#Crisis Communications

#Crisis

CommunicationsMATT THOMPSONPROFESSOR JOEL BALDOMIRMARIST COLLEGE

� The evolution of technology has had both positive & negative impacts on society

� The internet has grown and increased the worldview by increasing the means of communication, including times of crisis

� Is something so rich in information flawless? Are there weaknesses that go along with the strengths

� Are there specific tools to help increase communication?

� Topics to be discussed

� Why use Social Media

� The use of social media in man-made crisis

� Social media tools to aid in communications

� Challenges with social media in crisis

Why use Social Media• Anyone with internet access can

provide input• Data streams can be tailored to meet

specific needs• Data can be shared instantaneously

reaching millions• Can be used for psychological

counseling

� Social Media Tools and Risk Avoidance

� Twitter tools

� Can assist with event detection, crowdsourcing, situational updates.

� Within twitter, multiple tools can be used.

� Maps

� Can be used to trend crisis hotspots.

� Can be open for public input.

� bi-directional

� Social Media Use in Man-Made Crisis

� Debate about first use

� Virginia Tech or Mumbai India Terrorist attack

� Virginia Tech referenced as Computer-Mediated Communication

� Mumbai identified specifically as social media

� Increased situational awareness in Mumbai

� Allowed for citizen (including media) to obtain latest information

� Norway – 2011

� Lack of pre-incident planning discovered due to social media use.

� Westgate Mall Attack – Kenya 2013

� Demonstrated the bi-lateral flow of communications

� Challenges with Social Media

� Trust in the message and/or messenger

� Both sides are listening

� Can be used for good & bad

� Inability to control the message

� Message reliability

� Not presently thought of in terms of communications in crisis

� Not globalized due to inadequate infrastructure

� Significant flow of information

� Government censorship

� Conclusion

� Communication is effective when it reaches the right people. Ongoing research is necessary as the tools for open source/social media

continue to grow and adapt.