Download - Social media in crisis management
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COSMIC Workshop
Strategic use of emerging communication technologies for
crisis stakeholders
21/5/2014, Goeteborg
Odysseas Spyrogloufor HELLENIC RESCUE TEAM
Haiti, 2010
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•Who is involved ? (Stakeholders)
•How do we communicate ?
•What do we usually do ? (emergency responce scenarios)
•A real story
Haiti, 2010
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• Can social media help?
• How ?
• Do we have any real life examples?
Our Project
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First Responders
Who are the actors? (aka Stakeholders)
Algeria, 2003
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The public (victims & community)Indonesia, 2005
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The public (victims & community)
Serbia, May 2014
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Levels of communication
Among Responders
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Responders to public
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Among the public
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Preparation
Recovery
Warning
Response
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1. One Way communication
2. Two Way Communication
3. Information Sharing
4. Situational Awareness
Interrelated
Not in isolation
Interdependent
Communication Goals
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Communication Goals
1. Among responders & law enforcement agencies
Two-way communication
Alert / One-way communication
Information sharing
Situational awareness
Preparation X X
Warning X X X X
Response X X X
Recovery X X X
Two-way communication
Alert / One-way communication
Information sharing
Situational awareness
Preparation X X
Warning X X X
Response X X X X
Recovery X X X
San Francisco Earthquake of 1906
2. Between Responders and the public
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Communication Goals
San Francisco Earthquake of 1906
3. Among the public
Two-way communication
Alert / One-way communication
Information sharing
Situational awareness
Preparation X X
Warning X X X X
Response X X X X
Recovery X X X
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Emergency Response Scenarios
• Standard Operating Procedures (SOPs): What the Organization does in each case
• Emergency Response Scenario: How the organisation responds in specific events
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HRT - real life scenario
HRT’s Real life experience
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HRT - real life scenario
HRT’s Real life experienceHaiti Camp, Jan 2010
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HRT - real life scenario
HRT’s Real life experienceHaiti Camp, Jan 2010
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Main findings
Presence of social media important in:
• Guide responders towards the event
• Supply information, at early stages, to attract funds and sponsors
• valuable information to direct rescuers to survivors
• Keep public informed for vital operations & SAR missions
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Discussion Topics
• How could use social media be used ?
• Are general findings realistic?
• Can we apply them in real case situations?
• Are there any exceptions?
• Any other examples presenting the strategic use of social media in crisis situations?