Journey of Disaster Survivors Sara Smith, Social Listening - - PowerPoint PPT Presentation
Mapping the Social Media Journey of Disaster Survivors Sara Smith, Social Listening Specialist FEMA Office of External Affairs Social Listening The act of searching for open source conversations discussing certain events or topics to better
Sara Smith, Social Listening Specialist FEMA Office of External Affairs
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The act of searching for open source conversations discussing certain events or topics to better understand public sentiment, reaction and needs. Carried out by keyword searches, metadata searches,
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Focus
information
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Everyday Listening 2011 Tornadoes 2012 Hurricane Sandy 2013 Social Media Analytics Tool 2014 Cross Training and Regular Reporting Use of team. Shift in information requirements. Investment of budget and personnel towards listening.
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Public Perception Operational
Positive or negative discussion of FEMA’s role in the response Tone or emotional state of public Impact on relationship with external partners Rumors or misinformation Socio-Economic Impacts Real-time Weather Reports Resource Shortfalls Critical Infrastructure Status
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South Carolina Floods, 2015 Oroville Dam Evacuation, 2017
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we’ve learned
learned
we’ve learned
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expect
and less reactive
the “why” behind our strategy
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Application concerns
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volume
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Louisiana Floods
Tropical Storm Hermine
Hurricane Matthew
Inauguration Weekend Tornadoes
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known and unknown.
centralized place for official information online.
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to expect
proactive and less reactive
understand the “why” behind our strategy
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