Social Media Exercises for Emergency Managers Megan L. Syner - - PowerPoint PPT Presentation

Social Media Exercises for Emergency Managers

Megan L. Syner

Warning Coordination Meteorologist National Weather Service Great Falls, Montana E-mail: megan.syner@noaa.gov

Social Media in Emergencies

“People won’t care how much you know until they know how much you care.”

• Everyone

Why it matters…

Perceive Understand Believe Confirm Personalize Decide

Act

Based on research from social scientists...

Understand how the public reacts to warnings

Why is social media important?

• Communication tool that can be used to interact with the public, news

media & other local, state, federal agencies -- even all at once!

• Critical life-saving tool in emergencies!
• Builds community trust
• Can also be used to educate -- share your expertise and be the authority
• Show people what is happening -- More Multimedia = More Engagement

Ability to share accurate, reliable and timely information Reach of mobile devices to communicate Share information in real time Inaccurate information or rumors Potential lack of journalistic integrity Data overload and management

Pros Cons

Create local policy and guidelines

Transparency honesty and sincerity - express concern and acknowledge fear

Ask for information and always thank followers if they share info Keep tabs on how people respond to your information

Tell people what you know

• r don’t know,

let them know that you are actively seeking more information and to stay alert

Provide factual information in a timely manner

Social Media in Emergencies

“Get information to the right people, in the right way, at the right time so they can make the right decision.”

• Anonymous

Why it matters…

Actively “listen” to social media to engage the public and respond to comments Be available to answer questions, consider implementing a #hashtag to help the community and media get information Identify which social media can be used pre-event, during event, and post-event and their purposes Use search analytic and mapping tools to aggregate information One way to manage data and information during an emergency is to have an Emergency Communication Plan Duties typically fall under the Public Information Officer

Social Media Exercises

“If we aren’t providing the information, then somebody else will. Be the reliable, authoritative, and trustworthy voice.”

• Anonymous

Why it matters…

To build emergency officials confidence in effectively communicating accurate and reliable information during a crisis

Exercise Goal

Become familiar with use of social media as a communication tool Develop mission-focused practices for how social media fits within Incident Command System Assess best practices for using social media during an emergency Formulate a communication strategy that focuses on providing consistent, reliable and accurate information Enhance partner relationships with multiple agencies

Exercise Objectives

Mission Areas / Core Capabilities:

Social Media Exercises

“By failing to prepare, you are preparing to fail.”

• Benjamin Franklin

Why it matters…

Exercise Guidelines

Open, low-stress, no-fault environment Respond to the scenario using your knowledge of current plans, capabilities and insights Use new tools, discuss and present multiple options and possible solutions Problem-solving efforts and communication strategies should be the focus

Who should be involved?

Any person who has a hand in the decision-making process

• Emergency Managers
• City/County Officials
• Law Enforcement
• Fire
• School Officials
• Hospitals
• Public Health
• Others?

Who should be involved?

Creating a Scenario

Creating a Scenario

Keep it local Keep it realistic Keep it relevant Keep it challenging…BUT… Avoid too many complexities

Planning Preparedness Response and Recovery

Creating a Scenario

Example Scenario

You were notified by the National Weather Service via an e-mail notification that the possibility existed for widespread snow and colder temperatures less than a week prior to Thanksgiving but the details on specific snow amounts and locations were uncertain. Forecast confidence is low but this would be a significant change after several weeks of above normal temperatures and dry conditions.

Example Scenario

Day of storm: The cold frontal passage and start of snow occurred a few hours earlier than forecasted, right as school is letting out. Heavy wet snow falling at rates of 1 to 2 inches per hour and wind gusts 30 to 40 mph. Reports

• f whiteout conditions. Given the increase in travel and the nearing holiday,

it is important to keep roads maintained and open. Day before Thanksgiving: Crews are out plowing roads, but travel remains severely impacted. Snow has ended and winds have diminished. At 3 pm, you receive a call that a truck with an unknown substance has been in an accident a mile west of Lewistown.

 What actions would you take based on this information, if any? Discuss what your decision trigger points might be.  How much time do you need to take action and what level of forecast confidence is required before you take action?  What additional critical information do you need to know and how would you retrieve that information?  What impacts is your group most concerned about with this event?  What critical information do you need to share with the public? Partner organizations?  What information is sensitive or confidential that you cannot share outside of your organization?

Example Scenario

Breakout Sessions

Engage your exercise participants with breakout sessions

 Identify 1 to 3 Facebook pages or Twitter accounts that you regularly follow and share 1 reason why you liked those pages (i.e. content, design, community, etc.)  If you have a Facebook or Twitter account for your organization, discuss 3 reasons why people should visit your page

Breakout Sessions

Engage your exercise participants with breakout sessions

 Identify 1 to 3 Facebook pages or Twitter accounts that you regularly follow and share 1 reason why you liked those pages (i.e. content, design, community, etc.)  If you have a Facebook or Twitter account for your organization, discuss 3 reasons why people should visit your page

Look for and point out similarities among the group

Social Media Exercises

“The amateurs discuss tactics: the professionals discuss logistics.”

• Napoleon Bonaparte

Why it matters…

Logistics

• How long will the exercise last?
• What social media platforms will you use?
• Is there sufficient WI-FI/outlets for mobile device

chargers in the room and building?

• Check to make sure your social media platform

settings are private to keep exercise messages from being transmitted

 TIP: Much easier in Twitter than Facebook!

Logistics

• Is bandwidth sufficient?
• What is the room layout?

Logistics

Let participants know what devices they should bring!

Foster Collaboration & Discussion!

Create a positive, learning environment!

THANK YOU! Questions?

Megan L. Syner

Warning Coordination Meteorologist National Weather Service Great Falls, Montana E-mail: megan.syner@noaa.gov