umatilla joint information system/center - standard operating procedure
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Umatilla Joint Information System/Center Standard Operating Procedures—1 of 10
Umatilla County Emergency Management Morrow County Emergency Management Benton County Emergency Services Oregon CSEPP, Oregon Emergency Management Emergency Management Division, Washington Military Department Federal Emergency Management Agency, Region 10 Umatilla Chemical Depot
FROM THE UMATILLA JOINT INFORMATION SYSTEM/CENTER
Standard Operating Procedures Flexibility • Modularity • Adaptability
March 25, 2011 version _____________________________________________________________________________________ Note To attendees of “Adding to Your Communications Tool Box,” WSEMA Conference, Sept. 27, 2011
The heart of this handout is a two-page procedure for monitoring social media and addressing issues that may arise. It was developed over the past four years by the core group of PIOs who ran the Umatilla Joint Information System and Center (UJIS and UJIC).
The UJIC facility itself is located in Pendleton, Oregon, and is an asset the Chemical Stockpile Emergency Preparedness Program. Known as CSEPP for short, the program has provided emergency planning and response coordination for jurisdictions in the Umatilla area since 1990. The hazard that prompted this effort is the Umatilla Chemical Depot near Hermiston, Oregon, where a portion of the U.S. Army’s national stockpile of chemical agents has been stored since shortly after World War II.
Built for speed, the UJIC—and the wider UJIS of which it is a hub—was to serve as the central information source for the media and public in the event the Depot’s chemical agents got out of containment. In theory, a Depot incident could send chemical agents wafting off-post to threaten the public in Oregon in as little as 20-30 minutes—40-60 minutes for Washingtonians in southern Benton County, just across the Columbia River.
Predicated on this urgent need, the UJIS would begin providing emergency information within minutes of notification, while the UJIC staffed up to open in hours. The emergence of social media, then, fit right in with the UJIS and UJIC’s mission to provide information rapidly, as well as address the many concerns and misperceptions the public would have in such an event.
Meanwhile, the destruction of the Depot’s chemical agents that began in 2004 will be complete this fall and CSEPP’s public safety mission will be concluded, as will that of the Umatilla JIS/JIC. The social media procedure is provided herein as one PIO tool that may be useful to those who carry on. • The social media procedure is on pages 5-6 of this document. • This document is a 10-page except of the 32-page SOP for the Umatilla JIS and JIC. The additional pages are
provide some context for how the social media procedure was used and include: o Some information about the organization of the UJIS/UJIC and how units and positions work together; o Another procedure that relates to monitoring social media—the Information Management Cheat Sheet—
pages 3-4; o Pages 7-8 and 10: Floor plans and org charts of the Umatilla Mobile JIC and EMD’s PIO team—the two main
entities that provided information during CSEPP’s last annual exercise in April 2011. o Page 9: A joint roster of the Umatilla Mobile JIC and EMD’s PIO team, which shows (in red) those positions
that worked in JIS to coordinate information gathering and dissemination, including social media. • In general, text with information about social media is shown in red.
Anyone interested in the whole 32-page Umatilla JIS/JIC SOP is welcome to contact me. Mark Clemens, PIO, Washington EMD, 253-512-7006, [email protected] —Aug. 28, 2011
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Purpose
The purpose of the Umatilla Joint Information System/Center Standard Operating Procedures is to provide common implementing and operating instructions applicable to every participant in the Umatilla Joint Information System and Joint Information Center (or centers). These procedures ensure that local, state and federal agencies are capable of providing accurate, coordinated and timely (or ACT) information to internal and external audiences during a real or perceived emergency at the Umatilla Chemical Depot or elsewhere within the local community.
Functions The mission of the UJIC is to keep accurate and coordinated information flowing in a timely fashion. Four functions are aimed at accomplishing this goal: Leadership and facilities management Gathering, Writing, Production and Analysis Group (GWPA) Dissemination Group (DG) Field Group (FG) Gathering, Writing, Production and Analysis Group (GWPA) There are four units in the GWPA: Response Partners, Research and Writing, Audio-Visual Support and Information Analysis. The Information Analysis Unit is responsible for triaging information coming into the UJIC to ensure lifesaving information is reaching the public and that key messages are understood, rumors identified and errors corrected. The unit does this by analyzing information gleaned from media monitoring reports, the Telephone Unit, Field Group and other sources. The goal of this analysis is to 1) develop a cohesive picture of the effectiveness of the public information effort; 2) reveal media misinformation that may be “skewing” in a misleading direction; 3) identify emerging rumors circulating in the public and 4) suggest strategies to address such situations. The unit coordinates with other functional areas in the UJIC to ensure the problems it uncovers are addressed, especially the Media and Rapid Response Unit in the Dissemination Group. Dissemination Group (DG) There are four units in the DG: Media and Rapid Response, Briefing, Telephone and Electronic Support. The Media and Rapid Response Unit provides information directly to the media. The unit arranges for media access to field locations and facilitates interview requests with decision makers. Within the UJIC, the unit functions as an intelligence-gathering body, contributing valuable insight regarding the concerns and interests of the media. The unit will act to address identified issues of concern. The rapid response function may take many forms, such as producing a quick news release, calling a reporter or dong a live interview. In some instances, rapid response can resolve issues before they appear in the media. This unit works closely and constantly with the Information Analysis Unit under the GWPA.
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Information Management Cheat Sheet NEW INFORMATION REPORTS New information from EOCs or Field Group units, etc. is reported verbally or electronically to Lead PIOs at the UJIC/UMJIC through the Response Partner Unit Leader (see phone/e-mail lists below). Direct contact with Lead Jurisdiction PIO is authorized if the Response Partner Unit Leader is unavailable. Jurisdiction JIC Phone / MJIC Phone JIC E-mail Response Partner Unit Leader 541-278-5527 [email protected] Depot Lead PIO 541-966-3741 / 541-720-1881 [email protected] Benton Co. Lead PIO 541-966-3738 / 509-539-0312 [email protected] Umatilla/Morrow Co. Lead PIO 541-969-7586 / 541-969-7586 [email protected] PRODUCING A NEWS RELEASE Each jurisdiction in the Umatilla JIC-JIS produces its own news releases and other information about its response activities. The Umatilla JIC produces news releases and other information about joint activities. COORDINATING A JOINT / UJIC NEWS RELEASE Research and Writing Unit attaches DRAFT JIC release to an e-mail and sends to the Electronic Support Unit Leader and Dissemination Group Supervisor (in case the ESU is not staffed) for documentation and follow-up e-mail to the internal coordination list. E-mail DRAFT news release using the following example:
Subject line: COORDINATE UJIC NR #__ To: Electronic Support [email protected] and Dissemination [email protected] [for documentation and distribution to internal distribution list for coordination] Text example: Please coordinate DRAFT UJIC NR #__. Target time for release to media is 2100 PST.
Current time is 2040 PST. APPROVING OR RECOMMENDING CHANGES TO A UJIC NEWS RELEASE Whether a jurisdiction approves or make recommendations about a product being coordinated, a copy of the product will be attached and sent back to ESU at [email protected] and Dissemination at [email protected] with a clear indicator in the e-mail title and text of those recommendations. Example:
Subject Line: UJIC NR#__ Approved/Approved with changes/NOT Approved To: Electronic Support [email protected] and Dissemination [email protected] Text example: Good as is – or - Make following recommended changes: 1,2,3, etc.
DISTRIBUTING A NEWS RELEASE OR AN EAS MESSAGE While most jurisdictions in the UJIC can distribute their own news releases and EAS messages, the UJIC also can distribute these products internally to UJIS partners and the media using pre-developed e-mail lists. E-mail final news releases and EAS messages using the following example:
Subject line: DISTRIBUTE---Benton County NR No. 4 To: ESU [email protected] (Electronic Support Unit Leader will distribute) and [email protected] (DG Supervisor – backup to ESU for making distribution) Cc: [email protected] (Status Board Writer will post to online Status Board and to Media Web site) Text: Benton County NR No. 4 is final. Please distribute to internal, external and media lists.
(State specifically which of the three JIC distribution lists your news release should go to—see E-MAIL DISTRIBUTION LISTS below.) E-MAIL DISTRIBUTION LISTS Internal: For PIOs and JIC staff in Pendleton UJIC/UMJIC and UVJIC only. External: EOCs and agencies in Umatilla JIS. Media: For real media on priority list or mock media in the Simulation Cell. See Means of distribution, next page
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Means of Status Media Hard distribution E-mail Fax Board Web site Copy* Verbal ** INTERNAL x - x x x x EXTERNAL x *** x x - x MEDIA x *** - x - x
* Hard Copy Distribution (five copies UJIC): Bulletin Board; Information Analysis Unit; Briefing Unit; Phone Team Lead; Evaluator in-box – (two copies MJIC): Media Phone Unit Leader; Evaluator in-box. ** In-house briefing to JIC staff, Virtual JIC staff via conference call on bridge and to media either present of via phone teams *** FAX only when e-mail isn’t working or upon special request.
DEALING WITH A RUMOR If you detect a possible rumor or misinformation, send the observation to the UJIC as follows:
Subject line: POSSIBLE RUMOR To: [email protected] (Information Analysis Unit) for action Cc: [email protected] (Electronic Support Unit); [email protected] (GWPA Supervisor); and [email protected] (DG Supervisor). Text: Provide the Who, What, Where, When, Why and How as best you can, where you heard or saw it, and why you think it may be a rumor. The more details, the better.
MEDIA MONITORING REPORTS/ANALYSIS Completed news story analysis by remote and in-house media monitors should be e-mailed as follows: File AND Subject Line Name: Mock Media Print/Radio/TV/tweet (pick one) Story 01_AnalysisAG.doc To: [email protected] The Information Analysis Unit Leader will review and rename as: Mock Media Print/Radio/TV/tweet (pick one) Story 01_NO-ISSUE NOTED or Mock Media Print/Radio/TV/tweet (pick one) Story 01_ISSUE ADDRESSED and forward it to the Electronic Support Unit Leader at [email protected] and Dissemination Group Supervisor at [email protected] for distribution to Internal and External lists. More complete instructions are in the Media Monitoring Procedure. Squirrel Mail https://webmail.ujic.net The login names are listed in “Appendix A: UJIC/UVJIC/UMJIC Operational contact list.” Password = “ujic-jis” Adobe Acrobat Connect: Newswriter / Information Analysis / Media Monitor Chat Rooms This Adobe Web site gives Virtual JIC staff tools to collaborate with, including a chat room, audio and video conferencing, document sharing and coordination. Go to http://anl.acrobat.com/umatillajic. The moderator must sign in first to open the chat room. The Umatilla Moderator Login is xxxxxxxxxxxxx. Password is “xxxxxxxxx” or “xxxxxxxxx” (case sensitive). All other users sign in as “Guests.” Use your name to identify yourself.
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UJIC PROCEDURE Using Twitter and other social media during 2011 CSEPP Exercise
2011 Exercise This draft was revised specifically for the Umatilla Site’s Annual CSEPP Exercise on April 12, 2011, when the Umatilla Joint
Information Center (UJIC) will expand its use of Twitter and possibly other social media applications. This procedure will also serve until further notice as the UJIC‘s basis for handling real-world social media in a real emergency or community event.
COORDINATION AND APPROVAL Unified Leads must approve information disseminated from the UJIC. As with other information products, however, the
Unified Leads’ approval of tweets or other social messages is sometimes implied or delegated. The key is if the message is based on releasable information.
Two examples illustrate when the Unified Leads’ approval is explicit or implicit: “Releasable” tweets sent out by the Status Board Writer in conjunction with UJIC news releases—these may
mention the subject of the release, but are primarily intended to link followers back to the UJIC’s Media Web site. Other “releasable” tweets can be sent out by several positions in the Dissemination Group—see below. Approval of “releasable” tweets is implicit or delegated because they are based on UJIC information already made public.
“Initiative” tweets respond to an emerging issue not yet addressed by releasable information. Example: There is a protective action change for which the final news release has yet to be approved and the UJIC sends out a tweet to stand by for a change, setting the stage for media and public Twitter followers. The Unified Leads need to approve “initiative” tweets and any other social media messages not based on UJIC information already made public.
UNIFIED LEAD PIOs Sara Schwartz, Adolfo Capestany, Jim Hackett
Roles and responsibilities outlined above.
GWPA GROUP and DISSEMINATION GROUP (DG) SUPERVISORS (GWPA not staffed) Pete Wells, DG
The GWPA Supervisor will work with DG Supervisor in overseeing Twitter or other social media issues to determine if action is needed, get approval for that action from the Unified Lead PIOs; take that action; or task it out.
Both supervisors will be kept informed of Twitter/social message monitoring and messaging by their unit leaders. The GWPA Supervisor will be kept informed by the Information Analysis Unit Leader. The Dissemination Supervisor will be kept
informed by the Media and Rapid Response Unit Leader, Electronic Support Unit Leader and Status Board Writer.
GWPA GROUP GATHERING and ANALYSIS
DISSEMINATION GROUP WRITING, PRODUCTION and DISSEMINATION
INFORMATION ANALYSIS UNIT Unit Leader – Judy Thomas Media Monitors – Heather Kowalski & Sierra Wardell • In addition to mock television, radio and print stories, the
Information Analysis Unit monitors: ENN for mock Twitter messages (other social
media, if in play)—see ENN access info, below. UJIC Twitter account (umatilla_upig) which is closed,
but may have mock public or mock media traffic. Other exercise sites and messages, if needed. Note:
UJIC’s Facebook site and blog are not slated for use, but could come up in the course of the exercise.
Real world site/s (such as www.monitter.com or www.tweetgrid.com) using key words such as “chemical emergency” and “Umatilla” to determine if exercise is being misperceived as a real emergency.
• Analyzes mock Twitter or other social messages for rumors, misinformation or important trends.
• Documents the analysis of Twitter/social messages in the
MEDIA AND RAPID RESPONSE UNIT Robin Smith & Hal McCune • Researches the resolutions to issues identified by the
Information Analysis Unit, using releasable information from the Umatilla JIC and JIS.
• Calls or e-mails mock media with correct, releasable information, just like responding to rumors or misinformation from other information sources,
• Passes the issue to the Dissemination Group Supervisor if the response needs to be communicated via Twitter or other social media. (DG could delegate tweets back to Media and Rapid Response if planned prior to exercise.)
• Coordinates with the GWPA and Dissemination Group Supervisors for their information and/or action.
ELECTRONIC SUPPORT UNIT (Lead – Not staffed) Status Board Writer – Peter Tassoni Media Website Writers – Sonya Carrasquillo
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Media Monitoring Form. • Passes issues to the Media and Rapid Response Unit
Leader for resolution (done by Information Analysis Unit Leader).
• Coordinates with the GWPA and Dissemination Group Supervisors for their information and/or action. Either or both of the unit leaders (in the preceding bullet) do this coordination.
• For monitoring during the 2010 Exercise, go to: ENN (Exercise News Network) URL http://exercisenewsnetwork.com Username: CSEPPExercise Password: Exercise1
• Status Board Writer posts all UJIC news releases to UJIC Media Web site, then immediately copies the new URL and sends a companion tweet it out to the UJIC’s Twitter account (umatilla_upig), linking followers to the UJIC Media site.
• Status Board Writer tweets out links to other news releases as directed by the Dissemination Group Supe.
• Tweeting comes in third to Status Board Writer’s top two priorities: 1) Keeping Status Board accurate and current, followed by 2) doing same on Media Web site. The Dissemination Group Supervisor may limit the Status Board Writer’s tweets.
• Electronic Support Unit Leader backs up Status Board Writer; Dissemination Group Supervisor backs up both.
• The Electronic Support Unit Leader and Dissemination Group Supervisor may send out initiative tweets, as appropriate and approved. Initiative tweets are coordinated with and approved by with Unified Leads.
UJIC Twitter site • Tweets are limited to 140 characters. • JIC tweets will begin with “Exercise.” • JIC tweets will end—as space permits—with “Exercise.” • UJIC’s Twitter account for the 2011 Exercise (closed): Username: umatilla_upig Password: XXXXXXX • UJIC staff, UJIS and VJIC members, mock media, evaluators and others who want to follow UJIC Twitter for the 2011
Exercise must make a request on the site. • For real-world events (not the 2011 Exercise), UJIC’s Twitter account for the public is at www.twitter.com/CSEPP_UmCD.
Username: CSEPP_UmCD Password: XXXXXXX UJIC Facebook and blog—not in play • For 2011 Exercise, the only use of UJIC’s Facebook page will to reference it in the letterhead of the “JIC Open” news
release by saying “If this were a real event, the UJIC would use Facebook at CSEPP Umatilla.” • UJIC’s Facebook page is at http://www.facebook.com/pete.wells#!/pages/CSEPP-Umatilla/208098055744?ref=ts, or go to
Facebook and search for ‘CSEPP Umatilla’. • Exercise controllers may post to facebook site “Bill Simcell.”Th e team will monitor that site. • The UJIC’s blog at www.CSEPPUmatilla.blogspot.com will not be used in the 2011 Exercise.
Umatilla JIS social media sites that may or may not come into play during the 2011 Exercise: BCES Facebook—Not in play http://www.facebook.com/emergencyservices#!/pages/Richland-WA/Benton-
County-Emergency-Services/164837398042?ref=ts Morrow Co’s Twitter—Not in play http://twitter.com/MorrowCountyEM
Morrow Co’s Facebook—Not in play http://www.facebook.com/pages/edit/?id=114988825196996#!/pages/Heppner-OR/Morrow-County-Emergency-Management/114988825196996
Washington EMD’s Twitter—Not in play http://twitter.com/waEMD
Anticipated UJIC TWEETS for the 2011 Exercise • To compose messages to Facebook or Twitter, go to www.hootsuite.com and log in as [email protected], password xxxxxx
Select the destination/s for the message and compose and send the message to those destinations. The destinations available are the Twitter sites of Umatilla_UPIG and CSEPP_UmCD and the Facebook CSEPP Umatilla page.
• Compress URLs at http://bit.ly. Log in as cseppumatilla, password—upig!09. Can post Tweet/Facebook directly from this site. • Note—Tweeting all UJIC news releases is an exercise goal, not mandatory. • Also—The line in the first tweet, below—“Situation updates will be available soon at www.twitter.com/umatilla_upig.”—should be included
in the first e-mail the DG Supervisor sends to the JIC’s Internal, External and Media lists. • Start Exercise news release—“This is an EXERCISE. CSEPP Exercise beginning. Updates available soon @umatilla_upig EXERCISE.” • UJIC Open news release tweet—“EXERCISE. Umatilla JIC is open. Updates available at INSERT URL. EXERCISE.” • News Conference news release—“EXERCISE. News conference coming up at Umatilla JIC. INSERT URL. EXERCISE.” • UJIC update news release—“EXERCISE. New information at INSERT URL. EXERCISE.” • Stay Off Phones news release—“EXERCISE. Stay off phone in Umatilla area except for emergencies. INSERT URL. EXERCISE.” • End Exercise news release—“EXERCISE. CSEPP Exercise for Umatilla Community has ended. EXERCISE.”
• Other news releases—Tweet out all UJIC news releases, others as directed.
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APPENDICES
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