Crisis communications
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This document discusses Kitsap County Emergency Management's use of social media for crisis communication. It outlines the virtual communication system used to directly inform the public through websites, Twitter, and Facebook. During the Japanese earthquake and tsunami, gas leak, and Valentine's Day storm, KCEMD continuously updated the public on unfolding events using social media to assist with managing misinformation. The document also reviews KCEMD's social media strategy and policies, and compares using Facebook as a personal page versus a business page.
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Crisis communications
- 1. Crisis Communication Susan May, Public Information Officer Kitsap County Emergency Management
- 2. Virtual Communication System Web based Speedy Directly to public Automatically populates Website Twitter Facebook S Y S T E M
- 3. Kitsap County Social Media Strategy and Policies (April 2010) What is it? Why do it? Some history What is out there? The “5” levels of engagement Policy Authorization Comment and Use Disclaimers Record retention
- 4. The KCDEM Twitter Page Used to update the community on current events and upcoming exercises Used to follow updates from other local, state and federal organizations
- 5. The KCDEM Facebook Page
- 6. Japanese Earthquake and Tsunami KCDEM staffer logged on to the Facebook page and posted updates from home before leaving for work Issued phone numbers to public about finding information on loved ones Continuously updated public on unfolding events in order to assist in managing mis-information
- 7. July 20, 2011 Gas Leak Forces Road Closures and Evacuations KCDEM posted road closure and evacuation information within 20 minutes of the leak being reported Continuous updates were posted throughout the event KCDEM marked the roads on Google Earth and posted the picture of closed roads to avoid confusion
- 8. Valentines Day Storm KCDEM Duty Officer updates public from home and was able to “chat” with community Gathered information from Facebook friends on power outages and damage
- 9. KCDEM Uses Social Media to Advise the Public About Exercises
- 11. Monthly active users 109 percentWe had more than 691,000 views, an increase of 61 percent with post feedback up 176 percent
- 14. Tough to get the name you want! Are we Emergency Management, Kitsap Democrats, Kitsap Demolition?
- 16. Questions?
Editor's Notes
- We all have our standard, conventional ways of doing business. As we jump into the technology future we have expanded to a more web based way of doing PI business. A bonus is that besides sending the usual suspects our press releases photos etc. We can now have them automatically posted to our website, our twitter page and our Facebook page. This enhances our exposure 10 fold while still maintaining our conventional mailing lists to the media both local and regional.News writers are on our subscriber list so they get the messages instantaneously.
- Listen, Brand, Broadcast, Promote, EngageWho can use it whenWhat can we use it for and when for what reasons we can’t use it (political statements)
- This is our twitter page. It is not used as much as Facebook probably because we have not built up the followers as much as we have on Facebook. We are following just a few folks but you can see that the FEMA site consistently tweets and for us right now overwhelms the page.
- This is our Facebook page. We have well over 200 friends on this form of social media. Yes, you may have noticed that I said friends, not fans. I shall elaborate on the topic in a couple of slides. This is where we have been most successful in our social media program. Being linked to the newspaper sometimes we find out about stuff that is going on too.
- Even if information is repeated in several locations, we are and will continue to inform folks of what is going on who may not be near a radio or TV or newspaper.
- Not all our duty officers feel comfortable doing this, unfortunately.
- This is the majority of our use. Tips throughout the year, occasional watch outs, drills, exercises etc.
- FURLOUGH:Not only were we dealing with our work forces’ comings and goings in Japan and the ship’s avail, but also were hit (as were all of you) with the communication challenges associated with the potential government shutdown. Along with our internal communication tools, Facebook and our website were again a means to communicate with personnel without NMCI computers (4,500+); our work force TDY and overseas; and family members who were already stressed with the events in Japan.Leading up to the approval to release information, we were answering questions with what information we could use (not much) that were coming in on Facebook. This at least let people know we would get them information as soon as we received somethingPosted updates from Captain WhitneyPosted Fact Sheets provided by NAVSEAUsed the Discussions tab on Facebook to collect and update information on FAQs as they came in We reached out to our employees to let them know if they had questions to post and we would work on getting an answer