1. Presented by: Kathleen Hessert
FIND IT FIX IT
Social Media in HADR
© 2011 BuzzManager, Inc 12/14/2011

2. “Traditional & social media
are as innately different as
traditional & guerrilla warfare.
It’s also as vital to understand.”
Kathleen Hessert
© 2011 BuzzManager, Inc 12/14/2011

3. Social Media
Transforms
Disaster Relief
“It can influence
the rhythm, velocity, direction
& sentiment of public opinion
which organically changes
the crisis & its subsequent
ripple effects.”
© 2011 BuzzManager, Inc 12/14/2011

4. Victims
Cry out Triggers supply chain
Speed velocity of management
response saving problems & circulation
lives & $ of stale information
Help Public
Sent SM Swarm
Improve “trust” Need to improve
quotient & better listening & move to
understand context engagement
Decisions Responders
Made Listen
© 2011 BuzzManager, Inc 12/14/2011

5. • Victims use whatever
means available to reach
out for #help Victims
• Responders slow to
embrace 2‐way social
media communications Responders
• General Public voraciously
jumps into social media
conversation. Public
“Every citizen a sensor”
© 2011 BuzzManager, Inc 12/14/2011

6. Victims
• Increased cheap accessible technology promotes
widespread use of social media & text messaging
– Free or low cost to use
– Easy access, low bandwidth requirements
– Tweets, SMS, Facebook, Youtube regularly used to request help
• People expect others to listen to sm channels
• Expect 2 way communication/engagement
• Expect 1 hr or less response time
• Crowd source info when official response delayed
© 2011 BuzzManager, Inc 12/14/2011

7. Responders
• Responder culture is slow to adapt to
evolution of communication methods
– Distrust of sm sources & credibility of authors
– Comfort with traditional processes
• Fire hose of messages create monumental logjams
• Automated aggregation & filtering necessary for
quick understanding
• Relevant info must be moved up the ladder for action
• Reliability requires public/private partnerships
• Vital need for social media “best practice” education
© 2011 BuzzManager, Inc 12/14/2011

8. Public
• Volunteer organizations &
individuals disseminate
information to the public
– ways volunteers can help
– where to get shelter and aid
during & after disaster
– How public can donate
• Authenticity of social media
accts need verification to
avoid being preyed on
emotionally & monetarily
• Traditional & social media
coverage entwined &
confused
© 2011 BuzzManager, Inc 12/14/2011

9. SM Content during X24:
18% ‐ Actionable Posts
77% ‐ Informative
or warning posts
5% ‐ Response from
participating organizations
© 2011 BuzzManager, Inc 12/14/2011

10. “Social media is as much a part
of today’s operating environment
as an IED is in Afghanistan.
It’s vital to mitigate its negatives & learn to
find, listen, engage & lead via social media.”
Kathleen Hessert
© 2011 BuzzManager, Inc 12/14/2011

11. Kathleen Hessert
Founder & CEO
BuzzManager, Inc.
www.buzzmgr.com
1.704.541.5942 (o) 1.704.90‐6.3600 (m)
KathleenHessert on
© 2011 BuzzManager, Inc 12/14/2011