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Social Media in Times of Crisis
National Conference Series
Hosted by Eidos Institute
4 April 2013, State Library, Brisbane, Australia
How a ‘whole of community’ approach
to using social media in times of crisis
increases its effectiveness
Emergency 2.0 Wiki CEO & Founder Eileen Culleton
Overview
 Background on the Emergency 2.0 Wiki
 What is a “Whole of Community Approach”?
 New York City response to Hurricane Sandy
 Examples from Queensland Floods
 Examples Victoria Bushfires
 Key recommendations
2
Emergency 2.0 Wiki
www.emergency20wiki.org/wiki
3
Vision
To help build resilient communities, empowered with the
knowledge to use social media in emergency
communications.
 Emergency agencies
 Government agencies
 Schools
 Community agencies and non profits
 Business
 Media
 The Public
4
The impetus
5
Where are We?
6
Alliance Partners
7
What is a ‘Whole of Community’
approach?
Emergency services and official agencies engaging with the
community as ‘partners’ in the emergency response:
 Government
 Schools
 Hospitals
 Business
 NGOs
 Community groups
 Media
 The public
8
‘Whole of Community’ approach
 Engaging with the community as partners
 Two way communication
 Integration between agencies
 Engaging digital volunteers
 Asking the community to share information from the
scene
 Business helping business
 Community helping community
9
social media &
mobile devices
+
real-time localised
information
+
community
participation
=
lives saved
10
NYC Response to Hurricane Sandy
“Whole of community” response
11
NYC Response to Hurricane Sandy
Opened up its data to enable emergency maps
to be produced
12
NYC Response to Hurricane Sandy
Crowdmaps empowered the public to share own reports,
photos and videos
13
NYC Response to Hurricane Sandy
Public could sign
up to receive
alerts based on
geographical area
14
NYC Response to Hurricane Sandy
Citizens downloaded emergency apps to receive alerts and
emergency preparation information
Red Cross Hurricane App
FEMA Emergency
Preparedness App
15
NYC Response to Hurricane Sandy
Two way communication using social media
16
NYC Response to Hurricane Sandy
Engaged digital volunteer groups
17
NYC Response to Hurricane Sandy
Red Cross utilised digital operations centre
for two way communications
18
NYC Response to Hurricane Sandy
Schools
 Issued preparedness messages to staff and parents
 Alerted of pending school closures
 Alerted of schools being used as evacuation centres
 Rallied for donations and volunteers
19
NYC Response to Hurricane Sandy
Hospitals
 Alerts for cancelled
outpatients
appointments and
elective surgeries
 Alerts for pending
evacuations
 Updates to patients’
families
 Updates to staff on
reporting for work
20
NYC Response to Hurricane Sandy
Integration between agencies
21
NYC Response to Hurricane Sandy
Business helping Business
22
NYC Response to Hurricane Sandy
Community helping Community
23
QLD Floods
Local Government empowering community
to help community
24
QLD Floods
Local Government empowering community to help
community
25
QLD Floods
 QLD Alert
 One stop shop for live
information
 Twitter and Facebook
feeds
 Official agencies only
26
VIC Bushfires
 Similar to QLD Alert,
Disaster Connect brings
together Twitter and
Facebook feeds of official
agencies
 Also feeds from
community groups
 And feeds from hashtags
#VICFIRES #BUSHFIRES
 Hosted by Green Cross
Australia Harden Up
program
27
VIC Bushfires
Mobile apps to issue alerts and
to empower community to help others
 Ability to share alerts using
Twitter and Facebook
 Upload their own photos
28
Key recommendations
1. Provide Tools and the platforms to help the public help
themselves, each other and emergency services and official
agencies eg emergency apps, crowdmaps
2. Educate the public on how to use social media to help themselves,
each other and emergency services
3. Engage in two way communication – ask the public to help
4. Engage digital volunteers
For a ‘whole of community’ approach to using social
media in times of crisis
29
Together, we can save lives…
Thank You!
Wiki:
http://emergency20wiki.org/wiki
Blog:
http://emergency20wiki.org/
LinkedIn:
Emergency 2.0 Wiki
Twitter:
@emergency20wiki
30
References
•http://emergency20wiki.org/wiki/index.php/Main_Page
 Photo slide 5 via Flicker Kingbob.net
http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/
in/photostream/
 Graphic slide 7 via http://visual.ly/case-emergency-use-social-
media
 Twitter screenshot via Open Gov Blog
http://blog.opengovpartnership.org/2013/01/hurricane-sandy-
open-data-social-media-nyc-rachel-haot/
 All logos and brand references are copyright of their respective
owners
31

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How a whole of community approach to using social media in times of crisis increases its effectiveness

  • 1. Social Media in Times of Crisis National Conference Series Hosted by Eidos Institute 4 April 2013, State Library, Brisbane, Australia How a ‘whole of community’ approach to using social media in times of crisis increases its effectiveness Emergency 2.0 Wiki CEO & Founder Eileen Culleton
  • 2. Overview  Background on the Emergency 2.0 Wiki  What is a “Whole of Community Approach”?  New York City response to Hurricane Sandy  Examples from Queensland Floods  Examples Victoria Bushfires  Key recommendations 2
  • 4. Vision To help build resilient communities, empowered with the knowledge to use social media in emergency communications.  Emergency agencies  Government agencies  Schools  Community agencies and non profits  Business  Media  The Public 4
  • 8. What is a ‘Whole of Community’ approach? Emergency services and official agencies engaging with the community as ‘partners’ in the emergency response:  Government  Schools  Hospitals  Business  NGOs  Community groups  Media  The public 8
  • 9. ‘Whole of Community’ approach  Engaging with the community as partners  Two way communication  Integration between agencies  Engaging digital volunteers  Asking the community to share information from the scene  Business helping business  Community helping community 9
  • 10. social media & mobile devices + real-time localised information + community participation = lives saved 10
  • 11. NYC Response to Hurricane Sandy “Whole of community” response 11
  • 12. NYC Response to Hurricane Sandy Opened up its data to enable emergency maps to be produced 12
  • 13. NYC Response to Hurricane Sandy Crowdmaps empowered the public to share own reports, photos and videos 13
  • 14. NYC Response to Hurricane Sandy Public could sign up to receive alerts based on geographical area 14
  • 15. NYC Response to Hurricane Sandy Citizens downloaded emergency apps to receive alerts and emergency preparation information Red Cross Hurricane App FEMA Emergency Preparedness App 15
  • 16. NYC Response to Hurricane Sandy Two way communication using social media 16
  • 17. NYC Response to Hurricane Sandy Engaged digital volunteer groups 17
  • 18. NYC Response to Hurricane Sandy Red Cross utilised digital operations centre for two way communications 18
  • 19. NYC Response to Hurricane Sandy Schools  Issued preparedness messages to staff and parents  Alerted of pending school closures  Alerted of schools being used as evacuation centres  Rallied for donations and volunteers 19
  • 20. NYC Response to Hurricane Sandy Hospitals  Alerts for cancelled outpatients appointments and elective surgeries  Alerts for pending evacuations  Updates to patients’ families  Updates to staff on reporting for work 20
  • 21. NYC Response to Hurricane Sandy Integration between agencies 21
  • 22. NYC Response to Hurricane Sandy Business helping Business 22
  • 23. NYC Response to Hurricane Sandy Community helping Community 23
  • 24. QLD Floods Local Government empowering community to help community 24
  • 25. QLD Floods Local Government empowering community to help community 25
  • 26. QLD Floods  QLD Alert  One stop shop for live information  Twitter and Facebook feeds  Official agencies only 26
  • 27. VIC Bushfires  Similar to QLD Alert, Disaster Connect brings together Twitter and Facebook feeds of official agencies  Also feeds from community groups  And feeds from hashtags #VICFIRES #BUSHFIRES  Hosted by Green Cross Australia Harden Up program 27
  • 28. VIC Bushfires Mobile apps to issue alerts and to empower community to help others  Ability to share alerts using Twitter and Facebook  Upload their own photos 28
  • 29. Key recommendations 1. Provide Tools and the platforms to help the public help themselves, each other and emergency services and official agencies eg emergency apps, crowdmaps 2. Educate the public on how to use social media to help themselves, each other and emergency services 3. Engage in two way communication – ask the public to help 4. Engage digital volunteers For a ‘whole of community’ approach to using social media in times of crisis 29 Together, we can save lives…
  • 31. References •http://emergency20wiki.org/wiki/index.php/Main_Page  Photo slide 5 via Flicker Kingbob.net http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/ in/photostream/  Graphic slide 7 via http://visual.ly/case-emergency-use-social- media  Twitter screenshot via Open Gov Blog http://blog.opengovpartnership.org/2013/01/hurricane-sandy- open-data-social-media-nyc-rachel-haot/  All logos and brand references are copyright of their respective owners 31