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Lessons from the Digital Operations Center

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Cision
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An examination of the Red Cross’s nationally recognized Social Media Command Center and world-renowned program. The session will include tips on how to execute real-time response, crisis communications, cultivating stakeholders, monitoring and more. Social Media Director Wendy Harmon delivered the goods at #Demand13.

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Lessons from the Digital Operations Center @wharman @RedCross
@wharman
Who powers the DigiDOC? Local Social Engagement Teams Disaster Services NHQ Social Engagement Team Digital Volunteers
@wharman
Hurricane Sandy made a huge impact
Tornadoes put the DigiDOC to the test @wharman
@wharman
@wharman
@wharman
@wharman
@wharman
12 @wharman

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Lessons from the Digital Operations Center

Editor's Notes

  1. One BIG thing missing in here. COMMUNITY.
  2. How to include stakeholders in the processDigital Volunteers I never feel closer to the mission than when I am tweeting with someone in a tornado warninghow can we give this experience to more people? Is it valuable? Is it helpful? What digital volunteers doWhat digital advocates doTAKEAWAYS: Don't be scared - assume the best and be ready for the worst. Read Jeremiah Owyang and figure out how to get ahead of the "collaborative economy" - include your stakeholders in your business at every point.
  3. The first thing noticed was the DigiDOC was able to capture much broader conversations than ever before in real time. (e.g., The Red Cross’ Joe Hansen noticed early the collapse of the Henryville School.)Beyond pleas for help, food and shelter coordination, and providing help locating loved ones, the Red Cross was also able to determine a need to first-aid info and resources and promptly added that to their Facebook/Twitter pages.For the first time, they were also able to gauge emotion for those on the ground to not only send resources, but also emotional support through digital hugs.