Smartphone Apps, the Next Step for Social Media and Emergency Management?

Post by: Kim Stephens

bushfire (Photo credit: theangrypenguin)

One thing we are hearing loud and clear from the January, 2013 Australian bushfire disaster is that people are turning to social media for information. This is demonstrated by a quote from Stuart Howie of “The Border Mail” in an article titled “Opinion: Social media a life saver.”

Indeed yesterday, as bushfires swept across large tracts of land in New South Wales and destroyed properties in Victoria, social media helped save lives. Just as it is hard to predict what the winds of change will do during these infernos, it may be dangerous to hazard a guess at how many lives. A few? Dozens? Perhaps many more. However, I have no doubt that the ability of social media in conjunction with established media outlets to spread emergency information to scattered communities meant residents were, in many circumstances, kept as well informed as the fire crews battling the constantly changing circumstances. And they got out of the path of annihilation.

But believe it or not, I don’t think the lesson to be learned from this event will be that social media can help spread information. Numerous disasters, including SuperStorm Sandy, have made this use of social networking almost self-evident. One thing we might learn, however, is the increasing power and usefulness of mobile applications, provided they are done well. The private sector is also learning this lesson, see the article “Forget social media, smartphone apps are the new customer service tool.”

The Need to Provide Mobile-Ready Information 

During a crisis, organizations are increasingly comfortable with providing critical information and emergency updates via social media. However, one of the lessons we have learned as an SMEM community, is that the people who most need the information are also the least likely to be viewing it on a computer screen.  Therefore, when a hyperlink is included in a Tweet or a Facebook post it should link to information that is mobile ready. Some would even argue that in low bandwidth situations, a link shouldn’t be included at all.

The  Country Fire Authority (CFA) of Victoria, Australia or @CFA_Updates on Twitter, seems to have learned the mobile-ready lesson. According to their Facebook page, the CFA  is one of the largest volunteer-based emergency management organizations in the world and are one of the main agencies involved in bushfire fighting. Via their social media platforms, including Facebook and Twitter, during this recent disaster, they have been providing a constant stream of official emergency warnings, incident updates and media releases.

This Tweet, however, really impressed me:

18km South East Nelson, Advice, 08/01/13 11:11 PM – for latest info see bit.ly/CFAVIC #bushfires—
CFA Updates (@CFA_Updates) January 08, 2013

Why? I clicked on the link in the Tweet on my smartphone, because the Tweet itself made no sense to me, and I expected a long delay for a website to download. Instead, I was directed to their mobile-ready content. Furthermore, once there I had the choice of downloading their mobile app, which I did.

What’s in the App?

The content of the App is very impressive, even though, as they state on their website, some people have experienced problems with the latest version–which is really unfortunate timing. An article titled “CFA website can’t handle the heat” noted how the CFA website and phone app had to be placed on separate servers after both had problems during the worst of the heatwave due to extremely high user demand. There’s a lesson learned–or re-learned–there are well! Nonetheless, I was able to navigate through the most of the app without too many issues.

There are many things I found useful, but I’d like to highlight 5 items.

1. The application has a very handy map interface that allows users to quickly see  where fires are located as well as the fire’s current status. People can even sign up to get alerts of warnings when fires are within a specified radius of the user-defined “Watch Zone.”
2. Each fire symbol is clickable which takes the user to a screen that provides detailed information about that event, including how many trucks are on scene and the percent contained.
3. One thing I LOVE about the “Incident Detail” screen is that users can share the details of an incident to their social networks straight from the app. Providing an easy way for citizens to share your content should be a goal of every organization:  the more information is shared the more it is seen. 
4. The app does not squelch the sharing of user-generated content, in fact it encourages it. A tab for “photos” reveals contributions from citizens who have uploaded images to the app. The purpose is to provide situational awareness content from the perspective of the community, but the unstated purpose is more psychological. People like to feel that they are contributing in emergency situations, even if it is a small act such as uploading a picture. This feature sends a huge signal to the community that says: “We are all in this together.”
5. Their social media streams are embedded in the app. This means that the user does not have to leave the environment of the app in order to view this content. This makes for a handy one-stop shop for all of their streams of communication. I noticed, however, that this feature seems to be where some of their current bugs are occurring.

What’s Next?

Despite the little hiccups with the app during this current disaster, I see it as the future. What I also see, however, are other issues that will need to be resolved. For example, during a crisis whose app will the community be encouraged to use?The one from the American Red Cross, FEMA, the local Fire Service, Emergency Management Office, or the local City or County Government? Or will citizens be forced to download all of them and then go from app to app to gain all of the particulars they need, from protective action measures to recovery information. Open data is probably they answer, but that’s another post!

Let me know what you think? Is your organization developing a mobile app?

Related articles

• Social media plays key safety role (bigpondnews.com)
• CFA website can’t handle the heat (theage.com.au)
• Bid to restore Vic fire website and app (bigpondnews.com)

Related articles

• Bid to restore Vic fire website and app (bigpondnews.com)

#SMEM Challenge for 2013: What do I post? Are you ready to be amazing?

Post by: Kim Stephens

It is easy for emergency managers to learn   social media in terms of the purely technical aspects–these platforms are pretty straightforward to use. However, one of the complaints I often hear, is “Now what?” Never before has the EM community been expected to communicate with the public on an almost daily basis. Once an emergency manager has a Twitter feed and a Facebook page they  understand that they have to post something so that it doesn’t look like a ghost town, but what?

Deciding what to post is not usually a problem during an emergency or a disaster situation, but social communication during the preparedness phase can be  challenging (even after an organization has determined they will invest time and resources to the effort). There are several inter-related issues to consider:

1. Coordination with response partners.
   
2. Managing Public Expectations.
3. Being creative enough to get the public’s attention.

Coordination with response partners

In bigger communities it is increasingly common for almost every department or agency to have their own social media account.  The Department of Transportation is likely to be posting information road closures, traffic problems, and real-time road conditions during storms:

@MayorSRB Primary roads have been treated using 619 tons of salt. All 311 requests have been abated. The weather is expected to end at 3PM.—
Baltimore City DOT (@bmoretraffic) December 29, 2012

Police Departments tend to post content about  a wide range of activities from car crashes, to arrests, to the weather, as well as safety tips.

It only takes 10sec for a thief to take anything left in your car. From CDs, gym bags etc! So, when you leave your car, leave it empty!—
Baltimore Police (@BaltimorePolice) January 04, 2013

Fire Departments often provide updates about where they are responding, fire prevention tips, and general safety information as well.

BCFD reminds public that high winds can bring down trees and power lines which create dangerous conditions for everyone. Avoid at all cost!—
BCFD (@BaltimoreFire) December 30, 2012

So, where does that leave the Office of Emergency Management?  If all of the “sexy” up-to-the minute content is being reported by other agencies, what’s left to be said? Even once your agency decides what “lane” you should be posting in, it’s still possible that other city or county agencies will infringe on your territory. I have heard statements from some annoyed EMs such as: Why did the Fire Department post emergency preparedness content? That’s my job!

Solution:  In order to prevent “social-media envy” coordination and collaboration are key. The results of coordination could manifest in a city or county-wide written content strategy or simply in a verbal agreement regarding expectations. However, it is important to keep in mind that in the social media world, repetition of a message is NOT a bad thing. Your Tweets and Facebook updates  are never seen by everyone that follows you (see Jim Garrow’s article “The Demise of Facebook” in which he points out how few people actually do see what you are posting in their feed). Therefore, amplifying each other’s messages should be an overarching goal.  Here are two great examples of how this is done and communicated to the public in Baltimore.

During inclement weather, please follow our partners at @BaltimoreFire, @BaltimoreOEM, & @bmoretraffic for important info. CC @MayorSRB—
Baltimore Police (@BaltimorePolice) December 29, 2012

Keeping the City & our roads safe, follow: @BaltimorePolice @BaltimoreFire @bmoretraffic OEM will Tweet any major incidents & road closures.—
Baltimore OEM (@BaltimoreOEM) December 26, 2012

Managing Public Expectations

I like the Tweet immediate above this paragraph because it also denotes  the type of content OEM will provide and when. I have heard concerns from emergency managers that once they start posting something, such as road closures or the weather, the public complains when they stop. One social media admin told me “The public now thinks I’m the weather man.”  However, continuing to post the same information daily can turn your feed into a very boring presence, ultimately reducing the amount of community engagement and interactions.

Solution: There are two ideas to consider:

1. Pre-determine your thresholds for when your office will post emergency content (e.g. not every road closure, but only major incidents; not every fire warning, but only “red-flag” events; not every day it rains, but only severe weather ). You can publicize your intentions, however, by simply staying consist, the public will learn what to expect.
2. Make it very well known, either via your website and/or Facebook page, the types of content your response partners are posting on social networks and where people can find that information. See the National Capital Region ”News Feeds” as an example of this.

Being creative

Whether or not we want to admit it, the ”Be Ready” message gets very little traction when there isn’t an emergency.  Posting “Are you Prepared?” along with a few tips to your Facebook page does not mean your community is now more resilient.  In fact, they are probably ignoring this message altogether. Why? Frankly, it is boring.

What works? Storytelling. Stories  do many things: reshape knowledge into something meaningful; make people care, transcend one’s current environment; motivate; and give meaning, among other things.  In a blog post titled “The Importance of Storytelling in a Digital World”  the author discusses why TED Talks (the ultimate in digital storytelling) work. His logic applies to all digital communication:

 I believe that storytelling is critical for public engagement on the web. Storytelling is a fundamentally human and social practice that allows individuals to connect through mutual cooperation and shared empathy. Storytelling inspires. Storytelling moves. It is a timeless practice that is the future for public engagement on the web.

A great example of storytelling in emergency management this year was from  ”Ready Houston” with the video: “Run. Hide. Fight,” embedded below. This 5 minute video holds viewers attention and has received over 1.8 million hits. The protective action measures the public should take during a shooting incident are demonstrated via the story of an attack in an office building. It was also successful because, unfortunately, it is all too relevant for the times we live in.

In contrast, the Ready Houston Facebook page has only 208 “likes” and features typical “Be Ready” content.

Solution: What are we trying to do here? We are trying to change behavior, which is not an easy task.  Posting “Get Prepared–here’s your list” is probably not going to get anyone off the couch. A little more work might have to be involved.  (For some reason I’m reminded of  kid in the movie The Incredibles who’s asked “What are you waiting for?” and he says, “I don’t know. Something amazing, I guess.”) See the video clip below, just for grins.

What can you do? You don’t have to invest thousands in producing slick videos, but you can find a family in Home Depot shopping for winter supplies and take a pic. Ask them why they are getting prepared and post that. Or repeat news stories (even older ones) about someone that almost died in their car during a snowstorm because they didn’t have food or blankets in their car.

Storytelling can also be short and sweet.  The Brimfield Police Department, whom I’ve written about previously, tells little stories that amuse, and get people to act and engage. Below are two posts from their Facebook page. The second one had almost 1500 “Likes” and many comments.

Let me know, are you ready to provide good content for 2013? What’s your plan to be amazing?

Bonus Video #1:

See this video which demonstrates how boring “data” can be enthralling when given meaning and context.

Bonus Video #2:

#SMEM Challenge for 2013: Strategically Monitoring Social Media

Post by: Kim  Stephens

One of the biggest #SMEM challenges for emergency management and public safety organizations is determining whether or not, and increasingly how, they will monitor social media. In the past year we saw a change in mindset: a desire to actively listen versus simply push content to the public. Yet, monitoring can seem like a daunting task.  During large-scale emergency events millions of new posts, pictures and videos  are added to YouTube, Twitter, Facebook, etc. every day. How can a small local public health, first response, or emergency management agency sort through all of that? In this post I will outline strategies I have seen employed to effectively deal with this seemingly insurmountable task.

Where do we start?

Numerous questions come to mind when considering monitoring social networks:

• How ? What software do I need, if any? (And relatedly, how much will that cost?)
• Who? Who will be doing this work?  Will this only be done when the  EOC is stood up and resources can be shared by all response agencies? or  Will resources be required to monitor social media all the time if we have social accounts?
•  What is done with the information gleaned from monitoring social media? How is the information shared (if at all) with response partners when there isn’t an EOC or JIC?

Establishing objectives

Each of the questions above are dependent on the objective(s) established by your organization.  The first step is to determine why: Why are we listening? What is the expected outcome? Only then can you  decide what resources you will need, how you will share that information with response partners, and what tools are required.

Your emergency management organization might decide to specify a number of objectives. Some of the more common ones include:

1.  To determine if the organization’s message is getting across or if conflicting information (rumors) is being conveyed: Are people  confused about what to do (e.g. how long to boil water)?
2. To determine public sentiment regarding the organization or, during a crisis, about the overall government’s response effort: Are people angry about something that is happening?
3. To determine the most commonly asked questions and concerns.
4. To quickly answer direct questions, or questions directed at the community political leadership on topics that involve your organization: Are people asking the Twitter-happy Mayor when debris will be picked up in their neighborhood?
5. To determine what other organizations are saying, in order to both ensure messages are coordinated, and to amplify mission related content.
6. To determine the extent of damage and impact of the disaster event. (Advanced)

It should be noted that law enforcement officials might have completely different set of objectives. They might monitor social media to actively look for people (or evidence) from those who have been involved in a crime as well as to enlist their followers in helping them identify suspects. They could also monitor the accounts of a person that has been brought to their attention by members of the community (e.g. a person has been posting strange comments that point to criminal intentions). In this post, however, I will stick to emergency management concepts since that is much more familiar territory for me.

Low Budget Solutions

Of course, part of the strategy for listening or monitoring social media has to include determining who will be responsible for doing these tasks. I recommend you also read the post that describes VOST (Virtual Operations Support Teams) for some ideas on how you can expand your efforts when required. Nonetheless, there are many things that can be done by an organization to make monitoring social media a bit easier, especially if some of it is completed before a crisis.

The following simple steps are based on processes described by emergency managers who have made the most of the free tools at their disposal. Even though these items might seem like obvious courses of action, I have cited them here for a reason.    I have included some basic 101-type info since people often ask these questions.

1. Create Lists and Like Pages of Response Partners: It is important to know and keep track of what other response organizations are saying on social networks, even if (maybe especially if) they are in a neighboring county. If you and your neighbor put out conflicting content, believe me, the public will notice. (This happens in quickly moving events–road closures are a prime example.)

• On Twitter, set up a list(s) of all “trusted sources” including government agencies, first responders, political leaders,  volunteer organizations and local news media–don’t forget to include federal agencies such as FEMA, EPA and HUD.  Twitter.com explains how to create a list in 4 simple steps.
• Include social streams of all response partners on your website or Facebook page, so the public can easily find them as well. See a best practice example from Australia: Queensland Police Service Alert, which has the embedded Twitter feeds from their response partners organized by sector: transportation, power and water, etc.
• On Facebook, “Like” all of these same organizations.

Coordinate Offline: It should be noted that in addition to doing the work online, a good practice is to have every government official responsible for posting to social networks  participate in recurring meetings to talk about strategies and coordination before a disaster event. (How can we ensure information is updated on our social media accounts, simultaneously? How can we share content/intel that we are seeing from the public ?) The speed of social media might require new, or at a minimum, faster coordination processes. 

2. Invest in a smart phone for the person monitoring social media: Smart phones are a great way to monitor your social media presence when you are away from a computer. Both Twitter and Facebook can provide smart phone notifications to the administrator every time the account is mentioned, replied to, re-tweeted, etc. You can also set up a way to receive notifications when other organizations post updates as well.

• Twitter.com has a great help page on this topic.
• Facebook has similarly helpful “How-To” page about how to receive push notifications on a mobile device. There is also information here about the Page Manager App that lets admins check on their Page activity, view insights and respond to their audience from their mobile device. This app is only currently available for iPhone and iPad.

3. Read

I once asked the social media manager for the US Environmental Protection Agency how he monitored the agency’s social stream, he simply stated: I read.  Surprisingly, keeping up with what is happening on social media does not necessarily take complicated software, especially if reading is done strategically.   In order to prevent being overwhelmed,  you can limit the content that you look at to some or all of the following:

•  Read comments and questions directed to your organization. This step is probably the most important: if your organization is actively posting content, more than likely, people will be posting comments and questions…AND they will expect a response.  Reading comments and “@” messages will also allow you to gauge how your efforts are being received.
• Read what is being posted by your trusted-sources on the list(s) you have created.
• Read comments and questions posed from the public to your response partners and elected officials.
• Read information based on keyword searches and hashtags.   This strategy involves searching for key words, such as the name of the event, in order to find pertinent content.
  • During an active event, people often post pictures and video to Twitter (more so than other platforms) and mention the location and /or name of the town. (For specific instructions see Twitter advanced search and the “How-To“).  It is important to note, however, that any early pictures should be treated cautiously. Some folks think it is quite funny to post fake images.
  • Possible search terms: name of agency, name of event, name of municipality.

4. Actively ask for information

There is nothing wrong with asking your followers or the general public for information via your social networks. People often provide valuable situational awareness information to you anyway, for example posting on your Facebook page: “There are power lines down on Elk Road.” Some organizations have tried to give the public a way to provide information in a more structured way. Good examples of this are the not-so-new USGS’s earthquake detection program  ”Did you Feel it?” and the recent Fairfax County Hurricane Sandy Crowdmap that allowed people to post their observations.

Soliciting information is almost the opposite of  ”data mining.” Data mining involves  automated computer processes  intended to make sense of or find patterns in vast amounts of content posted to social networks (see this post by Patrick Meier for more info). I suspect that this process will be one of the hottest topics for 2013 as more of these tools (discussed in this previous post)  come online. Nevertheless, if your organization is simply trying to keep up with mentions and comments, then advanced software is probably not necessary…although highly coveted. Coordination and collaboration with your response partners,  however, continue to be some of the best tools in your toolbox.

If you are still reading, let me know if you have established objectives or listening strategies.

Note: A majority of this content came from a post I did for WRHSAC.org.

Top #SMEM Challenges for 2013: I Don’t Have Time!

Post by: Kim Stephens

Patrice Cloutier, James Garrow and I have colluded a bit to reflect on SMEM in 2012: James is writing up his top five social media lessons learned during the year; Patrice is taking note of the SMEM great events of 2012 (including disaster events where social media played a pivotal role in providing both situational awareness to first responders as well as vital information to the public); and my self-assigned task is to write about the challenges we face in the year to come. The three of us are equally passionate about  social media, and share the mindset evident in statement from Garrow’s post “Top 5 SMEM Lessons: The Public Uses Social Media”

The public has integrated social media into their lives. The fruits of that integration are demonstrated during every disaster… Ignoring the state of the world is, for an emergency manager, tantamount to malfeasance. Our greatest lesson learned this year is that we can no longer ignore social media or keep it out of our planning.

Nonetheless, I think there is a “but.” Although I agree that emergency managers should no longer ignore social media, there are many challenges that come with getting emergency management professionals proficient with these tools. In this and subsequent posts I will outline some of these challenges and link them to emerging solutions. (I have adapted some of the post below from something I wrote for Western  Regional Homeland Security Council in Massachusetts.)

Challenge #1: “I don’t have time.”

The Passage of Time (Photo credit: ToniVC)

Although there are an increasing number of emergency managers swimming in the social media tide, some folks remain firmly on the beach. They might even know how to swim (for instance use Facebook for personal reasons) but are reluctant to jump in wearing their emergency management  suit.  The explanation these professionals often give is that they don’t have time. Although the statement “I don’t have time” could be code for “I don’t think this is important”  it also could mean a multitude other things. For instance, I don’t have time…

•  to devote to learn the tools;
•  to devote to developing a meaningful social presence;
•  to update social networks during a crisis;
• to answer all of the questions from the public posted to our pages.

These folks also understand that if they build a presence on social media people will come to these sites during an event and expect timely content. This is not a comforting thought. They know that will have set up an expectation for information dissemination that they cannot meet.

Honestly, I completely understand the predicament. Although some organizations have a full-time staff person devoted to social media, most do not. Only bigger cities have a full-time PIO and increasingly, small communities don’t even have a full-time Emergency Manager. Often these part-time EMs are dual hatted, so if they had a couple of hours a week to write and post a few preparedness tips to their Twitter account and Facebook page, during a crisis, they might literally be the same person on the other end of the fire-hose.

Help! Can I Outsource this?

Supplementing staff during a crisis is not new; it is new, however, in terms of social media. The idea of handing over the reigns of these accounts is very difficult concept for some. Who would you trust to be the voice of your organization?  Although this concept  may initially seem like a stretch–I would never allow someone else to be our voice!–there is a perfect example of how outsourcing can work: Incident Management Teams. When an IMT comes into your community you do trust them to do what is required/asked.  However, this arrangement is not without strings attached–a  ”Delegation of Authority” agreement is signed between the two parties detailing expectations. Below is an excerpt from a sample DoA:

You have full authority and responsibility for managing incident operations within the framework of legal statute, current policy, and the broad direction provided in both your verbal and written briefing materials. You are accountable to me. A formal evaluation of your performance will be conducted prior to your departure. This formal evaluation may be followed up within sixty days after your departure once the Agency has had the opportunity to review accountability, claims, financial matters, and other items, which require time to evaluate.

Although IMTs often do include public information officers, it is not realistic to assume that communities will have the opportunity to use an IMT every time there is an incident. But even small, localized events can stretch resources and limit an organization’s ability to “deal” with social media. This is why the concept of a Virtual Operations Support Team is increasingly gaining in popularity. For just a bit of background, repeating content from previous posts, a VOST (a concept developed by Jeff Phillips) can be defined as a team that accomplishes some or all of the following:

• Establishes a social media presence for an organization that previously did not use social networking tools to communicate with the public;
• Monitors social media communications;
• Handles matters that can be executed remotely through digital means such as assisting with the management of donations or volunteers;
• Follows social media and traditional media trends and reports back to the organization what is being seen;
• Communicates issues and concerns being expressed by the public (e.g. represents the citizen’s perspective;
• Identifies misinformation or angry postings that need to be corrected or dealt with;
• Provides a supportive voice for the organization and its efforts;
• Amplifies the organization’s message by repeating content  (via personal and/or official social media accounts);
• Compiles media coverage (traditional and non-traditional) by date;
• Documents social media conversations.

Who serves on the VOST?

Unlike IMTs, VOSTs are not pre-formed, nationally trained teams. One current misperception is that the “VOST”  will swoop into your community after a disaster.  Although there are people who work on VOSTs for specific communities or organizations, those folks have been pre-identified by the community  (I cannot emphasize that enough).

In other words, if you are interested in having a group (or even just one person) ready help with social media after a disaster, you have to take responsibility to foster that relationship and come to a terms of agreement before the disaster. Communities have done this in several different ways (explained in more detail below). Some have turned to CERT members (e.g. Anaheim California’s Office of Emergency Management); others have tapped  savvy social media community members (e.g. Cecil County, Maryland); and still others, including the NYC Public Health Department, have developed a VOST from within their agency by training their own employees–e.g. people willing to add additional duties for the opportunity to do something unique during a disaster response.

Like an IMT, VOST members can supplement resources and potentially even bring in a new set of skills.

VOST Models 

From my perspective, three models have emerged for the use and structure of VOSTs. Interestingly, the model or category an organization falls into seems to be a reflection of the both the level of trust with VOST members as well as the level of trust and knowledge/comfort with social media in general. The models I have identified are

1. External Support (Amplify and Monitor Only)
2. Hybrid Support (Amplify, Monitor, and Respond on behalf of the organization, but with specific limits)
3. Internal/Embedded (Full range of social media duties and support)

1. External VOST Support:

Organizations that are both new to social media and the concept of a “VOST” might consider using support from team members in a more conservative manner. In this model the following support might be provided:

• Follow social media and traditional media trends and reports back to the organization what is being seen;
• Communicate issues and concerns being expressed by the public (e.g. represents the citizen’s perspective);
• Identify misinformation or angry postings that need to be corrected or dealt with;
• Provide a supportive voice for the organization and its efforts;
• Amplify the organization’s message by repeating content  (via personal and/or established community VOST social accounts).

Team members could provide this support from afar–in fact, getting this type of assistance from folks outside of your community might be a great option since they would be out of the impacted area and would therefore have power in their home, or office, etc. Remember, monitoring social media does not have to happen in your EOC.

• But who? Team members could be emergency managers from the other side of the state,  for instance.
• But how? It is important to note that with any of these models, communication between the team members and the organization is vital for success. For example, if the team identifies a potential issue that needs to be addressed quickly (e.g. people posting angry comments on Mayor’s Facebook page about conditions in the shelters) they need assurance that the customer/organization has seen this red flag.

2. Hybrid Support

In this model, the team does everything identified in the external support model, but also responds to questions from community members and posts content on behalf of the organization.  Unlike the model above, these individuals would be made administrators of those accounts. In this approach, however, there are specific limitations placed on the team members. For instance, they are allowed to post on behalf of the organization, but only information that has already been cleared by their organization’s PIO or posted on other official government accounts.

• But who? I have seen this model used with CERT volunteers.
• But how? Similar to the way 311 employees use pre-scripted responses to citizen’s questions, the social media volunteers are provided answers to frequently asked questions that they can type into the Facebook page, or post to the Twitter account. They would be responsible for monitoring these accounts and flagging any out-of-ordinary questions and obtaining quick answers: e.g. Is Elkton Road flooded?

3. Internal/Embedded

In this model, the VOST team leader  is given the full range of social media duties. This model is often utilized by small communities that do not have a full-time (or even part-time PIO) and the Agency’s staff person responsible for social media communication has many other duties during the response to a crisis or disaster.

• But who? Often this type of arrangement is made with people very familiar with the organization and maybe even retired PIOs. The organization has an established, trusted relationship with the person or team members.
• But how? In order to provide this type of support, it is often best to have the team, or a least the team leader, embedded at the Emergency Operations Center.

There are many examples of what VOST members have accomplished during the past two years. Click on the links below to see some of the social media pages they have built. Sorry for the extra-long post. I hope you have made it to the end! If you have any questions about this concept please let me know.

http://barrypointorfire.wordpress.com/2012/08/14/barrypoint-orfire-814-morning-briefing-pics-jp/
www.twitter.com/barrypointfire
http://www.facebook.com/BarryPointOrFire

http://longdrawfire.wordpress.com/2012/07/14/photos-from-longdraw-orfire-jp/
https://twitter.com/LongDrawORFire
http://www.facebook.com/pages/Long-Draw-ORFire/123506971124484?ref=hl

http://tablemountainwafire.wordpress.com/2012/10/04/tablemountain-wafire-photo-mop-up-at-table-mountain-fire-st/
https://twitter.com/TableMtnWAFire
http://www.facebook.com/TableMountainWAFire?ref=hl

http://trinityridgefire.wordpress.com/2012/09/08/trinityridge-idfire-public-information-map-nh/
https://twitter.com/TrinityRidgeID
http://www.facebook.com/pages/Trinity-Ridge-IDFire/355697117846919?ref=hl

http://wenatcheecomplexfire.wordpress.com/2012/09/19/wenatcheecomplex-wafire-information-station-photo-marh/https://twitter.com/WenatcheeWAFire
http://www.facebook.com/pages/Wenatchee-Complex-WAFire/522867564394287?ref=hl

http://wildlandfires.wordpress.com/rma/
https://twitter.com/#!/WildlandFires
http://www.facebook.com/WildlandFiresinfo?ref=hl

http://nyvost.vosg.us/about/
https://twitter.com/nyvost
http://www.facebook.com/NYVOST?fref=ts

 

Social Media Accessibility Toolkit: New from Emergency 2.0 Wiki

English: A collection of pictograms. Three of them used by the United States National Park Service. A package containing those three and all NPS symbols is available at the Open Icon Library (Photo credit: Wikipedia)

Post by: Kim Stephens

One question that inevitably comes up when discussing social media with emergency managers  is the problem of accessibility: Is the content on social media available to everyone in my community? In turn, community members with disabilities want access to content on social networks and want to use these tools during a crisis. Although there are answers about how best to address these concerns, before today, solutions were not in one handy location. That has changed with the launch of the Accessibility Toolkit on the Emergency 2.0 Wiki (full disclosure–I was involved with planning the launch of this site). The wiki is a voluntary initiative of the Gov 2.0 QLD Community of Practice in Australia, launched in December 2011.

The purpose of the toolkit is stated clearly on the site:

The Emergency 2.0 Wiki Accessibility Toolkit was developed to empower people with disabilities to use social media for disaster preparedness, response and recovery. This toolkit was developed in response to the fact that not all people with a disability are able to access life saving messages delivered through social media due to the accessibility challenges that the tools currently pose.

International Collaboration

The kit was pulled together with a team, they call  a reference group, which included individuals from Australia, the United States and New Zealand. Dr. Scott Hollier, one of the group’s members as well as an Advisory Committee Representative at Media Access Australia, provides some context for why the group felt this tool was necessary:

“We’ve witnessed from recent disasters that social media has the potential to save lives, but people with disabilities often have difficulty accessing important messages as the social media platforms are inaccessible. For example, the main Twitter website can’t be easily read with a screen reader, the device that reads out information on a screen for people who are blind, but important emergency information can be accessed by using an alternative site such as Easy Chirp to read tweets,” he said.  “As people tweet in real time, an accessible app such as Easy Chirp can provide people who are blind with immediate notification of when a fire starts or when flash floods hit a town,” said Dr Hollier.

Information for People With A Disability

The toolkit includes a list of tips, resources and apps that are intended to assist people with a disability to overcome accessibility challenges of social media. Easy Chirp, for instance, is described and linked to, along with information about and links to emergency apps, such as those intended for people who are Deaf or hard of hearing that vibrate and flash when sending emergency alerts. The wiki also includes emergency preparedness YouTube videos that either use sign language or are captioned.

Information for the Professional Communicator

For the emergency sector, government, community, media and business professionals there are practical guidelines listed that will help them make their social media messages more accessible.  For example, information is provided about how to use apps to add captioning on YouTube Videos for people who are Deaf or hard of hearing.

One of the best aspects of Emergency 2.0 Wiki is that it is a free volunteer-based resource. Their goal is laudable:   “…to build resilience by empowering all sectors of the community with the knowledge to use social media and networks in emergencies.” The fact that they are working to accomplished this goal via international collaboration, knowledge sharing and crowdsourcing locally and globally, is the cherry on top!

If you have any questions about the wiki simply leave a comment here or contact Stephanie Jo Kent, Working Group on Emergency Interpreting at Registry of Interpreters for the Deaf, Inc; Founder, Learning Labs for Resiliency.

Related articles

• Accessible Social Media–Internet Librarian Digitally Accessible Panel (slideshare.net)

Five SMEM Observations and Recommendations From Hurricane Sandy

Post by: Kim Stephens

The documentation of social media’s use and impact during Hurricane Sandy has already begun. Patrice Cloutier wrote a great summary post “10 reasons why there’ll now be a before Sandy and post-Sandy in SMEM,” which is an excellent starting point. Not only are his 10 reasons dead-on, but he also links to quite a few articles about Sandy written by others in the social media and emergency management community. I have also been mulling over what occurred.  Below I’ve have my top five observations/lessons learned and some humble recommendations for local first response organizations. Spoiler alert: all the recommendation relate to planning.

1. Observation: Citizens will use social media to ask for emergency assistance during large-scale disasters. I often tell Emergency Management organizations not to be too concerned about citizens posting 911-type “calls” of assistance to their Facebook page or Twitter account. From my perspective this is not something you see very often. However, there is one huge caveat: if people can’t get through to 911 they will ask for assistance anywhere they think their voice will be heard–especially during a major crisis event. This exact scenario happened to the New York Fire Department, specifically the Twitter account @FDNY.  (See also the CNN story about @FDNY.)

@RSindh Please keep trying to call 911. I will try to reach dispatchers now.—
  (@FDNY) October 30, 2012

PLEASE NOTE: *Do not* tweet emergency calls. Please call 911. If it is not an emergency, please call 311. #NYC #Sandy—
  (@FDNY) October 30, 2012

It should be noted that time and again the woman managing the account reminded people to call 911. Nonetheless, she did pass the information on to dispatch and told people as much, versus abruptly dismissing distressed citizens.

What lessons can other emergency management or response organizations learn from this example:

1. Whomever is interacting with the public needs to be able to handle pressure well–training and/or experience is necessary.
2. Social media managers need to be aware of what to do if people ask for assistance and, if need be, should be empowered to pass along that information.
3. A close connection from the social media manager to Ops is required– they need to have a good understanding of the situation in order to answer questions (see also the story about @ConEdison). This, in turn, will keep the call volume to 911 down–freeing up capacity for true emergency calls. The @FDNY account manager was well informed and when she didn’t know the answer she simply stated: “I’ll find out.”

@hunters1977 I don't have detailed info right now, sorry. Will try to update when I can.—
  (@FDNY) October 30, 2012

Recommendation: Organizations should not assume that the statement on their Facebook and Twitter accounts “Please do not post the need for emergency assistance to this site. Call 911” will stop this from happening during a large-scale crisis. Standard operating procedures should be written for how this will be handled and the SOPs should be tested in exercises.

2. Observation: People want hyper-local information.

Impacted citizens are not interested in what is happening in the next State or even the next town–they want to know what roads they can use to get home, where they can buy milk and ice or get a hot meal, and when the power will be back on. This kind of content is best delivered by the local community for the local community. However, once your public safety organization starts posting that kind of vital “hyper-local” content it can result in popularity (as many as 800 new likes in one day can be expected during an event). A consequence of this new-found popularity:  maintenance.

Quite a few small-community emergency management organizations only have one person dedicated to posting content to social media.  This is usually more than enough when there isn’t a major crisis, however,  large-scale events require ’round-the-clock staffing.

Recommendation: Organizations need to build capacity for participating in social networks. If it is determined that they cannot provide their own back-up support in order to staff a social media “desk” for 18-24 hours, then they should plan ahead for assistance. For example, the emergency management organization in Suffolk County, NY developed a relationship with social media volunteers, known as “Virtual Operations Support Teams,”  before this disaster. This was due to the persistence and excellent leadership of one of their community members,  JoAnna Lane (@Joannalane). But even if your community doesn’t have a “Jo” to get the ball rolling,  the concept of a VOST is one every emergency management organization should explore.

3. Observation: Citizens WILL BE viewing your content on mobile devices. I was also an impacted citizen. Once we lost power I turned to my smart phone for information and what I found was a little frustrating. (I’m using my own local county as an example, but I’m sure they are not alone.) One of the great things about social networking sites, such as Facebook and Twitter, is that they are designed to be viewed on smart phones, your local emergency management website, however, is probably NOT.  Therefore, organizations should take advantage of these mobile-ready sites and post as much information as possible to them (this does not mean you can’t also place the same information on your website). Furthermore, Facebook now allows for posts that are quite long, so listing road closures, for example, could easily be accomplished either as an update or as a “Note.” Furthermore, posting content that requires a lot of bandwidth to view should also be avoided.

Recommendation: Standard “social media” operating procedures should take into account the devices people will be using, especially during power outages. Effort should be made to plan for how to provide as much information as possible in small “digestible” bite sizes.

Photo Credit: BioLiteStove.com

4. Observation:  People need to be able to charge their phones! The fact that emergency response organizations can now provide information directly to citizens via their cell phones is a great new reality…but those phones have to have power. Images of NYer’s going to great lengths charge their cell phones are everywhere. I even read something yesterday on the Canadian Red Cross blog about how people were charging their phones with a jerry-rigged system based on fire. The author stated: “BioLite‘s CampStoves use the fire from burning wood to charge mobile devices and cook at the same time.” The need to charge phones is simple: information is the vital to survival and recovery.

Recommendation: All communities (large or small) should plan for how they will help citizens get information via mobile devices. This might mean figuring out how to set up charging stations in shelters or other central locations (possibly in partnership with the private sector) as well as how to provide free wifi.

5. Observation: Social Media works during disasters. As Patrice Cloutier stated:

“Many governments, at all levels, used social media to communicate with their constituents before, during and after the passage of Sandy. Again, social networks (particularly Twitter) proved to be effective emergency information tools.”

I’ve heard the argument for years from various emergency response officials that they do not think social media is important because it won’t “work” during a large-scale disaster. They base this on the notion that during a catastrophic event all communication systems will fail. It might be true that someday we may experience a disaster of catastrophic proportions where every system fails, everywhere. What is more likely, though, is the occurrence of events such Sandy. Yes, there were some system failures, but cellular networks, once again, proved to be resilient.  By choosing not to plan for the use of  social media or text communications based on this “catastrophic” assumption seems to be throwing the proverbial baby out with the bath water.

Recommendation: Emergency management and response organizations should plan for the use of multiple communication tools to reach the public before, during and after disasters.

Of course these are broad-based observations that  in no-way address every aspect of social media’s use, or problems of use, during Sandy, specifically I did not delve into the open-data or mapping debate. I’m sure we will all be dissecting this event for months to come. If you have an interesting observation, please let me know.

Related articles

• Social media a news source and tool during Superstorm Sandy (cbsnews.com)
• FEMA debunks Hurricane Sandy rumors with new Snopes-like page (betanews.com)

Should Your Public Safety Organization be Blogging?

Post by: Kim Stephens

With Hurricane Sandy quickly approaching, I thought it might be interesting to discuss why a blog is an important platform for communicating information to your community. Even though I use this blogging site, I have never written explicitly about how public safety organizations are using or could use this powerful tool.

Why Blog?

Blogging has been around for a long time, relatively speaking in the social media world. With the rise of Facebook, Twitter, Tumbler, YouTube etc. some people thought blogging would fade away, however, other social networks have actually increased the amount of traffic to blogs, not vice-versa. Why?  Blogs are part of the social ecosystem. If your organization has an “integrated social ecosystem” it means that all of the content posted on each platform points to and supports the other. For example, if you write a blog post, some people may find the article by clicking a link you provided in a Tweet–in turn, other people may realize you have a Twitter account by seeing the Twitter feed on your blog; folks found your blog by clicking on a link from your website; they found the website by watching a video you produced on YouTube.

Does all of this seem a bit redundant? Couldn’t you simply post everything to one platform? I am not suggesting that your organization should participate on each of these social sites, however, each one does bring unique ways to provide information to your community and increases the chance that people who need the content will see it. Nonetheless, deciding to blog should start, at a minimum, by answering these three questions:

1. What are the benefits to our organization for using this form of outreach?
2. Do we have clear goals and objectives for this tool?
3. Do we have the resources to support the use of this platform–e.g. who will write the content?

Top Five Reasons to use a Blog

Standing up a blog site to disseminate public health and safety information can provide several distinct benefits:

1. A blog provides a place to discuss a topic that may be too complex for other channels and to give your topic or program a more personal and engaging presence than a website allows. (Source CDC)
2. Since comments can be reviewed before being posted it can be considered a less risky platform;
3. You can choose a free blog site with easy-to-use/easy-to-learn user interfaces (free attractive themes as well).
4. It is easier to update a blog versus a website–which is an important consideration for crisis communications. Furthermore, some blogging platforms (such as WordPress.com) are mobile ready, meaning you can  post from your iPad or iPhone, Android or Blackberry.  The blog also looks quite nice to viewers via these same devices.
5.  Analytics are included–allowing you to understand if you are reaching your audience.

Public Safety Example

 WildLandFires.Wordpress.com

This wordpress.com blog “Wild Land Fires” was stood up by the USDA Forest Service  and cooperating agencies during the summer of 2012 to provide information from the incident managers in charge of each fire in the region, which includes South Dakota, Nebraska, Wyoming, Colorado and Kansas. The site also included statewide and region-wide content. The purpose of the blog was to offer citizens a comprehensive, interagency look at wildland fires.

WYOMING FIRE MAP JUNE 6 -JULY 9

The content included maps (an example from the site has been embedded on the right), updates, and links for detailed information about individual fires. Each listed state had at least one active fire, most had more than three.  For example, by clicking on South Dakota, the user could choose between the White Draw Fire, the Highlands Fire or the Crow Peak Fire.

This was a bit of an experiment by all involved since no interagency “social networking/collaborative” project of this nature had been tried before. I interviewed the project lead, Kris Ericksen, PIO for the Portland National Incident Management Team (a full time Incident Management Team), and she provided some great insights to how and why they decided to use these tools. She indicated that the blog, as well as all of the associated social media sites (Google+, a Twitter account, as well as a Facebook page) were stood up for the response because it is now an expectation of the citizen. She said “We are living in a refresh button world. People expect you to be listening and to answer their questions.”  She acknowledged that this is difficult for some public safety professionals who are used to message control and sometimes fear what the public might say.

Why did they use a blog and other social sites when they already had inciweb? Answer, because these sites allow you to post and host things that inciweb cannot, for example, high resolution maps and podcasts, to name two. Furthermore, inciweb does not have a feedback mechanism–by using social media, you are building interactions, and hopefully, trust and credibility, with the community.

There were a few limitations, however, with the free blog site. For one, although the maps could be loaded and viewed, the ability to provide interactive maps was restricted with the .com versus the non-free .org version. They also learned from this effort about best practices regarding how to organize the blog and what templates to choose (there were some complaints, for example, about the black background).

Of note, they did place the blog in a social ecosystem–as mentioned, all of the other social sites they were using were linked to the blog (which they highlight on the “Welcome” landing page) and when a new blog post went up it was Tweeted out, linked to on Google+ and mentioned on Facebook.

What platform is best?

There are several blogging platforms:

• www.blogger.com 
• www.livejournal.com 
• www.wordpress.com 
• www.tumblr.com 

The two I would recommend are: Blogger.com ( a Google product) or WordPress.com (the site you are currently viewing is on wordpress.com). Each one has pros and cons, but the technology is quite similar. Ultimately it is your organization’s decision, but HowTo.gov (a federal site) recommends following these guidelines when choosing a tool:

• What are your overall goals, budget, and technical capabilities?
• Decide whether a particular tool is affordable, fits into your current infrastructure, and gives you what you need to meet the goals of your blog.
• Do you need a hosted or stand-alone blog?
  • Hosted blog: a company provides the space to store (host) your blog. Blog hosting may be free or fee-based, and each company may offer a different array of services.
  • Stand-alone blog: you host your blog on your own network. It allows great freedom to customize your blog, and gives you full control of the design; however, it is more complicated and costly than a hosted blog.
• Will your blog be written by one person, or multiple authors?
  • Multiple-author blogging might have different requirements, such as separate accounts for each blogger.
• Where will you post?( e.g. Do you need a tool that allows remote posting, from mobile devices, etc.?)
• Does the tool comply with government policy–such as Section 508 accessibility guidelines, to ensure it’s accessible for people with disabilities or  security policy–to ensure it’s in a securely hosted environment?

Resources:

• Follow this link to see features of WordPress: “Getting Started Support.”
• The video below, How to start a Blogger.com site, gives you a quick overview their platform:

More resources:

• HowTo.gov–blogs
• CDC Social Media Toolkit
• IACP Center for Social Media–Blogs
• IACP: Blogging Guide

(This content was originally posted on WMASMEM.wordpress.com as part of a project I was involved with sponsored by the Western Region Homeland Security Council.)

Canadian Red Cross Social Media Survey

Post by: Kim Stephens

Texting on a qwerty keypad phone (Photo credit: Wikipedia)

Below is the press release from the Canadian Red Cross that details the survey they conducted of citizen use (or desired use) of social networking in a disaster.  You can download the entire report here: CRC Factum 10 03 12

“The survey, Social Media in Emergencies, is the first of its kind in Canada to look at habits and trends around the use of social media in disasters. Key findings include:

• 64 per cent of Canadians use social media sites, 62 per cent of whom participate nearly every day
• 63 per cent think disaster and emergency response agencies, including fire and police, should be prepared to respond to calls for help that are posted on social media networks
• About one third of respondents (35 per cent) think emergency services would respond to a request for help posted on social media, 74 per cent of whom believe help would arrive within one hour
• 54 per cent of Canadians say they would use social media to let loved ones know they are safe in an emergency
•   Although television (39 per cent) and radio (26 per cent) are the preferred ways of receiving news about an emergency, one third (31 per cent) of Canadians say they would prefer various electronic methods, such as web sites, social media or cell phones
• While the majority of Canadians say they have personally experienced disasters, 66 per cent have not taken steps to prepare themselves for an emergency
• The main reasons cited for not taking steps to prepare include: perception that a disaster is unlikely to occur in their area (27 per cent); never thought about it (21 per cent); and no time/never got around to it (12 per cent)

“Information is key to keeping people safe in an emergency,” says Conrad Sauvé, secretary general of the Canadian Red Cross. “With the majority of Canadians already engaged on social networking sites, these platforms can be used to get more information on local emergencies and inform people how they can give or receive help.”

In emergencies, the Canadian Red Cross uses social networks to share important updates, provide preparedness information and respond to questions from affected communities.

Across Canada, there have been many disasters in the last year, including wildfires, flooding, hurricanes and tornadoes. In addition, the Red Cross helps thousands of families each year affected by house fires.

With so many Canadians reporting they are unprepared for emergencies, the Canadian Red Cross is stressing that families prepare for disasters by having enough food, water and provisions to sustain themselves for 72 hours.”

  Contact info: www.redcross.ca;  Facebook (facebook.com/canadianredcross) or  Twitter (@redcrosscanada).

Lessons Learned: Handling an Angry Facebook Comment

Post by: Kim Stephens

Photo by: InernetMonk.com

I recently wrote a post titled “What happens when people make insensitive comments on your Facebook Page?” This post was about an angry/rude/obnoxious (insert descriptor here) person who made some ugly comments on the Barry Point Oregon Fire Facebook page this summer. The page, as well as other social media sites including a blog, a Twitter account, and a Google+ profile, was set up by the National Incident Management Organization (NIMO) with the aid of a Volunteer Operations Support Team (VOST) after the NIMO team assumed command of the  fire on August 13, 2012.

The objective of using social networking was to provide information to local residents on numerous platforms and to foster engagement. Although the Incident Information System website called Inciweb was in place with up-to-date content, Inciweb does not have a mechanism  to receive feedback from the community. Furthermore, the site is a little “crashy” as the warning implies: “Due to high demand this Web site may become unresponsive.”

Within 3 days of putting up the Facebook page, they got a little more engagement than they bargained for. So much so, in fact, that it led to not only my blog post about the incendiary comments, but a “lessons learned” report. You can download that paper written by Kris Eriksen, lead PIO, here: Barry Point SM Lessons learned.

The Story

What happened, in sum, was one woman decided to use the Facebook page to rant against the Forest Service  by posting the comment below. This comment was her idea of inserting a caption to a picture of the Incident Commander addressing people with the aid of a  megaphone at a shift change.

Hi Hater (Photo credit: Wikipedia)

I can hear it now….. “THIS IS BIG DOLLARS MEN AND WOMEN” Your paychecks depend on this fire burning up as much as possible. The longer we can Let’er burn the bigger ALL of our pockets get! So be careful out there, eat a good lunch, be sure you all take your government mandated breaks… Every 15mins whether you need it or not! Ooh and don’t forget hacky sac play offs are tonite following directly after dinner, so be sure to practice on that while your standing around watching the fire today!

The reaction from the public was swift and in full support of the Forest Service and the firefighters. Other community members essentially ended up “shouting down” the woman and all of her subsequent comments: the quote above was just her first foray. As one of the PIOs is quoted as saying: “I don’t think we have to do anything. These people are totally trashing her!”

Keeping it Cool

What is interesting to me, however, is not what was happening on the page, but what was happening behind the scenes. By reading through the stream of comments it seems as if the PIOs were playing it completely cool–fully aware that the community would find her comments repulsive, or at least ill-informed, and come to their defense. But what the lessons-learned document, as well as my converstations with Ms. Eriksen, demonstrates is that a much more complicated story was unfolding, one full of hand-wringing.

Ms. Eriksen reflects:

“It’s funny, but in the heat of the moment it didn’t seem as simple as it does looking back!!  I remember when the first comment appeared from Theresa and Brie Magee, another PIO, read it to me.  We all sort of said “Wow, that was nasty.” and we talked about answering, but didn’t. Many more comments came.”

In a situation such as this, the nature reaction is to defend yourself–”Hey-that’s not true!” As Ms Eriksen states:

“You want to respond.  You worry about where it will go and what damage letting it go might do.  Then there is the damage from stamping it out.  So you try to juggle it, knowing that the decision will have a long-term effect and is important, and realizing you only have one shot to get it right.”

But on a public page, administrators should understand that by arguing with someone they can diminish their own stature and add legitimacy to the person commenting. Kris says in the report

 ”After one, I don’t remember which one, but it was factually wrong about how we fight fire, so I thought it was an opportunity to at least answer and say something, so I drafted a sort of generic answer about how we manage large fires and worked in a few things that referred to her earlier comments but didn’t address her directly, but still, we didn’t send it. We were still thinking about it. Some of the PIO’s were getting a bit worried about where this would go, were unhappy that it was happening and thought we should respond.” 

Mr. Eriksen writes that they didn’t have to talk about how they fought fires because citizens posted correct information. She also states that they determined that the woman shouldn’t be blocked  or her comments deleted because she never  violated the policy. But what they did want to do was let everyone visiting the page know they were watching what was happening and that they would draw act if things got out of hand (e.g. threatening comments were posted). This is why they decided to prominently re-post the comment policy. They also knew that these comments weren’t the first thing people saw when they visited the page–on Facebook,  comments are not featured prominently.

3 Great Lessons from a Public Relations Professional

Upon review of this case, a public relations expert sent Ms. Eriksen 3 reasons why ignoring the comments and leaving them on the page was the right thing to do:

“If you were to have deleted the post, you would have inflamed the situation by:

1. Enforcing what negative poster said in her initial post and reiterated in several subsequent posts — that the system was at fault as was less than responsive;
2. Encouraging her to keep posting thereby putting you in a situation of worrying more about her posts and whether to delete them again and again versus worrying about the things on which you should be focused;
3. Deterring your defenders from posting all of that great information about the tasks and issues at hand.”

One thing the public relations expert didn’t relay is that deleting comments on a page representing a public agency–especially if they are just critical of the organization versus racist or threatening, could be considered a violation of the person’s first amendment rights and they might sue you…great.

A Happy Ending

I love Ms. Ericksen’s summation:

“In the end, I think the whole exchange was actually beneficial. I think the community came together over her comments and once the positive thank you’s started flowing, it’s was all really good stuff.  I think we reached a tipping point – on the page at least, where it became positive for us and the firefighter, despite the continued growth of the fire. We learned a lot about what could happen and I got my belief reaffirmed that the community would balance things out.  I think it will be a very powerful tool for agency leaders and others who hesitate because they worry about exchanges like this.

…There is additional pressure from knowing this will affect the future relationship between the agency you’ve been hired to work for and their community;  compounded by the fact that they didn’t ask for the social media to be done -  we just did it.  And they would likely (if it went badly) blame it on SM and our team, potentially harming every team’s ability to ever engage with social media again, anywhere.  The repercussions were enormous.  That load felt a bit heavy.”

Thank you so much, Kris, for passing this along for me to share. There are some truly great lessons here.

Related articles

• What happens when people make insensitive comments on your Facebook page? (idisaster.wordpress.com)
• Washington Smoke Blogspot: A Truly Collaborative Effort (idisaster.wordpress.com) 

Researchers Study Waldo Canyon Fire Twitter Activity

Post by: Kim Stephens

U.S. Air Force Academy Waldo Canyon Fire (Photo credit: Official U.S. Air Force)

Researchers at the University of Colorado at Colorado Springs and the University of California-Irvin are currently participating in a project titled “Project Heroic”  (funded by the National Science Foundation). The overarching objective is “to better understand the dynamics of informal online communication in response to extreme events.”

As part of this project, the team turned their attention to analyzing Tweets surrounding the recent Waldo Canyon Fire, which started June 23, 2012. This fire was a significant event–the introduction to the research report summarizes the stats:

Over 32,000 residents from Colorado Springs, Manitou Springs and Woodland Park, as well as several small mountain communities along Highway 24, were forced to evacuate… More than 346 homes were destroyed… U.S. Highway 24 was closed in both directions for much of the event. The Waldo Canyon Fire is the most expensive fire in Colorado State history with insurance claims totaling more than US$352.6 million dollars, according to The Gazette.

This significance was reflected in the amount of Twitter “buzz” surrounding the event as well. The research team collected over 100,000 messages that used the hashtag #Waldocanyonfire from more than 25,000 unique Twitter users. (I find it interesting that they only analyzed Twitter data, however, the ability to easily quantify and sort the information makes the platform desirable for researchers.)

http://www.heroicproject.org/

They examined the data based on several factors: time of day Tweets were posted, content, who was posting (citizens or government organizations connected to the response effort) and who was following those accounts. Specifically they asked: Did these accounts have an increase in followers, and if so, what Tweeting behavior led to the greatest increase? (Not a surprise, they found that the more information an organization provides, the more people follow them.)  In terms of content, the Wordall above was used as a graphical representation of the types of information relayed by government accounts. As can be seen “evacuation” was the most often mentioned.

One thing I  found really interesting were the results of the Retweet analysis. They assumed that government information would be repeated, especially during an emergency, however, they found “this increase is largest for [local] organizations.” An aphorism often stated by the emergency management community is “All disasters are local”–Twitter is proving that statement to be more than a common saying. This also means, to me, that local organizations should learn how to use these tools–but that’s another post.

Lesson Learned

Based on their findings they drew some conclusions–which, by the way, are some of the same conclusions we in the SMEM community have noticed with only anecdotal evidence. It is quite nice to have hard numbers to back up our own observations. They found:

• When an event occurs local organization gain large numbers of followers.
• Establishing a social media strategy pre-event is important. Organizations should not judge attention demand for social media during non-event periods.
• Content generation on Twitter varies in a predictable way based on the time of day. Interpreting changes in attention needs to take this diurnal cycle into account.
• Original content tends to be produced by local organizations, while retweeted content tends to come from non-locals.
• Low rates of directed messaging indicate a trend to use Twitter as a broadcast channel more than a conversational channel.
• Inclusion of a URLs may show that these organizations recognize the limitations of information shared via Twitter, perhaps due to the character lengths, requiring links out to additional information.
• Hashtag use indicates these organizations are developing a sophistication in how to participate effectively during a disaster event.

Related articles

• WALDO CANYON FIRE: Social media dominates flow of fire info (gazette.com)
• How Social Media Is Helping Colorado Wildfire Relief (mashable.com)
• WALDO CANYON FIRE: UCCS already studying lessons to be learned (gazette.com)
• 9 Shocking Twitter Pictures From the Colorado Springs Wildfire (mashable.com)
• Social Media to Colorado’s Rescue (marchpr.com)
• Colorado fires sweep social media sites as readers look for info (denverpost.com)
• Colorado TV station uses hashtag in fire coverage (lostremote.com)