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Innovative Uses of Social Media in Emergency Management September 2013 System Assessment and Validation for Emergency Responders (SAVER) Innovative Uses of Social Media in Emergency Management September 2013 Prepared by Space and Naval Warfare Systems Center Atlantic Approved for public release; distribution is unlimited. The Innovative Uses of Social Media in Emergency Management report was funded under Interagency Agreement No. HSHQDC-07-X-00467 from the U.S. Department of Homeland Security, Science and Technology Directorate. The views and opinions of authors expressed herein do not necessarily reflect those of the U.S. Government. Reference herein to any specific commercial products, processes, or services by trade name, trademark, manufacturer, or otherwise does not necessarily constitute or imply its endorsement, recommendation, or favoring by the U.S. Government. The information and statements contained herein shall not be used for the purposes of advertising, nor to imply the endorsement or recommendation of the U.S. Government. With respect to documentation contained herein, neither the U.S. Government nor any of its employees make any warranty, express or implied, including but not limited to the warranties of merchantability and fitness for a particular purpose. Further, neither the U.S. Government nor any of its employees assume any legal liability or responsibility for the accuracy, completeness, or usefulness of any information, apparatus, product, or process disclosed; nor do they represent that its use would not infringe privately owned rights. Cover images are courtesy of Federal Emergency Management Agency (FEMA) News Photos. Approved for public release; distribution is unlimited. FOREWORD The U.S. Department of Homeland Security (DHS) established the System Assessment and Validation for Emergency Responders (SAVER) Program to assist emergency responders making procurement decisions. Located within the Science and Technology Directorate (S&T) of DHS, the SAVER Program conducts objective assessments and validations on commercial equipment and systems and provides those results along with other relevant equipment information to the emergency response community in an operationally useful form. SAVER provides information on equipment that falls within the categories listed in the DHS Authorized Equipment List (AEL). The SAVER Program mission includes: Conducting impartial, practitioner-relevant, operationally oriented assessments and validations of emergency responder equipment; and Providing information, in the form of knowledge products, that enables decision-makers and responders to better select, procure, use, and maintain emergency responder equipment. Information provided by the SAVER Program will be shared nationally with the responder community, providing a life- and cost-saving asset to DHS, as well as to Federal, state, and local responders. The SAVER Program is supported by a network of Technical Agents who perform assessment and validation activities. Further, SAVER focuses primarily on two main questions for the emergency responder community: “What equipment is available?” and “How does it perform?” As a SAVER Program Technical Agent, the Space and Naval Warfare Systems Center (SPAWARSYSCEN) Atlantic has been tasked to provide expertise and analysis on key subject areas, including communications, sensors, security, weapon detection, and surveillance, among others. In support of this tasking, SPAWARSYSCEN Atlantic conducted research on innovative uses of social media in emergency management. Social media falls under AEL reference number 04AP-09-ALRT Systems, Public Notification and Warning. Visit the SAVER section of the Responder Knowledge Base (RKB) website at https://www.rkb.us/saver for more information on the SAVER Program or to view additional reports on social media or other technologies. i POINTS OF CONTACT SAVER Program U.S. Department of Homeland Security Science and Technology Directorate OTE Stop 0215 245 Murray Lane Washington, DC 20528-0215 E-mail: [email protected] Website: https://www.rkb.us/saver Space and Naval Warfare Systems Center Atlantic Advanced Technology and Assessments Branch P.O. Box 190022 North Charleston, SC 29419-9022 E-mail: [email protected] ii TABLE OF CONTENTS Foreword..................................................................................................................................... i Points of Contact ........................................................................................................................ ii 1. Introduction ...........................................................................................................................1 1.1 Literature Review ..........................................................................................................1 1.2 Case Study Criteria and Selection ..................................................................................2 2. Social Media Overview .........................................................................................................2 3. Social Media Implementation ................................................................................................4 4. Case Studies of Innovative Uses of Social Media ..................................................................5 4.1 City of New Orleans, Hurricane Isaac 2012 ...................................................................6 4.2 Country Fire Authority in Victoria, Australia, 2009 Bushfires........................................7 4.3 Port-au-Prince, Haiti, 2010 Earthquake ..........................................................................8 4.4 Christchurch, New Zealand, 2011 Earthquake ................................................................8 4.5 Northern Virginia, 2011 Earthquake ..............................................................................9 4.6 Queensland Police Service, Victoria, Australia, 2010-2011 Flooding ........................... 10 4.7 Colorado On-Site Visits ............................................................................................... 11 4.7.1 Colorado Division of Homeland Security and Emergency Management ............ 11 4.7.2 Jefferson County Sheriff’s Office ...................................................................... 12 4.7.3 Colorado National Guard .................................................................................. 14 4.8 Fairfax County Virginia Office of Emergency Management ........................................ 14 4.9 American Red Cross .................................................................................................... 17 5. Summary ............................................................................................................................. 18 Appendix A. Product Information ....................................................................................... A-1 LIST OF TABLES Table 3-1. Social Media Implementation Methods ......................................................................4 Table 4-1. Outreach Metrics ..................................................................................................... 12 LIST OF FIGURES Figure 4-1. CFA News & Media Screenshot ...............................................................................7 Figure 4-2. Haiti Earthquake Crisis Maps ...................................................................................8 Figure 4-3. Christchurch Recovery Map .....................................................................................9 iii Innovative Uses of Social Media in Emergency Management 1. INTRODUCTION Information sharing between public safety organizations and communities is critical in emergency situations, especially large-scale events such as floods, earthquakes, and hurricanes. In recent years, according to the U.S. Department of Homeland Security (DHS), “Social media and collaborative technologies have become critical components of emergency preparedness, response, and recovery.” 1 Through the use of social media, members of the public who witness incidents can provide public safety organizations with timely, geographic-based information. This information can be used by decision-makers in planning response strategies, deploying resources in the field, and, in turn, providing updated and accurate information to the public. Social media can provide public safety organizations with improved abilities to: Engage in ongoing collaborative communications with community members and better prepare them for emergencies; and Gather, analyze, and act on real-time emergency information provided directly by social media users within the community. Established social media networks are in widespread use and allow for the dissemination of data-rich, contextual multimedia including narrative, photos, and videos. Therefore, by incorporating social media into their communications strategies, public safety organizations can leverage the power of these popular information-sharing technologies to enhance their efforts through all phases of an emergency. The purpose of this report is to provide an overview of current and innovative social media strategies used by public safety organizations to engage interactively with the public during all phases of emergency situations. The information presented here was obtained from an Internet-based literature review and case study interviews conducted on-site and by telephone. 1.1 Literature Review A literature review was conducted in order to identify source material describing methods for
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