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Insiders guide to public information & #socialmedia
Insider’s Guide to: Public Information Management & #SocialMedia
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Insiders guide to public information & #socialmedia
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”Hello!Good morning.
Insiders guide to public information & #socialmedia
My learnings, your experiences *
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”* Disclaimer
Insiders guide to public information & #socialmedia
Public Information Management:
What is it?
Insiders guide to public information & #socialmedia
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
Insiders guide to public information & #socialmedia
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
Enacted 1 December 2015
Insiders guide to public information & #socialmedia
Build public confidence in a responsible, competent operation that makes all reasonable efforts to inform and protect the community.
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”Section 131 Objectives of Public Information ManagementNational Civil Defence Emergency Management Plan Order 2015
Enacted 1 December 2015
Insiders guide to public information & #socialmedia
Promote the effective management and co-ordination of public information between agencies, CDEM Groups, news media, and the public.
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”Section 131 Objectives of Public Information ManagementNational Civil Defence Emergency Management Plan Order 2015
Enacted 1 December 2015
Insiders guide to public information & #socialmedia
Public Information Management:
The ‘real’ role
Insiders guide to public information & #socialmedia
The PIM role:
Right information at the right time
Insiders guide to public information & #socialmedia
The PIM role:
Champions thecommunity
Insiders guide to public information & #socialmedia
The PIM role:
Ensures an authorative voice
Insiders guide to public information & #socialmedia
The PIM role:
Advise & protectthe Controller
Insiders guide to public information & #socialmedia
Public Information Management:
The structure
Insiders guide to public information & #socialmedia
Public InformationManager
Public InformationManager
Public InformationManager
National Controller
GroupController
LocalController
Nationallevel
Group (Regional)Level
LocalLevel
Insiders guide to public information & #socialmedia
Public InformationManager
Medialiaison
Web &socialmedia
CallCentre
Internal comms &intranet
Admin
Insiders guide to public information & #socialmedia
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)
Insiders guide to public information & #socialmedia
rise of social media
Insiders guide to public information & #socialmedia
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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Insiders guide to public information & #socialmedia
Social media:
Built for mobile, extends reach
Insiders guide to public information & #socialmedia
Rules of engagement:
use real words, not txt spk it’s not all about you; comment &
converse take the time to listen
Insiders guide to public information & #socialmedia
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
Insiders guide to public information & #socialmedia
During crisis:
be authorative – facts & actions acknowledge asap, verify later deal to rumours with #mythbuster keep it relevant & localised
Insiders guide to public information & #socialmedia
During crisis:
encourage sharing of messages thank those that help track event hashtag use social media mgmt tools
Insiders guide to public information & #socialmedia
The social landscape is
emotional.Transparency and authenticity are not emotions.” Brian Solis - digital analyst, sociologist and futurist
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Insiders guide to public information & #socialmedia
Twitter is #1
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Facebook #2
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
YouTube #3
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Insiders guide to public information & #socialmedia
Instagram #4
Insiders guide to public information & #socialmedia
TradeMe #5
Insiders guide to public information & #socialmedia
social media monitoring
news sites
Twitterblogs
TradeMe community
YouTube Facebookfeedback
forms
topic trends & emerging issues
planning & intelligence
Insiders guide to public information & #socialmedia
PIM & Social Media:
Lessons learned
Insiders guide to public information & #socialmedia
Lesson #1:
Set clear goals& objectives
Insiders guide to public information & #socialmedia
Lesson #2:
Regular policy reminders
Insiders guide to public information & #socialmedia
Lesson #3:Scale-up fast,BAU continues
Insiders guide to public information & #socialmedia
Lesson #4:
Monitor, monitor, respond, monitor
Insiders guide to public information & #socialmedia
Shakey town Christchurch I think you could do with some McDonald’s
#eqnz
Lesson #5:
Avoid spam & sattire
Insiders guide to public information & #socialmedia
Lesson #6:
Delegate social media approval
Insiders guide to public information & #socialmedia
Lesson #7:
Right channel, right message
Insiders guide to public information & #socialmedia
Lesson #8:
Website is still at the heart
Insiders guide to public information & #socialmedia
Lesson #9:
Stay visiblewithin EOC
Insiders guide to public information & #socialmedia
Lesson #10:
Choose the right hashtag
Insiders guide to public information & #socialmedia
Lesson #11:Google will helpif needed
Insiders guide to public information & #socialmedia
Lesson #12:
Social media is only one tool
Insiders guide to public information & #socialmedia
Lesson #13:Penguins really do trump cats
Insiders guide to public information & #socialmedia
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
Insiders guide to public information & #socialmedia
sums it up nicely
Insiders guide to public information & #socialmedia
Jason DawsonCrisis Management & Communications
021 912 571
linkedin.com/in/jasonmdawson
Thank you.“
Insiders guide to public information & #socialmedia
Resources:
↘ Social Media in an Emergency Guide↘ Hashtag Standards for Emergencies↘ Facebook Disaster Response Guide
algim.org.nz/socialmedia