Social Media in Crisis Management
ISCRAM Summer School 2011

By Connie White, Research Fellow Crisis Communications Research ProjectSchool of Media Arts, Columbia College Chicago

Tilburg,the Netherlands, August 17 24 http://www.iscram.org/live/summerschool2011

#issil2011

Social Networks have been around

Family
Friends
Colleagues
Volunteers
CoWorkers
First Responders
Local Government



Reflection of Society

We characterize a social network as links from people to other people, groups or information objects.

Such objects may be messages, photos, videos, wall postings, notifications, current activities, events, widgets, etc.

http://www.iscram.org/ISCRAM2009/papers/Contributions/163_An Online Social Network For Emergency_White2009.pdf

2009 - Connie White, Linda Plotnick, Jane Kushma, Starr Roxanne Hiltz, and Murray Turoff. An Online Social Network for Emergency Management. International Journal of Emergency Management 2009 - Vol. 6, No.3/4 pp. 369 - 382

How powerful can a single Tweet be?

RT = Information has been passed on.

@bendroz = a person has been mentioned

# hashtags are directing/retrieving the information and creating a single place for information

Link to a YouTube Video

Keywords used to describe the content = Video I Capture

How many Social Networking Sites?

http://www.slideshare.net/web2asia/web2asia-online-social-networks-in-china-presentation

http://www.forbes.com/sites/kenrapoza/2011/05/17/chinas-weibos-vs-uss-twitter-and-the-winner-is/

Following, Friends, Subscribing

Going Viral

Going Viral On Steroids

Weibo to Twitter to Youdu to Facebook to Tudou to YouTube to eMail to Xiaonei

Pamphlet Guide to Revolution in Egypt: How to Protest Intelligentlyby Long Live Egypt Saturday Jan 29th, 2011 4:39 PM

http://www.indybay.org/newsitems/2011/01/29/18670645.php?show_comments=1

White, C. Social Media, Crisis Communications and Emergency Management: Leveraging Web 2.0 Technology. Taylor & Frances, CRC Press, Sept. 2011

Social Media and False Rumors

False rumors about Cosmo Oil spread after the earthquake

History of Disaster and Rumor started in the Roman era

Deliberate false rumors

Rumors from bias

Rumors from misunderstanding

Rumors from miscopy and omission

Decreasing ambiguity as counter-rumor solution

Importance of mass media

Building a feeling of trust

Sharing values with opponents

Attitude of social media users affects false rumors

False rumors about Cosmo Oil: Part II

Social Media in JapanBy Akihito Kobayashi

Citizens Will Give Bad Information!

Not True!

Texas Border Security
Trial Deployment of Border Cameras and the Birth of Long Tail Surveillance

The project generated the
four rules of long tail surveillance

1) If it is on the Internet it will be viewed. 2) If it is on the Internet, it will be watched 24/7. 3) If viewers are provided a means to respond, they will respond.4) The responses from the Internet will be self validating.

Joel Aud. Case Study: The use of Web 2.0 Concepts/Techniques/Technology in Border Security. Chapter 8 contribution to Social Media, Crisis Communication, and Emergency Management: Leveraging Web 2.0 Technology, CRC Press, 2011.

S. Vieweg, L. Palen, S. Liu, A. Hughes, J. Sutton (2008).
Collective Intelligence in Disaster: An Examination of the Phenomenon in the Aftermath of the
2007 Virginia Tech Shooting.
Proceedings of the 5th International ISCRAM
Conference, Washington DC, USA, May 2008.

Here, instead of rumor-mongering, we see socially-produced accuracy.

Of particular interest ... is the reference to the number of victims, and how this exchange once again establishes that these participants have the common goal of finding who the 32 victims are; reaching that goal is the purpose of this group

Why is Social Media good to use for Crisis Management? Just luck!

It's Needed

TAM

DERMIS

CoP

What can Social Media do for Practitioners?

Crisis CommunicationsInformation Flow, Timely & Accurate Information, Situational AwarenessKnowledge Exchange between Crisis Management Experts.Human Resource Domain Driven GroupsConnect and Network with Others Global ReachNotification SystemEducationalRepository of InformationFree and Easy

KatrinaEmailInternetText MsgHaitiEmailSocial MediaInternetText Msg

Decision Makers Need It

5 Minute Fugate's Testimony
Full http://www.c-span.org/Events/Senate-Homeland-Security-Hearing-on-Social-Media-as-Disaster-Communications-Tool/10737421355-1/

FEMA Director, Craig Fugate USA

http://en.wikipedia.org/wiki/File:TAM_v1.svg

Fun added to a later model...

DERMIS

Turoff, M., Chumer, M., Van de Walle, B., Yao, X. (2004)The Design of a Dynamic Emergency Response Management Information System (DERMIS), Journal of Information Technology Theory and Application (JITTA), Volume 5, Number 4, Summer, 2004, pp. 1-36. A Chinese translation of the DERMIS article by Song Y., Yao, X., and Wang, M. (2008)

Etienne Wenger

Communities of practice are formed by people who engage in a process of collective learning in a shared domain of human endeavor.

http://www.ewenger.com/theory/

Community of Practice

The domain: A community of practice is not merely a club of friends or a network of connections between people. It has an identity defined by a shared domain of interest.

The community: In pursuing their interest in their domain, members engage in joint activities and discussions, help each other, and share information. They build relationships that enable them to learn from each other.

The practice: Members of a community of practice are practitioners. They develop a shared repertoire of resources: experiences, stories, tools, ways of addressing recurring problemsin short a shared practice. This takes time and sustained interaction. http://www.ewenger.com/theory/

Wenger (2002) further describes CoPs as communities which:

Share information, insight, and advice; Help each other solve problems; Discuss situations, aspirations, and needs; Ponder common issues; Explore ideas and act as sounding boards; Create tools, standards, generic designs, manuals, and other documents; Are bound by values in learning together; Develop, over time, a unique perspective on their topic as well as a body of common knowledge,practices, and approaches; Develop personal relationships; Exist as a group with both core members and occasional participants.

Wenger, E., R. McDermott, and W.M. Snyder. 2002. Cultivating Communities of Practice. Harvard Business School Press

White, C. Natural Hazards Observer, Volume XXXV Number 5, May 2011 http://www.colorado.edu/hazards/o/archives/2011/may11_observerweb.pdf

Building Emergency Management Communities of Practice

http://www.internetworldstats.com/top20.htm

http://www.internetworldstats.com/facebook.htm

But can Social Media really help?

How to better Connect crisis social data with decision makers who can act on it?

Suzy DeFrances, Red Cross

And Not a Drop to Drink.

Water, a Test for Emergency Managers

Michael Byrne

http://sdmi.lsu.edu/files/not_a_drop_to_drink.pdf

How to Tweak the Tweet

http://www.youtube.com/watch?v=NLz4h8Xl0Uw

Ushahidi Incorporating SM

Patrick Meier - Changing the World, One Map at a Time http://www.youtube.com/watch?v=Hh_PiVqf8BA&feature=player_embedded

Future Research?

Artificial Intelligence, Human Intelligence, Machine Learning,
What happened to 2nd Life?
....and ideas?

http://www.taylorandfrancis.com/books/details/9781439853498/

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