Researchers Review Boston Bombing Social Media Activity

Post by: Kim Stephens

Project HEROIC–which stands for Hazards, Emergency Response, and Online Informal Communications (see footnote)–took a close look at the online activity of official organizations during the recent domestic terrorist event in Boston and the ensuing suspect chase–that seemed like a marathon in itself.  They released a report today (May 10) titled “Following the Bombing” which I have summarize below.

Their Methodology and Findings

In order to understand  what types of information was provided to the public and how broadly it was distributed, the project team reviewed 29 different government agency or related Twitter accounts. The first question might be: why only Twitter? Researchers like Twitter–the data is easy to grab and analyze.

The project team reviewed two main items: 1. Rate of posting by the selected organizations and elected officials;  and 2. The percent change in followers  (spoiler alert: Boston PD had a 500% increase and the Boston PD PIO Cheryl Fiandaca had a 2291% increase).  The rate that these organizations posted was tied to their increase in followers, which is no surprise, however, there was a notable exception–Boston Fire Department.

Boston FD gained a 25% increase in followers without posting once the day of the attack. Their absence  was not lost on the Twittersphere, and the Boston FD even felt it necessary to defend their decision the next day.  They Tweeted that they deliberately did not post any Tweets from the scene because it is their policy not to “…show any injured person or discuss our treatment.” Quite a few people, however, thought their decision was unfortunate; at a minimum they could have simply ReTweeted the Boston PD account. As the researchers pointed out:  ”…organizations that have increased their network size must provide information of value and to be aware that the public is watching.” Honestly, its about trust. People who follow official accounts do so because they know they can trust the content. The public followers also have a notion that they will provided information in timely manner-especially during incidents such as this one where everyone was looking for any tidbit  they could find in order to make sense out of the chaos.  It is not a stretch to see why people were upset.

Read the whole report here. I like some of their questions they pose at the end:  What can organizations do to ensure their newfound followers stick around? and What educational preparedness-type information should organizations provide to take advantage of the narrow window of attention they have? Let me know your thoughts.

Footnote: “Project HEROIC is a collaborative, NSF funded effort by researchers at the University of Colorado at Colorado Springs and the University of California-Irvine to better understand the dynamics of informal online communication in response to extreme events. Through a combination of data collection and modeling of conversation dynamics, the project team aims to understand the relationship between hazard events, informal communication and emergency response.” (via: http://heroicproject.org/)

Related articles

• 3 Observations: Social Media and the Boston PD #BostonMarathon (idisaster.wordpress.com)
• How Social Media was used During the Boston Marathon Bombings (abarbuto3.wordpress.com)

Using YouTube to Communicate Preparedness Messages

Post by: Kim Stephens

Image via CrunchBase

When communicating life safety and preparedness information online, it is really important to remember what retailers have already learned: video sells your message much better than text. The article “10 Web Video Stastics You Need to Know” details some interesting trends in how people are consuming web-based and mobile content. Five key points:

1.  Visitors who view video stay two minutes longer on average (Comscore)
2.  59% of senior executives prefer to watch video instead of reading text. (Forbes)
3.  50% of smartphone users watch web video on their mobile device. (Google Blog)
4. Video and other multi-media product viewing options were rated more effective than any other site initiatives in an Adobe survey of almost 2,000 interactive marketers. (Adobe)
5. Video in email marketing has been shown to increase click-through rates by over 96% (Implix Email Marketing Trends Survey)

What does that mean for the public sector? It means that we need to be more creative in content production and distribution. This, of course, is already happening. A simple search on YouTube for “emergency preparedness” yields 17,900 results. The content of these preparedness videos, however, does not always compel viewership. To be frank, if your video is lame, no one is going to watch it. Content is king–even with video.

One of the best videos I’ve seen to date is the recent Department of Homeland Security grant funded project produced by the city of Houston, titled: Run, Hide, Fight, which describes what citizens should do in the event of an active shooter in an office building (or any building). The release, or at least circulation, was very timely–just after the movie theatre shooting in Colorado. The best thing about the video is that the viewer feels genuine concern about the actors. I watched the entire 5:55 minutes to see who survived.

I did find the content, however, to miss the mark in some respects: they completely forget people with access and functional needs, both in terms of production and distribution. The video is not captioned nor is there a script readily available, and furthermore, they depict every person in the video as young and able-bodied. What about a person that does not hear that a shooting is happening in the building? What about a person that is in a wheelchair and therefore can’t run, hide, or fight easily?  They also disabled the comment section on the YouTube platform, which is unfortunate, in my opinion. How else will they learn what people thought about the content?  Nonetheless, the video is compelling. It made me consider my own exit and/or hide plan.

Does your agency have any videos ready for production? Let me know!

Could Social Media Save Your EM Job?

Post by: Kim Stephens

It is no secret that budget cuts have impacted the emergency management community directly, particularly the position of EM Director. Some community leaders view the EM’s job as dispensable, one that can be filled by the Fire Chief or by a very limited part-time person or volunteer. Isn’t the EM job only necessary in a “disaster”? However, I believe that by using social networking tools to provide a continuous stream of preparedness and crisis communications, EMs can demonstrate the value of  their organization to the community every day. These tools also help EMs build relationships with community members that was never possible with traditional websites. This comes in handy when the time comes for the budget ax. I was very happy today to see a direct example of this from Laclede County, Missouri Office of Emergency Management.

I love this post to their Facebook page, they tell the public how much of the overall budget their office represents, only 1.27%, and request people to “weigh in” on the upcoming hearing.

Getting people to support your office, of course, depends on how well received you are in your community. But, gaining  support for emergency services from people that might not ever personally need your direct assistance can be challenging. By using social media, however, you can connect to community members and provide relevant advise people can heed in their daily lives.  The word “relevance” is key. If you are not relevant in someone’s life then they will not think twice about removing your service from their list of items they have to pay for on the tax bill. Laclede OEM appears to do a great job getting that relevant content to their followers and do have a healthy fan base.

Good luck Laclede! Let us all know how it goes on the 11th!