human factor in social media emergency management
TRANSCRIPT
I Principi del Social Media Emergency Management
Massimiliano MESENASCO
Corso di Formazione LA PROTEZIONE CIVILE 2.0Rieti - 16 novembre 2013
@MMesenasco
According to eMarketer report “Worldwide Social Network Users: 2013 Forecast and
Comparative Estimates” nearly one in four people worldwide will use social networks in
2013
“Many people do not realize that they carry a potentially life-saving tool with them in their
pockets or purses every day”
Craig Fugate, FEMA Administrator
“In an emergency, you must treat information as a commodity as important as the more traditional and tangible commodities like
food, water, and shelter”
Jane Holl Lute, DHS Deputy Secretary
The Human Factor in SMEM
STRATEGY
TEAMWORK
PREPAREDNESS
KNOWLEDGE
REPUTATION
TRUST BUILDING
TIMING
What Should We Do...
Before an Emergency- Decide at what level your organization will engage in Social Media- Get familiar with the types of Social Media available- Create a Social Media strategy- Develop a policy for streamlining the information release process- Pay attention to the design of sites and Social Media pages- Get familiar with legal obligations (Copyright, privacy...)- Gather and train an adequate number of staff- Begin to monitor popular sites- Build your online presence sharing relevant informations about preparedness and engaging with community- Build relationships with other Civil Protection organizations- Run Social Media drills
During an Emergency- Be adaptive- Follow your pre-developed plans, procedures and policies- Create and maintain strong links with other organizations and groups- Maintain trust and authoritativeness with your online community- Establish your organization as a credible source- Point to existing sources of official information; use pictures, links and videos- Be always authoritative, brief and clear; always consider the point of view of your audience- Don’t go quiet- Encourage sharing and engaging- Provide feedback regarding the helpfulness and the accuracy of community informations
After an Emergency
- Continue to monitor and mantain sites- Respond to new issues- Create detailed records of your Social Media response including errors, reached goals and lessons learned- Measure your performances according to relevant KPIs- Survey the community- Make key informations accessible for future events- Debrief all relevant personnel- Make changes to policies and processes based on learnings
http://www.gw.govt.nz/social-media/
Per approfondimenti sulle checklist SMEM:
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