disaster strikes. social media responds
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Ppt slides for September 2011 version of the Disaster Strikes. Social Media Responds. workshop. Images that were stacked or animated may be distorted or hidden in these slides.TRANSCRIPT
DISASTER STRIKES. SOCIAL MEDIA RESPONDS. Arielle Slam & Alyson Cobb Community Health Institute/JSI Research & Training Institute, Inc.
Objectives
Participants will:
Learn appropriate and effective applications of social media in emergency response
Identify characteristics of social media that make it useful for emergency preparedness and response
Have opportunity to build technical skills in using Facebook and Twitter to: Post information and multimedia
Interact with target audience(s) and key partners
Collect and organize information
Integrate functionalities with other social media tools
Social Media
“Social media are the electronic tools, technologies, and applications that facilitate interactive communication and content exchange.”
Social media is a tool
A tool to help you communicate in the 21st century
Two way communication is key
We are not just listeners anymore
It’s all about the principles…
Social Media Bingo
Stats
77.3%
90.1%
Internet
NH Broadband Access by Census Block
41% of Americans say Internet is their main source of news
54% of adults access internet wirelessly
35% of adults report accessing the internet using a cell phone or handheld device
Internet
Hard to Reach Populations
People with Disabilities
54% of adults with a disability use the internet
41% have broadband connections
Older Adults
42% of adults 65+ have dial-up internet, while 35% have broadband
67% of adults 65+ say internet is something they can rely on and makes them safer
43% of internet users 50+ use social networking sites
Social Networking
52% of Americans 12+ use at least 1 social networking site
43% of internet users 50+ use social networking sites
Almost 60% of social media users participate every day or nearly every day
43.0% 44.5%
The average Facebook user:
Spends 55 minutes a day on Facebook
Creates 90 pieces of content per month
Is connected to 80 pages, groups and events
13% of Americans use Twitter
Of people who have ever used twitter: 82% access the site at least once a month
54% access the site at least once a week
18% access the site at least once a day
85% of Americans 18 and older own a cell phone
90% of adults live in a household with at least one working cell phone
72% of cell phone users send and receive text messages
1 in 4 Americans live in households with at least one cell phone, but no landline
Mobile- Cell Phones
NH Mobile Wireless Coverage by Census Block
31% of Americans 12 and older own a smartphone
73% of social media users have posted an update using a mobile phone
1 in 6 residents said they have used social media to get information about an emergency
During an emergency, about 50% said they would use social media to let loved ones know they were safe
Social Media in Emergencies
70% said that response agencies should regularly monitor and respond to postings on their websites and social media sites
If they posted a request for help on a social media website, 75% would expect help to arrive within an hour
Social Media in Emergencies
Exploring Facebook
Do you Facebook?
http://www.facebook.com/BostonPoliceDepartment
Facebook Pages
The Power of LIKE
XXXXX XXXXXXXXX
Managing Your Facebook Page
Comment on a post
Your profile
Featured
Permissions
Admins
Insights
Apps
Managing Your Facebook Page
GSA Office of Citizen Services
Developed amended Terms of Service agreements to reflect needs of federal users
National Association of State Chief Information Officers (NASCIO)
Current establishing Terms of Service for state and local agencies
Liability Concerns
Being an official page
Professional image
Be careful navigating between your personal profile and your agency page
Include disclaimers:
Comment policy
Not monitoring 24/7
Liability Concerns
Easy to build
Easy to update and customize
Public
Can compliment or be a substitute for a website
Supports two-way communication & networking
Relationship building
Facebook Pages Summary
Microblogging site Similar to traditional blogs, except that content length is
limited
140 characters
Can also share pictures, videos, and links
Same for individuals and organizations
Public
Twitter Vocabulary
Handle = username; signified with @
Tweet = <140 character message posted on Twitter
Retweet = re-posting a message someone else tweeted
Hashtag = keyword; signified with “#”
Followers = Twitter users who will see your tweets on their home page
Following = Twitter users whose tweets you see on your home page
Twitter Vocabulary
Location = your location when you tweet
Info = 160 characters about a Twitter user
Mentions = mentioning another Twitter user (using their handle) in your tweet; direct a tweet to a user
Home page = contains tweets from Twitter users you follow
Profile = contains information about a Twitter user including their info and tweets
List = curated groups of other Twitter users; group Twitter users you follow
Exploring Twitter
http://www.twitter.com
Break
Using case studies to realize the benefits of social media in emergency preparedness & response to:
a) The public
b) EM agencies
Social Media Case Studies
“In this country, as in many others, people no longer just want to be witnesses or victims. Technology and social networking platforms now allow them to participate and make valuable contributions.”
- Patrice Cloutier, Crisis Commons Report
The Powerful Public
2007 Virginia Tech Shooting
7am 8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm
7:15 Shooting in dorm
9:40 - 9:51 Shooting in academic building
9:26 VT e-mail re: 1st shooting
9:50 VT e-mail re: stay inside,
gunman loose
10:16 VT e-mail re: classes cancelled, campus closed, stay inside
10:52 VT e-mail re: gunman in
custody (incorrect)
10:23 Earliest known
Facebook activity
11:13 First Facebook group started
11:15 First Wikipedia
entry
Large-scale, on-line IMOK/RUOK activities; heavy memorializing begins and continued for long duration
12:00 VT press conference,
confirms shooting
Students on-campus shelter in place and use technology to check on large, loosely distributed social network.
VT confirmation launches crowdsourcing to identify victims. All names collectively identified by the time VT confirms names next evening.
1:00 - 4:00 VT Wikipedia pages have ~1000
edits in 3 hours (continues)
2:09 VT Flickr group
begins 4:30 VT press
conference, confirm
number dead
Source: Palen, et al.
7am 8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm
7:15 Shooting in dorm
9:40 - 9:51 Shooting in academic building
9:26 VT e-mail re: 1st shooting
9:50 VT e-mail re: stay inside,
gunman loose
10:16 VT e-mail re: classes cancelled, campus closed, stay inside
10:52 VT e-mail re: gunman in
custody (incorrect)
10:23 Earliest known
Facebook activity
11:13 First Facebook group started
11:15 First Wikipedia
entry
Large-scale, on-line IMOK/RUOK activities; heavy memorializing begins and continued for long duration
12:00 VT press conference,
confirms shooting
Students on-campus shelter in place and use technology to check on large, loosely distributed social network.
VT confirmation launches crowdsourcing to identify victims. All names collectively identified by the time VT confirms names next evening.
1:00 - 4:00 VT Wikipedia pages have ~1000
edits in 3 hours (continues)
2:09 VT Flickr group
begins 4:30 VT press
conference, confirm
number dead
Source: Palen, et al.
2:09- VT Flickr group
9:50- VT e-mail re: stay inside,
gunman loose
10:16- VT e-mail re: classes
canceled, stay inside
10:23- Earliest known Facebook activity
Large-scale, IMOK/RUOK and heavy
memorializing begin
10:52- VT e-mail re: gunman in
custody (incorrect)
11:13- First Facebook group
started 11:15- First Wikipedia entry
12- VT press conference;
confirm shooting
12:30- Press conference launches
crowdsourcing 1-4- ~1000 edits to VT
Wikipedia page
9:26- VT e-mail re: school
shooting 7am 8am 9am 10am 11am 12pm 1pm 2pm 3pm 4pm
Virginia
Tech
Communica
tions
Social
Media
Virginia Tech Crowdsourcing
AB (Non-VT University), 9:42pm: “My roommate just found out that he lost a very dear friend MR pray for her family and her soul tonight…thank you
EC (High School), 10:38pm: “JB and KG are also dead…”
JD (Non-VT University), 10:50pm:
“What are your sources?”
EC, 11:00pm:
“All the Facebook sites by the dozen”
JD, 11:03pm:
“Thank you”
(deleted post)
DA (Non-VT University), 11:29pm:
“Where was WS confirmed?”
CT (Non-VT University), 11:42pm:
“Sorry for the confusion earlier…WS is not confirmed although he is still missing.”
MT (VT), 12:09am: “RS as reported by another facebook group”
DA (Non-VT University), 12:10am: “It’s 17: <list of 17 names>”
MW (City), 12:08am: “<list of 16 names> Total list so far: 16”
JM (Non-VT University), 12:15am: “18 now: JB KG HL RC LS EH GL JO MT RS MR LL JL DP CH BB ML RA?”
AG (City), 12:16am: “RA…just from another facebook group…<link to Facebook group>”
2007 South California Wildfires
“The only way we all have to get good information here is for those who have it to share it. We relied on others to give us updates when they had info and we do the same for others.” –San Diego Resident
“Most of the news media…are utterly
clueless about anything in rural areas.
They constantly gave out bogus
information, like locations and directions
that made no sense at all.”- rural area
resident
Bike Crash
Agencies Using Social Media
Queensland Floods
“There’s some evidence that as landlines and power supplies went down…people still used their mobile phones to stay in touch via Facebook and Twitter.”
http://youtu.be/uNAPKmkPaOQ
Uses for Twitter during Queensland Floods
Red River Floods
New Hampshire
Break
Ridge
County
Granite
Town
Ridge
County
Granite
Town
http://youtu.be/TAQ0Q3U_B4E?t
Rapid snow melt and rainfall may result in overflow of streams, rivers, and lakes.
Ridge County flood watch
Activity 1: Update Facebook Status
Post a status on your wall about flood preparedness.
Activity 2: Facebook Collaboration
“Like” another organization that may be an important source of flood information.
Ridge
County
Granite
Town
From: NH DHHS ICC Subject: Flood Update
The State Emergency Operations Center and DHHS-Incident Command Center are at a Level 2 Activation- partially staffed. All DHHS Program areas and ESF-8 Partners are asked to monitor the situation carefully and immediately report any changes in status or requests for assistance by calling DHHS-ICC Operations.
From: NH DHHS ICC Subject: Flood Update
The following is the current status of the weather event.
As of 0700 this am
Gray, NWS & Taunton, NWS- A flood watch is in place for portions of New Hampshire, including all of Ridge County. Rain and isolated thunderstorms will continue this afternoon. The rain may be locally heavy at times. This combined with the continual winter runoff is expected to cause an increase in river levels above flood stage over the next several days. Ridge River is forecast to exceed major flood stage near 9pm on Saturday.
From: NH DHHS ICC Subject: Flood Update
Other small streams through the watch area are expected to exceed their banks and possibly flood property, roads, farmlands, and low lying areas through the period. These streams could rise quickly and become fast flowing.
Local rainfall amounts as of 5am this morning were between 1 and 2 inches. Most areas are expected to receive an additional 1 to 2 inches over the next 36 hours, but some areas could receive 3 to 5 inches of rain.
Wind will not be a factor- light from the north around 5mph. Temps will be in the 70s and 80s around the state. High confidence in predictions.
Activity 3: Tweet
Tweet a flood warning incorporating the following:
Warning for all of Ridge County
Hashtag: #FloodFake Visit organization’s website for shelter information
in the event of an evacuation
Activity 4: Retweet
Look at each other’s tweets and retweet the one that you think is the strongest message.
Activity 5: Follow
Follow a large organization.
Ridge
County
Granite
Town
Activity 6: Post a map to a shelter
www.google.com/maps
Find location & link
Click link
Post as link on your FB wall
Options for more advanced maps
Activity 7: Plug in
Search for content from a major broadcaster
Activity 8: Post a photo on Twitter
Provide visual to illustrate tweet
Ridge
County
Granite
Town
Flooding continues to be an issue in some areas of the county, while waters have begun to recede in others.
Residents are uncertain who can return and when
Activity 9: Responding to wall posts
http://advancingyourhealth.org
Not every contact via social media warrants a response, especially not when you’re getting hundreds of them a day. Ask yourself first: Does it require a response at all?
Does it need an immediate response?
Is it likely that our network will respond on our behalf?
Taking the conversation offline/off social media
Find a comment on your Facebook page and respond using whatever additional multimedia or tools you like
Activity 10: Replying
Ridge
County
Granite
Town
Immediate devastation from the floods have been addressed.
A flood watch is no longer in effect
Activity 11: Get Facebook Feedback
Post a question asking about the floods. For example:
Respondents top sources of information
Did the respondent feel prepared?
Thank Your Fans & Followers
Recognize their good work, or dedication to you as a source of information.
Start with prevention messages again
Facebook Insights
Provide page administrators with metrics around their content
Available for all pages with over 30 Likes
Facebook Insights- Impressions
Facebook Insights- Users
New Likes versus Unlikes; Page and Tab Views
Demographics- Gender, Age, Country, City, Language
External Referrers
Facebook Insights- Interactions
Post Views and Feedback
Log of posts with impressions and feedback
Page activity
Twitter Tracking
URL Tracking
Tweets Retweeted
Mentions
Lists
Conclusion
Wrap Up
What did you learn?
What benefits do you see for your organization?
What challenges did you identify?
How can we address these challenges?
What are your next steps?
Recommended Next Steps
Plan out how social media could benefit your organization
Look at ways it will or will not work well with your existing communication strategy
If your organization is already on social media, ask to be a co-administrator and learn from the others
Don’t be afraid to explore and test tools & features
Use the resource guide
Follow or like the recommended organizations
As your page grows
Buy ads to promote your page.
Add a username to your page, such as:
www.facebook.com/granitetownpolice
Put a like button on your website
Establish system for regularly updating content:
Updates from mobile phone?
Share public comments with your internal team.
Consider how much time you want to invest
Final Thoughts
Social media are just a collection of tools
Tools may change
Principles are here to stay:
Two way communication
Viral communication
User generated content
Mobile communications
Resources
American Red Cross. Web Users Increasingly Rely on Social Media to Seek Help in a Disaster. August 2010 http://www.redcross.org/portal/site/en/menuitem.94aae335470e233f6cf911df43181aa0/?vgnextoid=6bb5a96d0a94a210VgnVCM10000089f0870aRCRD
Bruns, Axel et al. Social Media Vs. The Floods. June 2011 http://www.cci.edu.au/about/media/social-media-vs-the-floods
comScore. http://blog.comscore.com/2011/06/facebook_linkedin_twitter_tumblr.html
Currie, Donya. Expert Round Table on Social Media and Risk Communications During Times of Crisis: Strategic Challenge and Opportunities (2009).
Edison Research. The Social Habit 2011. http://www.slideshare.net/webby2001/the-social-habit-2011-by-edison-research
Facebook.com
Facebook.com. We are all Khaled Said. https://www.facebook.com/elshaheeed.co.uk
Facebook.com. Boston Police Department (Official) http://www.facebook.com/BostonPoliceDepartment
Fazzina, Leigh. The 10 Most Powerful Tweets of 2010. December 2010. http://www.leighfazzina.com/2010/12/16/making-twitters-top-10-2010-tweets/
www.google.com/maps
Hubspot. State of the Twittersphere. http://blog.hubspot.com/Portals/249/sotwitter09.pdf
Los Angeles Times. Google Person Finder: a tool born of disaster, from Hurricane Katrina to Japan’s quake, tsunami. April 2011 http://latimesblogs.latimes.com/technology/2011/04/google-person-finder-started-after-haiti-hurrican-katrina-seen-advancement-in-japan-eartquake-tsunam.html
Resources
Pew Research Center.
Pew Internet & American Life Project. June 2011. http://www.pewinternet.org/
Social networking sites and our lives. http://www.pewinternet.org/~/media//Files/Reports/2011/PIP%20-%20Social%20networking%20sites%20and%20our%20lives.pdf
Miniwatts Marketing Group. Internet World Stats: Usage and Population Statistics, June 2010. http://www.internetworldstats.com/stats.htm
National Center for Health Statistics, December 2010. http://www.pewinternet.org/
Runtext. Text Message Statistics in 2010. http://runtext.com/text-message-statistics-in-2010/
Socialnomics. Social Media Revolution 2011. http://youtu.be/3SuNx0UrnEo
Sutton, Jeannette et al. Backchannels on the Front Lines: Emergent Uses of Social Media in the 207 South California Wildfires. Proceedings of the 5th International ISCRAM Confrerence, May 2008.
Today. Ann Curry’s Haiti tweet ranked most powerful of 2010. December 2010 http://today.msnbc.msn.com/id/40645273/ns/today-today_celebrates_2010/t/ann-currys-haiti-tweet-ranked-most-powerful/
www.twitpic.com
www.Twitter.com
http://twitter.com/#!/fema
Ushahidi. June 2011 http://www.ushahidi.com/
Webster, Tom. The Social Habit 2011. May 29,2011 http://www.edisonresearch.com/home/archives/2011/05/the_social_habit_2011.php