It’s all gone horribly
         wrong
                  Jeremy Speller
    UCL Director of Learning and Media Services
Disaster
communication
  in a crisis
7/7
Jul 07 10:08:02 <Tim>explosion on london
underground. entire network closed!!
Jul 07 10:09:04 <–DavidBailey has quit
(Quit...
How institutions
respond to disasters
Means of
communication
Real world solutions
What now?
Panic!
Don’t panic!
Key staff                         Comms



             Major Incident Plan

The bunker                           ?
Is your team
  involved?
Key staff                          Comms



             Major Incident Plan

The bunker                         Web team
...
o d
F l o
i re
F
c e
       l en
   sti
Pe
do
    na
 or
T
es
      ax
 i c k
P
st s
     ri
   ro
 er
T
ke
         u a
      h q
   r t
E a
Megaphones of informal
   communication
       with apologies to Martin Bean
              http://is.gd/dgAa4
Moodle
 alerts         web




                      email
        UCL
      network
WordPress                         JANET txt

                                                               Shared
       ...
web                             JANET
             hosting




   j.speller@ucl.ac.uk
                         Live@edu
cc...
Other
                             networks



campusM

                Twitter




                          Facebook
   ...
er
 rks




       email      Unreliable data




                  Unreliable data
       Cellular
                  Unre...
Unreliable data
                      Unreliable network
                      Reliable expense

          WordPress      ...
Shared
    services



               Resilient
               bunkers?
Other HEIs
Shared
    services




Other HEIs
So what are we
    doing?
Today
JANET
 web      WordPress
hosting




            Twitter     AudioBoo




            Facebook
Tomorrow   campusM




           Live@edu




           Other HEIs
How institutions
respond to disasters
Means of
communication
Real world solutions
In memoriam
Long-serving staff member Gladys Wundowa
and three UCL alumni – Lee Harris, Miriam
Hyman and Neetu Jain – who ...
Acknowledgements
Photographs:
  flood: http://www.flickr.com/photos/usgeologicalsurvey/2593475733/
  fire: http://www.flickr.c...
It's all gone horribly wrong: disaster communication in a crisis
It's all gone horribly wrong: disaster communication in a crisis
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It's all gone horribly wrong: disaster communication in a crisis

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Presentation given at IWMW10 in Sheffield on 13 July 2010

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It's all gone horribly wrong: disaster communication in a crisis

  1. 1. It’s all gone horribly wrong Jeremy Speller UCL Director of Learning and Media Services
  2. 2. Disaster communication in a crisis
  3. 3. 7/7
  4. 4. Jul 07 10:08:02 <Tim>explosion on london underground. entire network closed!! Jul 07 10:09:04 <–DavidBailey has quit (Quit: CGI:IRC (EOF)) Jul 07 10:10:06 <JeremySpellerUCL>explosion where? Jul 07 10:10:15 <Tim>liverpool street Jul 07 10:10:35 <JeremySpellerUCL>Grief Jul 07 10:10:40 <Tim>metropolitan line, two trains collided, several wounded Jul 07 10:10:58 <Stuart_Steele_Aston>Tthe bbc site is grinding? Jul 07 10:11:02 <JMHarmer>bbc news site not responding – u saw the news report? prrsumably everyone else is trying to now. http://is.gd/dpkeN
  5. 5. How institutions respond to disasters
  6. 6. Means of communication
  7. 7. Real world solutions
  8. 8. What now?
  9. 9. Panic!
  10. 10. Don’t panic!
  11. 11. Key staff Comms Major Incident Plan The bunker ?
  12. 12. Is your team involved?
  13. 13. Key staff Comms Major Incident Plan The bunker Web team = expertise
  14. 14. o d F l o
  15. 15. i re F
  16. 16. c e l en sti Pe
  17. 17. do na or T
  18. 18. es ax i c k P
  19. 19. st s ri ro er T
  20. 20. ke u a h q r t E a
  21. 21. Megaphones of informal communication with apologies to Martin Bean http://is.gd/dgAa4
  22. 22. Moodle alerts web email UCL network
  23. 23. WordPress JANET txt Shared services JANET web JANET hosting Other HEIs Live@edu Other networks campusM email Twitter Facebook Cellular AudioBoo
  24. 24. web JANET hosting j.speller@ucl.ac.uk Live@edu ccaajcs@live.ucl.ac.uk Other networks campusM Twitter
  25. 25. Other networks campusM Twitter Facebook AudioBoo
  26. 26. er rks email Unreliable data Unreliable data Cellular Unreliable network
  27. 27. Unreliable data Unreliable network Reliable expense WordPress JANET txt JANET web JANET hosting
  28. 28. Shared services Resilient bunkers? Other HEIs
  29. 29. Shared services Other HEIs
  30. 30. So what are we doing?
  31. 31. Today JANET web WordPress hosting Twitter AudioBoo Facebook
  32. 32. Tomorrow campusM Live@edu Other HEIs
  33. 33. How institutions respond to disasters
  34. 34. Means of communication
  35. 35. Real world solutions
  36. 36. In memoriam Long-serving staff member Gladys Wundowa and three UCL alumni – Lee Harris, Miriam Hyman and Neetu Jain – who were tragically killed on 7 July 2005 http://is.gd/deUHw
  37. 37. Acknowledgements Photographs: flood: http://www.flickr.com/photos/usgeologicalsurvey/2593475733/ fire: http://www.flickr.com/photos/foreversouls/4803469/ pestilence: http://www.flickr.com/photos/pkmousie/2480214960/ tornado: http://www.flickr.com/photos/indigente/798304/ pickaxes: http://www.flickr.com/photos/leecohen/404904828/ on tube train: http://www.flickr.com/photos/anniemole/28565399/in/pool-bomb terrorists: http://www.flickr.com/photos/antarcticlemur/24410232/in/pool-bomb earthquake: http://www.flickr.com/photos/aidg/4323575087/ megaphone on car: http://www.flickr.com/photos/stignygaard/450640129/ megaphone: http://www.flickr.com/photos/larimdame/2575986601/ Map: Higher Education Map © University of Wolverhampton Theme image, buttons and hearts: jumsoft.com

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