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Social Media Operations & Virtual Operations Support Team

Social Media Operations & Virtual Operations Support Team. Mackenzie Kelly, Williamson County OEM Lach Mullen, Fort Bend County OEM. Overview. Why Social Media is Important Who uses Social Media Gathering intelligence Bringing it into operations Virtual Operations Support Team

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Social Media Operations & Virtual Operations Support Team

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  1. Social Media Operations&Virtual Operations Support Team Mackenzie Kelly, Williamson County OEM Lach Mullen, Fort Bend County OEM

  2. Overview Why Social Media is Important Who uses Social Media Gathering intelligence Bringing it into operations Virtual Operations Support Team Sharing information

  3. Why is Social Media Important? Direct, Two-way communication Engagement Share Information Ask questions and get feedback Public

  4. Who uses Social Media? 200 Million on Twitter 845 Million on Facebook 90 Million on Google+

  5. 96% of Generation Y joined a social network. 20% of marriages last year met online 50% of the world’s population is under 30

  6. (Not so) Fun Fact! Average age of patients infectedby H5N1 is 20 years, across over 160 cases.

  7. Displaying Social Media • Searches • YourOpenBook.org • http://www.facebook.com/search.php • Search.twitter.com • Tools • TweetGrid -Tweetchat • TweetDeck

  8. What to look for • Locations • Authenticity • Authority • Sincerity • History • Evidence • Photos • Videos • Descriptions • Location

  9. Evidence & Sincerity “Miracle on the Hudson” posted on Twitter 27 minutes before FAA internally confirmed crash Hutto, TX Train Wreck posted on Twitter before EM responders arrived

  10. Authority & History

  11. Digging Into the Information • Legal methods • Public data • Search engines • Cree.py • Pipl.com • No-no’s • Social engineering • Non-official accounts • AKA, CYA

  12. Sorting the Information • Know your search operators • “” (Exact/Include) • | (or) • AND (&) • - (Exclude) • Google-fu • Site:twitpic.com

  13. Sorting the Information • Mapping • View User Profile Information • Pulling Picture EXIF Data - http://regex.info/exif.cgi • Pulling location data natively

  14. Sorting the Information • Hashtags • Custom, on-the-fly categories • Created by users • Curate them!

  15. Sorting the Information • Crowd-sourcing • Ask for help from trusted sources (VOST) • Don’t bypass ICS inadvertently • Ask your followers for help • Ask questions • Let them know what is going on

  16. Leveraging the Public • Damage assessment • Technical information • Photographs • Infrastructure Outages • Map reports • Request updates • Operational Picture

  17. Leveraging the Public • Tell them what you want • Tell them how you want it • Hashtags • Categories • Mentions • Tell them when you want it • Give them something in exchange • Educate them on your processes (PIO)

  18. Social Media Police Scanner “Odessa” “Fire” Shooting Tornado “Thunder” OR ”Lightening” OR ”Lightning” #UTShooter #txwx / #wilcotx / #wilcowx /#okwx #txfire/ #okfire

  19. Monitoring Operational Security • Key words • Hyper-local search • TrendsMap • Streamd.in • TwitterVision

  20. Gathering Intelligence • Information / Intelligence • Work with PIO • Work with Operations Section • Maintain board of figures • Communicate back to Planning Section Chief

  21. Gathering IntelligenceTips for Success • Staff the position • Work with OEM, IT & HR ahead of time • Create Social Media policies • Invest in equipment • Practice “beat the media” • Develop job aids – Know your tools

  22. Gathering Intelligence Planning Section Chief PIO Information / Intel APIO Information Gathering VOST Staff the position

  23. Virtual Operations Support Teams • Trusted agents • Work with the PIO, Operations and Planning sections • Extend communication capabilities • Bring information into the EOC • Provide support

  24. Virtual Operations Support Teams • Functions • Establish & monitor social media • Communicate with the public • Donation and Volunteer Management support • Benefits • Tangible support to agencies and the communities impacted by events

  25. Virtual Operations Support Teams • Examples • Williamson County March 19th Severe Weather • 2011 Oregon Shadow Lake Wildfires • Vermont Response • Tropical Storm Irene • http://vtresponse.wordpress.com/

  26. Internal Information Sharing WebEOC boards Internal 213 GM forms Briefings for section chiefs Whiteboard Google Docs

  27. Public Information Sharing Facebook

  28. Public Information Sharing Preparing WilCo Facebook Page follower Lynda King shared her appreciation for creating a map of the road closures in Williamson County. Google Maps

  29. Public Information Sharing Ushahidhi/ CrisisMap

  30. Other Issues Open floor for discussion

  31. Mackenzie Kelly

  32. LachMullen

  33. This Presentation

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