Social Media for Crisis

Communications

Ksenia Coffman

Firetide

April 2011

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Social Media: Is It For Us?

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Security Incidents Will Happen

You may be called

upon to provide

information

Even act as a

spokesperson

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Social Media

People turn to it in case of an emergency

It is extremely fast

moving

People expect

engagement,

not broadcasting

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But broadcasting

is better

than silence

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A few vocal critics can incite others

They can damage your reputation

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Use Social Media to

Respond to Criticism

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“TSA Took My Son!”

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What do you know? Airports have cameras!

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Video footage posted on TSA blog next day

http://blog.tsa.gov

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TSA wins!

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Use Social Media as

Backup Channel for

Mass Notification

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Active Shooter – UT Austin, Sept 28, 2010

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Use social media to

� Respond to criticism

� Supplement mass notification systems

� Alert community to the emergencies

� Marketing and promotions

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Start your social media presence now.

Imagine…

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Or this scenario…

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What will you need?

� Twitter stream

� Facebook page

� Blog

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Twitter: Corporate Account

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Twitter: Professional Account

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Facebook Page

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Blog

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Social media

is not

rocket science

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Thank You!

Ksenia Coffman, Firetide

kcoffman@firetide.com

Twitter: @KseniaCoffman, @Firetide

Firetide booth # 24083