Social media collaboration in crisis situations that clicks psc europe final
45
Social media collaboration that ‘clicks’ Social media collaboration & crisis management Arnout de Vries – PSC-Europe Forum conference 2011, Warsaw, Poland
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Transcript of Social media collaboration in crisis situations that clicks psc europe final
Social media collaboration that ‘clicks’
Social media collaboration & crisis management
Arnout de Vries – PSC-Europe Forum conference 2011, Warsaw, Poland
#whatif911: what if 9/11 happened in 2011?
10 januari 2011
M Bouman
TNO Nieuwe huisstijl
2
Powerful technology in every pocket
New management
Manage abundance
(not scarcity)
Agenda
4 uses of crisis management and social media
Learning from incidents
Current dilemma‟s
Social media SWOT
A look into the future…
4 ways of using social media
1. Observe
Monitor, analyse, intelligence
2. Send
Inform, broadcast
3. Ask
Crowd sensors and wisdom
4. Dialogue
Interaction, collaboration, co-creation
1.Observe 2.Send
3.Ask 4.Dialogue
We call on citizens / volunteers for
assistance (e.g., sand bagging)
We ask questions to improve our
situational image of the crisis
We respond actively to specific
tweets to confirm or refute
information
We send tweets in line with
other communications
We follow tweets
Now Future
How does your organization use Twitter during a crisis, now and
in the near future (in 1 or 2 years)?
How does your organization use Twitter during a crisis, now
and in the near future (in 1 or 2 years)?
-15 -10 -5 0 5 10 15
We call on citizens / volunteers for
assistance (e.g., sand bagging)
We ask questions to improve our
situational image of the crisis
We respond actively to specific
tweets to confirm or refute
information
We send tweets in line with
other communications
We follow tweets WB
SR
WB
SR
WB
SR
WB
SR
WB
SR
WB = Water Boards
SR = Safety Regions Yes No
Now Future
How does your organization use Twitter during a crisis, now and
in the near future (in 1 or 2 years)?
Social media and public safety
30-11-2011 13 13
Social media and crisis management
1. Observe social media
KLM Social media Hub
Gatorade mission control
Dell listening command centre mobile monitoring
15
17
18
August 19th August 18th 2011
Indications of
heaviness of
storm
heading to
Pukkelpop
from citizens
Start incident:
heavy rainfall
16:2
2
18:1
5
Reports
about
deaths
19:0
3
Reports
about
damage
and
casualties
18:3
0
First relevant
pictures showing
damage (collapse
of tent)
18:3
5
First pictures
showing panic
Dutch press
starts
reporting
18:2
4
19:1
9
Belgian press
started reporting
(individual
accounts)
19:1
2
Large amounts of
rumour spread about
#deaths
19:1
5
Deaths semi-
confirmed by
individual
journalist
19:3
8
20:1
9
Initiation of
#Hasselthelpt
Pukkelpop incident timeline
@Pukkelpop
first message
since incident
19:5
3
@Pukkelpop
message with
“
handelingsper
spectief”
(phone
number and
URL)
21:5
6
Press
conference
(TV): 2 deaths
and 40 injured
20:5
0
Announcement
that festival is
cancelled for the
night
19:4
0
Fire depts Sint
Truiden say 6
deaths and
Hasselt says 1
death 7 injured
20:0
6
GSM network
is fixed
“SMS use
only” is asked
for ~ 2
1:0
0
Official news:
5 deaths, tens
injured,
festival
cancelled
19th
aug12:0
0 A
M
Messages prior to the incident (early warning system)
User Tweet Time
Maartentibau Serious thunderstorm in Hasselt. I hope for a happy end at
Pukkelpop.
6:03PM
AlexanderDuyf Apocalyps at Kiewit! #pukkelpop #thunderstorm 6:03PM
Rubenschroyen Aiaiai #pp11 it could become a drama #thunderstorm 6:03PM
Jerola Here at Hasselt there is an immense thunderstorm going on #hasselt
#pukkelpop it is 6PM and the street lights are on, it is so dark
6:06PM
Ellenpotoms Rain, lightning and thunder! #pp11 6:07PM
Pukkelpop Twitter traffic
Tweets about
(rumours on)
casualties and deaths
„Dangerous
weather‟ tweet of
artist at festival
Geographical spread of tweets
Spread afterwards:
Topic analysis during incident
Tweets/min on „Damage‟ topic Tweets/min on 'Casualty' topic
2. Send and inform
Most crisis management organisations are oriented on broadcasting
#Twitter accounts
(# organisations)
Safety region 18 (25)
Fire dept’s 21 (25)
Police dept’s 25 (25)
Medical dept’s 10 (24)
Water boards 24 (25)
3. Crowdsourcing
seed
harvest
3. Crowdsourcing during incidents
Co- creation
4. Dialogue and collaboration: co-creation!
Paradigm shift
How does social media „click‟?…
The crowd breaks all rules…
Facts or fiction…?
“The crowd produces mostly crap.“ – Jeff Howe
Wisdom of the crowd vs stupidity of the masses
Professional vs private (or hybrid) use
vs
30-11-2011 22:10
Titel van de presentatie
37
Speed vs reliability
The crowd can destroy your brand/company
“They can destroy your brand/company“
there is no common language…
Future proof or keep switching channels?
Crowd control
vs community management?
Ethics…
social media
Strengths Weaknesses
Opportunity Threat
1 Intensity 2. Barrier 3. Rapid change 4. Overload 5. Transparant 6. Decentralised 7. Immature 8. Value unknown
1. Anywhere & anytime 2. Low barrier 3. Speed 4. Direct 5. Transparant 6. Dialogue 7. Rich and diverse 8. Personal
1. Reach
2. Unity
3. Involvement
4. Influence
5. New value webs
6. Empowerment
7. Change
8. Value creation
1. Miscommunication 2. Digital divide 3. Chaos 4. Lack of control 5. Abuse 6. Sociobesitas 7. Web 2.0 bubble 8. Influence
Opportunities of social media
Strengths of social media Weaknesses of social media
Threats of social media
Social media SWOT
Are they
with you or
against
you?
What is your next step?
twitcident.com
@twitcidentapp
