QPS Media SM & Queens Land Floods PDF Version

8/6/2019 QPS Media SM & Queens Land Floods PDF Version

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Social Media and the

Queenslands Crises

A Best Practice ExampleBy: Kim Stephens

iDisaster 2.0

By: Kim StephensiDisaster 2.0Thursday, March 10, 2011


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Social media and emergency

management:Today we will discuss:

importance of using social media as a means ofcommunicating with the public during a crisis

lessons from the Queensland flood, with

emphasis on the police service media unit

understanding impact & measuringsuccess

Thursday, March 10, 2011


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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

WHY is Social Media Becoming

an important means of communication?

Its where the people are...

85%

15%

%of UK Population Online

% Not online

64%

36%

% of UK Population with Social Media Profile

% Without



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Social Media are obviously about more than how we

reach out to the public and educate the public...Itsabout thepublic talking to us.

Its also about the public talking to thepublic.

Nathan Huebner,

US. Center for Disease Control

Social Media are more than PR



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Why Use Social Media?

RedundancyAmplification

Duplication

It allows for message...



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One message before social media...

Next four slides, concept developed in slide show: http://www.slideshare.net/PresentationAdvisors/social-

media-for-business-5456817

http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817


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One message after social media...



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QPS MediaWhat 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.Thursday, March 10, 2011


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3. Communicated directly with the public.

Before Social media

With Social Media

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 couldinform each other

...and response organizations.Thursday, March 10, 2011


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7. Diverted traffic from websiteto 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.

Appealed for decency

Made intentions clear



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12. Expected to receive life-threatening infothrough social media sites.

People WILL text if they cant call for help.Thursday, March 10, 2011


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13. Asked for feedback on their efforts.



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Measuring Impact



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Measuring ImpactQPS Facebook Fans

0 50000 100000 150000 200000

Facebook

Before Flood Event After Flood Event



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Measuring ImpactQPS Twitter Followers

0 2750 5500 8250 11000

Twitter

Before Flood Event After Flood Event



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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?



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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. .

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 isavailable for anyone to use since it was produced under a creative commons license. As they said on theirsite, use itits free. Even though it addresses marketing, marketing and citizen engagement are separated bya 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 serviceacross the federal government. Accessed 2011. .

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 lawenforcement, including concepts such as developing goals and objectives: easily transferable concepts toemergency management. 3 March 2010. Accessed 2011. .

Sources & Resources

Social Media

http://connectedcops.net/?p=1634http://connectedcops.net/?p=1634http://connectedcops.net/?p=1634http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817http://www.howto.gov/http://www.howto.gov/http://www.howto.gov/http://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://idisaster.files.wordpress.com/2010/06/star2.pnghttp://www.slideshare.net/TimBrice/twitter-smhttp://www.slideshare.net/TimBrice/twitter-smhttp://www.slideshare.net/cherylble/social-media-from-definition-to-engagementhttp://www.slideshare.net/cherylble/social-media-from-definition-to-engagementhttp://connectedcops.net/?p=1634http://connectedcops.net/?p=1634http://connectedcops.net/?p=1634http://connectedcops.net/?p=1634http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817http://www.howto.gov/http://www.howto.gov/http://www.howto.gov/http://www.howto.gov/http://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://media.eloqua.com/documents/Eloqua_Social_Media_Playbook_Public.pdhttp://idisaster.files.wordpress.com/2010/06/star2.pnghttp://idisaster.files.wordpress.com/2010/06/star2.pnghttp://www.slideshare.net/TimBrice/twitter-smhttp://www.slideshare.net/TimBrice/twitter-smhttp://www.slideshare.net/TimBrice/twitter-smhttp://www.slideshare.net/TimBrice/twitter-smhttp://www.slideshare.net/cherylble/social-media-from-definition-to-engagementhttp://www.slideshare.net/cherylble/social-media-from-definition-to-engagementhttp://www.slideshare.net/cherylble/twitter-brochurehttp://www.slideshare.net/cherylble/twitter-brochure


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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.



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

Slide 11: website for alarm clock image: chipchick.com
http://www.flickr.com/photos/kingbob86/5342339688/http://www.flickr.com/photos/kingbob86/5342339688/http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/http://www.flickr.com/photos/ausnahmezustand/4752989186/sizes/l/in/photostream/http://www.flickr.com/photos/ausnahmezustand/4752989186/sizes/l/in/photostream/http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/http://www.flickr.com/photos/kingbob86/5342341008/sizes/l/in/photostream/

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QPS Media SM & Queens Land Floods PDF Version