Social Media and the Queensland’s Crises

A Best Practice Example By: Kim Stephens iDisaster 2.0

By: Kim Stephens iDisaster 2.0

Thursday, March 10, 2011

Social media and emergency management:
Today we will discuss:

• importance of using social media as a means of
communicating with the public during a crisis emphasis on the police service media unit

• lessons from the Queensland flood, with • understanding impact & measuring
success

Thursday, March 10, 2011

WHY is Social Media Becoming an important means of communication?
% of UK Population with Social Media Profile % Without
used social media to: • Communicate vitally important information By pass the media as a messenger Involve the public by both listening to what they had to say and to answer their questions Monitor what the public were thinking and feeling so that they could better meet their needs Help people help themselves and their communities

%of UK Population Online % Not online

15%

36%

• • • •

64%

85%

It’s where the people are...
Thursday, March 10, 2011

Social Media are more than PR
“Social Media are obviously about more than how we

reach out to the public and educate the public...It’s
public talking to us. It’s also about the public talking to the public.”
about the Nathan Huebner, US. Center for Disease Control

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Why Use Social Media? It allows for message... Duplication Amplification Redundancy
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One message before social media...

Next four slides, concept developed in slide show: http://www.slideshare.net/PresentationAdvisors/socialmedia-for-business-5456817
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Thursday, March 10, 2011

One message after social media...

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Thursday, March 10, 2011

QPS Media What they did right...

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1. Provided timely information.

Timeliness = relevance
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2. Used multiple Social Media Networks

Understood the “language” and culture of the network. Understood people might be reading message on a cell phone.
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3. Communicated directly with the public.
Before Social media Media

Public

With Social Media

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4. Engaged the public in a meaningful dialog.

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5. Caught and controlled rumors.

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6. Allowed comments so people could inform each other

...and response organizations.
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7. Diverted traffic from website to prevent it from crashing.

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8. Enlisted the public to help the response.

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9. Enlisted the public to help each other.

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10. Provided a “one-stop shop” for information.

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11. Set Policies Regarding Use and Abuse.

Made intentions clear

Appealed for decency

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12. Expected to receive life-threatening info through social media sites.

People WILL text if they can’t “call” for help.
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13. Asked for feedback on their efforts.

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Measuring Impact

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Measuring Impact QPS Facebook “Fans”
Before Flood Event
0 50000

After Flood Event

100000

150000

200000

39 Million Story hits on FB page ...in 24 Hours
Facebook

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Measuring Impact QPS Twitter Followers
Before Flood Event
0

After Flood Event

2750

5500

8250

11000

1200 Tweets/hour #qldfloods & #thebigwet
Twitter

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Gratitude

Over 1000 notes of Thanks.

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Number one Challenge: Staffing

Only 1 SM specialist on staff during floods.

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Biggest Lesson

People use Social Media during crises.
Are you ready?

Thursday, March 10, 2011

Sources & Resources
Social Media
• Bledsoe, Cheryl. “Twitter Brochure”. Two pages guidance with basic info on how to get started on twitter. Slideshare. Accessed Jan 2011. http://www.slideshare.net/cherylble/twitter-brochure • Bledsoe, Cheryl. “Social Media: From Definition to Deployment.” Slideshare. 26 pages. Created Jan 2011. Accessed Jan 2011. <http://www.slideshare.net/cherylble/social-media-from-definition-to-engagement>. • Brice, Tim. “How to Use Twitter for Situational Awareness.” National Weather Service. http:// www.slideshare.net/TimBrice/twitter-sm • Eloqua. “Social Media Playbook: Everything your company needs to know about social media.” (This is available for anyone to use since it was produced under a creative commons license. As they said on their site, use it–it’s free. Even though it addresses marketing, marketing and citizen engagement are separated by a very thin line.) Accessed Jan. 2011. < http://media.eloqua.com/documents/ Eloqua_Social_Media_Playbook_Public.pdf>. • How-to.Gov “A resource for government workers to find and share guidance, best practices, new ideas, common challenges, lessons learned, and successes – all toward the goal of improving customer service across the federal government.” Accessed 2011. <http://www.howto.gov/>. • Social Media for Business: http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817 • Stevens, Laurie. “The C.O.P.P.S. Social Media Method“. Method for implementing social media for law enforcement, including concepts such as developing goals and objectives: easily transferable concepts to emergency management. 3 March 2010. Accessed 2011. <http://connectedcops.net/?p=1634>.

Thursday, March 10, 2011

Sources & Resources
• • • • • •
Cunningham, S. “Social Media vs. The floods”. CCI publications. January 19, 2011. Hook, Robert. “All in a Twitter”. The Occassional Masthead: Blog. Febuary 1, 2011. Kliemt, James. QPS Social Media Specialist. email communication. Feb 12, 2011. Oliver, Lee. “Council to pipe emergency information to residents.” The Westerner, blog. January 27, 2011. Riordan, Kellie. “Police tweet on the beat during flood crisis.” ABC News online. January 20, 2011. StreetCorner. “Police and public turn to social media & maps in the Queensland flood crisis.” January 18, 2011.

Thursday, March 10, 2011

Photo Credits

Slide 1: Photo by KingBob86: Trapped Woman 2 http://www.flickr.com/photos/ kingbob86/5342341008/sizes/l/in/photostream/

Slide 2: http://www.flickr.com/photos/ausnahmezustand/4752989186/sizes/l/in/photostream/

Slide 25: Photo by KingBob86: Trapped Woman 2 http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/

Slide 11: website for alarm clock image: chipchick.com

Slide 17: http://www.flickr.com/photos/kingbob86/5342339688/

Thursday, March 10, 2011

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