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Social	Media,	Crowd	Sourcing	&	Crisis	Response
Experiences	and	Lessons	Learned
Rajib	Subba,	PhD
Deputy	Inspector	General	of	Police
Director	of	Communication	Directorate
Nepal	Police	Headquarters,	Naxal
Kathmandu,	Nepal
State	of	the	Map	Asia	2017
Kathmandu
The	EQ	Day
• Communication	Directorate	staffs	converged	
at	the	designated	place.
• Established	Comm	Center	asap.
• Communication	had	no	issues	except	in	
Gorkha,	and	Sindhupalchwok.
Radios:
• HF/VHF/UHF
• Digital	Trunking
Phone:
• Mobile,	PSTN	&	Sat	Phones
Information	Systems
Foundational	Backgrounds
DisasterInformational	
Convergence
Personal	
Convergence
Resources	
Convergence
When	a	disaster	strikes,	spontaneous	and	massive	movement	of	people,	
information	and	assets	take	place	toward	the	disaster	site	(Fritz	and	Mathewson,	
1957).
Foundational	Backgrounds
Interactions
Convergence	
Behaviors
Crisis	
Communication	
Practices
Returnees
Anxious
Helpers
Curious
Exploiters
Supporters
Mourners
Detectives
(Fritz	and	Mathewson,	
1957;	Kendra	and	
Witchendorf	2005;	and	
Subba	and	Bui	2010).
Broadcast	Information
Broadcast	Warning
Encourage	Behavior
Appeal	for	Information
Fighting	Rumors
(Ehnis	and	Bunker,	2012	&	2013)
Institutional	
Elements
Institutional	Elements
Scott	(2008)
Expectations,	Profile,	Protocols,	
Mission,	Norms,	Roles,	Jobs	etc
Foundational	Backgrounds
Interplay	between	Physical	and	Cyber	world
EQ	in	Nepal
Anxious	worldwide
Responders	on-line
Responders	on	ground
Rules,	regulations
Adhoc
The	Detectives The	Exploiters
Authorities Online	forums,	
SM	Brigade
Volunteeris
m
Plan	SOPs
Subba	and	Bui,	2010
Nepal	Police	Response	Online
GIS	Mapping
Missing	Persons
Data	and	Infographics Relief	&	Rescue	
Information
Emergency	Numbers
Social	Media	and	Crowd	Sourcing
25th April: First post after the first quake: @4:59
pm “request for information on quake damages.”
SMS service was started on 26th April.
SMS:[Plz	help	us	.	200	people	are	trapped	in	Miteri	bridge	
near	Khasa	boarder	due	to	earthquake.	Old	help.]
4/26/2019 22:34:36
Social Media Project 2013: Consolidation work was quickly mobilized with existing
Facebook page along with newly stared SMS and twitter services
(@NepalPoliceHQ) to minimize the risk as time passes.
1,295,230	people	like	this
455277	followers
SM	for	Response:	Crisis	Convergence	Behaviors
The	Returnees:	
The	Anxious:
Fritz, C. E., & Mathewson, J. H. (1957)
@xxxxxxxxxxxxx	
Area	police	personnel	came	to	our	area	to	assess	the	damages	but	returned	
while	saying	that	this	is	not	their	area	@NepalPoliceHQ	
@nepalpolicehq	Activity	of	Police	#HQ	in	Twitter	is	really	good,	the	Police	
personnel	who	went	back	earlier	returned,	said	that	help	will	come	do	not	
worry,	also	collected	data.	
@nepalpolicehq	while	returning	they	were	grumbling	who	is	the	one	who	
informed	Kathmandu	about	this	trivial	matter.	I	kept	quite	B-)	
The	Helpers
The	Curious:
@xxxxxxxxxx
@nepalpolicehq	How	long	is	the	lake?	Is	village	
submerged?	How	long	is	hazardous	area	from	the	river?	
The	Supporters:
@xxxxxx
Assistance	of	@NepalPoliceHQ	through	social	media	during	crisis	is	a	highly	
appreciable	work.	Lets	thank	together.	Lets	follow	☺
The	Mourners
Kendra, J. and Wachtendorf, T., (2003)
SM	for	Crisis	Response:
Convergence	Behaviors,	Crisis	Communication	Practices	and	Institutional	Elements
Information	on	
Controlling	Exploitation
Communication	exists	between	
EROs	(Police	and	public)	when	
public	expectations	are	
matched	by	ERO’s	obedience	to	
duty.
Institutional	elements	
interacting	with	CBs	&	CCP.
Detective	Behavior
This	bus	has	moved	from	
Pokhara	to	Kathmandu.	It	
charged	Rs	500	extra	for	
every	luggage.	Travelling	fee	
is	extra.	@NepalPoliceHQ	
@NepalPoliceHQ
Based	on	your	
information	the	bus	
with	license#	4519	has	
been	fined	Rs	1000.
EXPECTATION
S
OBDIENCE	TO	DUTY	
Subba	and	Bui,	2017
✓A Facebook SOS message:
✓People stranded due to landslides at Dolakha were rescued
immediately after receiving information via FB messenger.
✓Police Chowki at Boz under Dolakha District Police rescued Ms.
Bhakta Kumari Lama and her team.
Social	Media	Helps	in	Rescue
Experiences		&	Lessons	Learned
Experiences		&	Lessons	Learned	
Take	Action	and	Inform
Make	Ground	Rules	First
Remind	Norms	
repeatedly
Fake	news,	Rumors,	Disambiguous	
info	and	Disruptive	Discussion
• Volcano	eruption
– Asked	to	remove	the	news
• More	severe	earthquakes	are	coming
– People	were	advised	not	to	leave	
their	properties
• Astrological	prediction
– Put	in	custody	and	asked	not	to	post	
any	prediction	that	may	scare	people	
more
• Electronic	Transaction	Act
– Reminded	that	the	handle	is	for	
helping	people.	ETA	discussion	should	
take	elsewhere.
Experiences		&	Lessons	Learned
Flexibility:	Aligned	responses	to	Public	
needs
Missing	Persons
Data	and	Infographics
Experiences		&	Lessons	Learned	
Relay	Information
Anxious	in	
foreign	
countries
Flexibility:	Social	Media	4	Public	Concern
After receiving information from social media users that women and infants were not
getting their daily needs (baby food, diapers etc) Nepal Police mobilized its W&C
Directorate for collection and distribution of relief materials.
Experiences		&	Lessons	Learned
Upon receiving complains of lack of power for charging handheld devices
Mobile Solar Charging stations were established.
Power	Matters:	Mobile	Solar	Charging	
Stations
Experiences		&	Lessons	Learned
Proximity	Matters
This	is	the	team	that	provides	real-time	information	via	@nepalpolicehq.
Experiences		&	Lessons	Learned
Right	To	
Information
Online	Governance
Bridging	the	Gap	
Good	Governance
I	asked	for	help	with	@NepalPoliceHQ.	I	had	no	
expectation	for	a	reply,	but	reply	came.	Proud	that	
right	to	information	has	been	respected.	Thank	U.	
This	@NepalPoliceHQ	handle	should	be	on	even	after	
the	EQ.	This	is	giving	an	impression	of	presence	of	the	
government.	Thank	you	Nepal	Police.	
Lessons	Learned	&	Experiences
Information	Dissemination Nepal	Police’s	most	appreciable	work	
during	this	disaster	is	information	
dissemination	by	social	media.	Thank	
you	@NepalPoliceHQ	#NepalQuake
SAT	Phone
SATCOM	and	Digital	Trunking	with	GPS/Mapping
SATCOM:	Communications	via	satellites	to	transfer	of	data	(voice,	images/maps,	video).
Digital	Trunking	with	GPS	Mapping
Lessons	Learned	&	Experiences
Power
Solar
Adopt	new	technologies	sooner!
Experiences		&	Lessons	Learned	
UAVs
RCS	eLTE
Adopt	new	technologies	sooner!
GIS	for	Crisis	Response:	25	April,	2015	till	14th	May	2015,	17:00	hrs
Source:	Nepal	Police	
Experiences		&	Lessons	Learned
Disaster	Management	Information	System
• Prototype	helps!
• Not	all	high-end	Systems	are	successful!
Experiences		&	Lessons	Learned
Coordination	and	Information	Sharing	Online
Way	Forward!
Disaster	Management	Information	System	
Framework
DRR	Portal
One	Stop	Access
Multi-Disaster	Management	System
Coordination	Among	Stakeholders
Other	Information	Systems
Integration
MIS	Backend
• Documents	&	Photos
• Person	Finder
• Messaging:	SMS	&	Email
• Disaster	Victim	Identification
• Organization	registry
• Logistics	management
Weather/Flood	Info	Sys
Geo	Spatial	Data
DSS
Decision	Support	System
Knowledge	based	Portal
Linkages
Seismic	Data
Nepal	Emergency	Operations	Center
The	Proposed	DMIS	Framework
Conclusions
• Physical-Virtual	Convergence	responses	help.
• Social	Media	could	be	used	as	an	effective	communication	and	
collaboration	platform	between	the	disaster	management	authority	and	
the	general	public,	making	it	easier	for	the	former	to	serve	the	community.
• Aligned	response	with	expectations	for	information	on	the	status	of	road	
situations,	casualties,	landslides,	relief	and	rescue	operations,	contacts	and	
missing	persons,	helped	build	a	collaborative	relationship	between	the	
EM	Organizations	and	the	public.	
• Interaction	Site	like	Twitter	Handle	helped	highlight	the	difference	in	
response	priorities	between	the	police	and	the	general	public,	thus	
allowing	the	former	to	reconsider	and	adapt	its	planning	activities.
• Resilient	Communication	Networks	and	Infrastructure	is	must.	
• Free	access	to	Data	Comm	and	free	Social	Media	access	druing	crisis	
helps.	(Example:	NCell)
Any	Questions?
• Thank	you	☺

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