human factor in social media emergency management

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:

Massimiliano MESENASCO massimiliano.mesenasco@aviationandconsulting.com@MMesenasco

Let’s get in touch on Twitter and Linkedin

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