Category Archives: Uncategorized

Information Design: Is a Picture Worth a Thousand Words?

Post by: Kim Stephens

Looking back on the year, there was one  article that stood out because of its clear use of graphics and imagery to communicate risk information. During the summer of 2013, the Washington Post published a short online report about the hazards at the Potomac River Gorge titled “The Perils at Great Falls.” This spot in the river is a deadly place where 27 people have died since 2001.  Standing on the banks, it looks deceptively calm, but it is what people don’t see on the surface that can kill–erratic currents, jagged cracks, potholes and uneven terrain can trap swimmers.  The article explained those hazards with imagery that eliminated the need to read even one word.  Some commented that the piece was the definition of information design: “…the practice of presenting information in a way that fosters efficient and effective understanding of it.”  (Wikipedia)

Screenshot 2013-12-12 08.32.32

Each of the major hazards in the river were given a graphical representation. In the image above the person is shown fishing off the bank: water rises rapidly and unexpectedly, sweeping him away. I have captured a screenshot, but the original graphic is animated.

The image below shows hazards beneath the water and on the banks–cliffs that tempt people to jump in, and varied terrain underwater that can kill if you dive in the wrong spot.

Screenshot 2013-12-12 08.33.08

The Dreaded Fact Sheet
Too often,  in the world of emergency management, images are occasionally included–if one can be dredged up, but they are usually not the focus of the message delivery. Below is a typical “dangers of [insert-risk-here]” pdf’d fact sheet intended for general public consumption. One glance and I can tell you how many people have read it..not many. I understand why this happens. There is a concern that if information is boiled down to just a few words and images, then that one key item will be left out. This begs the question: how effective are long and involved explanations if the intended audience won’t take the time to read them?

Screenshot 2013-12-12 09.03.40

 Images and Social Media

Luckily, communicating with the public has gotten easier–almost everyone is connected to the internet (81%) and a large portion of our audience  has smart phones in their pockets (over 60% as of July, 2013). Yet, I still see some EMA websites with risk information readily available–as long as you download the pdf.

However, as emergency management organizations become more comfortable with social media communications,  some have adopted the culture that includes heavy use of imagery.  Pinterest, for instance, is a great example of a social platform almost solely devoted to communicating via images. As an example, here’s the same “flood-water-can-be-dangerous message” on the Maryland Emergency Management Agency’s Pinterest page.

Screenshot 2013-12-12 09.27.41

Twitter, surprisingly, is also a social platform where the use of images is key to building audiences and engagement. Recently the company added inline viewing of pictures and video, making it yet another social network where the image is king. In fact, according to Bufferapp, research even prior to this change showed that Tweets using pic.twitter.com links were 94% more likely to be Retweeted. Data analysis also suggests that Tweets with images also are more likely to receive clicks in the first place.

Following my own advice, I will keep this short, but for 2014 I think the trend of communicating risk and preparedness information to the public by using images and graphics will continue to be vital.  We have to present information in a way that our audiences want to receive it, not in the way that is most convenient–even if uploading a PDF is handy.

What do you think?

#SMEMChat Makes it to Congress

Post by: Kim Stephens

Patrice Cloutier tweeted:

And I’d have to answer…yes!

When the Social Media and Emergency Management #SMEM community started chatting at 12:30EST every Friday almost two years ago, we knew we were on to something. That day, Craig Fugate, the Director of FEMA, joined in–causing those of us who had organized the chat to literally jump up and down in our offices. It was pretty obvious that indeed we had started something that could be quite good.

Flash forward a couple of years, and in order to prepare for the Congressional Hearing that took place today (June 4, 2013) some of the staff for Congress Woman Susan Brooks asked if they could join in the #smemchat. In fact, what the staffers asked Heather Blanchard and I specifically was: “We want to ask you about your Friday activities.” I honestly had to think twice before answering that!  They wanted to join in the chat so that they could talk to practitioners directly, and it appears that the chat–as well as those who participated–made an impression. A couple of funny notes–for one, anyone can join in the chat–permission to participate is never required; and two, no one person or group is responsible for organizing the chat on a weekly basis (some people are under the impression that it is run by FEMA, but that can’t be farther from the truth). Anyone can join in, and anyone can ask questions. I would have to add one caveat: don’t try to sell a product–even a high tech social media gadget–to this group during the chat. It is a very bad idea.

During the Hearing, Ms. Brooks cited the chat as a reference–it helped her understand what the emergency management community was interested in learning from the private sector witnesses. The chats are always a place to get a good understanding of what others are thinking and doing across the country related to social media–which is why it has persisted for so long.

Very cool.

The Hearing was titled: “Subcommittee Hearing: Emergency MGMT 2.0: How #SocialMedia & New Tech are Transforming Preparedness, Response, & Recovery #Disasters #Part1 #Privatesector.” There are a whole lot of hashtags in that title! Below are the witnesses that testified today along with links to their written testimony.

Mr. Matthew Stepka
Vice President
Google.org
Witness Statement [PDF]

Mr. Jason Payne
Philanthropy Engineering Team Lead
Palantir Technologies
Witness Statement [PDF]

Mr. Michael Beckerman
President and CEO
The Internet Association
Witness Statement [PDF]
Witness Truth in Testimony [PDF]

Mr. Jorge L. Cardenas
Vice President
Asset Management and Centralized Services
Public Service Enterprise Group, Inc.
Witness Statement [PDF]

Research from Social Web Disaster Management Conference

Below are the papers from the “SWDM’12” Workshop (Social Web for Disaster Management) which took place in Lyon, France.  These are all academic papers. Thanks to @cwardell for calling my attention to them.

Information Cascades in Social Media in Response to a Crisis: A Preliminary Model and a Case Study (Page 653)
Cindy Hui, Yulia Tyshchuk, William Wallace, Malik Magdon-Ismail, Mark Goldberg

User Community Reconstruction Using Sampled Microblogging Data (Page 657)
Miki Enoki, Yohei Ikawa, Raymond Rudy

Towards Situational Pattern Mining from Microblogging Activity (Page 661)
Nathan Gnanasambandam, Keith Thompson, Ion Ho, Sarah Lam, Sang Won Yoon

Mining Conversations of Geographically Changing Users (Page 667)
Liam McNamara, Christian Rohner

Characterization of Social Media Response to Natural Disasters (Page 671)
Seema Nagar, Aaditeshwar Seth, Anupam Joshi

Rumor Spreading and Inoculation of Nodes in Complex Networks (Page 675)
Anurag Singh, Yatindra Singh

Bursty Event Detection from Text Streams for Disaster Management (Page 679)
Sungjun Lee, Sangjin Lee, Kwanho Kim, Jonghun Park

Automatic Sub-Event Detection in Emergency Management Using Social Media (Page 683)
Daniela Pohl, Abdelhamid Bouchachia, Hermann Hellwagner

Location Inference Using Microblog Messages (Page 687)
Yohei Ikawa, Miki Enoki, Michiaki Tatsubori

SocialEMIS: Improving Emergency Preparedness Through Collaboration (Page 691)
Ouejdane Mejri, Pierluigi Plebani

Emergency Situation Awareness from Twitter for Crisis Management (Page 695)
Mark Cameron, Robert Power, Bella Robinson, Jie Yin

MECA: Mobile Edge Capture and Analysis Middleware for Social Sensing Applications (Page 699)
Fan Ye, Raghu Ganti, Raheleh Dimaghani, Keith Grueneberg, Seraphin Calo

The Use of Social Media within the Global Disaster Alert and Coordination System (GDACS) (Page 703)
Beate Stollberg, Tom de Groeve

Evaluating the Impact of Incorporating Information from Social Media Streams in Disaster Relief Routing (Page 707)
Ashlea Milburn, Clarence Wardell

Tweeting about the Tsunami? – Mining Twitter for Information on the Tohoku Earthquake and Tsunami (Page 709)
Akiko Murakami, Tetsuya Nasukawa

Mass and Social Media Corpus Analysis after the 2011 Great East Japan Earthquake (Page 711)
Shosuke Sato, Michiaki Tatsubori, Fumihiko Imamura

Social Media and SMS in the Haiti Earthquake (Page 713)
Julie Dugdale, Bartel Van de Walle, Corinna Koeppinghoff

Social Web in Disaster Archives (Page 715)
Michiaki Tatsubori, Hideo Watanabe, Akihiro Shibayama, Shosuke Sato, Fumihiko Imamura

Social Networking Bill of Rights Info-graphic

Not sure why this is the week of the info graphic, but here is another one for you. This graphic comes from Backgroundcheck.org and describes the multitude of concerns around the issue of people being asked to give permission to employers or educational institutions for access to their personal social media profiles.

Social Networking Bill of Rights
Via: Online Background Check Resource

Instagram: Instant Billionaire Infographic

This fun info-graphic explains the rise of Instagram and Facebook’s recent purchase of the company. Thanks to Tony Shin @ohtinytony who sent this to me.
Purchase of Instagram
Created by: Online MBA Programs

“Information Aid”: As important to disaster survivors as food

Post by: Kim Stephens

After a disaster, the flow of information on social networks is often thought of and discussed in terms of what is coming from the impacted community. We debate at length the value of this content, its veracity and how the first responder community could or should use this type of data. However, what is not discussed as often is the information being provided to the survivors and its impact on their recovery.

Social media have democratized the ability for people to provide what Patrick Meier calls “information aid” or  “information relief” to impacted communities (it is his notion that information is as important as food). This in turn has created a new kind of volunteer, a social media “content curator”.  A study in Australia, published by the Australian Journal of Emergency Management,  looked at this type of activity after the January 2011 flooding and cyclone events and found that citizens who start community-based social media pages (particularly facebook in this example) act as filters and amplifiers of official information for those that were impacted (see the example of this from Missouri). They conclude that not only does this type of activity help provide survivors with timely public safety related information but also enables a sense of “connectedness…both to loved ones and to the broader community, providing reassurance, support and routes to assistance.” They call this  “psychological first aid” which aims to “reduce initial distress, meet current needs, promote flexible coping and encourage adjustment.” See this article for more info about psychological first aid. Their study is one of the first of its kind to look at the role of social media in this capacity and they found that people not only relied on these community pages for information, but that it did make them feel connected to others, encouraged by help given, and hopeful. Of note, the responses for feeling “suspicious or mistrustful of the information” were very low (4 and 5 %).

Content Curators

Although this type of volunteer is starting to become more formalized with efforts by organizations such as the Standby Crisis Task Force, CrisisCommons, and Humanity Road, it also can happen in a very spontaneous and, at first, unorganized manner with a person simply starting a Facebook fan page at the outset of a disaster. This example repeated itself again and again this year, and is best exemplified by the 18 year old girl that started a Facebook page in Monson, Massachusetts while still hunkered down in her basement as a tornado passed overhead. The page was titled simply “Monson Tornado Watch.” It grew to be one of the main sources of information for their town’s citizens as  volunteer organizations and regular citizens alike embraced it as a place to post any and all information they could find regarding response and recovery activities. Very quickly, one-fourth of the entire population became a “fan.” This page is still up and continues to be a place where people congregate virtually to provide and find information about recovery, as well as a place to connect and support each other.

Another great example of this type of social media spontaneous content curator  is from Joplin, Missouri, where many different people and groups started community-based pages with the intention of amplifying official information for survivors. One  facebook page, “Joplin Tornado Info” or JTI , even resulted in a guide: “Using social media in disasters“. JTI was started by a mother and daughter team with no public information or emergency management background. However, they understood the need for standard operating procedures, which they developed and detail in the guide.  Although the guide does not address the psychological reason behind the desire to start this type of facebook page, they do state that they simply wanted  “to be a clearinghouse for information, aid communication, and resources, not to champion any specific organization.”

Another reason their efforts were successful was due to their understanding of the scope of information they should be providing. “Ideally, a page covers a single  affected community.  Otherwise,  the information to be gathered and communicated  becomes  impossible to provide in a meaningful way to your  audience.” They also understood that people were often accessing this information on their smart-phones, sometimes while on their property cleaning up–not sitting at a computer watching the social stream. Therefore, their strategy was to repost vital contnet so that it didn’t get lost. “Timelines move fast, so reposting the same information during the day is a good idea.”

In conclusion, as emergency management organizations grapple with how to deal with this type of spontaneous volunteer, it is worth keeping in mind  what the authors of the Australian study found:

“…social media in this context is not to replace face-to-face support or contact, or to replace official warning services, but it can expand capacity to deliver information, extend the reach of official messages and limit the psychological damage caused by rumours and sensationalised media reporting. A mix and balance of official and informal information sources and communication channels is likely to be the best way to enhance emergency management capability.

Empowering individuals and communities to help themselves through provision of accurate, timely and relevant information and a mechanism to connect with others are fundamental needs that social media can deliver. The dynamic and organic nature of social media is such that pages and sites take on a life of their own. Self-regulation and careful administration are elements that serve to ensure that the sites that succeed are those that listen and support the needs of their users.

Social Media are about Engagement, not Control

 

Post by: Kim Stephens

I’ve been in two meetings this week where public officials have stated that their job was in some way  to “control social media”.  One person stated that in an upcoming exercise “We are going to ‘play’ some social media and learn how to control that…”. In the another conversation a public information officer indicated that their office didn’t mind interaction and public comments on their social media platforms “…as long as people write things that don’t reflect negatively on our organization.” Whoa! Both of those statement had me floored because they demonstrated how those folks misunderstood the power of the medium. Fire Chief Bill Boyd, a longtime social media evangelist and a person who “gets it” stated in a post today that it is about “community engagement, not public communication”.  Exactly.

The power of using social platforms for engagement is important during every phase of emergency management but particularly in the preparedness phase when your organization is trying to cultivate and build relationships with the entire stakeholder community: volunteer organizations, CERT members, advisory committees, other agencies, etc, the list is long. If you are simply pushing information to these groups via your social platforms without any hope, desire or expectation of input, then, believe it or not… you won’t get any input!

How?

There are numerous articles that describe how to create social media engagement/content strategies; what’s interesting to me is that they detail NOT how to push your organization’s information (e.g. “What we do and Who we are”) but rather how to LISTEN to your citizens and stakeholders to discover who they are and what they want from you.  I like this list from  the SocialMedia Examiner , even though it is related to business marketing, that details the three important elements to creating an effective content strategy:

To see how this is done right in the public sector, one of the best examples is NASA. This newsletter, “IT Talk: Social Media at NASA“, explores their use of the tools. The social media manager, Stephanie L. Schierholz, states that pushing NASA “news” is one component, however

“…the real value of NASA’s use of social media can be seen in the level of engagement and the communities that form around them. It is called social media because our fans and followers have a reasonable expectation that their questions may be answered and their comments heard.”

For More info: The IACP Center for Social Media has an entire tab devoted to the subject of “Community Outreach and Citizen Engagement“. Explore the case studies listed as well as the fact sheets and publications.

March 2 Tornados: 20 minutes of Twitter monitoring

  1. Post by: Kim Stephens
    I hear from some emergency managers that social media is “just rumors”. “Listening” to twitter for 20 minutes during the March 2, 2012 tornado outbreak proves otherwise.
    These storms were predicted to be bad.
  2. Share
    Whatever beasts develop tomorrow they have a chance at moving at over 60mph so you must react when a warning is issued! #severe #tornado
    Thu, Mar 01 2012 23:07:07
  3. Share
    A significant #tornado outbreak will unfold today. Greatest threat in KY, TN. Pls take necessary precautions. wxch.nl/yRAyVA
    Fri, Mar 02 2012 07:13:02
  4. Share

    Very serious tornado threat tdy/ton!Intense/large/long track tornadoes possible! Pls take seriously & let ppl know! http://pic.twitter.com/bSPtD3Yi
    Fri, Mar 02 2012 04:49:15
  5. Share
    “Tornado Emergency.” Large “violent” tornado in north Alabama 1.usa.gov/yF2OnW
    Fri, Mar 02 2012 11:26:54
  6. Tweets that have a hyperlink to a government source are highly credible.
  7. Share
    RT @severestudios: LARGE “WEDGE” tornado in northern Madison County, AL. TORNADO EMERGENCY for NEW MARKET. #tornado #alwx (10:20am)
    Fri, Mar 02 2012 11:29:43
  8. Share

    RT @spann: Two tornadoes showing now over Limestone and Madison. Debris signature. Very dangerous situation #alwx http://pic.twitter.com/7z6xcEkz
    Fri, Mar 02 2012 11:26:56
  9. The weather service personnel include “twitpics” or pictures uploaded to twitter. This helps people who are looking at the info on a smart phone. It also makes the info readily available without having to navigate away from the twitter client. Clearly NWS personnel were monitoring social media as well as using the tool to disseminate information.
  10. Share
    Just got to #NSWW and are out by the Oz Safe Rooms booth covering the #tornado outbreak on social media.
    Fri, Mar 02 2012 11:30:28
  11. Share
    RT @ChaserCentral: SPOTTERS WERE TRACKING A LARGE AND EXTREMELY DANGEROUS TORNADO.THIS IS A TORNADO EMERGENCY #huntsville AL #Tornado
    Fri, Mar 02 2012 11:31:01
  12. Citizens listening to the radio and tweeting info could be called “scanner tweeters”.
  13. Share
    #Madison #Alabama live radio scanner feed tiny.cc/jk9te #Tornado confirmed
    Fri, Mar 02 2012 11:31:06
  14. Citizens repeated info and added colorful explicatives. This one can be printed.
  15. Share
    Yikes! RT @LindsayWKennedy Tornado on the ground 110 miles south of Nashville in northern Alabama. Here we go. #Classic12 #tnwx
    Fri, Mar 02 2012 11:27:05
  16. A little gallows humor enters into the mix.
  17. Share

    Bro-in-law just called to urge us to take #tornado photos, if possible. Gee, thanks! #virginia #roadtrip http://instagr.am/p/HrUN90pfzE/
    Fri, Mar 02 2012 11:33:11
  18. The fact that Buckhorn High School was potentially going to take a direct hit was retweeted extensively. The originator of the information was James Spann (@spann) a very well respected local meteorologist.
  19. Share
    RT @spann: Tornado on ground headed directly towards Buckhorn High School #alwx
    Fri, Mar 02 2012 11:26:17
  20. These tweets would make any parent terrified.
  21. Share
    RT @TWCBreaking: Damage reported at Buckhorn High School. This #tornado is large and heading towards the New Market, AL area.
    Fri, Mar 02 2012 11:29:31
  22. However, very soon, it was reported that all students were safe.
  23. Share
    “@TWCBreaking: Very good news. All students are safe at Buckhorn High School in Madison Co., AL. #tornado”
    Fri, Mar 02 2012 11:36:32
  24. Other schools announced that they would not be open.
  25. Share
    Walker County schools are closed tomorrow. #alwx
    Thu, Mar 01 2012 23:02:01
  26. It did not take any time at all for information and photos about damage to be posted.
  27. Share
    #AL ► Damage #photos starting to surface from #Alabama.
    bit.ly/w5ammG
    – @ChaserCentral #alwx #tornado
    Fri, Mar 02 2012 11:26:16
  28. Share
    Picking up #damage #linedown #warning and #tornado category tags for TtT – see map: bit.ly/vZuSHu #alwx #gawx #tnwx
    Fri, Mar 02 2012 11:28:11
  29. Share

    Foto van de enorme hagel stenen in Amerika –> https://p.twimg.com/Am_p7z0CQAAV4tS.jpg #noodweer #tornado
    Fri, Mar 02 2012 11:36:14
  30. Share
    Damage reports and search & rescue in Meridianville, AL #alwx #tnwx
    Fri, Mar 02 2012 11:27:27
  31. Share
    RT @TWCBreaking: Receiving preliminary reports of significant damage in northern Madison County, AL. #tornado
    Fri, Mar 02 2012 11:30:03
  32. Share
    been on the ground for a loooooooooong time. Took the Hytop radar out. #Tornado
    Fri, Mar 02 2012 11:36:36
  33. The Correction center was reported as taking a direct hit–again by James Spann.
  34. Share
    @spann Per scanner The correctional center took a direct hit from poss #TORNADO #alwx
    Fri, Mar 02 2012 11:36:36
  35. Apparently, unlike the High School, they did sustain injuries.
  36. Share
    #AL ► Multiple #injuries ► #Loc East Limestone Correctional Facility.
    @spann via WHNT #alwx #tornado
    Fri, Mar 02 2012 11:36:07
  37. Share
    #Tornado wrecks homes in Alabama – Huntsville-Madison County Emergency Management Office says ambulances responding > bit.ly/z5LXOQ
    Fri, Mar 02 2012 11:35:40
  38. Share

    Amerika: Eerste foto van schade door de #tornado in Limestone County http://yfrog.com/h2netlwjj
    Fri, Mar 02 2012 11:34:13
  39. News organizations often ask for pictures to be sent in.
  40. Share
    *** Please send your #SEVERE #TORNADO photos to @weatherchannel ***
    Fri, Mar 02 2012 11:36:12

Meteorologist embrace social media

Post by: Kim Stephens

Meteorologist are fast becoming some of the most ardent proponents of social media. I love this video from The Weather Channel on why social media is important. I’m posting this so that I have it in my arsenal next time I present!

I noticed it doesn’t want to show from the blog site so I’ve included the link below.
http://www.weather.com/weather/videos/news-41/top-stories-169/education-of-disaster-being-connected-25892

December List: UK Police Superintendent understands the power virtual engagement

Post by: Kim Stephens

8 August 2011 London riots - police push riote...

Image via Wikipedia

For the most part, my blog focuses on  emergency management, I don’t tend to delve into the use of the social media by law enforcement as much. However, there are lessons emergency managers can learn from this community when it comes to the use of social networks for crisis communications and citizen engagement. This is why my next choice for the top #SMEM example for 2011 is not only a law enforcement officer, but an international example as well: West Midland’s PD Superintendent, Mark Payne.

Police throughout the UK have been heavily criticized for how they responded to summer 2011 riots that spread across England. Their failures were debated in the international media for months (especially the debate about whether or not social media sites should have been shut down); internal After Action reviews  identified many areas for improvement. The Guardian article, “Revealed: How Police lost control of summer riots in first crucial 48 hours,” describes the Police Federation report which found one of the top concerns to be communication failures that resulted in front line officers feeling “directionless”.   The report, however, also touched on the use of social networks and pointed out the important role they played in providing “essential intelligence that was not, and would not, have been available through conventional methods.”

Mark Payne, however,  understood the value of social media, even well before the riots. Before being promoted to Superintendent, he was the head of the Press Office (or PIO), which appears to have made him not only an  effective communicator, but a person well aware of the power of social networks. Through his leadership, the department has fully embraced the medium as demonstrated by this helpful list of all of the platforms where they have presence.  Superintendent Payne also has his own official blog and twitter account.

Mr. Payne used his blog to describe his experience during the riots and the role social media played for his department. In that blog post–worth printing and tacking to the wall, he outlines some key points:

  • Yes, social networks helped posters organize, but instead of trying to shut down the networks police need to “show up” to these virtual organizing sessions just as they would to a physical location.
    • “When protests were being organised in student union bars, our answer was not to try and close down every bar and pub where the meetings might happen. Instead we chose to overtly approach these meetings and speak to the organisers to help us plan. Where co-operation was not forthcoming, we used covert tactics to gain a better understanding. In my view we should be taking exactly the same approach to social media.”
  • Authorities should use twitter to update community members and there ARE  consequences of not participating.
    •  “One thing that we have seen over and over again during emergency situations is that where there is no information coming from the authorities, the gap will be plugged by speculation.”
  • News media will pick up  your twitter feed as a source of verified, official information–as long as you do a good job.
    • “National TV channels were running banner headlines which were straight lifts from my tweets. I gained 5000 extra followers in the 24 hours after the riots started which gives you some idea of the amount of people who wanted to be kept up to date.”

He also has four key lessons he wants other departments to take away from his experience:

  1. Use the tools before a crisis.
  2. You will probably make mistakes: don’t let this fear stop you. We’re all human and people will not hold this against you or your department. (Left unsaid, they will hold it against you if you don’t provide timely updates.)
  3. Reach out to the existing  networks.
  4. Be engaging: answer questions and don’t just push information.

Thanks to Dan Slee (who writes a great blog on social media and local government) for reminding me about this story.

See also: “How blogger and police countered riot rumours in Wolverhamton.”

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