1. Social Media Technology and Practice: Applications for Industry and the CPCU Society

2. What’s the power
of social media during
catastrophic events?
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3. The Power of Social Media
– Social media has been used as a way to
collaborate, locate people, and find volunteers
following natural disasters:
• After the Japanese tsunami in 2011, a hospital
staffer took to Twitter to communicate with US
Ambassador John Roos who was then able to
alert the embassy to evacuate patients away from
a dangerous hospital.
• A hospital in Joplin, MO used Facebook to locate
1,110 missing workers after a tornado
• A school system in Tuscaloosa found 80
volunteers in 30 minutes on Facebook

4. Consumers expectations are high
– More and more people are turning to social
media when a natural disaster strikes.
– After a catastrophe, 80% of Americans expect
emergency response agencies to monitor and
respond to social media platforms
• 76% of people contact their friends via social
media to make sure they are safe
• 35% directly post a request for help on a
responder’s Facebook page
• 1 in 5 survivors contact emergency
respondents via social media, websites, and
e-mail.
• 44% ask their online friends to contact
responders

5. How can insurers best leverage
social?
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6. Social can be leveraged at all times
PRE-CATASTROPHE
 Build relationships.
 Improve quality of
engagements.
 Serve as the insurance
expert.
 Act as a leader in safety
& prevention.
DURING CATASTROPHE
 Real-time social monitoring
and response.
 Share information around
claims and contact information.
 Serve as a first-responder
when customers (or
prospective customers) are
turning to social to share about
their losses.
 Ultimately, act as a partner in
times of crisis.
POST-CATASTROPHE
 Finding volunteers.
 Raising money.
 Locating survivors
& loved ones.
 Collaborating to
rebuild
communities.

7. During Catastrophe
•
During Hurricane Sandy, more than 20
million Sandy-related tweets were sent
despite the loss of cell phone service:
• People expressed grief and
frustration
• Shared images of the
destruction
• Provided needed information
• News organizations provided
up-to-date minute-by-minute
details

8. Post-Catastrophe: Social used to
communicate needed info to insureds

9. Tactical tips for leveraging social at all times
PRE-CATASTROPHE
 Establish your social media
presence.
 Update your statuses and
build relationships with your
insureds so they are used
to turning to you.
 Provide relevant
information and resources
to insureds. (i.e., explain
policies, coverages, provide
tips, etc.)
DURING CATASTROPHE
 Be prepared and ready to use
your smart phone, especially if
the power goes out.
 Post updates letting your
insureds know you are tuned in
to what is happening. Respond
to their questions. Let them know
that help is on the way.
 Share information around claims
and contact information.
 Serve as a first-responder when
insureds and potential insureds
are turning to social to share
about their losses.
 Ultimately, act as a partner in
times of crisis.
POST-CATASTROPHE
 Use social for
community building
efforts.
 Rally volunteers.
 Raise money for victims.
 Locate survivors & loved
ones.
 Consider creating a
Facebook page
dedicated to raising
money and food for your
community to show you
care.

10. The CPCU Society is using social
media to support members. In
addition, CPCU Society social
outlets put a community of
professionals at your fingertips.
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11. Your colleagues at your fingertips
• Join The Community to
access technical resources
through our Spotlight Posts.
• Join the CPCU Society
Group on LinkedIn. You can
start discussions and ask
questions at any time.
• Follow us on Facebook and
Twitter to be alerted to
updates and meet Society
members you can network
with.
The CPCU Society is using social
media to support members and is
a community at your fingertips.

12. Empowerment: Promote the CPCU Society
and the value of the CPCU Designation

13. Social Developments: A Look Ahead to 2014
and beyond
•
Content - Continued development and sharing of relevant information
•
Development of a new area on The Community specifically for CPCU Society
Members - Area will facilitate knowledge sharing, discussion, and networking. Also
refreshing The Community design to make more user friendly and inviting.
•
Seamless Experience - Further integration of The Community into National and
Chapter websites through more relevant feeds and linkage between the sites.
•
Moderate Private Groups on The Community – CPCU Society Chapters and
Interest Groups can now start and moderate their own groups on The Community. Let
us know if you want to start one!
•
Resources and Training – Will be offering CPCU Society Members training and
resources on social usage