Social media during crisis & emergency

Insiders guide to public information & #socialmedia

Insider’s Guide to: Public Information Management & #SocialMedia

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”Hello!Good morning.


My learnings, your experiences *

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”* Disclaimer


Public Information Management:

What is it?


Public information management is necessary before, during, and after an emergency.

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”Section 130; Introduction to Public Information ManagementNational Civil Defence Emergency Management Plan Order 2015

Enacted 1 December 2015


Provide timely, accurate and appropriate information, advice, or instruction to the public.

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”Section 131 Objectives of Public Information ManagementNational Civil Defence Emergency Management Plan Order 2015



Build public confidence in a responsible, competent operation that makes all reasonable efforts to inform and protect the community.

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Promote the effective management and co-ordination of public information between agencies, CDEM Groups, news media, and the public.

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The ‘real’ role


The PIM role:

Right information at the right time


The PIM role:

Champions thecommunity


The PIM role:

Ensures an authorative voice


The PIM role:

Advise & protectthe Controller



The structure


Public InformationManager



National Controller

GroupController

LocalController

Nationallevel

Group (Regional)Level

LocalLevel



Medialiaison

Web &socialmedia

CallCentre

Internal comms &intranet

Admin


Public Information Manager

NATIONAL CONTROLLER

Public Information Manager 2IC

Web Manager

Political Liaison &

VIP

Stake-holder

Relations (external)

Media Manager

Intl Media Liaison

(3)

Media briefing / VIPs

(2)

Media phone

(2)

Research(1)

Writers (2)

Research(2)

Media monitor

(1)

Online Content

publisher & social media(3-4)

Community Relations Manager

Call Centre

Manager

Marketing Manager

Graphic Design

(2)

Mayor Press Secretary

All of Govt Communication

Secretary (emails)

Customer Service Officers

(30)Market/ Comms

(2)

Cmmnty Advisors

(4)


rise of social media


96%of New Zealand adults will own a mobile device by the end of 2016.” Telecommunications Users Association of New Zealand (TUANZ)

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Social media:

Built for mobile, extends reach


Rules of engagement:

use real words, not txt spk it’s not all about you; comment &

converse take the time to listen


Rules of engagement:

give credit where credit is due be timely, immediacy is key can’t say anything nice? don’t! beware personal vs professional


During crisis:

be authorative – facts & actions acknowledge asap, verify later deal to rumours with #mythbuster keep it relevant & localised


During crisis:

encourage sharing of messages thank those that help track event hashtag use social media mgmt tools


The social landscape is

emotional.Transparency and authenticity are not emotions.” Brian Solis - digital analyst, sociologist and futurist

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Twitter is #1


Facebook #2


YouTube #3


Instagram #4


TradeMe #5


social media monitoring

news sites

Twitterblogs

TradeMe community

YouTube Facebookfeedback

forms

topic trends & emerging issues

planning & intelligence


PIM & Social Media:

Lessons learned


Lesson #1:

Set clear goals& objectives


Lesson #2:

Regular policy reminders


Lesson #3:Scale-up fast,BAU continues


Lesson #4:

Monitor, monitor, respond, monitor


Shakey town Christchurch I think you could do with some McDonald’s

#eqnz

Lesson #5:

Avoid spam & sattire

http://www.google.co.nz/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=6gxSfWUZoSN9SM&tbnid=pgoZFI9D8yfCeM:&ved=0CAUQjRw&url=http://wishurhere.wordpress.com/2011/06/21/mcdonalds-auckland-international-airport-new-zealand/&ei=z1uqU6fvFozvkgXHxIH4Bw&bvm=bv.69620078,d.dGI&psig=AFQjCNEw8-JfAEdnEEhyqqnnODcAAjJXYg&ust=1403759926575514


Lesson #6:

Delegate social media approval


Lesson #7:

Right channel, right message


Lesson #8:

Website is still at the heart


Lesson #9:

Stay visiblewithin EOC


Lesson #10:

Choose the right hashtag


Lesson #11:Google will helpif needed


Lesson #12:

Social media is only one tool


Lesson #13:Penguins really do trump cats


Communication is the critical thing. If you don’t do it right, you will be judged to have failed, regardless of what else you do with your fire trucks and your response.

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”Bruce Esplin, former Emergency Services Commissioner for Victoria- Black Saturday bushfire response


sums it up nicely


Jason DawsonCrisis Management & Communications

021 912 571

[email protected]

linkedin.com/in/jasonmdawson

Thank you.“


Resources:

↘ Social Media in an Emergency Guide↘ Hashtag Standards for Emergencies↘ Facebook Disaster Response Guide

algim.org.nz/socialmedia

Social media during crisis & emergency

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