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This document discusses the rise of social convergence and its impact on emergency management. It outlines how mobile technologies and social media now enable citizens to actively participate during emergencies by sharing information and participating in crowdsourcing. This empowered citizenry generates large amounts of user-generated data that emergency managers must now integrate into their response if they want to remain relevant. The document analyzes several recent disaster case studies and proposes a six-step approach for emergency managers to adopt social media into their operations.
Pier webinar
- 1. Age of Social Convergence: What it means for you! PIER Strategy Forum Webinar June 2011 Patrice Cloutier
- 2. Remember … It’s not just about social media (Twitter or Facebook) … tools not a strategy … Focus instead on what they allow: instantaneous sharing of info, perceptions, opinions … about the incident … about your response. Remember MySpace ???
- 3. Remember … It’s not your emergency! … it’s the public’s … People no longer just want to be victims or witnesses … they participate … are you ready?
- 4. Remember … The era of official agencies simply “ pushing ” out info is over! To be relevant, organizations also need to “ pull ” data in.
- 5. The age of social convergence What's driving this change? Mobile devices and technologies Social media platforms and sharing Empowered citizens and volunteers Volunteer and data mobilization
- 6. The age of social convergence First vector of change: mobile technology Mobile devices: phones,PDAs, tablets GIS/GPS-enabled tech + sharing functions Cameras, vidcams, chat
- 7. The age of social convergence First vector of change: mobile technology Mobile devices: phones,PDAs, tablets GIS/GPS-enabled tech + sharing functions Cameras, vidcams, chat
- 8. The age of social convergence First vector of change: mobile technology Mobile devices: phones,PDAs, tablets GIS/GPS-enabled tech + sharing functions Cameras, vidcams, chat
- 9. The age of social convergence Second vector of change: social media Social media in emergencies People sharing what they see and feel
- 10. The age of social convergence Second vector of change: social media Social media in emergencies People sharing what they see and feel Craig Fugate, FEMA Administrator Monitoring SM to adjust your response to better meet local needs
- 11. The age of social convergence First result: empowered citizenry/volunteers Using technology to participate Crisis mapping, crowdsourcing, Next Debate: how do you integrate this in your EOC and plans?
- 12. The age of social convergence Second result: Tech and social media as mobilization/coordination tools mobilizing people and data, coordinating donations and recovery
- 13. The social convergence equation MOBILE TECH AND DEVICES SOCIAL NETWORKS CITIZEN PARTICIPATION DATA/PEOPLE MOBILIZATION =
- 14. Impact on crisis comms and management Challenges for emergency managers: Crisis communications/emergency info Data integration Validation and control
- 15. Impact on crisis comms and management Meeting increased expectations ...reacting within minutes … not hours.
- 16. Impact on crisis comms and management Data integration: crowdsourcing, training and coordination issues Key issue: are citizens/volunteers trusted agents? http://irevolution.net/2011/06/21/information-forensics/ LINK:
- 17. Impact on crisis comms and management Validation and control: is the info on SM reliable? Key issue: how do you deal with malicious intent? Info control being replaced by transparency and openness self-correcting aspect of SM (to an extent…)
- 18. Impact on crisis comms and management Social convergence also brings opportunities …
- 19. Integrating social networks in EM A six-step approach
- 20. Baseline: no use of SM Issues: no $$$, no time, no resources no policy Solutions: Convince, lead by example provide case studies Show ROI http:// socialmediagovernance.com/policies.php?f =5 LINK:
- 21. Limited Use of SM Some acceptance of SM by execs Use as emergency info tool to “push” Twitter as alerting/notification tool Arguments: Twitter monitored for breaking news 50% of audience want SM and web as main channel for emergency info http://www.wctv.tv/news/headlines/People_Turn_To_Social_Media_In_Disasters_124340544.html?ref=544 LINK:
- 22. Interactive Use of SM More than one SM platform + website Used mostly to “push” info out Basic SM monitoring as “reputation” management tool Arguments: Learning who you should engage with Increasing your “reach” with web and key SM platforms http://www.emergencymgmt.com/emergency-blogs/alerts/City-Survey-Asks-the-040411.html LINK:
- 23. Conversational Use of SM Listen + Learn + Engage Identify and engage with key “influencers” SM monitoring as key EOC function Arguments: First level of “real” SM engagement Key factor to help shape public perception of your response http://www.ptsc-online.ca/blogs/crisisemergencycommunications/buildingasocialmediaandwebmonitoringprogram LINK:
- 24. Operational Use of SM SM monitoring not just a PIO function Awareness and some use of data/info provided by citizens/volunteers Moving into ops/plans/intel functions Arguments: Broadening your operational picture Maximizing your relevance/effectiveness through the use of volunteers in tough fiscal environment http://idisaster.wordpress.com/2011/06/18/processing-and-analyzing-social-media-in-a-crisis/ LINK:
- 25. Integrated Use of SM SM in all pillars of EM and all functions of EOC Full mobilization and use of citizens/volunteers data and info … the power of the crowd/cloud Arguments: Continuous engagement with communities and audiences, from preparedness to recovery Full community-based Situational Awareness http://blog.ushahidi.com/index.php/2011/05/11/join-the-cult-of-the-crowd/ LINK:
- 26. Current trends in the use of SM in EM Case studies A look at six very different disasters
- 27. Haiti: tech volunteers to the fore! “ The global response to the January 2010 7.0 magnitude earthquake in Haiti showed how connected individuals are becoming increasingly central to humanitarian emergency response and recovery,” said Turner in the foreword of the study. “ Haitians trapped under rubble used text messaging to send pleas for help. Concerned citizens worldwide engaged in a variety of ways, from sending in donations via SMS, to using shared networks to translate and map requests for assistance,” he added. Ted Turner, Chair, UN Foundation, Report on Haiti for the OCHA
- 28. Boulder/Fourmile Canyon Fire: tactical applications of SM and crisis mapping SM as key EI tool + Twitter and pics combined on maps First responders dispatched based on that data
- 29. The Aussie Experience: floods and a cyclone Crisis mapping and data integration 35 maps created by volunteers, media and agencies. info and maps linked from official agencies SM/volunteer-created sites often the only available info “ … Queensland’s emergency services and the population at large took full advantage of the versatility and robustness of social media to prepare for and combat disaster …” http://www.cci.edu.au/about/media/social-media-vs-the-floods LINK:
- 30. The Christchurch earthquake, Feb. 2011 Lessons learned from the September 2010 earthquake integrated platforms: blog, twitter feeds, local news, maps, Facebook page. outgoing and incoming communication, facilitating a dialogue rather than just unidirectional information flow SM as COOP/BCP tools
- 31. Japan: the triple disaster Twitter = only communication tool immediately after the earthquake; however, Twitter helped spread rumors and misinformation, causing people to panic in areas where there was no reason to panic, one solution: have the government itself use Twitter to offer reliable information. Kobe City University Study
- 32. Tornadoes in the US: the SM story Legacy media realize the impact of SM http://idisaster.wordpress.com/2011/05/23/joplin-tornado-demonstrates-social-medias-5-key-roles-in-disaster-response-and-recovery/ LINK: Donations coordination through SM
- 33. Remember … It’s not just about social media People want to participate, not just be victims You need to integrate the crowd/cloud data and info into your response
- 34. Patrice's blog: http://crisiscommscp.blogspot.com/ PTSC-Online.ca
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- #35: Prepare message maps on all your hazards … risk-specific communications Ensure you have trained spokespeople exercise key crisis communications components regularly … as part of exercise program crises will happen … are you prepared?