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Presentation from David VIcent, Relational Marketeer about the main importance nowadays of social media in crisis Communication. UNWTO Themis Capacity programme, North Africa and Middle East Countries.
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UNWTO Practicum SeminarCrisis Communication Management
Social Media Management In crisis communication
Madrid /Granada(Spain) Nov 2011
David Vicent Gandía
Social Media Revolution
http://www.youtube.com/watch?v=xFGyR-gTHFE
A new Web bassed reallity
2.0 Complexity
Marketing VS. SMM
7 Intelligences for a Modern destination
• Customer Intelligence• Markets Intelligence• Multi-channel Intelligence: Benchmarking online• 2.0 Employees…. Connecting with visitors• Cooperative Intelligence: Everyone adds Value for
the customer and distribution channels..• Workflows Intelligence• Global Scope Business Intelligence: Where we are in
the market everyday?
The rise of smartphones
Travel & Smartphones
Geottaging: Where is the most valuable for me ?
Real Time Travel
SMM Strategies
Web 2.0: All has changed
Social Concepts
Social Media employees
Brand Awareness cycle
Nice Content for leaders
Be informed
An Improving tool: ask your users
To be a part of
Benchmarking 2.0
Your users are the Stars of the story
Markets are conversations
Conversations for people you know: To sell= To know better
THE BREAK UP
SOCIAL MEDIA AND CRISIS MANAGEMENT
Many to many communication in crisis moments
“Beneficiaries now have a voice, and affected populations have a
voice. They’re not just recipients, […] they have the ability to talk
back. That [two-way communication] creates a different dynamic
around accountability and responsiveness. It also creates a new
set of ethical responsibilities, especially around expectations and
whether they can be met. […] [Humanitarian] organizations have
always prided themselves with being responsive to beneficiaries’
needs, and being accountable to them. But there is a now different
set of tools to make that happen and it is taking some organizations
by surprise. –Katrin Verclas, MobileActive
Community crisis
“We have these two worlds, but we are saying the same thing effectively: We want to help people who have been affected in a crisis. That is our prime objective. We are coming at it from two very different directions. What we saw in Haiti was actually the beginnings of trying to identify an interface between the two communities”.
–Andrew Alspach, OCHA
A new expectation because new tools
“…the expectation was that we could do more than normal. But, because of the […] lack of access to those facilities, we were actually able to do the same as if we were in a tent in the middle of nowhere. It was one of the most incredibly frustrating things I’ve been through. –Nigel Snoad, UNDAC
Collapsed Systems
“The challenge in the beginning was that there was almost nobody to do the work and then all of a sudden [Haiti] was filled with new actors. There was a lack of baseline data. The Ministry of Education collapsed and they lost a lot of staff and all [mostly paper data] systems. No list of schools survived. We were trying to plan rapid needs assessments with almost nothing to go on.
–Charlotte Lattimer, Save the Children
A fog of Information
“”During the first 12–24 hours, there is a fog of information.
The situation is changing rapidly and the numbers are changing rapidly.
You might as well watch CNN for the changing situation, because any product that we did was quickly out of date and overtaken by events. –Dennis King, U.S. Department of State Humanitarian
Information Unit
More information but not enough abilities
“…rapid advances in information and communications technology
have led to a proliferation in the quantity of information available
to humanitarian workers at all levels—but not necessarily any corresponding improvements in their abilities to usefully handle that information.
A not easy work in no time
Making SEO of Valuable Information : previous
Improving cooperation cycle
TO STABLISH A CHANNELS STRATEGY
Foccusing on Channels
Many Channels for different benefict
And many activities by channel
Strategic System
OBJETVIVES OF SOCIAL MEDIA IN CRISIS MANAGEMENT
• To Help people• To Coordinate , inform and help destination stackeholders • To be the best on-line time infomation where there is
communication problems• To monitoirze and act on real time• To preserve key factors of the destination as a safety one• To demonstrate people how efficient and helpfun we are able to
be
IN A CRISIS, SOCIAL MEDIA TELL PEOPLE ALL ABOUT US AS A STACKEHOLDERS AND AS PERSONS. IN THE WEB 2.0 ERA, WE MUST BE THERE WHERE PEOPLE NEED US.ON REAL TIME
