Using ICT & Social Media in Disasters: Opportunities & Risks for Government

When a crisis is unfolding, people no longer wait for an official statement from government actors; rather they turn to the news media, they go to Twitter or Facebook, they log onto forums and blogs, etc., because they expect information and they can get it quickly from various sources. In such a dynamic information environment, if a government lacks a policy on how to use social media, particularly in crisis situations (meaning it does not act, or act appropriately), then it may face a loss of credibility and struggle with the management of a crisis. To get ahead of this curve, debating the risks and opportunities of using social media is a critical first step to building a sound social media policy and identifying certain engagement guidelines. This report examines four different issue areas to analyze how social media is used in the context of risk and crisis communication. These areas include: public safety and preparedness; emergency warnings, alerts and requests for assistance; recovery efforts; and, finally, monitoring and situational awareness. In the context of each of these areas, we highlight the key literature and real-life examples to explore the risks vs. opportunities in the utility of social media. These four areas capture the role of engagement and strategy in both the risk and crisis space.