Building emergency 2.0 resilient communities in 2013

American Red Cross Digital Operations Centre

American Red Cross Digital Operations Centre

Hi Everyone. As our Emergency 2.0 Wiki Community looks to 2013 and with many of us still reeling from January’s disasters of bushfires and floods in Australia and heavy snow and floods in the UK (to name a few), we thought we’d frame a discussion around what we aim to achieve together by reviewing how far the world has come in the journey towards building emergency 2.0 resilient communities and share what we believe the challenges are, how the Wiki can help and how you can help. We hope this discussion will also inform the development of our 3 year strategic plan, the first draft of which we will soon post online as a Google Doc for your comments and input.

2012 was another year of devastating disasters around the globe. The good news is that along with the accelerating usage of social media globally (including on mobile devices), we witnessed increasing usage of social media by the community in preparing for, responding to and recovering from disasters.

Hurricane Sandy Google Crisis Response Map

Hurricane Sandy Google Crisis Response Map

The most shining example was New York City’s social media response to Hurricane Sandy, in which we witnessed a ‘whole of community’ response, where emergency services, all levels of government,  media, business, NGOs, the volunteer technical community, community groups, faith-based groups and the public pulled together using social media to inform, share, connect, collaborate and galvanise to face the disaster.

The NYC government opened up its data enabling developers and designers to develop emergency maps and applications and partnered with organisations such as Google’s Crisis Response Team to develop a customised map featuring evacuation zones, shelters and recovery centres. Huffington Post launched a Crowdmap to encourage the public to share their own observations, photos and video of incidents such as flooded roads and downed powerlines via sms, tweets, email or web form. The public could also sign up to receive alerts when a report was submitted within their geographical area. This Crowdmap utilises the Ushahidi application, which includes a mobile app to facilitate ease of reporting.

Citizens downloaded mobile apps such as the FEMA Preparedness App and the Red Cross Hurricane App to receive alerts and emergency preparation information.

The NYC government used Twitter @nycgov, Facebook, Tumblr and YouTube to issue information and they live streamed media conferences. Most importantly the NYC government engaged in two way communication with the public using social media, responding to questions and listening to the public in order to more efficiently allocate resources.

Digital volunteers from groups such as NYVOST and Humanity Road rallied locally and globally to help monitor the ‘fire hose’ of social media information generated by the public and working with local authorities to keep them informed.

Also listening and responding to local needs in real time via social media was the Red Cross, utilising their new digital operations centre.

The NYC Department of Education utilised Twitter @NYCSchools  and Facebook to issue preparedness messages to school staff and parents, to alert of pending school closures, of schools being used as evacuation centres and also to rally donations for emergency relief and volunteers in the recovery phase.

To enable businesses to directly help each other out with office space and other services such as internet connection and mobile device recharging, a member of the technical community Noel Hidalgo @noneck established a Sandy Coworking Crowdmap using the Ushahidi platform.

Hurricane Sandy Recovery Crowdmap

Hurricane Sandy Staten Island Recovery Crowdmap

To support recovery in Staten Island a Crowdmap, created by the community was populated with information from the public via text, tweet using the hashtag #helpsi or directly online. This Ushahidi map automatically updates reports of relief help available or people in need as well as relief stations and volunteer opportunities. Businesses can update donated services and goods as well.

While we don’t have information on how the business sector used social media in the emergency preparation phase to prepare their workforce, or during the emergency to liaise with their stakeholders (please send us articles if you have them), from our observations, the majority of the Future Scenarios of an Emergency 2.0 Resilient Community that we posted on this site and the Wiki over a year ago were played out in New York City in the face of Hurricane Sandy.

We encourage everyone to revisit the Future Scenarios for emergency preparation, response and recovery and ask yourselves is this how my community would respond in an emergency? Is this how my emergency services would respond? My city government? My business? My local school? What are the gaps?

How the Wiki can help communities become Emergency 2.0 Resilient – and how you can help

Emergency 2.0 Wiki main page

Emergency 2.0 Wiki main page


Great progress was made last year in producing tips and guidelines for using social media for emergency preparation, response and recovery. Thanks to the great work and contribution of Wiki reference group members, the broader wiki community and the US and NZ governments, there is a wealth of resources on the Wiki for all to access.

Social Media in an Emergency: A Best Practice Guide

Social Media in an Emergency: A Best Practice Guide

Emergency agencies/First Responders guidelines

As well as on those tips and guidelines on the Wiki itself, a number of guides have also been published by government agencies, in New Zealand and the United States, which can be adapted for your own countries. These guides are referenced and linked throughout the Wiki and posted on the library page. They include:

Social media in an Emergency: A Best Practice Guide developed by New Zealand emergency services. The Emergency 2.0 Wiki is proud to have assisted with its development by facilitating an international review. This excellent guide was recently translated into French, thanks to the voluntary initiative of #SMEM and #MSGU community member Moro Cedric @moro_cedric and it is available via his I-Resilience blog and also on the Wiki.

Guidance for Collaborating with Volunteer & Technical Communities

Guidance for Collaborating with Volunteer & Technical Communities

The US Government produced three excellent guides last year for first responders on community engagement and social media strategy for emergency management.

The Digital Humanitarian Network, a new consortium of Volunteer & Technical Communities of digital volunteers, published Guidance for Collaborating with Volunteer & Technical Communities.

FEMA Social Media in Emergency Management online course

FEMA Social Media in Emergency Management online course

Free online SMEM course – available globally

This three hour online course was developed by the US Federal Emergency Management Agency (FEMA) for first responders and is available to everyone around the world, for free! It is interactive, with videos and can be done in parts. The Wiki is proud to be referenced in the content and as a resource for further reading. The course is also listed in our library.

Accessibility Toolkit

We created an Accessibility Toolkit which not only provides tips on how people with a disability can overcome accessibility issues of social media, but Graphic of disability symbols showing a person in a wheelchair, a profile of a head showing the brain inside, hands doing sign language and a person walking with a caneit also has guidelines on how organisations can ensure their social media messages reach this sector.

Our Reference Groups need you!

Technology and social media is changing so rapidly that what is ‘best practice today’ is not tomorrow. It’s the key reason why we created a wiki and not a website – to enable us to quickly update our tips and guides.

Emergency AppsA case in point for this is Facebook. As #SMEM guru Jim Garrow pointed out in his Face of the Matter blog, Facebook is no longer the ‘silver bullet’ – because they’ve recently changed the news feed so that only 10%- 15% of your messages will be viewed by your followers.

We need you to help us update the tips and guidelines on the Wiki and keep them up-to-date as the technology and platforms change. This means sharing your own tips and sourcing tips from the #SMEM community, the Wiki LinkedIn Group posts, leading blogs, news sites, case studies and research reports. Please check out our Reference Groups; we need you!

If you work in the Education or Health Sector, we’d also like to encourage you to help us start up Reference Groups to develop resources to help schools, universities and hospitals become Emergency 2.0 Resilient. While we’ve developed and collated some resources, there isn’t yet lot of content. This year we’d like to address this and encourage you to help us.

Capacity Building and Empowering Community Groups for Resilience

Image courtesy The Emergency 2.0 Australia Project for the Government 2.0 Taskforce Report 2010

Image courtesy The Emergency 2.0 Australia Project for the Government 2.0 Taskforce Report 2010

We believe that resilient communities are connected communities and it is critical to capacity build community groups to use social media for emergency preparation, response and recovery. This includes first responder volunteer groups such as CERT (US) and SES (Australia), service clubs such as Lions and Rotary, faith-based groups and neighbourhood watch groups. It is these grass roots community groups on the ground that are best positioned to tap into local needs in times of emergency and who will be there during the long road to recovery when outside help and media attention subsides.

The Wiki aims to, in consultation with key groups, develop a ‘Community Group Emergency 2.0 Toolkit’, which would consist of guidelines, YouTube webinars and other resources to empower groups to use social media for emergency preparation, response and recovery. We aim to seek grant funding and investigate crowdsourcing options for this vital initiative, so if you are interested in helping, please contact us.

Building Business Continuity and Resilience

Continuity Forum Presentation

Continuity Forum Presentation

Key to community resilience is keeping businesses operating and social media can play a critical role in helping business prepare for, respond to and recover from emergencies. We further developed the Wiki guidelines for business continuity and resilience, covering topics such as ‘using social media to empower employees’, ‘to communicate with stakeholders’ and ‘establish a temporary workforce’. We presented at a Continuity Forum in Brisbane (Australia) and Government 2.0 Conference in Canberra (Australia) and have since had many invitations to speak on this topic. To address the need to build business capability in this area, we aim to seek funding to create webinars to post on YouTube to be freely available to all to access across the globe. If you have ideas on how we could access funding for this initiative please contact us.

Citizen Engagement and Education for Resilience

Disaster Alert app by the Pacific Disaster Center.

Disaster Alert app by the Pacific Disaster Center.

Last, but not least, while citizens are increasingly using social media to find and share emergency information, we believe a lot of education is still needed to help people better prepare for, respond to and recover from emergencies. For example, encouraging people to download an emergency app onto their mobile devices so they can get alerts before disaster strikes is one action that has enormous potential to save lives. This includes raising awareness of the existence of apps produced for their locality, but also disaster alert apps available globally, that they can download prior to travelling.

Another priority is to ensure the social media messages shared by citizens on the scene contain critical information to best help emergency services, the media and the public. This includes enabling GPS on mobile devices and adding a #hashtag and the time when tweeting warnings, photos or videos. The following tweet was part of an awareness campaign we ran in January during the Australian bushfires to educate the public on how to share information using social media, providing links to the Wiki:

Another important education objective is to encourage people to help each other and local emergency agencies and governments by populating crowdmaps with their own information from the scene. As we have showcased, this was a vital feature of the social media response to Hurricane Sandy, but is still a new concept in many countries. The Wiki promotes the use of crowdmaps in our Future Scenarios and throughout the Wiki. We also promote their use during major disasters; for example we retweeted this message from Brisbane Council during the January floods in Australia:

We believe that key to successful citizen education and engagement for emergency 2.0 resilience is developing engaging social media campaigns that are designed to go viral. We also recognise that it is important to run these campaigns in the leadup to known disaster seasons eg hurricane/tornado/bushfire as well as during every major disaster to remind people how to use social media to prepare, share information, help one another and to mobilise and galvanise support for recovery.

This means also utilising the most popular social media sites such as Facebook, Google Plus, YouTube and Pinterest. At present, due to a lack of resourcing we are limited to Twitter, and our campaigns are sporadic, based on volunteer time availability.

To meet this challenge, we are seeking a communications agency to design a social media campaign on a pro bono basis. We also aim to establish a volunteer Marketing and Communications Wiki Work Team to assist with rolling out campaigns across the globe with local information such as emergency mobile apps. If you are interested in assisting, please contact us.

Help Translate the Wiki into other languages

At present, the Wiki is only available in English. To help accelerate the global adoption of social media for emergency management and help create emergency 2.0 resilient communities, we aim to make the content available in a number of languages. If you speak (and write) another language and are keen to help with translating sections of the Wiki, please contact us.

Funding Support

Delivering these important activities is reliant on the Emergency 2.0 Wiki receiving funding support. As a not for profit in the start up phase, run entirely by volunteers, the Wiki requires funding to enable us to continue to provide and develop this free resource for all.

To date, our activities have been very limited as we had not been in a position to fundraise while awaiting endorsement from the Australian Taxation Office as a deductible gift recipient (DRG). We recently received that endorsement and can now actively seek grant funding, corporate donations and ‘crowdsource’ funding and we aim to soon launch a donation page to enable people to make a welcome contribution (of any amount) to help us keep delivering and developing this vital free global resource for all. In the meantime, if you’d like to discuss ideas for funding support, we please contact us.

Thank You!

In closing, we’d like to thank you for being a part of the Emergency 2.0 Wiki community and we look forward to working with you in building Emergency 2.0 resilient communities around the globe in 2013. Please checkout How to Help for all the different ways you can participate. We’d love your feedback and ideas, so please join the discussion on the Wiki LinkedIn Group, share your ideas in the comments below, or contact us directly.


Eileen Culleton, Founder & CEO (Voluntary)

Utilising social media to build resilience to emergencies

The Emergency 2.0 Wiki presented at the Gov 2.0 Conference 2012 in Canberra, Australia, this week on how government agencies can utilise social media to build resilience to emergencies.

Our participation in this conference supports our vision “to help build resilient communities, empowered with the knowledge to use social media in emergency communications”.

Gov 2.0 is an annual conference bringing together innovators from government and the private sector to highlight technologies and ideas that can be applied to the challenges of achieving an open, transparent and consultative form of government.

Our presentation shared how government agencies can become ‘Emergency 2.0 Ready’ by:

  • Using social media to help your agency, employees and customers better prepare for, respond to and recover from emergencies
  • Empowering employees with the knowledge of how to use social media in emergencies
  • Using social media channels for emergency communication, monitoring and business continuity
  • Identifying emergency apps, maps, tools, tips and guidelines

Checkout the presentation and please share it with others. We’d also love to hear what you think!



Eileen Culleton, Founder & CEO (Voluntary role)

Introducing our first Guest Tweeter!

Patrice Cloutier

We are pleased to announce that our first Guest Tweeter for @emergency20wiki, Patrice Cloutier, will start tweeting for us this week!

This is a new initiative in which we will be inviting leaders in social media and emergency communications from around the world to Guest Tweet for a month. This will provide our wiki community with increased exposure to the latest news and developments in the field from different global perspectives.

Patrice Cloutier, from Ontario, Canada, is respected internationally as a leader in social media and emergency communications and his two blogs, crisis comms command post and Crisis & Emergency Communications on PTSC-Online provide valuable insights to this field. Patrice also leads the Wiki Emergency Response Reference Group.

Patrice describes himself as:

  • an interested observer of social media’s role in emergency management and crisis communications
  • avid blogger
  • civil servant in Ontario, Canada
  • former journalist

We look forward to his tweets!

PS. You can also follow him on Twitter on @patricecloutier.



Eileen Culleton, Founder & CEO (Voluntary role)

Mid year update – creating Emergency 2.0 Ready Communities

Philippe Borremans, Emergency 2.0 Wiki Reference Group member, showcased the Wiki and shared the ‘Emergency 2.0 Ready Communities’ message at the World Communication Forum Communication on Top, in Davos, Switzerland. Photo via Picasa Com on Top 2012

We started this year with a big agenda, and as we’ve reached the mid year mark, we thought it was important to share what we’ve achieved so far, together, in helping to create Emergency 2.0 Ready Communities in 2012. We also thought we’d take the opportunity to share how we aim to meet some of the challenges ahead and invite your input and ideas…

Education and Training

We presented at industry conferences, seminars and workshops on how all industry sectors and the community can use social media and new technology in emergency prevention, preparation, response and recovery. These included:

China Emergency Management Delegation visit to Australia, hosted by AXCEN

The business continuity community in Brisbane, Australia, gained practical tips on “Becoming Emergency 2.0 Ready – using social media for business continuity”  at a June Continuity Forum presentation by Eileen Culleton, Emergency 2.0 Wiki CEO (voluntary). Photo courtesy Ashleigh Scott, Continuity Forum.

We presented at Queensland, Australia’s first GovCamp, an ‘unconference’ facilitated by Gov2qld, designed for idea sharing and collaboration among people from government and people interested in government. Attendees to the Emergency 2.0 Wiki presentation learnt how to use the wiki to help themselves, their agency, employees and community become Emergency 2.0 Ready. Photo courtesy Matt Murray via Flickr

We showcased the Emergency 2.0 Wiki to the China Emergency Management Delegation during their March visit to Australia and shared how social media can be utilised to build resilience and help communities better prevent, prepare for, respond to and recover from emergencies. Image courtesy of host, AXCEN

We’re also confirmed to present to the government sector at Gov 2.0 Conference 2012 in Canberra, Australia, on 24 October on “Utilising social media to build resilience to emergencies”.

In the later half of the year we aim to meet the accelerating demand for capacity building in communities by providing “Emergency 2.0 Ready Train the Trainer” sessions for organisations such as professional industry associations, councils and service clubs. If you are interested in these sessions, please contact us.


We have formed an alliance with the Risk Management Institution of Australasia (RMIA), Australasia who will lead the Wiki Risk and Mitigation Reference Group. This will include facilitating content development and peer review of the risk management content of the Wiki. A guest blog from the RMIA will appear soon.

We have also formed a knowledge sharing/networking alliance with Partnerships Towards Safter Communities (PTSC Online), Canada to share information on best practices for using social media to support emergency management.

We’re in discussions with a number of key organisations/groups from across the globe and from a broad range of industry sectors (humanitarian aid, health, community, ICT and government) and hope to announce more alliances soon. For more information checkout our Alliances page.

Community Engagement

Utilising Twitter, we undertook community engagement, awareness and education activities to promote the use of social media and new technology for building community resilience including:

Anniversary of the Japan earthquake and tsunami

We encouraged the public to load emergency apps on their mobile phones as part of their emergency preparation and provided links to the Wiki Apps page for earthquake and tsunami alerts

Digital Volunteering

We raised awareness of the importance of digital volunteering

Support during emergencies

During the floods that inundated Australia in March we encouraged the public to help others by sharing emergency information via social media

And during the tornados that struck the US in March we retweeted @HumanityRoad‘s tip on saving power on your cell phone. For more tips checkout the Wiki.

Business Continuity Awareness Week #BCAW

During BCAW (19-23 March) we ran a Twitter campaign sharing tips on how organisations can use social media for business continuity and links to business continuity content on the Wiki. We also shared tips with Business Continuity groups on LinkedIn.

We celebrated our 1st Twitter Birthday!

Guest Tweeters

We will be inviting leaders in social media and emergency communications from around the world to Guest Tweet for the Emergency 2.0 Wiki. This will provide our wiki community with increased exposure to the latest news and developments in the field from different global perspectives. We are pleased to announce that our first Guest Tweeter will be Patrice Cloutier, respected globally as a leader in this field. Patrice also leads the Wiki Emergency Response Reference Group and you can follow him on @patricecloutier. Watch this space for an announcement on when he will officially start tweeting for us…


Our Emergency 2.0 Wiki LinkedIn group members shared news, links, resources and tips on how emergency agencies, NGOs, government agencies, schools, business, the media and the public can utilise social media to better prepare for, respond to and recover from emergencies. There was also valuable discussion and lively debate on ‘hot topics’.  If you haven’t joined the group yet, please do; all are welcome.

PulsePoint App (iPhone) empowers everyday citizens to provide life-saving assistance to victims of emergencies

Technology Innovation

As new emergency apps were released we added them to the Wiki Apps page and promoted them via Twitter and our LinkedIn Group. The identification of new apps was greatly aided by Wiki Emergency Preparation Reference Group member Kim Stephens through her iDisaster 2.0 Blog and Wiki community member John McCubbin sharing his Delicious links.

New countries join the Emergency 2.0 Wiki Community

In the past few months we have welcomed new members to our Twitter and LinkedIn communities from the following regions:

  • Europe: Russia, Estonia, Bulgaria, Denmark, Switzerland, Greece, Turkey
  • Latin America: Guatemala, Brazil
  • Middle East : United Arab Emirates, Qatar
  • Pacific: Vanuatu
  • Asia: Singapore, India, Japan

Accessibility Reference Group – Call for expression of interest

We are establishing a Wiki Accessibility Reference Group to collaborate and share tips and resources for using social media to help our most vulnerable – people with a disability – better prepare for, respond to and recover from emergencies.  Accessibility specialist Richard Corby is leading the establishment of the Reference Group, so if you are interested in participating, please email

Funding Support

As a not for profit in the ‘startup phase’, run entirely by volunteers, the Emergency 2.0 Wiki requires funding support to enable us to continue to provide and develop this free resource for all and to respond to the accelerating demand globally for our education and community engagement activities to help capacity build our communities.  We are developing our fundraising strategy and are working to secure support and funding from a range of sources such as:

  • Pro Bono Partnerships – we are extremely grateful that Bentleys have recently generously come on board as our auditors. We are still seeking pro bono partnerships for accounting services, web and graphic design and other services.
  • Grant funding – we will be seeking grant funding and are looking for partners to join us to co-deliver programs.
  • Donations – we will soon establish a donation page to enable people to directly support the Wiki.

If you would like to help with any of the above, please checkout How to Help.

Thank You!

In closing, we’d like to thank you for being a part of the Emergency 2.0 Wiki community and for your support so far this year in helping to create Emergency 2.0 Ready communities in 2012. If you would like to get involved checkout How to Help for all the different ways you can participate. As always, we’d love your feedback and ideas, so please contact us.

From the founding directors (voluntary): Eileen Culleton (CEO), David Eade and Denver Gibson.