Property: Worked well

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Social media provided footage that could be analysed. The analysis was performed with the help of Cybertracker experts. It is recommended that social media be used not only for press relations but also for operational tactics. This example shows how important it is to use social media in emergency response.  +
The Vienna police kept the public up to date via Twitter (Example: ) Shortly after the crime, photos and videos were already circulating on social networks. The police called on people to refrain from doing so and to upload the recordings to a police server instead. This way, tens of thousands of recordings could be evaluated.  +
Similar to the attacks in Paris, Brussels, Stockholm, Barcelona, and Munich, citizens immediately, while it still remained unclear whether the threat had ended, people used social media, particularly Twitter, to help each other. Using the hashtag #PortesOuvertesNice (Open Doors Nice), they established a crowd-enabled support network to offer shelter or food for those in need.  +
Like the TerremotoCentroItalia platform, the Covid-help-platform has proven itself. The platform is easy and intuitive to access, as there are only a few sections which are clearly separated and easy to understand. To minimise the risk of disinformation and the spread of fake news, the "Fake News" section identifies false information. Additionally, the information provided on the platform has been verified before it is published. The idea of dividing the warning by region has proven helpful in making it easier for people to find the information they need and to create specific maps for the region they are interested in. One highly beneficial aspect of the platform is the dissemination of official information about what to do in certain situations and what has happened.  +
Mossos d’Esquadra, the Catalan police, was primarily in charge of the public management of the incidents and received great praise for the way they did tackle matters – particularly from a research project (Cristófol, De-San-Eugenio-Vela & Paniagua-Rojano 2020) that built on in-depth analyses of 348 tweets issued by the organization in the aftermath of the attacks and interviews with numerous internationally acclaimed crisis communication experts. This evaluation concludes that the crisis management from Mossos d’Esquadra can serve as a best-practice model with regard to at least two important aspects: • Upon the attacks in Barcelona and Cambrils, the Mossos d’Esquadra acted immediately and in an univocal manner to manage the crisis: by posting regular and transparent updates on the status of the investigation, notices to the public and live broadcasts of press conferences, they made sure that their Twitter account (@mossos) became the official and primary source of information on the attacks. • Mossos d’Esquadra’s crisis management approach was based on actual dialogic communication and active listening: Throughout the days and weeks after the incidents, the Twitter account became more than a mere service information platform but a tool for actual public relations management, constant interaction, mutual collaboration, and dialogue between citizens and the Catalan police. They provided fast and univocal responses to questions, showing as much transparency as possible. And they actively observed and responded to the needs of the public via their Twitter account, adjusting instructions or issued warnings based upon the responses. They e.g., are used to post in Catalan only but soon switched to Spanish, English and French as well to account for the numerous tourists affected. Moreover, they accounted for the fact that a lot of the discourse surrounding such shocking events is driven by emotion such as fear or anger rather than rationality and thus used the channel to frequently express empathy with the affected population, reflecting togetherness.  
The gathered data shows a lack of consistent national data on water conditions. The project emphasises that no one really knows what the state of the waters in Germany is and therefore asks for the help of the population. The inclusion of reports from the citizens enables a data collection that can lead to a comprehensive picture of the drought in Germany.  +
On a positive note, Stockholmers have used social media, especially Twitter, not only to provide massive support to those affected, but also to coordinate various efforts: In a tweet posted at 4:44 p.m., Jenny Nguyen, a Swedish law student, asked “Could we collect all who are opening their doors in Stockholm under one hashtag ‘#openstockholm’?”. Thus, like the hashtags that were suggested to enable support during other attacks (#PorteOuverte in Paris 2015, #openhouse in Brussels 2016; #opendoors in Nice 2016, #offenetür in Munich 2016, #roomformanchester in Manchester 2017 or #bedinbarcelona in Barcelona 2017), #openstockholm quickly attracted massive engagement and initiated a mobilization that thousands joined: By the end of the day of the attack, tweets with #openstockholm had been sent or retweeted over 21,000 times – a number which rose to 47,000 during the first five days after the incident. Initially, the hashtag was used to highlight safe locations and emergency shelters, but it was gradually expanded to share information about carpooling (by people posting their routes, times and destinations of transport), childcare and safety, food availability, shareable or open Wi-Fi connections to relieve congested mobile networks, etc. Several users also used the hashtag to update the state of knowledge about the event (e.g. the number of victims), to reflect official information from the authorities, or to call for not posting graphic images of victims or deliberately spreading rumours. Quantitative analyses of the tweets also revealed that the majority of posts were classified as rational reactions (such as concrete offers of help or information updates), but about one fifth of #openstockholm posts were symbolic reactions to the events, primarily expressions of appreciation for the helpers and (national) pride (e.g., “Proud of you who are opening homes.”, “So proud of this country.”).  +
Good Cross-border (cross-jurisdiction / cross-country) cooperation of fire services, police and public authorities was necessary to meet the challenges related to wide spread wildfire.  +
It worked well, so it has been replicated for the COVID-19 pandemic. People from different parts of Italy provided their help and support thanks to the section “Needs”. The platform is easy and intuitive to access, and is structured in a few sections which are clearly separated. It allows people to have access to official information on how to behave in certain situations and what was happening. An NGO helped a lot in the dissemination and sharing of the platform, ensuring the continuity in work and reliability of information. Additionally, the information provided on the platform has been verified before it is published. To minimise the risk of disinformation and the spread of fake news, the "Fake News" section identifies false information.  +
The project can be considered innovative for several reasons. For Save the Children this was the first volunteers' based project, i.e. a project mainly implemented thanks to the direct commitment of thousands of volunteers. The intervention was based online in a virtual space. The online came to have a huge potential impact during the lockdown period. It allowed us to stay connected - distant yet close - by feeding the deep need of the human being to enter into relationship with the other. The online allowed to break down distances and travel difficulties, also reaching deprived contexts and hard to reach areas. The online, for example, allows you to relate a student who lives in a small town of province of northern Italy with a volunteer who lives in the deep south and who, in addition to the time and commitment, avails his/her skills and abilities to help the child recover specific gaps in school subjects, to develop a study method, to regain self-confidence and to re-gain hope for the future. For some students, for example those with Special Educational Needs and/or with Specific Disorders of Learning, the digital environment can even facilitate learning; for other children or kids who have developed problems related to social anxiety, the online setting is felt to be safer.  +
- The digital and management transformations following the 2016 floods in Loiret, focusing on mobility and transport issues. The transformation concerned at least the relationship with the private sector and civil society, IT solutions development cycles and exploitation plans. - The capitalisation - new target groups: The capitalization of the challenge Continuity of Traffic Flow strongly contributed to the ViaPro/ViaFacil uptake in the ecosystem previously identified and expanded its potential with new stakeholders. - Service co-design and citizen inclusion - Market uptake and Service sustainability  +
The crowdsourcing platform was used not only by citizens but also by official entities, namely ANEPC (the Portuguese National Authority for Emergency and Civil Protection) that used the crowdsourcing information to identify supply bottlenecks. The use of crowdsourcing works as long as: - You are clear that crowdsourced information has an inherent error factor - You are clear that the information being relayed is crowdsourced and, in a dynamic environment such as crisis of this type is, what is true now can be false minutes later - You have the ability to maintain a technological infrastructure that will attract millions of users - You have a development team that can react fast to changes and/or mitigate threats in real time.  +
The public can be informed of the current status of the storm warning not only on the lakeshore but also electronically. For all four water areas, it can be monitored on the websites of the BM OKF (, the OMSZ ( and the RSOE ( In addition to the websites, it is also worth using the free TAVIHAR app, which can be downloaded for iOS and Android, to receive automatic messages notifying people of changes in the status of the storm warning for the selected water area, such as the issuance or cancellation of the storm warning status  +
The police launched a large-scale manhunt for the perpetrator which also included asking for the support from the public via social media, among other channels. This triggered massive reactions: more than 1400 tips reached the police.  +
Social Media, particularly Twitter, were important media to acquire situational awareness during an unforeseen event with mass casualties, least some of the victims, the public, and potentially also the police, other emergency institutions, governmental bodies and public offices thus systematically started to monitor them during the attacks on 22 July 2011.  +
Yet, the Berlin authorities managed to take several communication measures that successfully helped to calm the public down and prevent further panic or the spread of rumours. A great deal of their strategy therefore built on resources they had established beforehand: they could rely on pre-formulated messages for such an incident and a concept for an alert system, they had already established a 4-eye-principle to secure message accuracy and wording as well as a cross-district backup plan to get other communication officers involved to be able to keep the public up to 24/7 even during operations with an unknown time frame (that could potentially last for several days as in this incident). This way, they could circumvent the usual command structure across different hierarchy levels, keep feedback-loops short and thus take action within minutes or sometimes even seconds. More precisely, - they sent the first tweet right out of a police car, - they chose to share actual information on what they knew and what they were doing (instead of empty messages such as e.g., ‘We have everything under control, just stay at home’ which would have likely only stirred rumour and potentially panic) - they were the first to actively set the #s for the incident on social media and thus could steer the public discourse in a way that it remained relatively calm and neutral (#Breitscheidplatz instead of #terror / #amok)  +
In X (formerly Twitter), the information provided, e.g. by @TAG24HH and @SH_Polizei was available quickly. This contributes significantly to a real-time situational picture. By evaluating the image and video data on the web, the tactics for silo fires can be updated.  +
Number of followers is steadily growing, it is currently a bit more than 150.000.  +
Photos and information about the operation were pulled from social media more quickly than was possible using conventional fire service means and improved the situational picture. The salvage operation provides information for the company's own operational planning in the event of accidents in the port. In particular, the timeline was tracked to estimate when the impact in Hamburg is likely to occur in future events. The use of special maps, estimating which ships will be „delayed“ are useful.  +
Good communication with media by the Munich Police's press spokesperson  +