Social Media & Crisis Management can be BFF's
With SE Queensland and Northern Rivers NSW continuing to face challenges in the aftermath of Tropical Cyclone Alfred, emergency services and executive committees across the region are rolling out detailed and effective emergency disaster management plans. Emergency services organisations are the visible response teams; delivering advice, deploying teams of volunteers and trained emergency personnel, and organising evacuation centres.
But crisis management and response is also carried out simultaneously in community organisations across the healthcare, education, transport, and critical services sectors. Not as visible to the general public, but every bit as crucial to ensuring the best possible outcomes for impacted communities.
Teams of hospital specialists and management gather to revise elective surgery lists, arrange for alternative accommodation to ensure the availability of key onsite staff, discuss access to critical backup energy sources and water supplies, and communicate key messages to the community. In schools, teaching executives implement school closures, galvanise teams to pivot to online teaching, and ensure the safety of all students and staff.
How do we show our appreciation for these less visible, yet equally important, members of our community?
Online communities enter the chat!
Social media and its pals unquestionably have a certain reputation that’s not entirely favourable. But often, in the face of genuine disaster, online platforms come into their own and demonstrate the connectivity and support they can provide to a community facing disaster.
The positives of online communities in times of need are well publicised. The question, though, is how to foster that sense of positivity, connectivity and support if you are the face of an organisation which connects communities? Schools, hospitals, critical retail, universities, transport, emergency services?
Some simple approaches can help to build a more positive online environment during a crisis:
FREQUENCY OF POSTS: Post frequently and reassuringly. The more educated and informed the community feels, the greater the feeling of gratitude and appreciation which in turn creates a sense of inclusivity and support.
CLARITY OF POSTS: However, make those frequent posts RELEVANT, CONCISE and DIRECT. Avoid unnecessary waffle, state facts only, cite the source of those facts, avoid hyperbole! Less confusion equals less frustration when the community comes to providing comments or feedback.
IMAGES WITH POSTS: The good old ‘pic for attention’! But, it’s true. Visuals help All. The. Time. They get the message across, they get the attention of the mindless scroller (ahem… yes, that might be speaking from personal experience!). Images can also be uplifting, reassuring, and sometimes lighten the mood.
Post frequently, clearly, and visually to keep it positive in times of crisis!