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Transcript

Why Social media for emergencies?

1. To provide lives saving information

2. To gather information useful for the response

3. To engage communities affected

4. To help communities to help themselves

5. To manage expectations and let people know that you may not be there with them, but you are there to help

1. Share information: people want to send information out, but they also want information back

2. Promote focused action: they want to have a response to their specific problems

3. Make their lives better

Resilience: help communities help themselves

Social Media for Emergencies

Manage expectations and let people know what you are doing

Follow the rules!

  • Be honest
  • Advertising what you do is good, too much advertisement is annoying
  • Let your beneficiaries speak for you
  • Educate the public

To engage affected communities

Why do people want to talk to you during emergencies?

How to engage?

What to do before deciding to use Social Media

1. Be relevant

2. Be timely

3. Be responsive

4. Be ready to be criticized

1. Check information and telecommunication landscape

2. Make sure you know cultural and social habits

3. Find already existing influencers, pages, and hashtags

4. Use a SM monitoring tool (Tweetdeck, Hootsuite)

5. Make sure you have the capacity to manage your SM presence

Anahi Ayala Iacucci

Senior Innovation Advisor

aayala@internews.org

@anahi_ayala

@info_innovation

2. To gather information useful for response

1. To Provide Lives Saving Information

1. Passive monitoring

2. Active call for information

Open Call for information

Passive Gathering of Information

1. Make sure you have the capacity

2. Manage expectations

1. What is that you want to know?

2. Monitor, assess, and analyze

3. Filter!

4. Use VTC

The Digital Humanitarian network

Verification

Case Study #2

Strategy

Challenges

Case Study #3

Case Study #1

Security and privacy

Resources

Trust

Tips on how to avoid bad feedback or bad advertisement on social media

Central African Republic

You gave just set up a new office there, and your Country Director wants you to set up a SM presence. You are not convinced that this will work, but your colleague in Comms think it is a great idea. Your boss wants 2 things: advertisement for donors purposes and reach as many people in CAR as there are online. Internet in CAR is also really unreliable, so you can connect sporadically and for few minutes, time that you need to use to actually answer to your emails.

1. Do you do it or not? Explain why

2. Twitter or Facebook?

3. Design a strategy for your SM presence (you will need to explain why you make certain decisions and not others)

How we did it

1. Facebook users in CAR are 100% of the online presence

2. Twitter though it's easier to reach people outside the country

3. Tweet @ media organizations/donors/NGOs focusing on Africa/CAR

4. Facebook page

5. Hire a young very influential FB user

6. Use IFTTT site for updates

Get the Motives of Your Critics — Be aware of whatever goes on in the criticisms and try to figure out the motive behind the slander, expose the critics if you find them engaging in slander, support with proofs. If you are continuously being subjected to negative comments and similar attacks are made which doesn’t seem professional at all then try to investigate motive of those involved.

Take Necessary Action if Someone Crosses the Limit — You don’t have to fall to false accusations and if any one tries to tarnish your image with false things, solve conflicts at personal level and get to a point of mutual understanding.

Be Clear and Straight Forward — While replying to your criticism its really good practice to be concise, and get on straight with the motive of the critics, don’t be a fool talk straight.

Always be Calm — Always be calm and approach with a cool head, don’t lose your cool no matter how provocative things are said. Professionalism gets you a long way and an unprofessional attitude will get you lose everything.

Critics Might be Right, You Need to Accept Them — Approach the criticism with a learning attitude, there might be something really important in the comment and if it comes from an industry head special attention must be given to it. That might be fruitful for you.

Be Ready to Learn and Take Lessons — Why did any beneficiary gave a negative comment, you must carefully address the reason for that and then rectify it so that you don’t lose repuatation in future and get 100% satisfied beneficiaries.

Thanks.

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