Download pdf - Find it, Fix it, Social Media and HADR

12/14/2011© 2011 BuzzManager, Inc

Presented by: Kathleen Hessert


FIND IT FIX IT Social Media in HADR


“Traditional & social media are as innately different as

traditional & guerrilla warfare. It’s also as vital to understand.”

Kathleen Hessert


Social Media Transforms Disaster Relief

“It can influence the rhythm, velocity, direction & sentiment of public opinion which organically changes the crisis & its subsequent ripple effects.”


Victims Victims Cry out

Public Public SM Swarm

Responders Responders Listen

Decisions Made

Help Help Sent

Triggers supply chain management

problems & circulation of stale information

Need to improve listening & move to

engagement

Improve “trust” quotient & better

understand context

Speed velocity of response saving

lives & $


Victims

Responders

Public

• Victims use whatever means available to reach out for #help

• Responders slow to embrace 2‐way social media communications

• General Public voraciously jumps into social media conversation. “Every citizen a sensor”


• Increased cheap accessible technology promotes widespread use of social media & text messaging – Free or low cost to use– Easy access, low bandwidth requirements – Tweets, SMS, Facebook, Youtube regularly used to request help

• People expect others to listen to sm channels• Expect 2 way communication/engagement• Expect 1 hr or less response time• Crowd source info when official response delayed

Victims


• Responder culture is slow to adapt to evolution of communication methods– Distrust of sm sources & credibility of authors

– Comfort with traditional processes

• Fire hose of messages create monumental logjams• Automated aggregation & filtering necessary for quick understanding

• Relevant info must be moved up the ladder for action• Reliability requires public/private partnerships • Vital need for social media “best practice” education

Responders


• Volunteer organizations & individuals disseminate information to the public– ways volunteers can help– where to get shelter and aid

during & after disaster– How public can donate

• Authenticity of social media accts need verification to avoid being preyed on emotionally & monetarily

• Traditional & social media coverage entwined & confused

Public


SM Content during X24:

18% ‐ Actionable Posts77% ‐ Informative or warning posts5% ‐ Response from participating organizations


“Social media is as much a part of today’s operating environment

as an IED is in Afghanistan. It’s vital to mitigate its negatives & learn to find, listen, engage & lead via social media.”

Kathleen Hessert

Kathleen HessertFounder & CEOBuzzManager, Inc.www.buzzmgr.com1.704.541.5942 (o) 1.704.90‐6.3600 (m)KathleenHessert on
