Activating Emergency Management Plan

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The Social Imperatives in Emergency Response

Recent events around the globe have clearly illustrated that time is a luxury first responders and emergency management organizations can no longer afford. In a world where social media tells the story, any operational response must be accompanied by a crisis communications approach. Organizations have to do four things when am incident occurs:



3.Monitor and analyze social and legacy media

4.Communicate and engage with all your audiences


1. Remember your response will be under scrutiny

2. The perception of your response by the public is key to its success

Warning and Alerting

1. Use an "all hazards/all audiences/all channels approach

2. Ensure you have the ability to reach people via their mobile devices

3. Reach your audience where they are: on social networks

4. Use the right tone and vocabulary to ensure the appropriate behaviour is adopted by your audiences

Monitoring and Analysis

1. Monitor the right social networks

2. Ensure you have the ability to transition from routine monitoring to crisis monitoring

3. Ensure your ability to filter, verify and analyse the information coming from social networks and other channels (SMS text messages, emails, phone calls, etc.)

4. Ensure you have an established channel to make valuable operational intelligence flow to the appropriate EOC section and command.

5. Ensure you have the ability to visualize the information and intelligence you have gathered via your monitoring efforts.

6. Bring any contentious comments or emerging issues to the attention of command and/or the lead Public Information Officer

Communicating and engaging

1. Ensure you have the ability to keep providing updated incident information soon after the initial warning or alert

2. Ensure you communicate and engage on the social platforms used by your audiences

3. Identify and engage with key influencers (bloggers, social media users and journalists)

4. Ensure your website has redundant servers to ensure continuity of service

5. Use Facebook to mirror the information available on your website should it fail.


References and Links

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