook• Monitored hashtags that were being used• Created our own hashtag #Irenepets (4,500 uses, seen by 8.5 million people in 3 days)• Monitored keywords like “flood pet”• Answer everyone.• Aggregate info for pet owners from multiple sources on our Twitter feed (FEMA, shelters) @cariegrls // #12NTCDisaster
  23. 23. Closing the Loop• If you are committing to answer everyone, provide updates.• If you’re going to individualize an animal in a fundraising or storytelling campaign, be ready to monitor and report on the fate of that animal.• Tell people what their money went to. @cariegrls // #12NTCDisaster
  24. 24. THIS is why it’s important to alwaysbe listening and answer everyone. We saved this dog’s life. @cariegrls // #12NTCDisaster
  25. 25. THIS is why it’s important to monitorcomment strings and be responsive. We garnered donations. @cariegrls // #12NTCDisaster
  26. 26. Show compassion in times of crisis. @cariegrls // #12NTCDisaster
  27. 27. Repost Good UGC to create community. @cariegrls // #12NTCDisaster
  28. 28. Give them what they want! @cariegrls // #12NTCDisaster
  29. 29. Next Time…• Keep feeding tweets and adding to photo album• Find a way not to miss any @ replies on twitter (keep up)• Research hashtags already in use, start using own hashtag earlier• Set up tracking ahead of time and take screenshots as they happen• Thank those who donated and shared on Twitter• Share the credit with other orgs involved – build relationships• Map of affected shelters – or maybe an app?• Proactively reach out to Weather Channel, Red Cross, FEMA, agencies• Customize email shares to use our hashtag• Develop communication guidelines for first responders• We want a WAR ROOM! @cariegrls // #12NTCDisaster
  30. 30. @cariegrls // #12NTCDisaster
  31. 31. Public is a Resource
  32. 32. Making Data Actionable
  33. 33. Digital Operations Center
  34. 34. Digital Volunteers
  35. 35. Questions?Discussion?Other examples? Social Hope: #12NTCDisaster Slide 34
  36. 36. Evaluate This Session!Each entry is a chance to win an NTEN engraved iPad! or Online using #12NTCdisaster at www.nten.org/ntc/eval

×