Tag Archives: YouTube

Social Networking Trends of 2013 and Implications for #SMEM

Post by: Kim Stephens

December is a month of reflection and I, along with Patrice Cloutier and James Garrow are using our blogs to highlight interesting  social media and emergency management trends from the year and note future possibilities for improvement. 2013 could be seen as a pivot point for quite a few organizations: social networking graduated from being novel and experimental, to just one of the tools in the communication’s toolbox. That being said, however, we still have a long way to go before full integration is realized throughout the response community.

Social Networks: The Stats 

We’ve all seen the statistics–social networks have millions and millions of users, except Facebook which sits at 1.11 billion. A deeper look at these stats, however,  can help create a more informed communication’s strategy, for instance,  is this the year to get G+ and Pinterest accounts? Here are a few noteworthy stats I’ve collected from a variety of sources, along with some possible implications.

  • Twitter boasts over 500 millions users, but one interesting note is what these users are talking about. According to Nielsen, 33% of Twitter users tweet about television shows. Implication:   Why not schedule tweets that appear during shows that discuss disasters with links to information about how people can prepare–or where they could turn for help if that type of event happened in their community? If you are uncomfortable promoting a show that you did not create and have no quality control over, then simply add qualifiers, or correct misinformation, if necessary.
  • Research by Pew finds that Twitter news consumers are younger, access content via mobile devices and are more educated than the general population: 45%, of Twitter news consumers are 18-29 years old, compared to 34% for Facebook.  What this stat excludes, however, is the role the news media plays in relaying Twitter content  from both citizens on the scene and response organizations. Therefore, I’d argue that everyone receives their news via Twitter.  The recent New York train derailment is a case in point. See this interaction:

The Boston Police Department understood, in the aftermath of the Marathon Bombing, that posting relevant, timely content to social media was the equivalent of an old-fashioned press release–but much more immediate. Television news organizations literally read BPD tweets to their audiences seconds after they were posted. Implication: Processes need to be in place to post content as quickly as it can be vetted.

  • YouTube reaches more adults 18-34 than any cable network and increasingly, these consumers are watching that content on mobile devices. Youtube boasts more than one billion views a day. Implication: Get out your camera.  (See Patrice’s post today on this topic, see also my post here about Missouri’s YouTube channel.) If you don’t have the resources to create your own videos, then repurpose content created by others. My absolute favorite preparedness/safety video from this year was created by State Farm Insurance with the actors from Duck Dynasty.

Screenshot 2013-12-04 09.48.33

  • According to Nielsen, Pinterest had a 1047% year over year change rate in the number of users, and  80% of those users are women. What are they pinning?  Content relates mostly to food/ recipes and clothing.  However, public agencies have made some in-roads. The CDC, which has always been a leader in social networking, has over 2000 followers on their page. Implication: If you decide to use this site, know your audience–after all, women are probably the ones getting the preparedness kit together!
  • And lastly, Google + had a banner year and according to SearchMetrics social sharing on G+ will surpass Facebook by 2016.  Screenshot 2013-12-04 10.11.41The power of Google itself seems to be at play here. For instance, I’ve noticed when searching news events, Google will display relevant content from G+ in an interactive sidebar. Early adopters to the platform, such as the American Red Cross, are doing well. The ARC has 274, 751 people following their page. Implication: Don’t put all your eggs in the Facebook basket!

It will be interesting to see who the big winners are next year, but social networking as a whole has proven, once again, that it is not just a passing fad. Is there an interesting stat I missed? Let me know!

Boston Hospital’s Focus on Preparedness Paid Off During Marathon Bombing

Post by: Kim Stephens

Emergency-Preparedness-Checklist-1024x682September is National Preparedness Month, so it seemed worth noting a story that appeared on NPR that discussed organizational preparedness.  The interview was on NPR’s “Here and Now” and  was with Dr. Ron Walls, Chairman of the Department of Emergency Medicine at Brigham and Women’s Hospital in Boston,  and Dr. Richard Zane,  Chairman of the Department of Emergency Medicine at the University of Colorado Hospital in Denver. The topic and title:  Before Marathon Bombings, Aurora Helped Boston Prepare. Several things in this interview stood out: 1. Drills and exercises won’t measure your ability to respond to a worst case scenario unless you test the worst case scenario;  2. It’s OK to question your state of readiness; 3. Twitter and social media matter; and 4.  The lessons we can learn from others in our profession are invaluable.  (CBS News did a similar story and the YouTube video of it is embedded below.)

Are We Ready?

hospitalIn this interview, Dr. Walls noted that their hospital did 70 drills in the previous six years, and he thought they were prepared. However, Dr. Zane provided information about the Aurora movie theatre shooting that made him question his underlying readiness rational. Dr. Walls stated “In all of our planning…we had never drilled for receiving more than 12 patients per hour.”  In Colorado, however, instead of 12 per hour, the University of Colorado Hospital received 23… in rapid succession. This information left Dr. Walls wondering:  “Oh my goodness, are we really ready for this?”

Dr. Walls pulled together his Disaster preparedness committee and said: “I want to tear this up [their preparedness update to the Board] and start all over.”  His new theme became:  “Are We Ready?” He said in the interview, “I wanted to ensure we could do this, and I didn’t think we were ready.”

Twitter Matters

One thing noted in the NPR piece was the importance social media played in providing information from the scene. When the bombing happened  staffers at some Boston hospitals found out about the event when they saw Tweets alerting them to tragedy from doctors positioned at the finish line.  This had an impact–for instance, at Mass General an anesthesiologist suggested immediately stopping all elective surgeries.  The report, “Twitter as a Sentinel in Emergency Situations: Lessons from the Boston Marathon Explosions, was referenced by the NPR host in which researchers found that Tweets sent from the scene appeared 6 full minutes before hospitals were notified by Public Health Officials. This information has left some hospitals asking: Can we use social media more effectively?

Prepare to Support the Staff

On a final note, Dr. Walls said that when the dust settled  he called Dr. Zane and asked him what he had done wrong in the first 48 hours after the movie theatre shooting. The answer came down to supporting the staffs’ emotion needs. Dr. Zane told him:

“Think of all the intensive emotional support you need to provide to your staff. Think of it in the most generous way… and then triple it.”

One piece of irony: the Brigham and Women’s Hospital received exactly 23 patients.

Decentralized Social Communications: Scary Stuff!

Post by: Kim Stephens

ad697e01Do you keep your social media presence “close to the vest” (e.g. only allowing Public Information Officers the ability to post content) or does your strategy include the ability for all agency officials to reach the community?  The latter type of presence involves letting go of control to some extent and this, of course, requires a huge leap of faith from leadership, especially in top-down oriented public safety organizations. However, this type of strategy is currently being done quite successfully.

Decentralized Communications: Is this The Evolution of Your Social Presence?

In the book “Social Media in the Public Sector Field Guide” Ines Mergel and Bill Greeves suggest that a decentralized approach to social media content production is evidence of an evolved use of social media in organizations. They state that agencies that have been using social media for a while often “make social media the responsibility of everyone” and offer the benefits of this decision:

A recent decision at the Department of Defense was to abandon the role of the social media director and instead transfer that position’s responsibilities onto many shoulders in the organization. It is very difficult for a single department or division to speak with the knowledge and authority of all the business units of an organization. “Official” responses often require time and research. They frequently result in formal answers that do not fit the casual tone inherent in social media. By formally distributing the tasks and response functions to those who have the knowledge required to have meaningful online conversations on social media channels, you can decrease maintenance costs, increase trust in those exchanges and reduce the number of missteps or rounds of interaction it takes before citizens get the “right” response from your agency. (pages 110-112)

Jim Garrow, who blogs at “The Face of the Matter” makes a similar case: “My point, and it naturally follows from last week’s post on having others write for your agency, is that we [PIOs] need to get the hell out of the way. Let your agency shine through every day. Give your experts the podium they deserve. Build them a following (or let them build a following).”

But how would this work for public safety organizations?

The Toronto Police Department provides an example of complete decentralization of social media content. As can be seen in the image below their agency’s website homepage has all the “big 3″ social media buttons: Twitter, Facebook and YouTube. These buttons take the user to their official account, most likely administered by a Public Information Officer.

toronto

Choose, however, the “Connect with us” tab right below it, and their world opens up. I counted 119 different social media accounts for this organization–119! What are all these people talking about? Ideally, the content they are posting should be directly related to their position or function in the organization, and with each of the samples I chose at random, that proved to be the case. Take for instance Sgt Jack West—who has the title of “Traffic Enforcement.” No shocker, he talks a lot about traffic and how people can stay safe–e.g “Don’t text and drive” etc.

Patricia Fleischmann or @caringcop on Twitter, has the title of “Vulnerable Persons Coordinator.” What does she post about? How elderly and other people who might be vulnerable to crime and natural disasters can be better prepared. She also Tweets quite a lot about people that are helping each other, organizations folks can turn to for assistance, and information from community meetings she attends. She has a healthy following of 762 people.

I could go on for while with examples, but feel free to explore of these great social feeds yourself by clicking here. So, how do they keep everyone in their “lane?” How do they keep all of these people from embarrassing the organization and posting inappropriate content? Yikes–this is scary territory!

I have been told by some of these Toronto Tweeters, that they do the following:

  • Before they get their social account, they are required to attend a 3-day intensive social media training class that provides them with not only information about how and why to use social networks, but also how NOT to use them. This would include Department and City posting policies.
  • Each of the accounts are clearly marked with the fact that the person works for the Toronto Police Department, however, they do often choose to use their own picture instead of the PD’s logo–giving the account a personal touch, which I think is critical for community outreach and engagement (it says to the public–we are people to).
  • Each account states that they do not monitor the account 24/7, and that if anyone needs emergency assistance they should dial 911. (See below–each person’s account information looks almost identical.)
  • Each Twitter profile links back to the official website.toronto2

This obviously is not a willy nilly hey, all-you-guys-go-Tweet-something strategy. Their strategy is obvious, their goals are clear; and it seems to me they are meeting the objectives of reaching out and  connecting with the public on platforms that the public uses everyday.

See, it’s not so scary after all!

Is Your Social Media Presence Accessible?

Post by: Kim Stephens

Open

Open (Photo credit: tribalicious)

Accessibility of emergency information should be a top-tier concern for organizations, but, I know trying to understand what is required can be a little overwhelming.  There are, however, some simple things you can do ensure everyone in your community has access to the vital emergency preparedness and protective action information you are providing via social networks. For help, HowTo.gov’s site Improving Access to Social Media in Government is a fantastic resource that lists and describes very implementable actions you can take right now. For instance, they suggest that prefixes should be added before tweets that have photos, videos, or audio. “This allows people using screen readers to know what to expect before it’s read out loud. The uppercase formats are for further clarity to sighted users.”

  • Photos: [PIC]
  • Videos: [VIDEO]
  • Audio: [AUDIO]

This site also has links to more in-depth educational tools, including video tutorials. If you have 20 minutes I highly recommend watching the recorded webinar, embedded below. The description states:

Join us for a 20-minute sprint where you’ll learn specific tips for making your agency’s social media content more accessible. We’ll go through tools and tactics you can use to help make sure your social media engagements are readable for all your communities.

What You’ll Learn:

 Participants will learn tips to make your content more accessible on:

  • Google+
  • Twitter
  • Facebook
  • YouTube
  • Video, Audio, Images

About the Presenter  

Scott Horvath, Web and Social Media Chief, U.S. Geological Survey, is an active member of the Federal Social Media Community of Practice who curated a list of key takeaways from the recent #SocialGov Summit on accessibility.

Tell me, have you incorporated any of these features into your social networking posts?

Getting Folks to “ShakeOut” via Social Media: Lessons for all Hazards

Post by: Kim Stephens
shakeout
 The Great ShakeOut (not to be confused with the Harlem Shake)  started in California but has now become a multi-state as well as international earthquake drill. The objective is to get citizens to practice the recommended action to take during an earthquake. The protective action mantra that is repeated in almost all of  the messaging is simple to remember: “Drop, Cover and Hold-On.”
Drop, cover and hold-on for ShakeOut BC

Drop, cover and hold-on for ShakeOut BC (Photo credit: BC Gov Photos)

The ShakeOut has become a bit of petri dish for those in the social sciences who study citizen engagement and participation in disaster preparedness activities–as well as the effectiveness of preparedness messaging. In turn, the outreach efforts have been fine tuned throughout the years in order to take advantage of lessons learned from each year of the event.

A key aspect of the Great ShakeOut is the integration of comprehensive science-based earthquake research and the lessons learned from decades of social science research about why people get prepared. The result is a “teachable moment” on par with having an actual earthquake (often followed by increased interest in getting ready for earthquakes). The Great ShakeOut creates the sense of urgency that is needed for people, organizations, and communities to get prepared, to practice what to do to be safe, and to learn what plans need to be improved.
               Quote via: http://www.washington.edu/emergency/shakeout

Marketing

This event is promoted through a variety of methods that are centered on websites designed  for each region. Citizens are encouraged to register via the website and make a pledge to participate in the drill.  Once registered, they are asked to use resources on the sites such as drill manuals, broadcasts, scenarios, and safety information to help develop their plans in order to be more prepared for an earthquake.

How do you keep interest year-round?

Even though the ShakeOut is planned for one day out of the year, community outreach  is a job for all 12-months; and reaching people via social media has increasingly become an important piece of the “ShakeOut” communications strategy.  Jason Ballmann, (@JasonBallmann) the Social Media Strategist of the Southern California Earthquake Center told me how they keep people’s attention.
“I think what makes us special is that we are already extremely relevant. We’re based in Earthquake Country. Yet, we try to make preparedness and recovery fresh, interesting, and fun. Social media is a great way for us to do that, and I think our sincerity and wish to keep people safe and ready is obvious.”

Define Your Strategy

Being “fresh, interesting and fun” however, is not something that can be done in an ad hoc fashion.  According to Jason, their social media strategy includes the following 5 main points:
  • Define the best platforms for our audiences and ways to use them, notably Facebook, Twitter, YouTube, Pinterest, Google Plus, and Vine App;
  • Identify key players and read/share/retweet their content (Twitter lists, like them as our Facebook Page, follow them on Pinterest, etc…);
  • Listen to how audiences are participating in ShakeOut, staying prepared, and practicing Drop, Cover, and Hold On with their shared content;
  • Create innovative, unique content that will engage and inspire our audiences to be better prepared and informed;
  • Attend live events (expos, fairs) and post event/news-related content to engage people on social media while staying true to our mission.
Their social presence, as mentioned above, include the big 3 (Facebook, Twitter and YouTube) but also they have added the Vine App, Pinterest and Google Plus. Their presence is robust with over 7,000 thumbs up on Facebook and over 4,o00 followers on Twitter. I really like the way they have taken full advantage of adding other social apps to their Facebook page–making it a bit of a one-stop social stop: fans can readily see their YouTube videos and their Pinterest page without leaving Facebook.
I’m also loving that they are experimenting with humor. The video: “Don’t fight a brick–the brick will win” (see below)  is something that teenagers might actually share. Why is that important? Getting people to share the message is always one of the main goals of any social media strategy. Also, it is important to keep in mind that even though an older person might not find the video humorous, not all content can connect with all people. That is the beauty of social media–it allows the messenger to reach all segments of the audience with tailored content with the knowledge that one size does not fit all.
Don’t forget–the ShakeOut is on 10/17 at 10:17AM–no what your location. See the California ShakeOut website here: http://shakeout.org.

Should Your Emergency Management Agency be on Vine?

Post by: Kim Stephens

vine-logoSome consideration ought to be given to adding the new video-sharing-mobile-application from Twitter called “Vine” to your Public Safety Organization’s communications toolbox. However, if you don’t have teenagers in your house you might not be sure what Vine is or what it could do for your organization. Currently, Vine is one of fastest growing video-sharing apps and tops Apple’s app download chart. Some Federal entities have noticed: the White House is already taking advantage of this new means of connecting to their audience and GovLoop recently posted an article titled “Vine: Government’s 6 seconds to Shine.”

What is it?

For detailed  background information on this new social sharing application, see Twitter’s FAQ page here, but in a nutshell, Vine allows users to post very short (only 6 seconds) of video content to the application via a smartphone. Other Vine users can follow you to see your posts, however, content is easily shared via either Facebook or Twitter and can also be embedded in a blog (as demonstrated below). In fact, “A post on Vine cannot be viewed outside of the Vine app unless it is shared on Twitter or Facebook, in which case a link for the video will be made publicly available.” The Vines loop–so unless you click away from the video it continues to play over and over, although this can be a bit annoying, it is actually pretty good feature for getting your point across.

Why?

Public Safety and Emergency Management organizations are having a hard enough time finding resources to post interesting content to the “big 3″ social media sites–YouTube, Facebook and Twitter–so thinking about adding responsibility for another social network might seem ludicrous. However, in my opinion, the forced brevity of Vine actually makes it a great tool for preparedness messages and maybe even for protective action information/demonstrations. In terms of preparedness messaging, this video below is intended to be funny versus instructional, but it inspired me, nonetheless. (Click the x to hear the sound–otherwise it is muted.)

Although the Vine above is shot all at once, a great feature of the app is the ability to stop the action. Once recording from within the Vine app, to stop the scene you simply tap the screen of your smartphone and then tap again to restart.  This feature makes it a great way to create instructional snippets without having to edit the content post-production. See this cringe-worthy “How to Fail” video below by the same slapstick comedian from above (I hope this young man has a good relationship with his local EMTs).

Adding very short video content to your Agency’s Tweets and Facebook posts could be a very valuable asset. Instead of saying: If you catch on fire remember to “Stop Drop and Roll” you could actually demonstrate what to do. Similar demonstrations could be done for “Duck, Cover and Hold On” or  “Don’t drown–Turn Around.” Increasingly this is an image driven society–this tool provides another way to insert ourselves into the conversation.

Let me know–is your Agency considering Vine or have you already started using this tool? I’d love to see some public safety examples.

SMEM and the Australian Bushfires

Post by: Kim Stephens

A Twitter chat occurred yesterday (1/25/2013) about the role of social media during the ongoing bushfires in Australia. The chat was organized and facilitated by Robert Dunne @Academy911, Joanna Lane @joannalane and Joanne White @joannewhite. Although I haven’t had time to read through the complete archive of hundreds of Tweets, some resources stood out to me that I’d like to share.

One of the items mentioned was this great presentation available on YouTube by CFA (Country Fire Authority) Digital Media Manager, Martin Anderson who discusses the integration of social media into emergency service procedures in Victoria, Australia. Mr. Anderson points out that the full adoption of social media had to come with three main changes in mindset:

  1. From: “We hold the info the community needs and we expect them to come to us.”  To: “We realize we need to go to the community.”
  2. From: “We will decide what the community needs.” To: “The community will tell us what they need.”
  3. From: “The public is a liability.” To: “The public is a resource.” See the full video below:

Some great examples of the many ways the Australian public can stay informed during this crisis were also shared during the discussion on Twitter. One emerging theme is  the move toward providing aggregated information from many different agencies and organizations along with a visualization of that content.

1. A great resource page  by HardenUp.org has been established for the bushfires that provides an aggregation of official social media channels as well as images posted by the public.  HardenUp is a project by Green Cross Australia who’s mission is to prepare the public for a changing climate “in ways that embrace sustainability and community resilience.” The resource page was inspired by the Queensland Public Alerts page, sponsored by the Queensland government.

2. The Country Fire Authority has a similar aggregated social media site aptly  called “Social Media Updates.” The page lists official social posts from the CFA Facebook and Twitter account, as well as from other relevant official accounts including for instance, the Melbourne Fire Bureau or MFB and traffic information from VicRoads, just to name a few.

MFA Mobile App

CFA: Fire Ready Smartphone Application

3. The CFA also has a FireReady mobile app. This app was mentioned during the chat, and I blogged about its features here.

4. The ABC Emergency website is a great resource that provides an aggregated list of all current alerts and warnings.  The site was set up in the wake of the Black Saturday Fires and Brisbane Floods by the Australian Broadcasting Company. I like that they don’t just provide information about the hazard, but also what the public can do to prepare themselves. The preparedness pages also include links to official agencies. For instance, the “Plan for a Bushfire” page has hyperlinks to each of the Fire Emergency Services.  The ABC’s stated purpose for the site:

[The public] can…use this site to plan for an emergencyaccess the latest emergency resources for your mobile phonelocate official emergency agencies in your State or Territory and learn from the experience of previous major emergencies.”

abcemergency

The caption states: ABC Emergency only publishes warnings from official sources. This is a list of official warnings currently available to the ABC. You should check with other sources for more warnings relevant to your area.

googleau

Google Crisis Response Map: Current Fires and Incidents

5. The Google Crisis Response team is also active in this disaster. Their NSW Crisis Map has current bushfire information.  They call this “…a mirror of the NSW Rural Fire Service Current Fires and Incidents map.”

This list represents just a few of the interesting resources made available to the public during this event. I hope these agencies will share their lessons learned: I look forward to hearing more about the role social media continues to play in the land “down-under.” What are you learning?

Thanks to Nathan Hunderwald or @smem911 for ReTweeting some of the best links.