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Social media during crisis & emergency

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Presentation to the Manawatu-Wanganui Civil Defence Group Public Information Managers on using social media during emergencies.

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Social media during crisis & emergency

  1. 1.  Insiders guide to public information & #socialmedia Insider’s Guide to: Public Information Management & #SocialMedia “
  2. 2.  Insiders guide to public information & #socialmedia “ ” Hello! Good morning.
  3. 3.  Insiders guide to public information & #socialmedia My learnings, your experiences * “ ”* Disclaimer
  4. 4.  Insiders guide to public information & #socialmedia Public Information Management: What is it?
  5. 5.  Insiders guide to public information & #socialmedia Public information management is necessary before, during, and after an emergency. “ ”Section 130; Introduction to Public Information Management National Civil Defence Emergency Management Plan Order 2015 Enacted 1 December 2015
  6. 6.  Insiders guide to public information & #socialmedia Provide timely, accurate and appropriate information, advice, or instruction to the public. “ ”Section 131 Objectives of Public Information Management National Civil Defence Emergency Management Plan Order 2015 Enacted 1 December 2015
  7. 7.  Insiders guide to public information & #socialmedia Build public confidence in a responsible, competent operation that makes all reasonable efforts to inform and protect the community. “ ”Section 131 Objectives of Public Information Management National Civil Defence Emergency Management Plan Order 2015 Enacted 1 December 2015
  8. 8.  Insiders guide to public information & #socialmedia Promote the effective management and co-ordination of public information between agencies, CDEM Groups, news media, and the public. “ ”Section 131 Objectives of Public Information Management National Civil Defence Emergency Management Plan Order 2015 Enacted 1 December 2015
  9. 9.  Insiders guide to public information & #socialmedia Public Information Management: The ‘real’ role
  10. 10.  Insiders guide to public information & #socialmedia The PIM role: Right information at the right time
  11. 11.  Insiders guide to public information & #socialmedia The PIM role: Champions the community
  12. 12.  Insiders guide to public information & #socialmedia The PIM role: Ensures an authorative voice
  13. 13.  Insiders guide to public information & #socialmedia The PIM role: Advise & protect the Controller
  14. 14.  Insiders guide to public information & #socialmedia Public Information Management: The structure
  15. 15.  Insiders guide to public information & #socialmedia Public Information Manager Public Information Manager Public Information Manager National Controller Group Controller Local Controller National level Group (Regional) Level Local Level
  16. 16.  Insiders guide to public information & #socialmedia Public Information Manager Media liaison Web & social media Call Centre Internal comms & intranet Admin
  17. 17.  Insiders guide to public information & #socialmedia Public Information Manager NATIONAL CONTROLLER Public Information Manager 2IC Web Manager Political Liaison & VIP Stake- holder Relations (external) Media Manager Intl Media Liaison (3) Media briefing / VIPs (2) Media phone (2) Research (1) Writers (2) Research (2) Media monitor (1) Online Content publisher & social media (3-4) Community Relations Manager Call Centre Manager Marketing Manager Graphic Design (2) Mayor Press Secretary All of Govt Communication Secretary (emails) Customer Service Officers (30) Market/ Comms (2) Cmmnty Advisors (4)
  18. 18.  Insiders guide to public information & #socialmedia rise of social media
  19. 19.  Insiders guide to public information & #socialmedia 96%of New Zealand adults will own a mobile device by the end of 2016.”  Telecommunications Users Association of New Zealand (TUANZ) “
  20. 20.  Insiders guide to public information & #socialmedia Social media: Built for mobile, extends reach
  21. 21.  Insiders guide to public information & #socialmedia Rules of engagement:  use real words, not txt spk  it’s not all about you; comment & converse  take the time to listen
  22. 22.  Insiders guide to public information & #socialmedia Rules of engagement:  give credit where credit is due  be timely, immediacy is key  can’t say anything nice? don’t!  beware personal vs professional
  23. 23.  Insiders guide to public information & #socialmedia During crisis:  be authorative – facts & actions  acknowledge asap, verify later  deal to rumours with #mythbuster  keep it relevant & localised
  24. 24.  Insiders guide to public information & #socialmedia During crisis:  encourage sharing of messages  thank those that help  track event hashtag  use social media mgmt tools
  25. 25.  Insiders guide to public information & #socialmedia The social landscape is emotional. Transparency and authenticity are not emotions.”  Brian Solis - digital analyst, sociologist and futurist “
  26. 26.  Insiders guide to public information & #socialmedia Twitter is #1
  27. 27.  Insiders guide to public information & #socialmedia
  28. 28.  Insiders guide to public information & #socialmedia Facebook #2
  29. 29.  Insiders guide to public information & #socialmedia
  30. 30.  Insiders guide to public information & #socialmedia
  31. 31.  Insiders guide to public information & #socialmedia
  32. 32.  Insiders guide to public information & #socialmedia YouTube #3
  33. 33.  Insiders guide to public information & #socialmedia
  34. 34.  Insiders guide to public information & #socialmedia
  35. 35.  Insiders guide to public information & #socialmedia
  36. 36.  Insiders guide to public information & #socialmedia
  37. 37.  Insiders guide to public information & #socialmedia
  38. 38.  Insiders guide to public information & #socialmedia
  39. 39.  Insiders guide to public information & #socialmedia Instagram #4
  40. 40.  Insiders guide to public information & #socialmedia TradeMe #5
  41. 41.  Insiders guide to public information & #socialmedia social media monitoring news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues planning & intelligence
  42. 42.  Insiders guide to public information & #socialmedia PIM & Social Media: Lessons learned
  43. 43.  Insiders guide to public information & #socialmedia Lesson #1: Set clear goals & objectives
  44. 44.  Insiders guide to public information & #socialmedia Lesson #2: Regular policy reminders
  45. 45.  Insiders guide to public information & #socialmedia Lesson #3: Scale-up fast, BAU continues
  46. 46.  Insiders guide to public information & #socialmedia Lesson #4: Monitor, monitor, respond, monitor
  47. 47.  Insiders guide to public information & #socialmedia Shakey town Christchurch I think you could do with some McDonald’s #eqnz Lesson #5: Avoid spam & sattire
  48. 48.  Insiders guide to public information & #socialmedia Lesson #6: Delegate social media approval
  49. 49.  Insiders guide to public information & #socialmedia Lesson #7: Right channel, right message
  50. 50.  Insiders guide to public information & #socialmedia Lesson #8: Website is still at the heart
  51. 51.  Insiders guide to public information & #socialmedia Lesson #9: Stay visible within EOC
  52. 52.  Insiders guide to public information & #socialmedia Lesson #10: Choose the right hashtag
  53. 53.  Insiders guide to public information & #socialmedia Lesson #11: Google will help if needed
  54. 54.  Insiders guide to public information & #socialmedia Lesson #12: Social media is only one tool
  55. 55.  Insiders guide to public information & #socialmedia Lesson #13: Penguins really do trump cats
  56. 56.  Insiders guide to public information & #socialmedia Communication is the critical thing. If you don’t do it right, you will be judged to have failed, regardless of what else you do with your fire trucks and your response. “ ”Bruce Esplin, former Emergency Services Commissioner for Victoria - Black Saturday bushfire response
  57. 57.  Insiders guide to public information & #socialmedia sums it up nicely
  58. 58.  Insiders guide to public information & #socialmedia Jason Dawson Crisis Management & Communications 021 912 571 j.sdawson@xtra.co.nz linkedin.com/in/jasonmdawson Thank you.“
  59. 59.  Insiders guide to public information & #socialmedia Resources: ↘ Social Media in an Emergency Guide ↘ Hashtag Standards for Emergencies ↘ Facebook Disaster Response Guide algim.org.nz/socialmedia

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