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No complaining-offer solutions-Safety-PIO-SM-14-008
| 14-008: No complaining – offer solutions | |
| Agency: Long Beach Fire | Topic(s): Public Perception and Solutions |
| Date: Fall 2014 | Platform: Twitter |
Complaining or venting on social media is fairly common. However, as an official agency, public displays of affliction does not portray the best image. Long Beach Fire expressed some displeasure on Twitter when discussing the their pilot program.
After reading this tweet, the public’s perception is that if 9-1-1 is called, no ambulances will respond. This is irresponsible and wrong. (Almost all emergency services have mutual aid agreements or memorandum of understandings in place.)
Positioning your agency as a fear mongerer or the Harbinger of Evil will only further distance yourself from people who would be willing to help your cause. Inform them of dangers, but more importantly, engage them publically on social.
If there is internal displeasure with the new staffing models, be proactive and offer transparent solutions in the tweet. Cite websites that provide industry information. Publically share statistical data that supports changes with current programs. These online tactics will help direct and educate the general public on how to be better informed on other program and possible other options yet unexplored.
Additionally you can rally your constituents behind better initiatives by engaging with them publically via social media. It demonstrates that your department’s community involvement is a key part of a better solution.
As an official account, Twitter’s 140-character limit is really no place to moan/groan.
A more effective tweet could have read:
| LBFD resources are maxed out. #Firefighters cannot provide adequate #Paramedic service to our communities. Help us find a solution <insert link here> |
By phrasing it this way:
- You identify that resources are…well…maxed out.
- You use hashtags (#Firefighters and #Paramedic) that will help increase visibility in your tweets.
- You stress the importance of providing dedicated service to your community.
- You provide a traceable/measureable link that informs and helps bring visibility to this critical situation.
Time is valuable, so tweet good stuff.
***To download this as a single-page printable format, click this file:
Abiding by trusted published safety information
Hope everyone is abiding by some of the trusted published safety information on Ebola.
Please use common sense peeps!
Lots of dedicated PIO peeps working the magic tonight.
Your image on social by monitoring your name Safety-PIO-SM-14-007
| 14-007: Your image on social by monitoring your name | |
| Agency: Lakewood Fire | Topic(s): Monitoring your name/branding |
| Date: Fall 2014 | Platform: Twitter |
Monitoring your namesake has been debated for years. But with decreased staffing and less time to do more with less, many agencies are bypassing this critical piece of community relations and image/branding. A good example is when a citizen commented on Lakewood Fire’s SUV parking.
Everyone has a camera these days. We use them not only to capture memories and precious moments, but also for documentation and shaming. I believe Todd was going for the public safety shaming factor here. I am unsure on the previous relationship between Todd and Lakewood, but there was never a response on Twitter back to Todd. Truth be told, these days, unanswered public questions are sometimes perceived as a government agency cover-ups/issues. Similar to the “No comment” – a non-response might even be worse.
How do you monitor your agency’s name or any derivatives? Try these free services: Google Alerts, search columns in TweetDeck or Hootsuite, or frequent basic vanity searches on any search engine or social media platforms.
While Todd’s use of hashtags is fairly standard social media malarkey, a swift response with a timely and direct reply to Todd’s tweet would help stop the perception that LFD is breaking the law or even setting a bad example. Remember, social media is about digital interaction.
The response could also be a teaching point so share with your audience some insight into your normal operations with a simple message on Fire Prevention activities – like hydrant testing. And using the hashtag #FirePrevention pulls up thousands of tweets about educating the public specifically in fire safety.
An effective @reply response to Todd’s tweet could have read:
| @stwrs1974 During an emergency, it’s tough to find safe parking. FYI-we also check/flush hydrants twice a year too #FirePrevention |
By phrasing it this way:
- You immediately address the issue directly with the citizen citing the issue.
- You provide insight into scene safety during an emergency.
- You call attention to your normal operations (in this case-hydrant flushing).
- You use the hashtag #FirePrevention to call attention to…well…Fire Prevention.
- You show the general public you care about your image and want to get the story right.
Time is valuable, so tweet good stuff.
***To download this as a single-page printable format, click this file:
YourImageOnSocialByMonitoringYourName-Safety-PIO-SM-14-007
Alohas to the new Putnam County (Ohio) PIOs!
Fun day at the 2014 PIO Symposium
Had a great time on Friday at the Ohio PIO Symposium in Columbus.
Special thanks to all the PIOs from various disciplines in attending.
What did I learn? I posted my takeaways on Friday to twitter (@rusnivek). Hope you can pick up a few tips too.
I am confident that the more we work together, we will be able to function as a cohesive team.
Technical jargon and giving actionable information Safety-PIO-SM-14-006
| 14-006: Technical jargon and giving actionable information | |
| Agency: Chicago Fire Department | Topic(s): Industry codes / Actionable info |
| Date: Fall 2014 | Platform: Twitter |
Industry speak or technical jargon is part of what we do every day. But using technical terms on a social media platform will be confusing to those who are NOT in the fire service. That’s what the Chicago Fire Department did yesterday at their big 3-alarm fire when they tweeted technical jargon.
The use of technical jargon is rampant in emergency services but when speaking to the media or the general public, we need to remember that everyone did not grow up with a VOX alarm or SCU tones. In this case, a “311” or 3-11 alarm means that there are 11 engines, 5 Trucks, 2 Tower Ladders, 6 Battalion Chiefs, 1 Rescue Squad, 2 Ambulances, 2 Paramedic Chiefs, Deputy District Chief, Deputy Fire Commissioner, and the 1st Deputy Fire Commissioner are onscene. There is no way to include all that information in a tweet, but using more simple terms will help your audience understand the scale of your ongoing incident.
Before you post images, make sure your pictures are rotated correctly. I know accuracy is sometimes overlooked in lieu of speed, but it takes less than 5 seconds to orientate/rotate a picture (In this case, it was going to be a long operation). And note, by just rotating a picture does not equate that you are “doctoring up” photos. But a correctly posted photo will help media repost and format your information quicker to the masses.
During an emergency situation, your constituents need the information pushes to be actionable and specific to your audience. Not only inform them of the danger, but tell them what they can do about it.
A more effective tweet could have read:
| Chicago Fire: Large 3-alarm fire at Harrison St x Fifth Ave. Traffic delays-avoid the area. (insert two pictures) |
By phrasing it this way:
- You cite the authority having jurisdiction and established incident command presence.
- You generally described the size/category of the ongoing incident and critical information to media.
- You identify the exact location of the incident.
- You describe the delays in the area and give actionable information to your constituents.
- You still have lots of room to push properly orientated pictures with your informational tweet.
Time is valuable, so tweet good stuff.
***To download this as a single-page printable format, click this file:
TechnicalJargonAndGivingActionableInformation-Safety-PIO-SM-14-006
The wrong hashtag and checking official accounts – Safety-PIO-SM-14-005
| 14-005: The wrong hashtag and checking official accounts | |
| Agency: TEEX | Topic(s): Official accounts and hashtags |
| Date: Fall 2014 | Platform: Twitter |
Citing the original source of information is a solid idea on Twitter. But citing the correct source with the correct Twitter handle is even more important. That’s what Texas A&M Engineering Extension Service (TEEX) did when they tweeted information about a gym bag/emergency preparedness kit.
The use of the wrong hashtag will drive your audience away from national trends. Remember, the general idea behind the hashtag is to help bring together trending posts especially this month because September is National Preparedness Month. My. Favorite. Month.
A quick search of “#Prepared2014” shows tens of thousands of tweets.
A search using “#BePrepared2014” yielded 13 tweets.
Those two letters really do make a difference. A big difference.
Also, when citing sources, make sure they are current agency accounts. The @readydotgov account has tweeted twice in 2014 and has 396 followers.
It also states in the description box “please follow us @Readygov”
The verified @Readygov Twitter account has 3,000 tweets with almost 90,000 followers and has been tweeting since August 2008.
No matter how good your communications plans are, your mechanical no-look cut/paste actions must be double checked every time. It takes five seconds to check. Additionally, you stand the possibility of your readers questioning the validity of your information when they see that you posted old/not used stuff.
A more effective tweet could have read:
If you can pack a gym bag, you can pack an emergency bag: ow.ly/i/4Eui3 #Prepared2014 #NatlPrep @ReadyGov @AnaheimCERT
By phrasing it this way:
- You cite FEMA’s main current preparedness Twitter account (@ReadyGov).
- You use the correct national hashtag to increase visibility in your message (#Prepared2014).
- You add additional hashtags to help pair your efforts with national campaign themes in your message.
- You cite the right agency accounts on Twitter which will help them gain visibility with your audience.
- Your agency shows coordinated efforts with national response agencies when you use @mentions on twitter.
Time is valuable, so tweet good stuff.
***To download this as a single-page printable format, click this:
TheWrongHashtagAndCheckingOfficialAccounts-Safety-PIO-SM-14-005a
September assignments to R5 & R3 – Also #NatlPrep #Prepared2014
After hopping around Region V in August, I’ll be able to stretch out a bit and swing east into Region-3. The September intel training class in DC will be rescheduled and (hoping that it’ll) get moved to the Pentagon.
At this time, it is Pennsylvania, Maryland, and back in Ohio for September.
The outlook for October has a wider spread as I have been assigned to Region-V, Region-IV, and Region-III.
Keep smiling because it’s 2014 National Preparedness Month! (MY FAVORITE MONTH)
A lonely shortened Facebook link on Twitter – Safety-PIO-SM-14-004
| 14-004: A lonely shortened Facebook link on Twitter | |
| Agency: South Central Sierra Interagency IMT | Topic(s): Shared information/update |
| Date: Summer 2014 | Platform: Twitter |
Speed is primarily the reason why everyone loves social media…especially Twitter. Many agencies use social media to provide updates and information when assigned to certain incidents. That’s what the South Central Sierra Interagency Incident Management Team did during the French Fire in California when they pushed this lonely shortened Facebook link out on Twitter.
I get that 140 character max on Twitter is short…and you have lots to say…and you don’t have time…and blah blah blah. Everyone else doesn’t have time too. But pushing a non-descript link, does raise a concern that perhaps your account has been compromised by spam bots. Your agency has worked diligently to establish solid working relationships. During an emergency is the WORST time for your audience to question and/or ignore your official accounts with trusted reliable information.
If your social media plan calls for directing all efforts to Facebook as the primary source of information, a Public Information Officer (PIO) should still take the time to provide a little information (like a short description) on other platforms driving the traffic to that primary source. Providing just a link is not enough.
In the PIO business, we are forced to be precise, however just providing a link pertaining to a dangerous situation or disasters will not be enough to satiate the Twittersphere’s social interest.
Audiences change on various social media platforms, however, many agencies *think* they are all the same.
Knowing your audience is the hallmark of success. If you pair your Facebook and Twitter accounts to save time and to pass the exact same message – you should consider separating them now. Remember, you write/post/share information differently on various social media platforms.
A more effective tweet could have read:
| Still assigned to the French Fire here in California-Check out pictures frm @BLMNational Interagency Fire fb.me/1BV35Tytx #CAWildfire |
By phrasing it this way:
- You have more visibility by informing your followers that your team is still assigned to the incident.
- The link looks less spammy and readers know what the specific content is in the link.
- Your #hashtag will give more information about the current overall disaster/emergency.
- Your readers are likely to click on this hyperlink because it will take them to a picture. People love pictures.
- Your agency shows coordinated efforts with national response agencies when you use @mentions on twitter.
Time is valuable, so tweet good stuff.
***To download this as a single-page printable format, click this: ALonelyShortenedFacebookLinkOnTwitter-Safety-PIO-SM-14-004a
Where is @rusnivek? 