social media: before, during and after a disaster
DESCRIPTION
Presented at The Project Revolution in Auckland by Dan Neely, Manager for Community Resilience, Wellington Regional Emergency Management OfficeTRANSCRIPT
Social MediaBefore, During & After
a Disaster
Daniel NeelyWellington Region
Emergency Management Office
“People go on Facebook when they are bored”
Contrast that with…
Relate your message to something your audience will relate to and enjoy
Marmite Shortage – A Civil Defence Emergency
Zombie Preparedness
Current New Zealand Shakeout campaign
Hey Wellington LETS GET CREATIVE ! Download our sign here, and post a photo on our wall of you correctly demonstrating Drop, Cover & Hold. Here is an example by some girls at Wellington Town Hall, more to come -http://www.gw.govt.nz/assets/Emergencies--Hazards/WREMO/ShakeOut/Shakout-DCH.pdf
Social Media Before a Disaster - Highlights
1. People go on Facebook when their bored– More Keyboard Cat and less Rice and Beans– Your posts have to add value to the user
2. Prepare your strategy and policy to respond in an event
3. Build up your base of followers before you need to urgently
communicate with them
4. Consider what apps can help you deliver your service
5. Focus on the good two-way communication that fosters trust– Ask people for their ideas and participation
– Sign off with your name.
Social Media During a Disaster
Immediate Demand for Info – 7.0 Taranaki Eq
7,000 people saw it on their news feed, they reacted by sharing, liking and commenting – this then reached over 55,000 people.
Many repeat visits to the page. People re-visit expecting updated information.
Social Media has created an expectation for an immediate response
Challenges and Opportunities for CDEM
CDEM attributes
• Command & Control
• Predefined processes
• Foster resilient & empowered communities
• Credible source of information during an emergency
Social Media attributes
• Decentralised & uncontrollable
• Organic & networked
• Public participation of an individual’s experience
• Immediate demand for and provision of information
Emergency Text Alerts (on Twitter)
• Currently, WREMO doesn’t use Twitter in the traditional social media
• It’s a free Emergency Text Alert service that can provide a quick heads up to
people directly to their cell phone
– Only used in life threatening circumstances; not inconvenience management
• ETA’s have the power go viral on Twitter
– Estimate 70% signed up on phone / 30% via computer
• Preparing to adopt a separate Emergency Twitter account.
WgtnVOST (Virtual Operations Support Team)
Team of trained SMEM Volunteers who can assist in events around the
world through information gathering and response
– Monitor social media sites to develop situation awareness
– Engage users to dispel false information and respond to concerns/questions
– Develop online relationships that will benefit the Wellington Region, someday
Future of SMEM = citizen involvement
– eqnz.co.nz, an example of neutrality and open standards
– Future innovation…?
Social Media During a Response - Highlights
1. Respond immediately with as much credible information as available
• If you don’t know, state it and you are looking into it
2. Be honest and transparent. Build trust.
3. Ask questions to improve your situational awareness. Hashtags.
4. Develop guidelines for how you will manage during a response
– Who can represent your business? What can they say?
– You will need extra help. LOTS of extra help to manage effectively.
5. Be prepared for people to be upset. See step 2.
Social Media After the Disaster
• Don’t attempt to embark on social media in disaster recovery unless you have
the resources – 24/7
• Encourage honest and respectful dialogue. Listen and respond.
• Aim to be a clearinghouse for information and help people “connect the dots”
• Verify the information you post and link to credible sources
• Ask the community to share your links
• Recovery examples – Joplin Tornado & CERA.
Social Media Lessons for CDEM (and maybe you)
• Communicate what you do know, quickly; be honest
• Incorporate it into your BAU so your business is not trying to learn it on the day
• Interact with the community; ask questions
• Make it easy for people to access info – PDF’s, Youtube & clear messaging
• Set guidelines and then trust your staff to make posts
• Don’t try to control it; work with the online community
– Be prepared for unflattering remarks.
