Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
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Crisis Communication 2.0: Social Media in Emergency Preparedness and Response
- 1. CRISIS COMMUNICATION 2.0 Social Media In Emergency Preparedness & Response NH Emergency Preparedness Conference June 16, 2011 Alyson Cobb & Arielle Slam JSI Research & Training Institute, Inc.
- 2. OBJECTIVES Learn about social media and current trends. Learn about prominent tools through case studies of social media being used to engage the public during a disaster. Understand the benefits and barriers of social media.
- 3. CRISIS & EMERGENCY RISK COMMUNICATION The strategy used to provide information to individuals, stakeholders, or an entire community that will help them make the best possible decisions during a crisis Includes all forms of communication, including social media
- 4. SOCIAL MEDIA “Social media are the electronic tools, technologies, and applications that facilitate interactive communication and content exchange.”
- 6. POPULAR SOCIAL MEDIA TOOLS Social networking sites Blogs Microblogs Gadgets Buttons & Badges Widgets Apps Multimedia sharing sites Geotagging Virtual worlds Wikis Text messaging RSS Feeds Social bookmarking
- 7. SOCIAL NETWORKING SITES Online communities where you can find people, connect, and share information. 100 Million profiles 80% active users 1 million new users a week 595,580 NH residents (44.5% of NH) 43% of people in the US
- 8. LINKEDIN
- 9. FACEBOOK
- 11. DO YOU FACEBOOK?
- 12. FACEBOOK PAGES
- 13. CHARACTERISTICS OF A FACEBOOK PAGE Wall Info Photos Apps Like Button
- 14. THE POWER OF LIKE
- 17. CHARACTERISTICS OF SOCIAL NETWORKING SITES Benefits Drawback s Rapid message Could spread dissemination misinformation Accessible when Collective error traditional media and correction & verification resources were not Casualties made public before families knew Provided reassurance to friends and family crowdsourcing
- 18. LIABILITY CONCERNS GSA Office of Citizen Services Developed amended Terms of Service agreements to reflect needs of federal users. National Association of State Chief Information Officers (NASCIO) Establishing terms of service for state and local agencies
- 19. LIABILITY CONCERNS Include disclaimers Comments policy “CDC does not agree with or endorse every comment that individuals post on our pages…Therefore, a comment will be deleted if it contains..” Note if you are not monitoring 24/7
- 20. BLOGS 156 M blogs Updated frequently Genre, professional, personal Most recent entry first Two way conversation Easier to update than a website Address special audiences Functional needs Special languages
- 22. CHARACTERISTICS OF BLOGS Benefits Drawback Address special s Many competing blogs audiences Not always credible source Functional needs Special languages Localized information No web development skills needed Fast
- 23. MICROBLOGS: TWITTER Similar to traditional blogs, except that content length is limited Username Info Hashtag location Tweet/Retweet Followers/Following
- 28. 2011 WESTERN MA TORNADO
- 29. GADGETS Buttons and badges Widgets Apps
- 30. BUTTONS AND BADGES Graphically links that share information about campaigns and causes online <!-- BUTTON EMBED CODE STARTS HERE --><a href="http://emergency.cdc.gov/socialmedia/zombies_blog.a sp?s_cid=emergency_002" title="Get A Kit, Make A Plan, Be Prepared. emergency.cdc.gov"><img src="http://www.cdc.gov/images/campaigns/emergency/zom bies1_300x250.jpg" style="width:300px; height:250px; border:0px;" alt="Get A Kit, Make A Plan, Be Prepared. emergency.cdc.gov" /></a><!-- BUTTON EMBED CODE ENDS HERE -->
- 31. WIDGETS
- 32. APPS
- 33. CHARACTERISTICS OF GADGETS Benefits Drawback Easier functionality than s Apps limited to those with internet on phones smart phones Apps can reach traditional Apps require a developer to non-internet users build Facilitates unified Apps & badges short life message sharing span Can encourage viral message dissemination Can be used to gather information from the ground Added value to audience Entertaining Visually appealing
- 34. MEDIA SHARING SITES Websites for users to view, share, and comment on multimedia • 3 billion views per day • = every US resident watching at least 9 videos each day • 48 hrs of video uploaded every minute An average flickr user has: 253 contacts 1620 photos 529 views a day 7 uploads a day
- 35. YOUTUBE CHANNELS
- 36. CHARACTERISTICS OF MEDIA SHARING Benefits Drawbacks Public prefers visual Time to produce videos information Can use and share existing media Can easily make existing media available to your audience
- 37. GEOTAGGING Location-based platforms Typically on mobile phones & smart phones Organizes and presents information specific to your geographic location Nearby places & resources People nearby
- 38. GOOGLE MY MAPS & BING MAPS
- 39. SOCIAL MEDIA CHECK-INS Ex. Twitter, Facebook, Foursquare
- 41. SUMMARY Many benefits to social media Fast, wide, decentralized It may feel overwhelming, but its doable If not on social media, start exploring as personal user.
- 42. THANK YOU! Arielle Slam Alyson Cobb JSI Research & Training JSI Research & Training Institute Institute aslam@jsi.com acobb@jsi.com 603.573.3341 603.573.3319
- 43. References Terdiman, Daniel. Study: Wikipedia as Accurate as Brittanica (2005) http://news.cnet.com/Study-Wikipedia-as- accurate-as-Britannica/2100-1038_3-5997332.html Tinker, Timothy, et al. Expert Round Table on Social Media and Risk Communication During Times of Crisis: Strategic Challenges and Opportunities. (2009) http://www.socialmediaandtechnology.com/ Krimsky, Sheldon. Risk communication in the internet age: The rise of disorganized skepticism. (2007) Environmental Hazards. http://www.elsevier.com/locate/hazards Sutton, Jeannette, et al. Backchannels on the Front Lines: Emergent Uses of Social Media in the 2007 Southern California Wildfires. (2008) Proceedings of the 5th International ISCRAM Conference Guion, Deirdre, et al. Weathering the Storm: A Social Marketing Perspective on Disaster Preparedness and Response with Lessons from Hurricane Katrina. (2007) American Marketing Association, Vol.26 (1). Palmer, Jason. Emergency 2.0 is coming to a website near you: the web spells a sea of change for crisis management. How should emergency services respond? (2008) New Scientist 198.2654 http://www.newscientist.com.ezpr.oxy.lib.umb.edu New tools a boon: Public health leaders using social media to convey emergencies. (2009) The Nation’s Health, American Public Health Association www.thenationshealth.org Underwood, Sarah. Improving Disaster Management. (2010) communications of the Acm. Vol.53. no.2 DOI: 10.1145/1646353.1646362 Palen, Leysia. The Emergence of Online Widescale Interaction in Unexpected Events: Assistance, Alliance & Retreat (2008) CSCW, University of Colorado, Boulder A National Survey of Social Media Use in State Government: Friends, Followers, and Feeds.NASCIO (2010): http://www.nascio.org/publications/documents/NASCIO-SocialMedia.pdf
Hinweis der Redaktion
- Welcome everyone to this morning’s presentation on Social Media in Emergency Preparedness & Response entitled: Crisis Communication 2.0.Why the 2.0? Web 2.0 refers to web applications that facilitate interactivity. It is the current world of the internet meaning a move from one way absorption of information to a more dynamic and user-generated approach.We are staff at the Community Health Institute, a regional office of John Snow, a public health consulting firm that provides technical assistance to the 12 essential services in public health. Our NH office in particular, provides extensive TA & training to the state in Emergency preparedness & responseArielle- degree in mass communications, do project work in health communications, including social marketing, marketing analysis, ??Alyson- PH Prep, CERT/MRC Conferences, ___________.On a clarical note: we’ve noticed 10 of you here today also attended this same CrisiComm 2.0 session last year. So we gather that:Either you liked it so much, you just had to see it again, orIt was so bad you blocked it out of your memory and are therefore repeating the same mistake again.
- Next let’s talk about social networking sites.Social networking sites may be one of the most familiar social media tools we’ll discuss today. These sites are a way to connect with friends, people of similar interests, information sources. Often social networking sites are organized around user profiles, a personalize page for you or your organization where you share relevant information. Almost all social networking sites are open to the public to join. To join you go to the website register a username and start searching for friends, constituents, collaborators, or community members to connect withThe top two most popular social networking sites in the US are: facebookand Linkedin. Facebook has recently even outnumbered Google in the amount of daily traffic the site gets.http://blog.linkedin.com/2011/03/22/linkedin-100-million/
- We envision LinkedIn more of a tool for you as a person in emergency management to connect with other professionals.
- For the purpose of risk communications, I’d say facebook would be the most logical choice of social networking site due to the fact that it has the largest user base (400 million users) and user activity. Why not put your message directly where the most people are interacting every day.Many federal and state agencies have already created profiles on facebook and are sharing lots of information. Here is an example of one of the many CDC pages- this being CDC Crisis and Risk Communication.There are some slight distinctions between a personal profile and a group or organzation profile, in the way you set it up and providing administrative rights. I won’t go into those subtlies today but a young person at your office, your children, or later on we can go through that with any of you.The main purpose of facebook really is to find and make friends. You search for people or organizations you know, or want to be associated and “friend” them. Similarly, once you create a profile people and organizations will seek you out as a friend.There are several components of a facebook profile. Here is the information page. You also have a page where any pictures associated with you or your organization (if it’s an organization page) display.
- For example, I was visiting the website for PBS.org and I clicked on the like button saying that I like the page. A popup asks if it’s ok to share my facebook profile, I say yes and(advance to next image) now I’m connected to PBS on facebook.
- Short life span: most apps only opened once; badge related to a specific campaigns
- https://forum.webcontent.gov/?page=TOS_FAQshttp://www.nascio.org/newsroom/pressrelease.cfm?id=93Strike the indemnity clause…Strike language requiring that legal disputes be venued in California courts and adjudicated under California law;Require that a public agency include language directing consumers to its official Web site…
- Short life span: most apps only opened once; badge related to a specific campaigns
- This is a twitter profile page.Notice the verified official seal
- HANDLE: In twitter, your username is called a “handle”.In twitter you may have both a username and a full name. This is because usernames can not have spaces in them and are limited in characters, similar in principle to when there were AOL instant messenger usernames, or phone numbers which are transferred between phones without any spaces.
- The purpose of twitter is to tweet and read each others tweets. A tweet is a 140 character comment, essentially like a shortened status or wall post on facebook. Your tweets can be about anything you want to share with a public audience: changes in staff at your organization, sharing interesting links, education, preparedness, warnings.
- The graphical elements can be posted to any website, blog, social network profile, or email signatures.This can help facilitate viral spread of your message…Easy for organizations to share the message without creating their own content.
- Widget are a small tool or application that is put on a website as a way to help the user either find information or perform some sort of task. One of the cool things about widgets is that are mostly made up of a bunch of lines of codes that can be copy and pasted from website to website.in 2008-2009 there was a large FDA recall of salmonella infected peanuts products. As officials indentified infected products they entered it into a big database. They wanted to share all the information they were collecting with the public so they created this widget that was fed by the constantly updating information in the database. Users could enter the product name or the barcode number to determine whether it had been identified as an unsafe product.If you want to interact with the widgets then go to cdc.gov/widgets.
- Apps:Apple largest provider of Apps with 350K apps.Used with smartphones (internet capable & operating system)Can be developed by anyoneEasily downloaded and usually freeMany ICE- In case of emergency Apps that help you keep and share lists of emergency contacts known allergies medications you are on, any conditions you have, and personal identification information.
- Short life span: most apps only opened once; badge related to a specific campaigns
- Most of the time you just look for individual videos. However, some groups and organizations create their own page (called a channel) on YouTube to organize all their videos together.This is an example of an organization that has made a channel of all preparedness videos that include sign language.In NH, PSNH has a YouTube channel that shows videos about a variety of things including the affects of local emergencies such as the Ice storm, or wind storm.
- Drawback: time to produce videos- but much shorter and more informal than in the past.
- Location based services can also allow you to tell friends, organizations, or if the situation is needed emergency responders exactly where you are. Your computer or your smartphone will automatically find approxiametly where you are and attach that information to your message.In some social media tools, like twitter and foursquare, this is called a check in. You can search for venues around you and check-in to specific locations, such as I did here to Ryles Jazz club.
- Benefits: rapidly send messages to many many people. Any one can contribute to the solution or the cause. It can also be used to reach very specific audiences that wouldn’t get that specific information through traditional media. It provides additional tools to reach people in different ways, and provides redundancy when one or more other communication channels are unavailable. -lastly, it allows the public to participate: feel connected to you, and help solve problems.Barriers: It’s scary for organizations because there is lack of msg control and fear of liability. It requires reallocation of time previously spent on traditional forms of communication.
- Thank you everyone for staying till the end & contributing to conversationThank alyson & curtis for inviting me hereAny questions come see me.