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Social convergence and a new era for emergency management

The crowd, the cloud and you ...

patrice cloutier

on 1 December 2014

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Transcript of Social convergence and a new era for emergency management

Social Convergence and Emergency Management
We're in a participatory era
And one more thing...you move at the speed of your audience or you become irrelevant ... and use the tools they use ... or can't be heard ...
social convergence
what it means for you
integrating SM in EM
case studies
Things to set the stage
Social convergence
Today's presentation
What brings us here?
It's not just about social media
... don't focus on platforms (FB, Twitter, Youtube) but also
mobile tech
and what they allow =
the instantaneous sharing of information + perceptions/opinions
It's not YOUR emergency anymore
... audiences want to play a role ...
people no longer just want to be victims or witnesses
... they use social networks and mobile technology.
The era of organizations simply pushing info
during a crisis/emergency is over ... to be relevant you need to listen and gather
the info that's out there.
The age of social convergence
What's driving this change?
Mobile devices and technologies
+ Social media platforms and sharing
= Empowered citizens and volunteers
+ Volunteer and data mobilization
First vector of change
First vector of change:
mobile technologies
GIS/GPS-enabled tech +
sharing functions
Craig Fugate,
FEMA Administrator:
Monitoring SM to adjust your response to better meet local needs.
Second vector of change: social media
People sharing what they see and feel
First result: empowered citizenry/volunteers
Using technology to participate
Crisis mapping, crowdsourcing,
Next Debate: how do you integrate this in your EOC and plans?
Second result: Tech and social media helping to mobilize people and data, coordinating donations and recovery
Student Volunteer Army in Christchurch
Rebuild Joplin/Tuscaloosa Facebook pages
Community resilience tool
The social convergence equation
Can't ignore change
or this happens
What this means for agencies
Time is a luxury you can
no longer afford
Need to do 4 things at once
First, as always, you need to respond ... but now you do so under lots more scrutiny ...
Second, you need to warn and alert using the tools your audiences use (this means mobile devices and social media).
Third, you need to aggregate, analyze and curate the information available on social networks ...
Fourth, you need to engage in ongoing dialogue with your stakeholders, clients and the public ... also on social networks.
Time is a luxury you can no longer afford ...
Integrating SM in EM programs
A six-step process
Baseline: no use of SM
no $$$, no time, no resources
no policy
Convince, lead by example
provide case studies
Show ROI
Limited Use of SM
Twitter monitored for breaking news
Growing % of audience want SM and web as main channel for emergency info
Some acceptance of SM by execs
Use as emergency info tool to “push”
Twitter as alerting/notification tool
Interactive Use of SM
Learning who you should engage with
Increasing your “reach” with web and key SM platforms
More than one SM platform + website
Used mostly to “push” info out
Basic SM monitoring as “reputation” management tool
Conversational Use of SM
First level of “real” SM engagement
Key factor to help shape public perception of your response
Listen + Learn + Engage
Identify and engage with key “influencers”
SM monitoring as key EOC function
Operational Use of SM
SM monitoring not just a PIO function
Awareness and some use of data/info provided by citizens/volunteers
Moving into ops/plans/intel functions
Broadening your operational picture
Maximizing your relevance/effectiveness through the use of volunteers in tough fiscal environment
Integrated Use of SM
Continuous engagement with communities and audiences, from preparedness to recovery
Full community-based Situational Awareness
SM in all pillars of EM and all functions of EOC
Full mobilization and use of citizens/volunteers data and info … the power of the crowd/cloud
do you prefer this

or that
Case Studies:
How is the convergence happening
Haiti: tech volunteers to the fore!

“Haitians trapped under rubble used text messaging to send pleas for help. Concerned citizens worldwide engaged in a variety of ways, from sending in donations via SMS, to using shared networks to translate and map requests for assistance,” he added.
Ted Turner, Chair, UN Foundation, Report on Haiti for the OCHA
Boulder/Fourmile Canyon Fire: tactical applications of SM and crisis mapping
SM as key EI tool + Twitter and pics combined on maps
First responders dispatched based on that data
The Aussie Experience: floods and a cyclone
Crisis mapping and data integration
35 maps created by volunteers, media and agencies.
info and maps linked from official agencies
SM/volunteer-created sites often the only available info
“ … Queensland’s emergency services and the population at large took full advantage of the versatility and robustness of social media to prepare for and combat disaster …”
The Christchurch earthquake, Feb. 2011
Lessons learned from the September 2010 earthquake
integrated platforms: blog, twitter feeds, local news, maps, Facebook page.
outgoing and incoming communication, facilitating a dialogue rather than just unidirectional information flow
SM as COOP/BCP tools
Japan: the triple disaster
Twitter = only communication tool immediately after the earthquake; however, Twitter helped spread rumors and misinformation, causing people to panic in areas where there was no reason to panic, one solution: have the government itself use Twitter to offer reliable information.
Kobe City University Study
Tornadoes in the US
Donation and volunteer coordination
Hurricane Sandy and social media:
a turning point ... extensive use of SM as EI tool
crisis mapping and crowdsourcing
rumour control
Full transcript