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.

1. DISASTER STRIKES.
SOCIAL MEDIA RESPONDS.
Arielle Slam & Alyson Cobb
Community Health Institute/JSI Research & Training Institute, Inc.

2. 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

3. Social Media
“Social media are the
electronic tools,
technologies, and
applications that facilitate
interactive communication
and content exchange.”

4. Social Media is not a Fad
http://youtu.be/3SuNx0UrnEo

5. It’s all about the principles…
 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

6. Social Media Bingo

7. Stats

8. Internet
77.3%
90.1%

9. NH Broadband Access by Census Block

10. Internet
 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

11. Hard to Reach Populations
People with Disabilities Older Adults
 54% of adults with a  42% of adults 65+ have dial-
disability use the up internet, while 35% have
internet broadband
 41% have broadband  67% of adults 65+ say
connections internet is something they
can rely on and makes them
safer
 43% of internet users 50+
use social networking sites

12. 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

13. Facebook
43.0%
44.5%

14. Facebook
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

15. Twitter
 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

16. Mobile- Cell Phones
 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

17. 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

18. Social Media in Emergencies
 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

19. 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

20. Facebook

21. Exploring Facebook

22. Do you Facebook?

23. Facebook Pages
http://www.facebook.com/BostonPoliceDepartment

24. The Power of LIKE

26. Managing Your Facebook Page
XXXXX XXXXXXXXX

27. Managing Your Facebook Page
 Comment on a post
 Your profile
 Featured
 Permissions
 Admins
 Insights
 Apps

28. Liability Concerns
 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

29. 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

30. Facebook Pages Summary
 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

31. Twitter

32. Twitter
 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

33. 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

34. 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

35. Exploring Twitter
http://www.twitter.com

36. Break

37. Social Media Case Studies
Using case studies to realize the benefits of
social media in emergency preparedness &
response to:
a) The public
b) EM agencies

38. The Powerful Public
“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

39. 2007 Virginia Tech Shooting

40. 12- VT press conference;
10:52- VT e-mail shooting in
confirm re: gunman
Virginia
custody (incorrect)
10:16- VT e-mail re: classes
Tech 9:50- VT e-mail re: inside
canceled, stay stay inside,
Communica gunman loose school
9:26- VT e-mail re:
7am 8am shooting
tions 9am 10am 11am 12pm 1pm 2pm 3pm 4pm
10:23- Earliest known Facebook activity
Large-scale, IMOK/RUOK and heavy
memorializing begin
11:13- First Facebook group
Social started First Wikipedia entry
11:15-
12:30- Press conference launches
Media crowdsourcing edits to VT
1-4- ~1000
Wikipedia page Flickr group
2:09- VT

41. Virginia Tech Crowdsourcing
AB (Non-VT University), 9:42pm:
“My roommate just found out that he
MW (City), 12:08am:
lost a“<list of 16 names> MR pray for her
very dear friend
family and her soul16”
Total list so far: tonight…thank you
EC (High School), 10:38pm:
(deleted (VT), 12:09am:
MT post)
“JB and KG are also dead…”
“RS as reported by another JD (Non-VT University), 10:50pm:
DA (Non-VT University), 11:29pm: group”
facebook
“Where was WS confirmed?”“What are your sources?”
DA (Non-VT University), 12:10am:
EC, 11:00pm:
CT (Non-VT University), 11:42pm:
“It’s 17:
“Sorry for the names>” earlier…WS Facebook sites by the dozen”
<list of 17 confusion
“All the
is not confirmed although he JD, 11:03pm:
is still
missing.” “Thank you”

42. “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
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

43. Bike Crash

44. Agencies Using Social Media

45. 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

46. Uses for Twitter during Queensland Floods

47. Red River Floods

49. New Hampshire

50. Break

51. Ridge
County
Granite
Town

52. Ridge
County
Granite
Town

53.  Rapid snow melt and
rainfall may result in
overflow of streams,
rivers, and lakes.
 Ridge County flood
watch
http://youtu.be/TAQ0Q3U_B4E?t

54. Activity 1: Update Facebook Status
Post a status on your wall about flood preparedness.

55. Activity 2: Facebook Collaboration
“Like” another organization that may be an
important source of flood information.

56. Ridge
County
Granite
Town

57. 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.

58. 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.

59. 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.

60. 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

61. Activity 4: Retweet
Look at each other’s tweets and retweet the one that
you think is the strongest message.

62. Activity 5: Follow
Follow a large organization.

63. Ridge
County
Granite
Town

65. Activity 6: Post a map to a shelter
 www.google.com/maps  Options for more
 Find location & link advanced maps
 Click link
 Post as link on your FB
wall

66. Activity 7: Plug in
 Search for content from a major broadcaster

67. Activity 8: Post a photo on Twitter
 Provide visual to illustrate tweet

68. Ridge
County
Granite
Town

69.  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

70. Activity 9: Responding to wall posts
 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

71. Activity 10: Replying

72. Ridge
County
Granite
Town

73.  Immediate devastation from the floods have been
addressed.
 A flood watch is no longer in effect

74. Activity 11: Get Facebook Feedback
 Post a question asking
about the floods. For
example:
 Respondents top sources
of information
 Did the respondent feel
prepared?

75. Thank Your Fans & Followers
 Recognize their good work, or dedication to you as
a source of information.
 Start with prevention messages again

76. Facebook Insights
 Provide page administrators with metrics around
their content
 Available for all pages with over 30 Likes

77. Facebook Insights- Impressions

78. Facebook Insights- Users
 New Likes versus Unlikes; Page and Tab Views
 Demographics- Gender, Age, Country, City, Language
 External Referrers

79. Facebook Insights- Interactions
 Post Views and Feedback
 Log of posts with impressions and feedback
 Page activity

80. Twitter Tracking
 URL Tracking
 Tweets Retweeted
 Mentions
 Lists

81. Conclusion

82. 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?

83. 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

84. 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

85. 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

86. 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=6bb5a9
6d0a94a210VgnVCM10000089f0870aRCRD
 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

87. 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