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FROM THE FRONTLINE: Using social media for crisis management @WebTaniwha #NZSOMO

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Case study presentation to the 2014 New Zealand Social Media Forum #NZSOMO on Tuesday 1 July 2014: From the frontline - social media for crisis communication

TRANSCRIPT

Page 1: Social media for crisis management

FROM THE FRONTLINE:

Using social media for crisis management

@WebTaniwha

#NZSOMO

Page 2: Social media for crisis management

DISCLAIMER::

* Know your stuff #justsayin

@WebTaniwha

#NZSOMO

Page 3: Social media for crisis management

DISCLAIMER::

* Learnings through disasters & crisis

@WebTaniwha

#NZSOMO

Page 4: Social media for crisis management

DISCLAIMER::

* The dreaded, after-lunch presenter

@WebTaniwha

#NZSOMO

Page 5: Social media for crisis management

FROM THE FRONTLINE:

What is your role?

@WebTaniwha

#NZSOMO

Page 6: Social media for crisis management

Your role:Right information at the right time

Page 7: Social media for crisis management

Your role:Champion thecommunity

Page 8: Social media for crisis management

Your role:Don’t follow,be a leader

Page 9: Social media for crisis management

FROM THE FRONTLINE:

Before an emergency

@WebTaniwha

#NZSOMO

Page 10: Social media for crisis management

BEFORE:Develop yourpolicy

Page 11: Social media for crisis management

BEFORE:Define your staffing

Page 12: Social media for crisis management

BEFORE:Prepare, practice,test, improve

Page 13: Social media for crisis management

FROM THE FRONTLINE:

During an emergency

@WebTaniwha

#NZSOMO

Page 14: Social media for crisis management

DURING:Acknowledge asap,verify later

Page 15: Social media for crisis management

DURING:Be authorative,facts & actions

http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=5l41C3utwfpoAM&tbnid=Krr_AgOj6mw9dM:&ved=0CAUQjRw&url=http://lifefm.com.au/gippsland-road-closures/749&ei=el2qU4S8GMHIkwWw7oCIDQ&bvm=bv.69620078,d.dGI&psig=AFQjCNEMnJz-Gp2w5a6B8jlLrDcAqmws2g&ust=1403760362601911
Page 16: Social media for crisis management

DURING:Turn releases intonews bites

Page 17: Social media for crisis management

DURING:Encourage sharing & help

Page 18: Social media for crisis management

DURING:Live stream yourpress conference

Page 19: Social media for crisis management

DURING:Deal to rumours#mythbuster

http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=E8R2YGh9ZQBp2M&tbnid=x63yCZsEaf3GXM:&ved=0CAUQjRw&url=http://www.stuff.co.nz/national/6596862/Wild-weather-wreaks-havoc&ei=NgaxU8bPF8yQkwWh5IGYAg&bvm=bv.69837884,d.dGc&psig=AFQjCNFag5hQsmoJAg3jUHEC-ohcczjhaQ&ust=1404196780692857
Page 20: Social media for crisis management

DURING:Go behind thescenes

Page 21: Social media for crisis management

DURING:Keep it relevant& localised

Page 22: Social media for crisis management

DURING:Right channel,right message

Page 23: Social media for crisis management

DURING:Use online map& mashup tools

Page 24: Social media for crisis management

DURING:Track trends,use intelligence

Page 25: Social media for crisis management

DURING:Website is stillat the heart

Page 26: Social media for crisis management

DURING:Stay visible, promote work

Page 27: Social media for crisis management

FROM THE FRONTLINE:

After an emergency

@WebTaniwha

#NZSOMO

Page 28: Social media for crisis management

AFTER:Continue tomonitor

Page 29: Social media for crisis management

AFTER:Debrief, learn,share, update

Page 30: Social media for crisis management

FROM THE FRONTLINE:

Key lessons & tips

@WebTaniwha

#NZSOMO

Page 31: Social media for crisis management

LESSON #1:Set clear goals& objectives

Page 32: Social media for crisis management

LESSON #2:Delegate socialmedia approval

Page 33: Social media for crisis management

LESSON #3:Avoid spam &sattire

Shakey town Christchurch I think you could do with some McDonald’s #eqnz

http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=6gxSfWUZoSN9SM&tbnid=pgoZFI9D8yfCeM:&ved=0CAUQjRw&url=http://wishurhere.wordpress.com/2011/06/21/mcdonalds-auckland-international-airport-new-zealand/&ei=z1uqU6fvFozvkgXHxIH4Bw&bvm=bv.69620078,d.dGI&psig=AFQjCNEw8-JfAEdnEEhyqqnnODcAAjJXYg&ust=1403759926575514
Page 34: Social media for crisis management

LESSON #4:Focus your social media channels

http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=5l41C3utwfpoAM&tbnid=Krr_AgOj6mw9dM:&ved=0CAUQjRw&url=http://lifefm.com.au/gippsland-road-closures/749&ei=el2qU4S8GMHIkwWw7oCIDQ&bvm=bv.69620078,d.dGI&psig=AFQjCNEMnJz-Gp2w5a6B8jlLrDcAqmws2g&ust=1403760362601911
Page 35: Social media for crisis management

LESSON #5:Regular policyreminders

Page 36: Social media for crisis management

LESSON #6:The USB stick isyour friend

Page 37: Social media for crisis management

LESSON #7:Google will helpduring crisis

Page 38: Social media for crisis management

LESSON #8:Social media isonly one tool

Page 39: Social media for crisis management

LESSON #9:Celebrate &share the wins

Page 40: Social media for crisis management

LESSON #10:Penguins reallydo trump cats!

Page 41: Social media for crisis management

MORE RESOURCES:

algim.org.nz/socialmediagoogle.org/crisisresponse

@WebTaniwha

#NZSOMO

Page 42: Social media for crisis management

WRAP UP:

Giveaway time#lovethetron

@WebTaniwha

#NZSOMO

Page 43: Social media for crisis management

TWEET OF THE DAY (MON)::

“Lots of unfollowers today. They’re either jealous of #NZSOMO or don’t know how to mute. Ciao”

@JessBovey#NZSOMO

Page 44: Social media for crisis management

TWEET OF THE DAY (TUE)::

“#NZSOMO who knew Seth Rogan moonlights as a digital guy? @shawnmoodie”

@HenryMcIntosh1#NZSOMO

Page 45: Social media for crisis management

THANKSJason DawsonGM Customer Relationships, Hamilton City Council

07 838 6507 | 021 912 571

[email protected]

http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=qbtpwidAjK9qlM&tbnid=8LKYjZXWRt26NM:&ved=0CAUQjRw&url=http://simpleicon.com/phone-symbol-2.html&ei=OyOqU8zcHYKQkwWasIHoCg&bvm=bv.69620078,d.dGI&psig=AFQjCNHBePly54pKkgQSyIwErueHPdGglg&ust=1403745465366178
http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=KtTxoVAMWT3TRM&tbnid=XokzXyl6e1Q--M:&ved=0CAUQjRw&url=http://darkfall.me/&ei=YiOqU-fbB4inkwXeiIH4DQ&bvm=bv.69620078,d.dGI&psig=AFQjCNExwEfP2EUgHTLdsjiE4fFm61FHpQ&ust=1403745504471278

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