Wellington Region CDEM Group
English
2012
Policy Makers, Practitioners
Published
After, Before, During
Content creation, Crisis communication, Social Media Strategy, Social Media Team building, Verification
Intermediate, Starter
https://idisaster.files.wordpress.com/2012/07/social-media-in-an-emergency-a-best-practice-guide-2012.pdf
Checklist for authorities
Actions to take before an emergency
- Decide at what level your organization will engage in Social Media (SM)
- Get familiar with the types of SM available (and tasks each tool is best suited to)
- Create a SM strategy (through consultation with relevant staff members)
- Develop policy for the streamlining of information release during the response phase (if applicable)
- Develop policy for the staffing of SM and appropriate use of SM for employees
- Develop policy for the management of gathered information in the response phase
- Develop guidelines for the design of sites (if applicable)
- Get familiar with your legal obligations and make appropriate provisions, including for
- Copyright
- Privacy
- Comment guidelines for the public (if applicable)
- Record-retention
- Get an adequate number of staff involved and trained
- Amend existing training programs with SM content as appropriate
- Engage with varying types of SM technologies
- Begin to monitor popular sites where conversations are taking place
- Set up sites (if applicable)
- Begin to build your online presence and trust with your community (if applicable)
- Begin to share relevant information on sites (if applicable)
- Begin to interact with your online community (if applicable)
- Begin to build relationships with other key Emergency Management organizations
- Create contacts with key search engine operators (if applicable)
- Run pre-event tests of your use of SM
Actions to take during an emergency
- Remember to be adaptive
- Follow your pre-developed plans, procedures, protocols and policies (or alternatively, create necessary plans and policies)
- Keep in mind your legal obligations and ensure these are met
- Investigate ways to maximize the resources available to you and implement these, where necessary and appropriate
- Create and/or maintain strong links with other organizations and community groups
- Take steps to build and maintain trust with your online community (if applicable)
- If you are using SM to disseminate information:
- Consider community expectations and tailor your response to meet these where appropriate or act to address unrealistic expectations
- Establish your organization as a credible source of information early after the event and keep releasing
- Point to existing sources of official information where this is beneficial. Do not point to sources of information that are not credible at any stage
- Streamline the release of information – including through the use of templates and through labelling the reliability of information
- Consider what information the public needs to make informed decisions and steer the information released towards this
- Don’t go quiet
- Make use of the #mythbuster hashtag where appropriate
- Obtain sign-off from the Controller for sensitive information, streamlining this process where possible
- For Twitter, ensure popular hashtags are adopted and any that you do create are simple, short, relevant and obvious
- Where appropriate, name the source of your information
- Encourage sharing of messages among your online community
- Consider the risk reward benefit cost of releasing information and of shared misinformation (e.g. allow the community to self-correct where possible)
- In relation to monitoring/managing incoming information:
- ‘Ensure Planning and Intelligence communicate clearly to Public Information Manager what information they require
- Develop a Collection Plan detailing what sources of information will be monitored and for what types of information
- Utilize traditional methods of collating, aggregating and releasing information where appropriate
- Utilize a monitoring template to aggregate and summarize gathered information
- Make use of analytic tools – ensure these are combined with people-based solutions
- Make use of online map/mashup tools to make information more easily visualized as a whole
- TO validate community information:
- Identify what information requires validation
- Use existing validation tools where appropriate, considering timeliness issues
- Ask the community for additional information to confirm or contradict unconfirmed, important incoming information
- Look to other trusted information sources for validating
- TO integrate community information into the Emergency Operations Center
- Use pre-existing processes where appropriate
- Consider projecting summary information and/or running registers of common issues onto a wall to help Public Information Manager team identify key actions
- Utilize mashup technologies to identify “hot spot” areas needing resources
- Ensure key factors that need to be addressed are addressed '
- TO prioritize community information
- Look to the community for guidance'
- Hold regular prioritization meetings
- Maximize delegation authorities so personnel can act quickly when needed
- Provide feedback regarding the helpfulness of incoming information to those monitoring Social Media sources and the community
Actions to take after an emergency
- Remember to be adaptive
- Continue to monitor and maintain sites, but to a lesser degree than during the response phase
- Respond to new issues/queries as required
- Consider the original goals you set for your use of Social Media and list out your markers of success based on these
- Create detailed records of your response via Social Media including key learnings of what went well as what didn’t g’‘s’‘well
- Survey the online community for feedback on the response (through use of a structured survey or more informally) (if applicable)
- Measure (through the use of tracker applications, for example) quantifiable factors that provide an indication of your success (if applicable)
- Make key information accessible for future events (including across organizations)
- Make required changes to policies and processes based on learnings
- Debrief all relevant personnel
Please note: Access to the following links is currently only available for project partners
Checklist for authorities:
https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G10_checklists%20for%20authorities_extract_level1.pdf
Levels of Engagement in Social Media:
https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G10_engaging%20in%20social%20media.pdf
Social Media Types - Pros and Cons:
https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G10_Social%20media%20types.pdfProperty "Synopsis" (as page type) with input value "Checklist for authorities</br></br>Actions to take before an emergency </br>* Decide at what level your organization will engage in Social Media (SM) </br>* Get familiar with the types of SM available (and tasks each tool is best suited to) </br>* Create a SM strategy (through consultation with relevant staff members) </br>* Develop policy for the streamlining of information release during the response phase (if applicable)</br>* Develop policy for the staffing of SM and appropriate use of SM for employees </br>* Develop policy for the management of gathered information in the response phase </br>* Develop guidelines for the design of sites (if applicable) </br>* Get familiar with your legal obligations and make appropriate provisions, including for</br>**Copyright</br>**Privacy</br>**Comment guidelines for the public (if applicable) </br>** Record-retention</br>* Get an adequate number of staff involved and trained </br>* Amend existing training programs with SM content as appropriate </br>* Engage with varying types of SM technologies </br>* Begin to monitor popular sites where conversations are taking place </br>* Set up sites (if applicable) </br>* Begin to build your online presence and trust with your community (if applicable) </br>* Begin to share relevant information on sites (if applicable) </br>* Begin to interact with your online community (if applicable) </br>* Begin to build relationships with other key Emergency Management organizations </br>* Create contacts with key search engine operators (if applicable) </br>* Run pre-event tests of your use of SM </br></br></br>Actions to take during an emergency</br>* Remember to be adaptive </br>* Follow your pre-developed plans, procedures, protocols and policies (or alternatively, create necessary plans and policies) </br>* Keep in mind your legal obligations and ensure these are met </br>* Investigate ways to maximize the resources available to you and implement these, where necessary and appropriate </br>* Create and/or maintain strong links with other organizations and community groups </br>* Take steps to build and maintain trust with your online community (if applicable) </br>* If you are using SM to disseminate information: </br>**Consider community expectations and tailor your response to meet these where appropriate or act to address unrealistic expectations</br>**Establish your organization as a credible source of information early after the event and keep releasing</br>**Point to existing sources of official information where this is beneficial. Do not point to sources of information that are not credible at any stage</br>**Streamline the release of information – including through the use of templates and through labelling the reliability of information</br>**Consider what information the public needs to make informed decisions and steer the information released towards this</br>**Don’t go quiet</br>**Make use of the #mythbuster hashtag where appropriate</br>**Obtain sign-off from the Controller for sensitive information, streamlining this process where possible</br>**For Twitter, ensure popular hashtags are adopted and any that you do create are simple, short, relevant and obvious</br>**Where appropriate, name the source of your information</br>**Encourage sharing of messages among your online community</br>**Consider the risk reward benefit cost of releasing information and of shared misinformation (e.g. allow the community to self-correct where possible) </br>* In relation to monitoring/managing incoming information:</br>**‘Ensure Planning and Intelligence communicate clearly to Public Information Manager what information they require</br>**Develop a Collection Plan detailing what sources of information will be monitored and for what types of information</br>**Utilize traditional methods of collating, aggregating and releasing information where appropriate</br>**Utilize a monitoring template to aggregate and summarize gathered information</br>**Make use of analytic tools – ensure these are combined with people-based solutions</br>**Make use of online map/mashup tools to make information more easily visualized as a whole</br>* TO validate community information:</br>**Identify what information requires validation</br>**Use existing validation tools where appropriate, considering timeliness issues</br>**Ask the community for additional information to confirm or contradict unconfirmed, important incoming information</br>**Look to other trusted information sources for validating</br>* TO integrate community information into the Emergency Operations Center </br>**Use pre-existing processes where appropriate</br>**Consider projecting summary information and/or running registers of common issues onto a wall to help Public Information Manager team identify key actions</br>**Utilize mashup technologies to identify “hot spot” areas needing resources</br>**Ensure key factors that need to be addressed are addressed '</br>* TO prioritize community information</br>**Look to the community for guidance'</br>**Hold regular prioritization meetings</br>**Maximize delegation authorities so personnel can act quickly when needed</br>* Provide feedback regarding the helpfulness of incoming information to those monitoring Social Media sources and the community </br></br></br>Actions to take after an emergency </br>* Remember to be adaptive </br>* Continue to monitor and maintain sites, but to a lesser degree than during the response phase </br>* Respond to new issues/queries as required </br>* Consider the original goals you set for your use of Social Media and list out your markers of success based on these </br>* Create detailed records of your response via Social Media including key learnings of what went well as what didn’t g’‘s’‘well </br>* Survey the online community for feedback on the response (through use of a structured survey or more informally) (if applicable) </br>* Measure (through the use of tracker applications, for example) quantifiable factors that provide an indication of your success (if applicable) </br>* Make key information accessible for future events (including across organizations) </br>* Make required changes to policies and processes based on learnings </br>* Debrief all relevant personnel </br></br></br></br>Please note: Access to the following links is currently only available for project partners</br></br>Checklist for authorities:</br>https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G10_checklists%20for%20authorities_extract_level1.pdf</br></br>Levels of Engagement in Social Media:</br>https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G10_engaging%20in%20social%20media.pdf</br></br>Social Media Types - Pros and Cons:</br>https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G10_Social%20media%20types.pdf" contains invalid characters or is incomplete and therefore can cause unexpected results during a query or annotation process.
No
Twitter
