Social Media During A Social Media During A Disaster/EmergencyDisaster/Emergency

A presentation by Constable Mark Smith (Calgary Police Service) A presentation by Constable Mark Smith (Calgary Police Service)

Introduction

What is Social Media?What is Social Media?

Who Uses Social Media?Who Uses Social Media?

• 74% of all internet users are now active on social media74% of all internet users are now active on social media

• 89% of people between ages of 18-29 use social media89% of people between ages of 18-29 use social media

• 82% of the 30-49 age group use social media82% of the 30-49 age group use social media

• 65% of people between 50-65 use social media65% of people between 50-65 use social media

• 49% of people over 65 years of age use social media49% of people over 65 years of age use social media

Based on research conducted (January 2014) by PEW research centerBased on research conducted (January 2014) by PEW research center

Top Reasons To Utilize Social Media During A Disaster/Emergency

• Immediacy

• Ability to Inform

• Wide Reaching

• Two-Way Information Sharing

• Rumour Management

• Easy Access

How To Be PreparedHow To Be Prepared• TrainingTraining

• EquipmentEquipment

• Communication Plan – Communication Plan – Who, Why, HowWho, Why, How

• Staff ExperienceStaff Experience

Information Overload!Information Overload!

• Inundated with information

• Train up other members of the team

• Have good equipment available

• Learn how to answer questions quickly

SM Monitoring ToolsSM Monitoring Tools

We use Radian 6, others available

Multiple operators

Limitations

Radian 6 during 2013 floods

Which Social Media To Use?Which Social Media To Use?

Top Sites With Most Active Users:Top Sites With Most Active Users:•TwitterTwitter•FacebookFacebook•RedditReddit•InstagramInstagram•YouTubeYouTube

Less Active Sites:Less Active Sites:•MyspaceMyspace

•PintrestPintrest

•FlickrFlickr

Benefits/Negatives Of Each Platform.Twitter – Positives: •Immediate information•Insert links•Attach pictures/videos •Respond quickly (rumour control)•Wide reaching

Twitter – Negatives:

•Limited to 140 characters •Inundated with questions

Facebook – Positives:

•Unlimited amount of information per post •Attach pictures/videos and web links •Shared by other users •Answer questions in posts (rumour control)

Facebook – Negatives:

•Time consuming to track questions•Less two-way communication

First Point Of Contact• You are the first point of contact

• Gain management support

• Speaks on behalf of the organization

• Email lists (Internal & other agencies)

Twitter Jail Limit of 240 tweets per hour or 2400 tweets per day

Can remain locked between 1 to 24 hours

Example:

2013 Calgary Flood – Calgary Police Service Twitter account

What Is A Verified Twitter Account? = Verified Account

Ongoing account verification by Twitter

Increased tweet cap

Able to send direct messages (DM) to all accounts [Spot the difference][Spot the difference]

Use Of The Period Symbol On Twitter

Normal reply = Seen by one user

Place (.) before reply = Seen by all followers

Tricks twitter

Use one question to answer others

Twitter Lists

• Proactively create Twitter lists

• Share Twitter list during a disaster

• Media can benefit from Twitter lists

• Allows us to control rumours

• Examples (Calgary Police, City of Calgary, Enmax, CEMA) etc…

Use Hashtags #Use Hashtags #Start using hashtags earlyStart using hashtags early

Easier conversation trackingEasier conversation tracking

Keeps community in one placeKeeps community in one place

Key Points To An Effective Online Disaster Communications Response

Develop strategic relationships pre-crisis

Listen and respond to the concerns of the public

Be honest and transparent

Be available and accommodating to the media

Communicate with sympathy

Provide key messages

If you don’t know – Say so

Release The Keys!Don’t restrict operators

Keep social media operators updated (email lists)

Utilize two-way interaction

If you don’t know the answer, say so

Don’t go Code Black! Updates….

Be sensitive and professional

Utilize Images And Video SharingUtilize Images And Video Sharing

Utilize Public Tweets & Posts To Help The Response Effort

Use available public photos/updates

Build a picture of the scene (not 100% reliable)

Share with incident commanders

Reach out to social media users (don’t be afraid to ask)

Rumour control

Only RE-TWEET official updates

Do share positive stories

Internal Messaging

• Don’t neglect internal organization messaging

• External/Internal info should be similar

• Increases morale

• Internal call out system

Should Emergency Calls Be Taken Via Social Should Emergency Calls Be Taken Via Social Media?

Things to consider: Things to consider:

Lack of information Lack of information

Privacy issuesPrivacy issues

False reportingFalse reporting

Information sharing delaysInformation sharing delays

Can SM operator dispatchCan SM operator dispatch

SM Policy & Procedure

Draft up policy for organizationDraft up policy for organization

Staff familiarizationStaff familiarization

Crisis control proceduresCrisis control procedures

• Currently not available in Canada

• Will notify any Twitter user immediately

• Highlighted notification

Don’t Be Afraid To Say Thanks!Don’t Be Afraid To Say Thanks!