Heather Blanchard, Co Founder of CrisisCommons presents Social Media in Disasters to CMIS 2011 hosted by the Asia Pacific Civil-Military Centre for Excellence in Sydney, Australia on November 9, 2011

1. Understanding Social Media as a Communications Tool
in the Aftermath of Disasters
Civil-Military Interaction Seminar 2011
Asia Pacific Civil-Military Centre for Excellence
Sydney, Australia
November 9, 2011
Heather Blanchard
Co Founder, CrisisCommons
www.crisiscommons.org
heather@crisiscommons.org
Twitter/Skype: @poplifegirl

2. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Alternative Title
Social Media:
Why Should You Care?
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3. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Daily Affirmations
• I like to learn
• I share my knowledge, skills and resources
• I can collaborate with people I don’t know
• I think new ideas are cool
• Failure is okay, as long as I learn from it
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4. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Transformation of
Society Impacts
Your Mission and
Operations.
http://dcist.com/2011/09/silence.php
"I'd rather be slow and right than fast and wrong."
"Social media is for parties. We ain't givin' parties."
- Lon Wells, Washington DC Fire Department Director of Communications
“Most importantly, social media is imperative to emergency management because the public uses these communication tools
regularly. Rather than trying to convince the public to adjust to the way we at FEMA communicate, we must adapt to the way
the public communicates by leveraging the tools that people use on a daily basis. We must use social media tools
to more fully engage the public as a critical partner in our efforts.” – FEMA Administrator W. Craig Fugate
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5. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Crisis Crowd &
The Digital Humanitarian
Affiliated Response Digital Response
http://radar.oreilly.com/2011/08/app-contests-sustainability-usability.html
http://redcrossla.org/blog/station-fire-evacuation-shelters/
http://www.lanl.gov/news/stories/volunteer_facebook_page.html
http://www.thng.in.th/en/2010/10/citizen-bird-crisis-camp/
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6. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
People are http://twitpic.com/3009ap
Convening
http://www.bangkokpost.com/tech/computer/203384/social-networks-prove-invaluable-in-time-of-crisis
http://twitpic.com/2zq0qx
http://mapvisage.appspot.com/static/floodmap/map.html#center=-43.502070420716386,172.5&zoom=9&layers=christchurchpower,1,3,11,17,18,19,20
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7. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
People are
Problem Solving
http://www.youtube.com/watch?v=KzeRQDdPA1U&feature=relmfu
http://www.youtube.com/watch?v=qRWCz9E6qg4&feature=relmfu
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8. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
People are
Building Tools
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9. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
People are
Creating Data
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10. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
http://textontechs.com/tag/crisismappers/
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11. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
The Reality
• People on the ground are the best source of
information in a crisis
• People are self organizing to provide
assistance to each other
• People have skills, knowledge and resources to
support which can be utilized to support your mission
• Agencies/organizations can’t hire and train all of
the skills and people needed during crisis events
• It’s happening now - with or without you
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12. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
The Reality
• Digital humanitarians (most likely) aren’t going to
volunteer their time and data to military
institutions.
• Digital humanitarians won’t (most likely) operate in
or on military information systems.
• Military systems need to support ecosystems
and not try to own it or lead it.
• Open data provides the pool from where
anyone can fish. Nobody should own or manage
that pool.
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13. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Philosophical Choices
Tolerance for Risk Low Tolerance for Risk
Social Media is Information
Public as a Partner Public as a Liability
Choice to Restrict
Choice of Open
Information Can be Turned Into Data
Choice to Share Choice to Hold
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14. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Influences on Philosophy
• Trust Systems, Affiliated Networks
• Command and Control Perspectives
• Collaboration Culture
• Practitioner Culture
• Competition
We don’t have technology problems,
we have people problems.
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15. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
What We Learned
Official/Affiliated Response Sources Public Sources
Existing Data
Population - Boundaries - Hydrology - Hypsography - Transportation/Roads - Social Capital
Before Crisis Community Indicators Before Crisis
After Crisis Power - Telecommunications - Weather - Alternative Access to Internet - After Crisis
Food - Fuel - Shelter - Transportation - Health Care
Crisis Specific
Self-Directed Public Safety Reporting - Hazard Identification -
Service Disruption Identifier - Public Sentiment - Status Sharing - Resource Management
Need for Data Preparedness
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16. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Word Cloud of the U.S. National Response Framework
Policy Lags Behind
The word “data” is referred to once in the entire core document.
However, the word “information” is referred to more than 100 times.
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17. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Halfway and I haven’t said
Twitter or Facebook yet.
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18. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Civ-Mil Context
• Push of Information for Public Safety - Media
• Correction of Mis-Information - Media
• Pull of Information for Situational Awareness -
Operations
• Data Coordination & Analysis - Operations
• Problem Solving - Operations
• Offer/Resource Management - Operations
• Out of Theater Surge Capacity - Operations
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19. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
What You Can Do!
Yes, Right Now.
The Zero Dollar
Social Media Starter Kit
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20. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Assumptions
• Beyond the Should Question
• Interested and Open to Engagement
• Failure is Okay; Experiential Learning Focus
• Inclusionary - Whole of Community
• Tools Aren’t Blocked
• Ready Engage in Partnerships
• You have access to the Internet & SMS
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21. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Capacity: People
Listen. Discuss. Tinker. Repeat.
• Within: Listen and empower your people
• Within: Convene and discuss needs, opportunities
• External: Identify expertise in the practice area,
organization and/or community
• Experiment: Learn by doing, document and share
(i.e. teach by mentoring)
• Execute: Create a three month approach
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22. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
#SMEM Initiative
• Need for Resources
(Infrastructure, People)
• Policy and Guidance (Legal,
Technical)
• Engagement and Community
Building (Steady State)
• Demonstrate Value and Reliability
to Others (ROI)
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23. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Capacity: Material
Leverage What You Have Available
• You and Your CIO = BFF
• What kind of Enterprise systems are
available?
• Operate beyond firewalls
• Continuous evaluation and improvement of
tools based on need and experience
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24. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Capacity: Org Structure
Office of Technology
Innovation, Operations FEMA Administrator
and Adoption
Liaison Innovation Lab Operations Plans & Policy Training and Education
DHS/FEMA Practice Areas Quick Response Support Data Standards Practitioner Professional Training
DHS/FEMA Region Tech Liaisons (10) Independent Tool Evaluation Information/Data Requirements
Liaison and Support to EMI
Practitioner Communities Open Source Software Collaboration Technology Cluster Coordination International Standards Collaboration
Open Source Licensing Liaison to HS/EM/PH Education Programs
Federal Interagency Data Interchange Protocol
Visualization Product Development Liaison to FEMA CIO Public Digital Preparedness
Private Sector Critical Information Requirements
Cybersecurity Revision of Doctrine, Policy based
Volunteer Technology Communities Imagery & GIS Utility
After Action Prototyping on Emerging Technologies
Liaison to Cybersecurity
Liaison with Federal, Legal and Ethics Advisement
Exercises
Academic and
Private Sector R&D
Research Agenda Tech Cluster Lead
(NRCC) - Direct
Report to the NRCC
Lead
Cluster Function Areas - Build Knowledge Systems
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25. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Office of Technology
Innovation, Operations
and Adoption
Need for a New
Office at FEMA
Direct Report
to the FEMA
Administrator
Coordination Across
All of FEMA &
Interagency
Coordinator
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26. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Incorporation into the Field
through the Joint Field Office
Tech Cluster Support
Tech Cluster Lead Tech Cluster
Liaison
(JFO) - Direct Report
to the FCO
Tech Cluster Support Tech Cluster Support Tech Cluster Support
Source: Based on the Critical Infrastructure and Key Resources Annex Guide:
http://www.fema.gov/pdf/emergency/nrf/nrf-support-cikr.pdf
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27. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Incorporation of a Cluster Based Approach
Scaleable for any Operations Center
Operations Center Lead
(NRCC)
Technology Cluster Lead (RRCC)
(JFO)
(State EOC)
(Local EOC)
Liaison Innovation Lab Operations Plans & Policy
Pre-scripted Mission Assignment for Coordination of Technology-based Liaison to Plans - Incident Action Planning
Internal - Representation from across
Visualization & Imagery Support Mission Assignments Privacy, Legal and Ethics
Interagency, ESF Functions, Support for
Imagery Processing Information/Data Requirements
Ops, Planning, JIC
Mobile Processing Technology Cluster Coordination
External: Private Sector and Volunteer
Temporary Data Storage Data Interchange Protocol
Technology Communities
Data Collection Critical Information Requirements
Technology Incident Communications and
Resource Coordination Imagery & GIS Utility
Coordination LIne (TICCL)
Liaison to Cybersecurity
Provision of requirements from
Open Data (Social Media) Coordination
Operations to External
Staff Support for Tech
Desk in Operations
Center
Source: Page 29 http://www.slideshare.net/poplifegirl/arc-08-12-10-final-short
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28. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Example Engagement Opportunity
Technology Cluster Liaison
Collaboration with Volunteer Technology Communities
Technology resources are
coordinated together. External communities able to
create productive and useful
Technology cluster lead reports products based on response
directly to Operations Center agency requirements.
leadership.
Pre-identification of coordination
Cluster ability to provide resources such as a local
requirements and problem University or co-working space
definitions to external where communities can gather to
communities for data curation work on common projects and
and visualization. response agency requirements.
Scalable - Leverages Existing Resources
Compasses Virtual and Volunteer Communities to Productive Use
First proposed at the American Red Cross Crisis Data Summit on August 10, 2010
http://www.slideshare.net/poplifegirl/arc-08-12-10-final-short
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29. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Capacity: Money
Within Your Reach Wishlist
• People: Re-prioritize time • Full time support
• People: Develop partnerships, • Equipment
influence engagement
• Deep training, 360 mentorship
• People: Connect to best practices,
• Dedicated collaboration space
practitioner communities
• Facilities: Provide space for • Standards development
collaboration (online & in-person)
• Systems development
• Business Case: Create return on
• Travel/Deployment
investment for your mission
• Reputation: Attract in-kind assistance
• Independent Evaluation
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30. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Capacity: Time
Within Your Reach Wishlist
• Leadership: Allow staff to • Full time support with growth
spend time on this.
• Deep training, 360 mentorship
• Mission Focused: Prioritize
based on critical function • Three month ramp up time
areas, tie to mission goals
• After Action Reporting
• Enhanced Communications:
Leverage volunteer capability • Continuous Improvement
& capacity Priorities
• Get everyone involved: • External sharing mandate
Percentage of time to this
space. • Travel/Deployment
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31. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Policy Recommendations
• Resource: Provide Full Time Resources
• Connect: Change Incident Management
Policy to Include Ad Hoc Communities
• Affiliate: Allow Communities to Leverage
Volunteer Liability Waivers
• Compass Effort: Develop Pre-Scripted
Mission Assignments
• Exercise: Allow for inclusive participation
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32. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Risk of Inaction
• Poor decision making & mismanagement of resources due to
lack of situational awareness
• Loss of message and trust of the public
• Lack of confidence and trust in government capability and
capacity
• Self organized efforts hinder official response/recovery
efforts
• Disruption of commodity supply change management
• Limited license to operate of non-local personnel
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33. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
#Wishlist
• Whole of Community Policy Development
• Technology After Action Reporting
• Trained, Multidisciplinary Crisis Action
Teams
• Innovation Space with Technology
Operations Center
• Opportunities for Entrepreneurs
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34. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Four Key Points
• Communications methods are here to stay
• Connect & Leverage digital humanitarian
skills, networks and capabilities
• Focus on Operations
• Open Data is the discussion, not Social
Media
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35. Understanding Social Media as a Communications Tool in the Aftermath of Disasters CMIS 2011 - November 9, 2011
Heather Blanchard
Co Founder
CrisisCommons
heather@crisiscommons.org
703.593.3823
twitter/skype: poplifegirl
www.facebook.com/heather.blanchard
www.linkedin.com/in/hblancha
Thanks!
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