social media in disasters for transportation agencies

SOCIAL MEDIA IN DISASTER PREPARATION, RESPONSE AND RECOVERY

Sarah M. Kaufman

Rudin Center for Transportation

NYU Wagner School for Public Service

Transportation Research Board Annual Meeting, January 2013

PREPARATION

Where transportation customers are:

HomeOffice/ School

On Transit

Out and About

Driving

But mentally, they’re here:

425 million users

1 billion users

500 million users

15 million users

77% of office workers who have a Facebook account

access it during work hours.

http://www.computerworld.com/s/article/9135795/Study_Facebook_use_cuts_productivity_at_work

Why AreFollowers/Likes/SubscribersImportant?

• Engagement• Motivation• Amplification

Pre-event messaging• Information• Access• Warnings• Preparation• Responses

RESPONSE

Mid-event messaging

Outgoing• Instruction• Information• Access• Emergency

Management

Incoming• Information• Emergency• Inquiries

Information SourcesDuring Hurricane Sandy

Other

Smartphone apps

Community groups

Friends/family

News TV/radio

News websites

Social media

Official websites and alerts

0 50 100 150 200 250 300NYU Rudin Center survey

Timeliness vs. Quality

Importance of Photos & Videos

Metropolitan Transportation Authority

Metropolitan Transportation Authority

Metropolitan Transportation Authority

Public Response

RECOVERY

Post-event messaging

Outgoing• Information• Access• Warnings• Review

Incoming• Information• Emergency• Instruction• Inquiries

Data

Challenges• Network/Power Interruptions• Approvals• Message Coordination• Accuracy• Resource-Intensive

Future of Social Media in Transportation

Future of Social Media in Transportation

FOR MORE INFORMATION

ASSOCIATED REPORTS:

Sarah M. Kaufman, @sarstar

NYU Rudin Center for Transportation Policy & Management, @NYURudin

www.NYURudinCenter.com