Difference between revisions of "Social Media in an Emergency: A Best Practice Guide"
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− | |Publishing Organisation=Wellington Region CDEM Group | + | |Publishing Organisation=Wellington Region CDEM Group correct link: https://idisaster.files.wordpress.com/2012/07/social-media-in-an-emergency-a-best-practice-guide-2012.pdf |
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|Covers Thematic=Content creation, Crisis communication, Social Media Strategy, Social Media Team building, Verification | |Covers Thematic=Content creation, Crisis communication, Social Media Strategy, Social Media Team building, Verification | ||
− | |Audience Experience Level=Intermediate | + | |Audience Experience Level=Starter, Intermediate |
|Source Website=https://idisaster.files.wordpress.com/2012/07/social-media-in-an-emergency-a-best-practice-guide-2012.pdf | |Source Website=https://idisaster.files.wordpress.com/2012/07/social-media-in-an-emergency-a-best-practice-guide-2012.pdf | ||
|Synopsis=<big>'''Checklist for authorities'''</big> | |Synopsis=<big>'''Checklist for authorities'''</big> | ||
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|Data Sources=Twitter | |Data Sources=Twitter | ||
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Revision as of 18:11, 8 January 2023
Last edited: 14 August 2023
Quick Facts
Publishing Organisation:
Wellington Region CDEM Group correct link: https://idisaster.files.wordpress.com/2012/07/social-media-in-an-emergency-a-best-practice-guide-2012.pdfYear:
2012Languages:
EnglishStatus:
PublishedCovers Thematic
Target audience
Audience experience level
Disaster Management Phase
Synopsis
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.pdf
Linked to
- Technologies
- Use Cases
-
None. See all Technologies.
- None. See all Use Cases.