Social Media Management in Crisis CommunicationDavid Vicent
Presentation from David VIcent, Relational Marketeer about the main importance nowadays of social media in crisis Communication. UNWTO Themis Capacity programme, North Africa and Middle East Countries.
During an emergency, it’s imperative that those within your
organization know how to communicate effectively. This need to
communicate has led to increasing use of Social Media platforms during recent
disasters across the globe. Join host Agility Recovery during this
webinar to learn the steps and best practices for developing your
organization’s strategy for Crisis Communications utilizing Social Media.
During this session, we will welcome noted experts who will address the
evolution of Social Media and its use in crisis situations. They
will share best practices and simple steps any organization can take to bolster
their Crisis Communications plan to include Social Media as a central element.
Social Listening in Practice: Reputation & Crisis MonitoringBrandwatch
Every organization, regardless of size, will encounter a crisis at some point. Thankfully, not every organization will have to deal with one involving serious loss of life or injury. But every organization will encounter reputation issues with differing degrees of severity and impact.
But no matter what the size of your business, the principles and processes for effective crisis communications in the social media age are the same.
Our new guide outlines best practices for detecting and responding to a crisis, while also exploring:
- What reputation monitoring actually means
- How to identify a crisis, intelligently assess the damage, escalate and respond
- Real-world crisis case studies from Boeing, the Beverly Hills Hotel, United Airlines, Marriott Hotel & Walmart/ASDA
GTSC's National Preparedness Month Symposium
Presentation: How Can We Leverage Technology to Improve Performance: Social Media in Emergency Management
Presenter: Todd Jasper, Director of Homeland Security & Emergency Management, Man-Machine Systems Assessment (MSA)
Description: Technological advances are allowing FEMA to integrate people, processes and information better than ever before. Social media apps and tools are transforming the way people communicate before, during and after a disaster. These technologies afford FEMA unique opportunities to analyze and crowd share data, communicate alerts and information about disasters and increase FEMA's situational awareness on the ground faster and more efficiently.
COURSEWARE: Social Media and PR Crisis CommunicationLaurel Papworth
A practical workbook to introduce you to a range of Social Media Tools to help manage crisis communications in Public Relations. With extensive case studies and exercises the tools covered include blogs, Twitter, Facebook, widgets, virtual worlds, social bookmarking and tagging.
Social Media Management in Crisis CommunicationDavid Vicent
Presentation from David VIcent, Relational Marketeer about the main importance nowadays of social media in crisis Communication. UNWTO Themis Capacity programme, North Africa and Middle East Countries.
During an emergency, it’s imperative that those within your
organization know how to communicate effectively. This need to
communicate has led to increasing use of Social Media platforms during recent
disasters across the globe. Join host Agility Recovery during this
webinar to learn the steps and best practices for developing your
organization’s strategy for Crisis Communications utilizing Social Media.
During this session, we will welcome noted experts who will address the
evolution of Social Media and its use in crisis situations. They
will share best practices and simple steps any organization can take to bolster
their Crisis Communications plan to include Social Media as a central element.
Social Listening in Practice: Reputation & Crisis MonitoringBrandwatch
Every organization, regardless of size, will encounter a crisis at some point. Thankfully, not every organization will have to deal with one involving serious loss of life or injury. But every organization will encounter reputation issues with differing degrees of severity and impact.
But no matter what the size of your business, the principles and processes for effective crisis communications in the social media age are the same.
Our new guide outlines best practices for detecting and responding to a crisis, while also exploring:
- What reputation monitoring actually means
- How to identify a crisis, intelligently assess the damage, escalate and respond
- Real-world crisis case studies from Boeing, the Beverly Hills Hotel, United Airlines, Marriott Hotel & Walmart/ASDA
GTSC's National Preparedness Month Symposium
Presentation: How Can We Leverage Technology to Improve Performance: Social Media in Emergency Management
Presenter: Todd Jasper, Director of Homeland Security & Emergency Management, Man-Machine Systems Assessment (MSA)
Description: Technological advances are allowing FEMA to integrate people, processes and information better than ever before. Social media apps and tools are transforming the way people communicate before, during and after a disaster. These technologies afford FEMA unique opportunities to analyze and crowd share data, communicate alerts and information about disasters and increase FEMA's situational awareness on the ground faster and more efficiently.
COURSEWARE: Social Media and PR Crisis CommunicationLaurel Papworth
A practical workbook to introduce you to a range of Social Media Tools to help manage crisis communications in Public Relations. With extensive case studies and exercises the tools covered include blogs, Twitter, Facebook, widgets, virtual worlds, social bookmarking and tagging.
Emergency Management in the age of social convergencePatrice Cloutier
Conference on social media use in emergency management given at the Social Media in Government Conference on Oct. 3, 2011 for the Conference Board of Canada.
Web 2.0 Technology Building Situational Awareness: Free and Open Source Too...Connie White
covers ways to use web apps, smart phones and free disaster management software like Sahana Eden, which offer agencies free and open source tools to customize and build situational awareness for their own agency or organizational needs.
Diverse Social Media Networks in Public Safety PowerPoint for CCHE 590Nicholas Tancredi
PowerPoint on how social media is used in various Public Safety agencies, including the fact of how it can bridge the communication gap that has been occurring lately.
How To Use Social Media In Emergency Response ManagementNatalie Sisson
The aim of this workshop presentation is to provide you with the know-how
necessary when the next crisis occurs, specifically:
Getting to grips with Twitter and Facebook
What should you be using these tools for?
How do you influence chatter?
What are the tools for emergency management to understand “chatter”
8 core areas of SMER Planning
How Government Agencies Can (and Have) Use Social Media to Get the Public to ...2pinz
Read this presentation to learn:
- Role of government agencies and social media
- Short-term ways to benefit from social media
- Long-term way to get the public to TAKE ACTION
- Real-world examples of what did and didn’t work
- Key to success with social media
Social Media Tools for Disasters presentation given at the Hawaii Emergency Preparedness & Homeland Security Workshop on Oct. 22, 2013. It was part of panel on Media Behind the Scenes.
Putting Social Media to Good Use in Government CommunicationsLee Aase
My presentation to the Minnesota Association of Government Communicators on applications of social media in government, delivered in St. Paul, Minnesota on November 19, 2009.
Using Social Sites to Engage Audiences About Pandemic Flu / Forum One Web Exe...Forum One
A Web Executive Seminar presentation describing how a government agency used a leadership blog and online communities to build awareness around pandemic flu and avian flu. The discussion includes tips on conducting research and measuring campaign success. The presentation was made by by Qui Diaz, a digital strategist at the 360° Digital Influence practice of Ogilvy Public Relations Worldwide and Stephanie Marshall, Director of Pandemic Communications at the Office of the Secretary, U.S. Department of Health and Human Services. The two presenters spoke at Forum One Communication's Web Executive Seminar on February 26, 2008. Learn more at:
http://www.forumone.com/content/calendar/detail/2682. Contact Chris Wolz / cwolz@ForumOne.com.
A presentation of new vs. traditional media, how they integrate, how new media integrates with other platforms (for example facebook and Youtube) and how to leverage it all for greater visibility, better client/prospect engagement and as an overall marketing initiative. To get details, feel free to visit us on our Facebook page and ask questions! http://www.facebook.com/talkingfinger
Emergency Management in the age of social convergencePatrice Cloutier
Conference on social media use in emergency management given at the Social Media in Government Conference on Oct. 3, 2011 for the Conference Board of Canada.
Web 2.0 Technology Building Situational Awareness: Free and Open Source Too...Connie White
covers ways to use web apps, smart phones and free disaster management software like Sahana Eden, which offer agencies free and open source tools to customize and build situational awareness for their own agency or organizational needs.
Diverse Social Media Networks in Public Safety PowerPoint for CCHE 590Nicholas Tancredi
PowerPoint on how social media is used in various Public Safety agencies, including the fact of how it can bridge the communication gap that has been occurring lately.
How To Use Social Media In Emergency Response ManagementNatalie Sisson
The aim of this workshop presentation is to provide you with the know-how
necessary when the next crisis occurs, specifically:
Getting to grips with Twitter and Facebook
What should you be using these tools for?
How do you influence chatter?
What are the tools for emergency management to understand “chatter”
8 core areas of SMER Planning
How Government Agencies Can (and Have) Use Social Media to Get the Public to ...2pinz
Read this presentation to learn:
- Role of government agencies and social media
- Short-term ways to benefit from social media
- Long-term way to get the public to TAKE ACTION
- Real-world examples of what did and didn’t work
- Key to success with social media
Social Media Tools for Disasters presentation given at the Hawaii Emergency Preparedness & Homeland Security Workshop on Oct. 22, 2013. It was part of panel on Media Behind the Scenes.
Putting Social Media to Good Use in Government CommunicationsLee Aase
My presentation to the Minnesota Association of Government Communicators on applications of social media in government, delivered in St. Paul, Minnesota on November 19, 2009.
Using Social Sites to Engage Audiences About Pandemic Flu / Forum One Web Exe...Forum One
A Web Executive Seminar presentation describing how a government agency used a leadership blog and online communities to build awareness around pandemic flu and avian flu. The discussion includes tips on conducting research and measuring campaign success. The presentation was made by by Qui Diaz, a digital strategist at the 360° Digital Influence practice of Ogilvy Public Relations Worldwide and Stephanie Marshall, Director of Pandemic Communications at the Office of the Secretary, U.S. Department of Health and Human Services. The two presenters spoke at Forum One Communication's Web Executive Seminar on February 26, 2008. Learn more at:
http://www.forumone.com/content/calendar/detail/2682. Contact Chris Wolz / cwolz@ForumOne.com.
A presentation of new vs. traditional media, how they integrate, how new media integrates with other platforms (for example facebook and Youtube) and how to leverage it all for greater visibility, better client/prospect engagement and as an overall marketing initiative. To get details, feel free to visit us on our Facebook page and ask questions! http://www.facebook.com/talkingfinger
Social media Marketing Presentation by vaibhavjainVaibhav Jain
This is a Social media Presentation made by me a few months ago with a few Basics inside the PPT. Hope it Helps you to Grow your business. the Images used here are From Search Engine's and i hereby do not Claim to be the owner of the same. This PPT is in the interest of People and the content is wholly Written by me(@followvaibhav).
Social Media, Crisis Communication and Emergency Management: Leveraging Web 2...Connie White
Detailing guidelines and safe practices for using social media across a range of emergency management applications‚ Social Media, Crisis Communication, and Emergency Management: Leveraging Web 2.0 Technologies supplies cutting-edge methods to help you inform the public‚ reduce information overload‚ and ultimately‚ save more lives.
Introduces collaborative mapping tools that can be customized to your needs
Explores free and open-source disaster management systems‚ such as Sahana and Ushahidi
Covers freely available social media technologies—including Facebook‚ Twitter‚ and YouTube
Social media is a fast and effective way to do much as the ter.docxsamuel699872
Social media is a fast and effective way to do much as the term suggests—connect socially with
friends, family, and colleagues and share items of interest. These items include fun or significant
events with photos and captions, posted or re-posted reports of events, and the authors’ ideas
and feelings. As computer systems became more mobile via cellphones and tablets, making
desktop or laptop computers quaint in some ways, it became clear that social media was not a
fast-fading communications fad. Some users are continuously signed in to their favorite social
media outlet, checking on feeds and posting or replying throughout the day and late into the
night. This level of attention far exceeds that given to print newspapers of earlier decades.
Social media is also an important aspect of crisis discourse and organizational crisis
communications. Social Media as a New Entry to Public Discourse and Mainstream Media
Social media has had an unprecedented effect on the preexisting public communications
structures of face-to-face, mainstream media, e-mail, and Internet websites. It has captured
people’s time and attention that used to be focused elsewhere, including on other, older media
sources. Social media is fun and easy to use once a new user becomes familiar with the
website. Once users proceed to regularly check in and participate in social media with others,
they begin to stay connected with friends and family with a speed and quality that people have
not experienced before. Just 15 years ago, we did not share photos, memes, and videos as we
do now. Internet connectivity ensures that any of these items—including news—can be sent
rapidly and spread in several orders of magnitude, which is why we refer to some of these items
as “going viral.” Compare this dynamic to earlier practices that are still observed, such as
reading a newspaper daily, reading a news magazine weekly, listening to the radio while driving,
or watching television in the evening. Mainstream media continues to function, but it does so in
an environment influenced by social media. Even online versions of periodicals have not kept
popular attention from grasping and adopting social media in significant numbers. Accepting this
new reality, senior executives of most periodicals have joined the trend and established social
media pages and accounts. There may be some inevitable inequities among different brands of
social media, but often, the differences are in how each brand is used and who sees others’
posts. Subscribers’ pages on Facebook are highly capable; a user can upload videos, photos,
and posts. Twitter tweets are limited in size but can contain a powerful, concise, and memorable
remark that can be published there. Limited social media accounts can be set up for
neighborhoods, business associations, and internally within organizations. An implied job
description for spokespeople is to know the up-to-the-minute world of social media, includin.
Social Media: Strategic Shift or Tactical Tool?craig lefebvre
Overview of social and mobile media with an emphasis on how the communication paradigm we use has to change to use them most effectively. This version was presented in the course "Pass It On – Health Communication and Marketing in a New Age" and Institute 2010 on 4 October 2010 in Atlanta GA. It is based on an earlier version presented at the International Nonprofit and Social Marketing Conference in Brisbane, Australia in July 2010.
2. INTRODUCTION
Social media which first began as a
mode through which people may
communicate with others, has now
evolved to a critical element in crisis and
emergency response.
WHY SO?
This is because Social media allows
information to be transmitted on a global
scale, reaching millions around the world
within a fraction of a minute.
This document would discuss social
media comparison, tools, practices,
guidelines and recommendations for
NAVGAS in addressing crisis, and
communicating during crisis.
3. 10 RELEVANT COMPARISONS WITH TRADITIONAL MEDIA
From data gained from research, below are 10 vital comparisons between social
media and traditional media in communicating crisis;
Social Media Traditional Media
Internet and mobile-based form of
communication (social networks,
blogs etc.)
Traditional form of communication
(Newspaper, Television, etc.)
Engaging audience Informing audience
Unstructured sharing of information Structured sharing of information
Dialogue communication Monologue communication
Quick and instant information
dissemination
Bound to fixed schedules, press deadlines
Decentralized information
distribution process
Centralized information distribution
process
Talking to customers Talking at customers
Practical, easy and inexpensive Unpractical, complicated and expensive
Fosters citizen journalism No public involvement
Trustworthy and transparent Speculates and lacks transparency
4. SOCIAL MEDIA TOOLS
Type Examples Use in Crisis communication
Social
Networking
Facebook, Myspace,
Google +, LinkedIn
Enhance coordination among volunteers and emergency
services, allow to share information inside a community,
provide swift update on emergency situation, etc.
Blogs WordPress, Blogger,
Tumblr
Convey Recommendations, warnings, share facts etc.
Micro-
blogging
Twitter Allows organization to have immediate information sharing
with a wide reach and feedback possibilities
Content
sharing
Instagram, YouTube,
Flickr, Picasa
Enhance situational awareness in real time through exchange
of pictures and videos, allow emergency services to easily
launch viral campaigns about risks, can help identify missing
individuals, victims, etc.
Questions
and Answers
Facebook Q&A,
Yahoo Forums
Enhance dialogs between victims and emergency services
Below is a table of diverse types of social media tools available to
organizations in crisis communication;
Social media tools are used to engage customers, verify and counter
allegations and be a 24/7 spot for stakeholders
5. SOCIAL MEDIA PRACTICES IN CRISIS
COMMUNICATION
Raise public
awareness about
crisis
Surveillance,
situation analysis
and awareness
Improve
preparedness
Provide information
and warning
Manage
reputational
effects
Build trust
Enhance recovery
management
“It is important to
decide when an
organization starts to
use social media
what goals are
identified as priority”
NAVGAS
SOCIAL
MEDIA
Depending on THE
GOALS, THE AUDIENCE
and THE CONTENT, the
social media tool to
be used will differ
6. SOCIAL MEDIA GUIDELINES IN CRISIS
COMMUNICATION
This slide presents a grid of guidelines/tools on how organizations can use the
social media beyond an ad hoc approach towards a more strategic and
empowered approach;
1. Situation awareness tool; The social media manager can provide daily social
media update on ongoing crisis, or conduct weekly analysis of trends.
2. Two way communication and platforms for dynamic interaction; Social media
can ultimately be used as dynamic interaction platforms, mobilized for two
way communication during crisis situation. Using two way communication
tools also means it is possible to know if the message has reached the
recipient or not, but in addition it allows the sender to know quickly if the
recipient could understand it.
The following slides show sample checklists for the above tools and a generic
social media guideline checklist for crisis communication;
7. 1. Checklist for Situation awareness use of social media
Yes No
Do you have a list of blogs, Facebook pages, and Twitter
accounts of people who follow risks and crisis and who could
help you gather information from the communities? Do you
follow specific hash tags?
Does your organization regularly monitor social media for
situational awareness? (Every hour? Day? Week?)
Do you use metrics to monitor the number of visits on emergency
services Web pages, social media pages so as to grasp a trend
towards one particular focus on a given risk or crisis?
Do you build methodology or tools to monitor the flow of
information exchanged via social media on the internet?
Do you encourage citizens to report during crisis using a social
media(twitter, blog)?
Do you train your staff to the use of social media as situational
awareness tool?
Does your organization have the necessary human skills to use
social media to conduct situational awareness?
Do you integrate social media in emergency exercises?
Do you use crisis mapping based on crowd sourced social media
data?
Do you have a partnership agreement with a volunteer
technology community in case of a major emergency?
8. 2. Checklist for two way use of social media
Yes No
Can your organization receive and react to public input via social media?
Does your organization update regularly the Question and answer page of your
website?
Do you have a forum where you can exchange in real time with the population in
case of emergency?
Do you initiate online conversation and exchange with your audience through
social
media?
Do you encourage feedback provision on your social media communication?
Does your organization participate on others ‘social media to encourage
exchanges? Does your organization join in relevant online conversation?
Can people use social media to identify as a survivor?
Can people use social media to request assistance?
Do you use GIS as a dialog tool enhancing the mapping of the disaster?
Do you implement online interactive risk awareness campaign (interactive games,
etc.)
Do you integrate the different social media platforms you use with each other?
Do you have partnerships for sharing methods of two ways communication (with
private sectors, etc.)?
9. Generic social media guidelines (to be addressed by Social media manager)
A social media glossary Explain the wording used in social media and the
technical terms related to social media platforms (e.g.
crowd-sourcing, etc.)
A rule for private and public use of social media Provide fundamental norms about how to communicate
at work, but also in the private sphere about work.
A social media philosophy/strategy Explain the objectives of the organization when using
social media to communicate. The goals are clearly
stated (listen to the public expectation, communicate
about what we do, enhance the reputation of the
organization, build a community, inspire volunteers, etc.).
In addition it explains the resources available for the social
media communication and the main steps to follow to
reach the desired outcome.
A social media tactics This part explains how the different social media will be
used (twitter, Facebook, etc.), how the content will be
developed and validated, how often the social media
pages will be updated, what type of links or retweet
practices you will have with partnering organizations,
what type of content is to be solicited from followers, etc.
A “what to do in case of…” This part explains what to do in case of problems such as
spasm, negative comments, provision of false information
by mistake, jamming, etc.
10. Recommendations
• Suggested platforms; NAVGAS being a B2B organization, LinkedIn and Twitter
should precede as preferable social media platforms. NAVGAS’s website
should be updated frequently to keep customers in the know as website
would have feeds from the company’s social media platforms
• Suggested social media management tools; Hootsuite, Adobe social
marketing suite, Radian6 (theses software's have the ability to monitor
company mentions and negative news, as well as general management of
company’s social media platforms)