Social media message flow
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The document describes a process for handling incoming social media messages. It involves applying geographic and contextual filters to the message content. The message is then identified by type and priority, with life safety, critical, and urgent messages taking highest priority. For life safety messages, the information is confirmed, verified, and recorded before distributing to dispatch. Questions and comments are answered by checking if a public information officer (PIO) has already responded. If not, the PIO is provided a copy to officially release, correct, or respond to the information.
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Social media message flow
- 1. Phone Message Deliver final Delivered to copy to Incoming Phone recipient; await Documentation Message reply Unit Message form Reply as completed; necessary Message logged
- 2. Radio Message Deliver final Delivered to copy to Incoming Radio recipient; await Documentation Message reply Unit Message form Reply as completed; necessary Message logged
- 3. Social Media Message Noise Reduction Social Media Content Message • Apply Geographic Filter Identify • Apply contextual Message Type Filter and Priority
- 4. Social Media Message Platform Social Media Message Life Safety Priority Critical Urgent Question / Comment Formulate If Life Safety: Confirm/ Verify/ Question has not been previously If Question has been previously answered Record Message & Message Distribute to Dispatch answered by PIO by PIO release of info Deliver copy of Deliver message to Respond with message to PIO to PIO for official reply information. Include release, correct or to release, correct, or URL link where respond to respond to possible. information information
Editor's Notes
- Messages coming in to the hotline room of the EOC are written down on a message form. If it is a question or issue easily resolved by responses that volunteers are authorized to provide, the response is provided immediately and logged on the message form. If a reply is necessary, say seeking additional information from a PIO or someone calls with critical information, or life/safety issue, the message is routed to the appropriate party, either PIO or Dispatch. Message is formally logged with date, time, message number, response, etc. A copy of the completed final message is delivered to the Documentation Unit.
- Similar protocol to phone messages. Radio messages should capture the priority of the message and the sending person or agency’s call sign and the frequency on which they were calling and/or expect to receive a response.
- Filter for critical content. Apply a geographical filter and contextual filter. Apply searches to identify hashtags, trends, sentiment and potential critical influencers. (how you do this on the fly – not quite sure, but it sounds nice right now). Once messages are identified, add it to the process flow on the next slide. If Twitter: Capture the URL of the actual tweet on the message formPossible use of archive tools like Storify to capture some critical messages
- Depending upon the platform, some steps may require modification. For example individuals may post to YouTube which may require a response post, or a comment directing individuals to a website or blog with content, or perhaps the YouTube video is providing helpful information that should be disseminated using other platforms.