Presentation to the Manawatu-Wanganui Civil Defence Group Public Information Managers on using social media during emergencies.

1.  Insiders guide to public information & #socialmedia
Insider’s Guide to:
Public Information
Management &
#SocialMedia
“

2.  Insiders guide to public information & #socialmedia
“
”
Hello!
Good morning.

3.  Insiders guide to public information & #socialmedia
My learnings, your
experiences *
“
”* Disclaimer

4.  Insiders guide to public information & #socialmedia
Public Information Management:
What is it?

5.  Insiders guide to public information & #socialmedia
Public information
management is necessary
before, during, and after an
emergency.
“
”Section 130; Introduction to Public Information Management
National Civil Defence Emergency Management Plan Order 2015
Enacted 1 December 2015

6.  Insiders guide to public information & #socialmedia
Provide timely, accurate and
appropriate information,
advice, or instruction to the
public.
“
”Section 131 Objectives of Public Information Management
National Civil Defence Emergency Management Plan Order 2015
Enacted 1 December 2015

7.  Insiders guide to public information & #socialmedia
Build public confidence in a
responsible, competent
operation that makes all
reasonable efforts to inform
and protect the community.
“
”Section 131 Objectives of Public Information Management
National Civil Defence Emergency Management Plan Order 2015
Enacted 1 December 2015

8.  Insiders guide to public information & #socialmedia
Promote the effective
management and co-ordination
of public information between
agencies, CDEM Groups, news
media, and the public.
“
”Section 131 Objectives of Public Information Management
National Civil Defence Emergency Management Plan Order 2015
Enacted 1 December 2015

9.  Insiders guide to public information & #socialmedia
Public Information Management:
The ‘real’ role

10.  Insiders guide to public information & #socialmedia
The PIM role:
Right information
at the right time

11.  Insiders guide to public information & #socialmedia
The PIM role:
Champions the
community

12.  Insiders guide to public information & #socialmedia
The PIM role:
Ensures an
authorative voice

13.  Insiders guide to public information & #socialmedia
The PIM role:
Advise & protect
the Controller

14.  Insiders guide to public information & #socialmedia
Public Information Management:
The structure

15.  Insiders guide to public information & #socialmedia
Public Information
Manager
Public Information
Manager
Public Information
Manager
National
Controller
Group
Controller
Local
Controller
National
level
Group
(Regional)
Level
Local
Level

16.  Insiders guide to public information & #socialmedia
Public Information
Manager
Media
liaison
Web &
social
media
Call
Centre
Internal
comms &
intranet
Admin

17.  Insiders guide to public information & #socialmedia
Public Information
Manager
NATIONAL CONTROLLER
Public Information
Manager 2IC
Web
Manager
Political
Liaison &
VIP
Stake-
holder
Relations
(external)
Media
Manager
Intl Media
Liaison
(3)
Media
briefing
/ VIPs
(2)
Media
phone
(2)
Research
(1)
Writers
(2)
Research
(2)
Media
monitor
(1)
Online
Content
publisher
& social
media
(3-4)
Community
Relations
Manager
Call
Centre
Manager
Marketing
Manager
Graphic
Design
(2)
Mayor Press
Secretary
All of Govt
Communication
Secretary
(emails)
Customer
Service
Officers
(30)
Market/
Comms
(2)
Cmmnty
Advisors
(4)

18.  Insiders guide to public information & #socialmedia
rise of social media

19.  Insiders guide to public information & #socialmedia
96%of New Zealand adults will
own a mobile device by
the end of 2016.”
 Telecommunications Users Association of New Zealand (TUANZ)
“

20.  Insiders guide to public information & #socialmedia
Social media:
Built for mobile,
extends reach

21.  Insiders guide to public information & #socialmedia
Rules of engagement:
 use real words, not txt spk
 it’s not all about you; comment &
converse
 take the time to listen

22.  Insiders guide to public information & #socialmedia
Rules of engagement:
 give credit where credit is due
 be timely, immediacy is key
 can’t say anything nice? don’t!
 beware personal vs professional

23.  Insiders guide to public information & #socialmedia
During crisis:
 be authorative – facts & actions
 acknowledge asap, verify later
 deal to rumours with #mythbuster
 keep it relevant & localised

24.  Insiders guide to public information & #socialmedia
During crisis:
 encourage sharing of messages
 thank those that help
 track event hashtag
 use social media mgmt tools

25.  Insiders guide to public information & #socialmedia
The social landscape is
emotional.
Transparency and authenticity
are not emotions.”
 Brian Solis - digital analyst, sociologist and futurist
“

26.  Insiders guide to public information & #socialmedia
Twitter is #1

27.  Insiders guide to public information & #socialmedia

28.  Insiders guide to public information & #socialmedia
Facebook #2

29.  Insiders guide to public information & #socialmedia

30.  Insiders guide to public information & #socialmedia

31.  Insiders guide to public information & #socialmedia

32.  Insiders guide to public information & #socialmedia
YouTube #3

33.  Insiders guide to public information & #socialmedia

34.  Insiders guide to public information & #socialmedia

35.  Insiders guide to public information & #socialmedia

36.  Insiders guide to public information & #socialmedia

37.  Insiders guide to public information & #socialmedia

38.  Insiders guide to public information & #socialmedia

39.  Insiders guide to public information & #socialmedia
Instagram #4

40.  Insiders guide to public information & #socialmedia
TradeMe #5

41.  Insiders guide to public information & #socialmedia
social media monitoring
news sites
Twitter
blogs
TradeMe
community
YouTube Facebook
feedback
forms
topic trends & emerging issues
planning & intelligence

42.  Insiders guide to public information & #socialmedia
PIM & Social Media:
Lessons
learned

43.  Insiders guide to public information & #socialmedia
Lesson #1:
Set clear goals
& objectives

44.  Insiders guide to public information & #socialmedia
Lesson #2:
Regular policy
reminders

45.  Insiders guide to public information & #socialmedia
Lesson #3:
Scale-up fast,
BAU continues

46.  Insiders guide to public information & #socialmedia
Lesson #4:
Monitor, monitor,
respond, monitor

47.  Insiders guide to public information & #socialmedia
Shakey town
Christchurch
I think you
could do with
some
McDonald’s
#eqnz
Lesson #5:
Avoid spam &
sattire

48.  Insiders guide to public information & #socialmedia
Lesson #6:
Delegate social
media approval

49.  Insiders guide to public information & #socialmedia
Lesson #7:
Right channel,
right message

50.  Insiders guide to public information & #socialmedia
Lesson #8:
Website is still
at the heart

51.  Insiders guide to public information & #socialmedia
Lesson #9:
Stay visible
within EOC

52.  Insiders guide to public information & #socialmedia
Lesson #10:
Choose the right
hashtag

53.  Insiders guide to public information & #socialmedia
Lesson #11:
Google will help
if needed

54.  Insiders guide to public information & #socialmedia
Lesson #12:
Social media is
only one tool

55.  Insiders guide to public information & #socialmedia
Lesson #13:
Penguins really
do trump cats

56.  Insiders guide to public information & #socialmedia
Communication is the critical thing.
If you don’t do it right, you will be
judged to have failed, regardless of
what else you do with your fire
trucks and your response.
“
”Bruce Esplin, former Emergency Services Commissioner for Victoria
- Black Saturday bushfire response

57.  Insiders guide to public information & #socialmedia
sums it up nicely

58.  Insiders guide to public information & #socialmedia
Jason Dawson
Crisis Management & Communications
021 912 571
j.sdawson@xtra.co.nz
linkedin.com/in/jasonmdawson
Thank you.“

59.  Insiders guide to public information & #socialmedia
Resources:
↘ Social Media in an Emergency Guide
↘ Hashtag Standards for Emergencies
↘ Facebook Disaster Response Guide
algim.org.nz/socialmedia