A new American Red Cross survey out yesterday shows many web users would turn to social media to seek help for themselves or others during emergencies—and they expect first responders to be listening. The online survey asked 1,058 adults about their use of social media sites in emergency situations. Results showed that 69 percent believe that emergency responders should be monitoring social media sites in order to quickly send help—and nearly half said a response agency is probably already responding to any urgent request they might see. Also, the survey respondents expected quick response to an online appeal for help—74 percent expected help to come less than an hour after their tweet or Facebook post.
As I read the survey, I couldn’t help but wonder if these expectations are mirrored in Boynton Beach. The survey comes at a time when the City is working to ensure that its emergency operations are both Homeland Security and Federal Emergency Management Agency compliant.
Earlier this week, I received the standard operating procedures guidelines for the Public Information Officer during an emergency for review. They were very complete and very thorough … with the exception of social media. I pointed this out to the Emergency Operations Center manager and sent a copy of the survey to her.
When I say social media, I mean Internet media that people have the ability to interact with in some way. Some people have gone further and specifically define social media as tools designed for the interaction of three or more people. I think social media is especially effective in government because it helps to facilitate two-way communication and transparency and allows government to reach out to people who don’t receive their news from traditional sources.
But to rely on social media to seek help during an emergency, I don’t know about that? Even Red Cross president and CEO Gail McGovern says, “The first and best choice for anyone in an emergency situation is to call 9-1-1. But,” she continues, “when phone lines are down or the 9-1-1 system is overwhelmed, we know that people will be persistent in their quest for help and use social media for that purpose.”
Boynton Beach was the first city in Palm Beach County to adopt social media for municipal government. Its use has been recognized as a “Best Practice” by the prestigious Fels Institute of Government at the University of Pennsylvania and the Learning Resources Network. The City’s social media policy has been requested by governmental and other agencies throughout the country.
Ironically, my thought in establishing the City’s presence on Twitter was to use it as another tool for communication during an emergency. I didn’t think of it in terms of receiving calls for help, though, but more as a nice addition to the City’s website, television and other communications tools that has the ability to be updated instantaneously, on the fly, from almost anywhere with an Internet connection.
While the City will use its social media tools during an emergency, the Red Cross survey has given us pause – indeed, I think, all emergency planners – to reevaluate the place of social media in emergency response. My question to you is: Would you turn to social media to summon help during an emergency? We’d like to know what you would do. Please feel free to leave your comments.
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