social media in disasters for transportation agencies

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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

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Page 1: 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

Page 2: Social Media in Disasters for Transportation Agencies

PREPARATION

Page 3: Social Media in Disasters for Transportation Agencies

Where transportation customers are:

HomeOffice/ School

On Transit

Out and About

Driving

Page 4: Social Media in Disasters for Transportation Agencies

But mentally, they’re here:

425 million users

1 billion users

500 million users

15 million users

Page 5: Social Media in Disasters for Transportation Agencies

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

Page 6: Social Media in Disasters for Transportation Agencies

Why AreFollowers/Likes/SubscribersImportant?

• Engagement• Motivation• Amplification

Page 7: Social Media in Disasters for Transportation Agencies

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

Page 8: Social Media in Disasters for Transportation Agencies

RESPONSE

Page 9: Social Media in Disasters for Transportation Agencies

Mid-event messaging

Outgoing• Instruction• Information• Access• Emergency

Management

Incoming• Information• Emergency• Inquiries

Page 10: Social Media in Disasters for Transportation Agencies

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

Page 11: Social Media in Disasters for Transportation Agencies

Timeliness vs. Quality

Page 12: Social Media in Disasters for Transportation Agencies

Importance of Photos & Videos

Metropolitan Transportation Authority

Page 13: Social Media in Disasters for Transportation Agencies

Metropolitan Transportation Authority

Page 14: Social Media in Disasters for Transportation Agencies
Page 15: Social Media in Disasters for Transportation Agencies

Metropolitan Transportation Authority

Page 16: Social Media in Disasters for Transportation Agencies
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Public Response

Page 20: Social Media in Disasters for Transportation Agencies
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RECOVERY

Page 22: Social Media in Disasters for Transportation Agencies

Post-event messaging

Outgoing• Information• Access• Warnings• Review

Incoming• Information• Emergency• Instruction• Inquiries

Page 23: Social Media in Disasters for Transportation Agencies

Data

Page 24: Social Media in Disasters for Transportation Agencies

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

Page 25: Social Media in Disasters for Transportation Agencies

Future of Social Media in Transportation

Page 26: Social Media in Disasters for Transportation Agencies

Future of Social Media in Transportation

Page 27: Social Media in Disasters for Transportation Agencies

FOR MORE INFORMATION

ASSOCIATED REPORTS:

Sarah M. Kaufman, @sarstar

NYU Rudin Center for Transportation Policy & Management, @NYURudin

www.NYURudinCenter.com