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What is the Role of Social Media in Crisis Management? |
| To Tweet or not to Tweet - That is the Question, but What is the Answer? | |
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They're here and they're not going away, so how will your organization deal with them? Will you jump on the bandwagon or stubbornly refuse to acknowledge they exist?
They go by many different names: Twitter, Facebook, LinkedIn, YouTube, and the names go on and one.
They are decentralized which makes them impossible to control. They can be used as communication systems for the good of many or as gossip trees that can damage many.
This month's ICORrespondence Newsletter investigates the topic of social media as they relate to crisis preparedness, crisis response, and reputation management. We have put together an assortment of articles from a variety of experts to make your research on this topic simpler.
Take a look at the different viewpoints from different sector experts from around the world. Analyze how relevant their findings are to your organization. Gain an understanding of what social media means for your organization as it plans for avoiding and managing crisis events.
From crisis management expert Jonathan Bernstein, "Any crisis communications or other crisis management-related plan written more than two years ago and not updated since has gaping holes in it as a result of changes in social media."
And...share your opinion with us by joining the ICOR Linkedin network! Search for us under The International Consortium for Organizational Resilience. We are just entering the social media world so let us know if you have suggestions on how can make this work for you!
ICOR will also be "Tweeting" soon - we have a site, I just have to figure out how to Tweet so that someone will hear!
Some surprising facts about the users of social media:
- Average age: 35-44
- 56% are female and 43% men
- Average user spends 1 hour per day on a social media site
And if you have questions, don't hesitate to call or send an email (they still work!)
Sincerely,
Lynnda Nelson, President
The International Consortium for Organizational Resilience
866.765.8321 US/Canada +1630.705.0910 International Calls |
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| When Bloggers and Tweeters Attack! Social Media and the Organization's Reputation |
by John Cullen jfcullen@aol.com No crisis communications plan these days is thought to be complete without a section on how to use social media to ameliorate the predicament. Whether social media are appropriate or not. Which is a vivid illustration of how misunderstood social media are by the current generation of corporate leaders and their public relations advisers. This article provides a preview of how social media will be used in crisis communications once it's all sorted out. Read more... |
| PR Crisis Management in the 'Twitter Age' |
By Mike Johannson "In the Twitter age" is a term I heard this past week from a slightly frustrated public relations professional talking about how he's been forced to modify his crisis management plan.And change he must. The best-laid crisis management plan will quickly unravel when information - true, untrue or even malicious - starts spreading on platforms such as Twitter and Facebook.So how do PR professionals get from "being there" in social media to modifying their crisis management plan in the "Twitter age"? Read more... |
| Warning Systems, Risk Communication, and New Social Media: How Technological Innovation is Changing the Landscape for Disaster Communications | | By Jeannette Sutton, Ph.D., suttonj@colorado.edu. Spot.colorado.edu/-suttonj
This presentation covers the following topics: What is social about social media? How does social media compare to legacy communications systems? What do we know about social media use in disasters? What myths are associated with social media in disasters? What concerns are associated with social media in disasters? Read more... |
| Do You Tweet? Corporate Implications of Social Networking | | Joseph McMenamin, M.D., J.D. www mcguirewoods com
A comprehensive look at social networking written by the firm McGuireWoods that covers the following topics: · What are social media? · How are social media used every day? · Social media in emergency use · Social media tools · Risks · Blogs · Legal issues · Social media policies YOU need · Take-home lessons. Read more... |
| McDonald's Hires Social Media Chief | Emily Bryson York Published: April 12, 2010
CHICAGO (AdAge.com) -- McDonald's is ramping up its social-media efforts in the U.S., naming its first director-social media, Rick Wion. Mr. Wion, who hails from GolinHarris, Chicago, has handled social-media projects for McDonald's since 2006. He was a founding member of the McDonald's Digital Task Force, which established the company's digital strategy.
In an interview, Mr. Wion said his marching orders are three-fold: using social media to build the business, manage customer problems, and beef up outreach to target groups such as mommy bloggers. Mr. Wion will work with the fast feeder's U.S. media relations team, and will soon have support staff. Mr. Wion will report to Heather Oldani, director-external communications and public relations. Read more...
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| Monitoring the Benefits of Social Media and the Risks | Linda Tucci, Senior News Writer 15 Apr 2010 | SearchCIO.com
Chances are your company's CEO has been schooled in the potential business benefits of social media. Social media and networking can enhance brand reputation, build connections with external customers, improve collaboration across the enterprise, spur innovation, and -- when companies start hiring again -- function as an effective recruiting tool for all those bright young millennials.
Using social media also carries risk, however. As enterprises increasingly embrace social media tools for personal and work purposes, CIOs must act quickly to school themselves in the potential identity, security and privacy threats, in order to advise the business effectively about how to mitigate social media's risks. Read more...
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| Social Media Disasters (or How Not Having a Social Media Strategy Can Hurt) | | Social Media Today by Augie Ray on 06/21/2008
Remember when the Web was young--really young--and some companies actually debated if they really needed a Web site? For a brief period, there was a question if investing in a Web site was really necessary, given that many thought all this Web stuff was for geeks and kids.
Just like that point in time in the Internet's infancy, social media has not yet been understood or embraced by most organizations and brands. Even if the ROI is hard to calculate today, it would be wise to consider the harm done by NOT having an organized approach to social media. Read more...
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The Risks of Social Media and Self-Inflicted Reputation Damage
| | The Risk Management Monitor by Jared Wade on April 19 & 23, 2010
As always, what your company does can hurt you. And that includes all the individual actions of all your employees. Now, many of those actions just happen to occur outside of the physical world - and they occur instantaneously and with less forethought than ever before, which makes them inherently more difficult to manage. But you can do it. First, you just need to understand exactly what these risks are. Read more...
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| Twitter and Crisis Communications | | Gayle Weiswasser, Vice President, TMG Strategies
This presentation recommends 6 strategies for managing social media and crisis communications: Know the landscape. Become part of the community. Use social media tools to get the message out. Be prepared to engage. Don't forget your employees. Have a rapid response plan in place.
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| Social Media: What Every Senior Leader Must Know: An Interview with Prof. Sree Sreenivasan of the Columbia Graduate School of Journalism | April 15, 2010 - Tom Field, Editorial Director
Social media aren't just coming - they're here. And senior leaders need to understand how to maximize Facebook, LinkedIn, Twitter and other popular sites, as well as how to protect their organizations from very real security risks.
In an exclusive interview, Prof. Sree Sreenivasan, Dean of Student Affairs at the Columbia Graduate School of Journalism, discusses:
· What's most misunderstood about social media;
· How organizations can benefit most;
· Ways senior leaders can improve their own professional lives.
Read more... |
5 Social Media Disasters
| Penn-Olson.com September 21, 2009 | Sebastian Barros
Social media has given consumers a whole new voice. A recent study by Penn State's College of Information Sciences and Technology found that 20% of Twitter updates are either requests for product info, or responses to brand messages. With that, companies better not give consumers anything bad to talk about. As with the 5 case studies below, the consequences can be severe.
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| How Municipalities Should Integrate Social Media Into Disaster Planning | by Jeremiah Owyang on December 11, 2008
This last Thanksgiving was marred by the horrible deaths of over 170 victims at Mumbai's terrorist attack. If you weren't watching, social media played a part in helping -and hurting- the event. First hand accounts were published on twitter, including pictures of terrorists in action, in fact Forbes called this Mumbai: Twitter's Moment. Cities, authorities, states, and governments should have a social media plan in place to prepare for disasters of all sorts. Read more... |
| Use Of Social Media Tools At FEMA | November 2009:
FEMA has been engaging in Web 2.0 tools and on social media sites nationwide as part of its mission to prepare the nation for disasters. FEMA's goals with social media are: to provide timely and accurate information related to disaster preparedness response and recovery; provide the public with another avenue for insight into the agency's operations; and engage in what has already become a critical medium in today's world of communications. FEMA's social media ventures function as supplemental outreach, and as appropriate channels for unofficial input. Read more... |
| NGOs Must Harness Social Media Beyond Disaster Relief |
Susannah Vila, February 16, 2010
When the 7.0 magnitude earthquake struck Port-au-Prince, Haiti, Doctors Without Borders had 1,300 followers on Twitter. Now, it boasts over 13,000. The Red Cross follower count shot up by just over 40,000 people in the weeks following the quake. If technology wasn't already transforming the public role of the non-governmental organization, it has now brought many to a point of no return.
Read more... |
| Emergency Planning, Social Media & Disaster Preparedness |
By Molly Vandor March 10, 2010
Earthquakes, tsunamis, hurricanes - lately, it seems like there's a new natural disaster wreaking havoc on poor planet Earth every week. From our television sets to our Twitter streams, it's impossible to ignore the devastation these disasters leave behind. And, no matter where you're watching from, it's hard not to feel just a little bit helpless in the face of such colossal catastrophes. But when it comes to natural disasters, modern technology is making it easier than ever to take control by creating your own emergency response system - no high pitched beeping required. There are tons of tools to help you create emergency preparedness plans, keep in touch during a disaster, and get your life back after one strikes. Nothing will keep you safer or saner during a natural disaster than having a good plan in advance... Read more... |
| Haiti and Social Media: DHS Report - A Disaster Monitoring Initiative |
January 21, 2010, Department of Homeland Security
The Office of Operations Coordination and Planning (OPS), National Operations Center (NOC), has launched a Haiti Social Media Disaster Monitoring Initiative (Initiative) to assist the Department of Homeland Security (DHS), and its components involved in the response, recovery, and rebuilding effort resulting from the recent earthquake and after-effects in Haiti.
The NOC is using this vehicle to fulfill its statutory responsibility to provide situational awareness and establish a common operating picture for the federal Government, and for those state, local, and tribal governments, as appropriate, assisting with the response, recovery, and rebuilding effort in Haiti. OPS may also share information with international partners and the private sector where necessary and appropriate for humanitarian assistance and disaster relief. This document is an example of how social media can be used during a disaster response effort. Read more... |
| Social Media in Disasters - A Lawyer's Perspective |
Social media hold tremendous potential for facilitating disaster recovery. In the recent Haitian earthquake, for example, Twitter posts enabled the State Department to initiate a set of steps that led to finding and saving an individual trapped under rubble from a collapsed building, and alerted NBC that landing restrictions designed to facilitate military air traffic had prevented a plane chartered by Doctors Without Borders from delivering badly needed medical supplies. By bringing the problem to the attention of the military, NBC helped solve it. Read more...
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| Social Media: Life Or Death For Advertisers |
by Karen L. Mallia
Two advertising campaigns died untimely deaths in late 2008. They fell to consumers wielding a powerful new weapon: social media.
Much has been discussed in the advertising world about the brilliant promise of social media to reach and engage consumers in ways more meaningful than a traditional ad ever could. But the dark side of social media showed itself twice last fall: first when Twitter users attacked the J&J Motrin moms campaign, and again when bloggers bombed the Pepsi Max campaign launched in Germany. Read more...
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| Backchannels on the Front Lines: Emergent Uses of Social Media in the 2007 Southern California Wildfires |
Jeannette Sutton, Leysia Palen & Irina Shklovski University of Colorado, BoulderUniversity of California, Irvine suttonj@colorado.edu, leysia.palen@colorado.edu, irina.s@uci.edu Opportunities for participation by members of the public are expanding the information arena of disaster. Social media supports "backchannel" communications, allowing for wide-scale interaction that can be collectively resourceful, self-policing, and generative of information that is otherwise hard to obtain.
Results from our study of information practices by members of the public during the October 2007 Southern California Wildfires suggest that community information resources and other backchannel communications activity enabled by social media are gaining prominence in the disaster arena, despite concern by officials about the legitimacy of information shared through such means. We argue that these emergent uses of social media are pre-cursors of broader future changes to the institutional and organizational arrangements of disaster response. Read more... |
| CIOs Weigh use of Social Media Against Security Concerns |
Linda Tucci, Senior News Writer 22 Apr 2010 | SearchCIO.com
Boston Medical Center (BMC), a private hospital center affiliated with Boston University, blocks access to all social media websites using security software from Websense Inc. Users who attempt to use such sites as Facebook, YouTube or Twitter are shown a page indicating that their destination is off-limits. Nevertheless, the debate about whether to open up access to such sites or to keep blocking them remains contentious. Read more... |
| IBM: IT Failure and Social Media Disaster |
Michael Krigsman on June 2009.
IBM's recent DB2 fiasco in the Philippines is a textbook case of Devil's Triangle relationships causing conflict between a technology provider, third-party consultants, and a customer. Although the situation is interesting, I never expected it to bubble over onto Twitter, demonstrating poor social media practice in addition to vendor/consultant arrogance. The Twitter connection began when I tweeted a general request seeking an expert to explain technical aspects of DB2. IBM's customer, a Philippine government agency, raised questions about DB2's suitability to task, making the technical aspect relevant. Read more to find out how one simple Tweet became a nightmare for IBM. Read more..
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If you would like to submit an article or presentation for a future ICORrespondence Newsletter submit it to Lynnda@theicor.org.
Sincerely,
Lynnda Nelson, President
The International Consortium for Organizational Resilience | |
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