1 / 36

Social Media Emergency Management & Disaster Response

Social Media Emergency Management & Disaster Response. Carolyn Deming FEMA Region V External Affairs Digital Communications September 4 th and 5 th , 2013. Agenda. Social Media 101 FEMA Accounts Monitoring & Situational Awareness FEMA Messaging Hurricane Sandy

suki-winters
Download Presentation

Social Media Emergency Management & Disaster Response

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Social Media Emergency Management & Disaster Response Carolyn Deming FEMA Region V External Affairs Digital Communications September 4th and 5th, 2013

  2. Agenda • Social Media 101 • FEMA Accounts • Monitoring & Situational Awareness • FEMA Messaging • Hurricane Sandy • Building a Strategy • Best Practices • Free Tools • Questions

  3. Everyone is Talking • The White House & the President • State Emergency Management Offices • Local, state & federal government officials • Police, fire and EMS • Utility companies • Private sector • Voluntary agencies & nonprofits • The public

  4. Why it Matters • It happens in REAL time • Opportunity to LEAD the conversation • Facilitates a two-way conversation • Opportunity to direct traffic • Multimedia enhances messaging • Fostering transparency & accountability • Reducing call volume • Cross promotion & “clickability”

  5. FEMA 240,863 Followers IN WI IL MN State EMs OH Craig Fugate 39,629 MI FEMA Region V 8,518 Other Federal Agencies X IX Other FEMA Regions VIII I Other Trusted Sources II VII III VI IV

  6. Traditional vs. Social

  7. Learn the Lingo Tweet Message of 140 characters or less @ Twitter Handle, i.e. @FEMARegion5 # Hashtagcreates a searchable topic Retweet (RT) someone else’s message you repost Followers someone who subscribes to get your updates; your message shows in their feed Following the organizations or people you follow who appear in your twitter feed DM Direct Message non-public messaging

  8. Decoding a Tweet Who + Information + Action Item @fema: tagging the national twitter handle #grant: anyone looking for grant information #firefighters: anyone searching about firefighters 1.usa.gov/eViWVy: shortened hyperlink

  9. FEMA’s Digital Platforms • FEMA Facebook • Twitter • @FEMA • @FEMASandy • @CraigatFEMA • @FEMAespanol • @FEMARegion5 • FEMA Smartphone App • New Disaster Reporter • YouTube Channel • Web • www.fema.gov • m.fema.gov • Social Media Hub • FEMA Blog • LinkedIn • Text Messages

  10. Social Hub

  11. FEMA’s Disaster Reporter Photos are moderated to ensure they are disaster-related & not spam. Approved photos are displayed on FEMA.gov using the FEMA GeoPlatform. Individuals in a disaster area upload a photo using the FEMA App. All photos must have GPS coordinates tagged to it.

  12. Disaster Reporter Pages

  13. Become a Disaster Reporter • Android and Apple users: download the FEMA App • via text message • Text ANDROID or APPLE to 43362 (4FEMA) and we’ll send you the link. (std data/msg rates apply) • via the mobile site • Go to http://m.fema.gov • Click Stay Connected • Click Android or Apple

  14. Promoting Other Digital Resources • Red Cross Safe & Well • Humane Society • NOAA • Ready.gov • Promote other accounts • CDC Emergency • Mobile Websites • Text Messages • Smart 911

  15. About Social Media: Monitoring • On-the-ground, personal, real-time information with photos • Able to monitor sentiment, feelings & emotions • Timely knowledge of rumors • Measure what messages are being picked up by public • Determine who is sharing the message (individuals, news sources, government officials, etc.) • Identify hot issues • Search terms grow & change

  16. About Social Media: Messaging Collaborate with all stakeholders & partners Endless message amplification Promote partners messaging Takes technical jargon & forces small bits of easily understood information Actionable items direct to your various audiences Measurable

  17. Non Disaster Build the audience Preparedness messaging Education Live tweeting from conferences & events Message amplification for awareness weeks, community outreach & state activities Convey grant application information & deadlines Disasters Early detection of rumors & misinformation Situational awareness Public perception of FEMA Channel for rapid communication to media, stakeholders & the public Two-way communication to combat myths Support to our states via content, strategy & media monitoring reports

  18. Try Something New

  19. Hurricane Sandy by the Numbers • 10/26: 1,000 new likes on Facebook • 10/27: 2,160 new Twitter followers • 10/28: 7,300 new Twitter followers & 1500 new Facebook likes • 10/29: “FEMA” mentioned 140k on Twitter that day with 12K new followers & Facebook posts reached 300K people • 1st time “FEMA” was a top trending topic on Twitter (#3) • FEMA was a national & global trending topic

  20. Sandy, Pre-landfall

  21. Sandy, During the Storm

  22. Sandy, Response

  23. Sandy, Recovery

  24. Rumor Control

  25. Successes • Sharing is one-click away • Direct online access to response organizations • Multilingual monitoring and messaging • Battle misinformation • Ease of partner collaboration

  26. Digital Strategy • Leadership buy-in • Creating sustainable platforms • Response organizations need to understand 2-way nature • Establishing information flow between leadership & digital staff • Organizational capability & sustainability • Understanding the SPEED of digital communication

  27. Questions to Ask: Digital Strategy • Who is your audience? • What accounts should YOU follow? • Who is in charge of the account? • What process is right for your organization for message approval? • What critical information can/should you share? • How often can you check in to make sure you’re relevant? • How does the message change for the social platform?

  28. Where to Begin • Identify key social media stakeholders and websites • Identify hot issues and trends • Determine what makes a social media account influential • Identify common terms related to your organization • Differentiate between online noise and relevant information

  29. Key Stakeholders • Federal • State • Local non-profits • Faith-based • Political figures • Reporters • Private Sector • Voices of the public • Tribal governments • School systems

  30. Crafting a Message FEMA is in Cook County, Illinois doing PDA’s @FEMA in DuPage County doing assessments vs (9/3) @FEMA is in Cook County #IL w/ @ReadyIllinois doing damage assessments from last week’s flooding. or .@FEMA teams in #DuPage county helping ppl register for assistance #IL www.moreinfo.com

  31. Please Don’t Do This #IStartedUsingSocialMediaAndIDontUnderstandHowHashtagsWork Tweet: RV’s IMAT is deployed to the RRCC for the RISC mtng w/ SBA. Tweet: #FEMA is #here speaking at #IEMA #Conference in #Springfield #IL.

  32. Free Tools • Hootsuite • Tweetdeck • Klout • Trendsmap • Twicsy • Topsy • Wordle • Tagdef

  33. Join the Conversation Common Hashtags • #smem • #firefighters • #safetytip • #Tornado • #wx IS-42 Social Media in Emergency Management

  34. Questions Carolyn Deming FEMA Region V External Affairs Digital Communications Carolyn.Deming@fema.dhs.gov 312-408-5543 @femaregion5

More Related