Social media in crisis management

COSMIC Workshop

Strategic use of emerging communication technologies for

crisis stakeholders

21/5/2014, Goeteborg

Odysseas Spyrogloufor HELLENIC RESCUE TEAM

Haiti, 2010

•Who is involved ? (Stakeholders)

•How do we communicate ?

•What do we usually do ? (emergency responce scenarios)

•A real story

Haiti, 2010

• Can social media help?

• How ?

• Do we have any real life examples?

Our Project

First Responders

Who are the actors? (aka Stakeholders)

Algeria, 2003

The public (victims & community)Indonesia, 2005

The public (victims & community)

Serbia, May 2014

Levels of communication

Among Responders

Responders to public

Among the public

Preparation

Recovery

Warning

Response

1. One Way communication

2. Two Way Communication

3. Information Sharing

4. Situational Awareness

Interrelated

Not in isolation

Interdependent

Communication Goals

Communication Goals

1. Among responders & law enforcement agencies

Two-way communication

Alert / One-way communication

Information sharing

Situational awareness

Preparation X X

Warning X X X X

Response X X X

Recovery X X X

Two-way communication

Alert / One-way communication

Information sharing

Situational awareness

Preparation X X

Warning X X X

Response X X X X

Recovery X X X

San Francisco Earthquake of 1906

2. Between Responders and the public

Communication Goals

San Francisco Earthquake of 1906

3. Among the public

Two-way communication

Alert / One-way communication

Information sharing

Situational awareness

Preparation X X

Warning X X X X

Response X X X X

Recovery X X X

Emergency Response Scenarios

• Standard Operating Procedures (SOPs): What the Organization does in each case

• Emergency Response Scenario: How the organisation responds in specific events

HRT - real life scenario

HRT’s Real life experience

HRT - real life scenario

HRT’s Real life experienceHaiti Camp, Jan 2010

HRT - real life scenario

HRT’s Real life experienceHaiti Camp, Jan 2010

Main findings

Presence of social media important in:

• Guide responders towards the event

• Supply information, at early stages, to attract funds and sponsors

• valuable information to direct rescuers to survivors

• Keep public informed for vital operations & SAR missions

Discussion Topics

• How could use social media be used ?

• Are general findings realistic?

• Can we apply them in real case situations?

• Are there any exceptions?

• Any other examples presenting the strategic use of social media in crisis situations?