SOCIAL MEDIA IN THE COMMUNICATIONS CENTRE

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1 SOCIAL MEDIA IN THE COMMUNICATIONS CENTRE Karen Gordon Gordon Strategy v 1

2 WHAT WE ARE GOING TO TALK ABOUT TODAY T h e s o c i a l m e d i a i n c i d e n t W h a t c a n h a p p e n H o w d o y o u k n o w W h a t t o d o W h e n c a n ( a n d w h e n s h o u l d ) t h e e m p l o y e r g e t i n v o l v e d? THE INCIDENT W h a t f i r e c h i e f s s e e a s a n i n c i d e n t : 2

3 WHAT I SEE AS AN INCIDENT WHAT I SEE AS AN INCIDENT 3

4 WHAT CAN HAPPEN C o n t i n u e d m e d i a c o v e r a g e S o c i a l m e d i a c a m p a i g n s S u p p o r t o f e l e c t e d o f f i c i a l s c a n v a r y I n c i d e n t g e t s i n t e r n a t i o n a l a t t e n t i o n I n c i d e n t g e t s i n c r e a s e d p o l i t i c a l a t t e n t i o n In-depth c o v e r a g e o f i n c i d e n t / t o p i c HOW WILL I KNOW U N D E R S TA N D W h a t i s T w i t t e r, F a c e b o o k, T i n d e r, I n s t a g r a m H o w d o e s i t w o r k W h a t i s t h e r e a c h M O N I T O R S o c i a l m e d i a r u n b y S e r v i c e v s m u n i c i p a l i t y S c r e e n s a v e e v e r y t h i n g Q U I C K L Y P O L I C Y W h a t i s y o u r p o l i c y? T r a i n y o u r s t a f f 4

5 WHAT TO DO A s s e s s M o n i t o r P l a n S i g n o f f TOOLS GOOGLE REVERSE IMAGE SEARCH 5

6 TOOLS ALL MY TWEETS TOOLS THE WAYBACK MACHINE 6

7 WHAT TO DO A S S E M B L E A T E A M : D e c i s i o n m a k e r O p e r a t i o n s H u m a n R e s o u r c e s C o m m u n i c a t i o n s L e g a l C o u n s e l Te c h i e / s o m e o n e w h o u n d e r s t a n d s s o c i a l m e d i a WHAT TO DO D E T E R M I N E T H E S P O K E S P E R S O N O n l y o n e s p o k e s p e r s o n D e t e r m i n e d b a s e d o n s e v e r i t y o f t h e i n c i d e n t U s e d f o r a l l c o m m u n i c a t i o n s M e d i a t r a i n i n g / s p o k e s p e r s o n t r a i n i n g 7

8 WHAT TO DO W H AT T O S AY W h a t C A N w e s a y? W h a t d o w e h a v e t o s a y? W h a t d o w e w a n t t o s a y? W h a t d o w e k n o w? W h a t d o w e N O T k n o w? W h a t i s o u r s t o r y? WHAT TO DO W H O T O S AY I T T O S t a f f P u b l i c M a y o r / C o u n c i l A g g r i e v e d p a r t i e s G o v e r n m e n t R e g u l a t o r s A s s o c i a t i o n / U n i o n 8

9 THE BIG QUESTION L E AV E I T U P o r TA K E I T D O W N? CHIEF OF POLICE - VICTORIA 9

10 TORONTO FIREFIGHTERS What is Social Media? S o c i a l m e d i a r e f e r s t o i n t e r a c t i o n a m o n g p e o p l e i n w h i c h t h e y c r e a t e, s h a r e, a n d / o r e x c h a n g e i n f o r m a t i o n a n d i d e a s i n v i r t u a l c o m m u n i t i e s a n d n e t w o r k s. W h y d o e s i t m a t t e r? 10

11 Why Social Media Matters CAN'T IGNORE IT, EVEN IF YOU WANT TO T W I T T E R : m i l l i o n a c t i v e u s e r s 1 m i l l i o n n e w a c c o u n t s e v e r y 2 4 h o u r s m i l l i o n t w e e t s p e r d a y F A C E B O O K : 1 i n e v e r y 1 3 p e o p l e o n e a r t h i s o n F a c e b o o k S e c o n d b i g g e s t w e b s i t e b y t r a f f i c a f t e r G o o g l e 1. 9 m i l l i o n s t a t u s u p d a t e s e v e r y 2 0 m i n u t e s 11

12 Blogs A p l a t f o r m f o r c a s u a l d i a l o g u e a n d d i s c u s s i o n o n a s p e c i f i c t o p i c o r o p i n i o n Facebook T h e w o r l d s l a r g e s t s o c i a l n e t w o r k, w i t h m o r e t h a n b i l l i o n p e o p l e u s i n g t h e s i t e ( a s o f t h e s e c o n d q u a r t e r o f ). U s e r s c r e a t e a p e r s o n a l p r o f i l e, add other users as friends and exchange messages, i n c l u d i n g s t a t u s u p d a t e s. B r a n d s c r e a t e p a g e s a n d F a c e b o o k u s e r s c a n l i k e b r a n d s p a g e s. 12

13 YouTube Usage Yo u T u b e h a s m o r e t h a n 1 b i l l i o n u s e r s E v e r y d a y p e o p l e w a t c h h u n d r e d s o f m i l l i o n s o f h o u r s o n Yo u T u b e a n d g e n e r a t e b i l l i o n s o f v i e w s T h e n u m b e r o f h o u r s p e o p l e a r e w a t c h i n g o n Yo u T u b e e a c h m o n t h i s u p 5 0 % y e a r o v e r y e a r 300 hours of video are uploaded to YouTube every m i n u t e 6 0 % o f a c r e a t o r s v i e w s c o m e s f r o m o u t s i d e t h e i r h o m e c o u n t r y Yo u T u b e i s l o c a l i z e d i n 7 5 c o u n t r i e s a n d a v a i l a b l e i n 6 1 l a n g u a g e s Twitter Stats To t a l N u m b e r o f T w i t t e r R e g i s t e r e d U s e r s : A b o u t a b i l l i o n H o w m a n y p e o p l e u s e T w i t t e r : m i l l i o n m o n t h l y a c t i v e u s e r s D a i l y A c t i v e T w i t t e r U s e r s : m i l l i o n A v e r a g e N u m b e r o f F o l l o w e r s p e r T w i t t e r U s e r : 208 N u m b e r o f T w i t t e r a c c o u n t s t h a t h a v e e v e r s e n t a t w e e t : m i l l i o n P e r c e n t a g e o f T w i t t e r u s e r s t h a t c r e a t e d a n a c c o u n t a n d n e v e r s e n t a t w e e t : 44% 13

14 Twitter A s o c i a l n e t w o r k i n g / m i c r o - b l o g g i n g p l a t f o r m t h a t a l l o w s g r o u p a n d i n d i v i d u a l s t o s t a y c o n n e c t e d t h r o u g h t h e e x c h a n g e o f s h o r t s t a t u s m e s s a g e s ( c h a r a c t e r l i m i t ). Twitter in the Fire Service 14

15 Twitter in the Fire Service How to Tweet 15

16 Why You Need It R e s e a r c h W h a t a r e p e o p l e / m e m b e r s s a y i n g? N e w o p p o r t u n i t i e s M i t i g a t e n e g a t i v e p u b l i c i t y E n g a g e m e n t B u i l d i n g b r a n d l o y a l t y a n d r e l a t i o n s h i p s E n c o u r a g e l o y a l t y G a i n p u b l i c i t y The Pitfalls N e x t o f k i n P r i v a c y I n a p p r o p r i a t e c o n t e n t 16

17 What would Fire Chief Vince do? G r a n d F a l l s - W i n d s o r F i r e C h i e f V i n c e M a c K e n z i e i s a b i g f a n o f s o c i a l m e d i a a n d u s e s i t d a i l y t o g e t p e r t i n e n t, s o m e t i m e s l i f e - s a v i n g i n f o r m a t i o n o u t t o t h e p u b l i c. F o l l o w h i m a t # F i r e c h i e f V i n c e o n T w i t t e r. - P h o t o b y A n d r e a G u n n / T h e A d v e r t i s e r What would Fire Chief Vince do? F i r e C h i e f V i n c e s R u l e s o f T w i t t e r o r t h i n g s t o t h i n k a b o u t b e f o r e y o u h i t t w e e t W i l l t h i s e d u c a t e t h e p u b l i c? W i l l t h i s i n c r e a s e t h e p r o f i l e o f t h e E N T I R E d e p a r t m e n t? I s t h i s n e w s w o r t h y? C h i e f V i n c e s o t h e r c o n s i d e r a t i o n s T h e C h i e f i s t h e o f f i c i a l T w i t t e r v o i c e o f t h e D e p a r t m e n t - f i r e f i g h t e r s, s t a f f, e t c a r e w e l c o m e d / e n c o u r a g e d t o r e T w e e t. E V E R Y O N E c a n a n d s h o u l d T w e e t p r e v e n t i o n m e s s a g e s. Yo u n e v e r w a n t t h e n e x t o f k i n t o s e e t h e n e w s v i a s o c i a l m e d i a. W h e r e t h e r e a r e c r i t i c a l i n j u r i e s o r w o r s e F i r e C h i e f V i n c e i s v e r y c a r e f u l w i t h h i T w e e t s. W h e r e t h e r e a r e m i n o r o r n o i n j u r i e s, F i r e C h i e f V i n c e T w e e t s t h a t i n f o r m a t i o n. 17

18 Know Your Policies Have a Plan W h a t i s y o u r P l a n? H o w t o m a n a g e i t? W h a t a r e t h e r i s k s a n d t h e b e n e f i t s? v 18

19 Have a Plan M a d e f o r C o m m u n i c a t i o n s S u c c e s s M o n i t o r : L i s t e n t o a u d i e n c e, c o m p e t i t o r s, n e w s, e t c. A n a l y z e : I s s u e s, t r e n d s a n d s t r a t e g i e s. D i s c o v e r : O p p o r t u n i t i e s a n d m a n a g e r i s k. E n g a g e : W i t h i n f l u e n t i a l p u b l i c s a n d s t a k e h o l d e r s. London Fire Brigade 19

20 When it Goes Bad v QUESTIONS? K a r e n G o r d o n G o r d o n S t r a t e g y k a r e g o r d o n s t r a t e g y. c a

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