using secured social networks for crisis management
TRANSCRIPT
Georges Cowan, CMC, CBCP, MBCI
Senior BCP-GRC ConsultantMarch, 16 2010
Translated presentation originally given by the author in French webinar
BC-IT Partners
Application of secured social
networks to crisis management
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Agenda
Personal and business social networks
Business Networks and YOU
Arrival of Enterprise 2.0 / Web 2.0
Social Network Definitions
Types / categories of social networks
Implementation roadmap
Social Networks and crisis management
Conclusion
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Numbers for social networks
Wikipedia - 13,000,000+ articles
Youtube - 100,000,000+ videos seen daily
Blogger - 200,000,000+ blogs
Facebook - 200,000,000+ active users
Twitter - 3,000,000+ average daily Tweets
Social media « Buzz »73% of Internet users have seen blogs
45% have their own blogu
57% participate in at least one social network
83% have seen video clips*Source: Universal McCann Comparative Study On Social Media Trends April 2008
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Social Networks are part of our Lives
RSS feed Desktop Apps
wid
gets
Cell
balaya
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Personal and Business Social Networks
Characteristics Personal Networks
like Facebook ®
Business Networks
like Tick-it ® and others
Security Protecting limits of
personal privacy
Maintain enterprise
security
Exchanges Friends, sport clubs,
photos, events, news
. . .
For employees,
management, clients
(trade marks and
complaints), marketing
(new products), suppliers
Similar or
DIFFERENT ?
TWO REALLY DIFFERENT SPORTS
like Soccer and Rugby (ball = network)
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Participant Survey
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Step 1 - Protect the organization and YOU
Source: Lou Ordorica and Linda Skrocki | .SUN
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Step 2 – Identify your profile
Think of ways to participate
If usually you . . .Your profile
corresponds to a:%
«Blog, podcast, tweet» Creator 13%
Write reviews, post answers Critique 19%
Tag objects, use RSS Collector 15%
Update your profile Joiner 19%
Read blogs Spectator 33%
Do none of the above Inactive 52%
Source: Lou Ordorica and Linda Skrocki | .SUN
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Étape 3 – Pensez à vos objectifs votre niveau de confort pour participer?
Profile Example Goal Tools
Creator Amplify word of mouth Blogs
Critique Product Development Wikis
Collector Market Research RSS
Joiner Public Relations Social Networks
Spectator Canary in a coalmine Brand monitoring
Inactive Getting started Search
Source: Lou Ordorica and Linda Skrocki | .SUN
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Entreprise 2.0
"Enterprise 2.0 comprises social software as used in
"enterprise" (business/commercial) contexts. It includes social
and networked modifications to corporate intranets and other
classic software platforms used by large companies to organize
their communication.
Enterprise 2.0 is a term for technologies and business practices
that free workforce from the constraints of communication tools
and productivity such as email. It enables executives to access
the right information at the right time through a network of
interconnected applications, services and devices. Enterprise
2.0 provides access to the collective intelligence of many
people, transferring a huge competitive advantage resulting in
increased innovation, productivity and agility."Source: Wikipedia
Arr
ival of
En
terp
ris
e 2
.0 –
Web
2.0
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Interaction with clients
Arr
ival of
En
terp
ris
e 2
.0 –
Web
2.0
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Global market moves to the Community
Arr
ival of
En
terp
ris
e 2
.0 –
Web
2.0
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Social Media
Social media can be said to have three components: Concept (art, information, or meme), Media (physical, electronic, or verbal) and Social interface (intimate direct, community engagement, social viral, electronic broadcast or syndication, or other physical media such as print).
Social media use the collective intelligence in a spirit of online collaboration. Through these means of social communication, individuals or groups of individuals who work together to create Web content, organize content, index it, modify it or make comments, combined with the personal creations.
[Source: Wikipedia as of 2009/10/07]
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DEFIN
ITIO
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Services des réseaux sociaux
A social networking service is designed to build
online communities of people who share interests
and / or activities, or are interested in exploring the
interests and activities of other . [Source Wikipedia le 2009/10/07]
Blogs
Forums
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DEFIN
ITIO
N
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Social Communication on the Web
YOU
Online CommunitiesGroups, Forums, RSS
Blogosphere Blogs,
interrelated Communities
Social Networksfacebook, myspace . . .
Speciality Social SitesYouTube, Twitter, LinkedIn …
Your participation
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Social Communication on the Web . . .Online Communities News, Forums, RSS, Podcasts, Webcasts
Blogs community «Blogosphere» –bidirectional communication
The blogosphere is made up of all blogs and their interconnections. The term implies that blogs exist together as a connected community (or as a collection of connected communities) or as a social network in which everyday authors can publish their opinions. [Wikipedia]
5 Top Blogs (hits)The Huffington Post
TechCrunchMashableGizmodoEngadget
Source: [Technorati]
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Social Communication on the Web . . .
Social Networks Personal Version : Facebook and MySpace lead. Ning,
NewsVine, Bedo …
Emerging Business Version : Sixent, Tick-it, Socialtext …
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Communication sociale sur le Web . . .
Speciality Social SItes YouTube, Twitter, LinkedIn, Flickr, Wikipedia, Epinions, Last
FM, Get Satisfaction, Digg, Posterous, Technorati, Tabellog,
SlideShare, Pandora, BrightTALK, Tripit, Videao, Buddy TV,
OleOle, GoodReads, metroFLOG, MSN, yelp, friendster …
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Interoperability of Social Networks
Microsoft Vine Inter
Connects to:
Windows Live
YouTube
automatically
connects to sign in:
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Why start an enterprise social network?
To rebuild a strong link between employees
To locate the best expert or information that allows
the job to be done within the organization
To provide an alternative to email for
communication between individuals or groups
To help make employees more productive in the
business and retain the best employees
To promote innovation through meetings and
exchanges that lead to new ideas or unexpected
business
To help keep track of information
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R&D for business social networks
Source: Deloitte Technology Predictions 2009
The largest IT corporations plan to spend more dollars in research and development (R & D) for social networking applications in 2009 and to build research centers focused on social networking business.
Mapping provided
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Online communication Methodology
Online Collaboration MethodologySource: Ramius Corporation
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Strategic Alignment for Businesses
1. Enterprise Considerations
Questions from management and shareholders ?
What are the business drivers ?
What is the most appropriate model for business networks ?
Are social network initiatives aligned with enterprise objectives ?
What are success criteria for social networks ?
2. Staff Considerations
Impact a large number of persons inside and outside the organization.
What are the targets to reach ?
Who are the Champion and stakeholders ?
Who are the support resources ?
3. Environmental Considerations
“Businesses and competition in our domain are jumping into
Social Networks: what do we do ?”
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Crisis examples & social networks
In 2010 An iPad beta tester launched a hoax. iPad - Apple did not like it
The advertising agency for Wal-Mart testifies for its client but gets caught with the hand in the pot through his # IP address (PC)
A Montreal bus driver decides to go for a coffee but customers took their cell phones with video and publish on the Web
In 2009 Pepsi encouraged young males to «score» on iPhone?
Singer Dave Caroll’s guitar broken on United Airlines trip
Belkin paid only for positive comments from clients?
En 2008 Upset mothers carrying their babies - Motrin
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Social Networks in crisis management
Before the crisis – prepare a
specific and concise plan
Build and maintain an Enterprise
social network (ESN) Crisis Cell
Social Media Watch (complaint)
- Google Alerts and other public
tools (Twitter is very fast but
prepare short scripts)
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Example of Google Alerts
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Social Networks in crisis management
Before the crisis – prepare a specific and precise plan
ESN Cell connected to the crisis management team
Have accounts to public social network (Twitter, YouTube,
enterprise blog), active RSS news channel and a multi-channel
grouping for access to management, crisis management and
others (employees)
Business Continuity Authority
BC Coordinator
Communication Coordinator
ITC & Emerg. Coordinator
Administrative Coordinator
Operations Coordinator
Functional Plan Coordinator
Crisis Management Team (CMT)
CMT Registrar and legal council
Enterprise Social Network Cell
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Social Networks in crisis management …
During the crisis
Identify the source of the crisis
For example: client complaint
Employee dissatisfaction
Awareness of a defective product - Listeriosis
Ice storm or flood
Severity of the crisis – do not overreact
Formulate a message with care and transparency
Remain available (even on weekends) Socia
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Social Networks in crisis management …
During the crisis . . .
Distribute your message (including social networks)
Small crisis must be resolved before swelling
The response of the organization must be communicated even
in an isolated case
When the crisis is increasing in intensity, involve your team
An internal crisis that does not make to the public? Prevent
problems by distributing a response
The sun always comes back in the wake of the bad weather
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Crisis Management in Haïti & social networks
Social networks disseminate information quickly at
first and then communications disappear since
affected
Implication of Experts (USAID within minutes, FEMA)
Examples of SN support to Haitians
Location and reunification of families and relatives
Video description on site (YouTube and others)
Fundraising through social networks
Volunteers offering support @distance
Doctors from “Université de Sherbrooke” on site supported
by their fellow specialists over the Province of Québec
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Crisis Management in Haïti – USAID Experts
http://haitiresponse.igloocommunities.com/home
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Find individuals (relatives) with Google
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Crisis Management in Haiti – Volunteers in Montreal
http://crisiscampmontreal.wordpress.com/
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Social Network Architecture
Exchanges based on multichannel for the Crisis Management Team, Management, operational teams and personnel in general
Securing exchanges to insure authentication, integrity and confidentiality (at a similar level as enterprise daily operations are conducted)
Archiving and auditing exchanges and capacity to repatriate information when enterprise returns to normal operations after a crisis
Capacity to scale based on requirements as they occur during the crisis
Interoperability with personal social networks and RSSSocia
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Participant Survey
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Business Continuity and Social Networks
In case of human resources loss (H1N1), social
networks may facilitate exchanges with employees
and support services
May be seen as secured email as a replacement of
external email (with the possibility to recall
exchanged information after the end off the crisis)
Access to highly specialised resources (like SME)
«@distance & @demand»: far less costly with an
immediate response when needed and with
horizontal expertise and innovative solutions
A communication tool for stakeholders
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Lawyers and the Pentagon jump in (USA) ???
On Friday, the Pentagon announced a new social media policy that will the troops to use Twitter, Facebook and other social networking sites, within limits. True to form, Pentagon social media czar Price Floyd announced the policy change in a Twitterupdate. It s an important move, and has the potential to clear up the military s longstanding ...
Source : http://www.secuobs.com/revue/news/196607.shtml
http://www.secuobs.com/revue/news/196607.shtml
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Conclusion
Enterprise Social Networks are there to stay and their impact continues to grow rapidly
Very different from personal social networks like Facebook - two different sports as Soccer and Rugby (ball is the network: rules are quite different)
Implementing Enterprise Social Networks requires a disciplined approach and enterprise management implication
Implementation of Enterprise Social Networks is not recommended during a crisis: it requires a plan and very important it is holistic
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[email protected] Georges Cowan (514) 714-9119
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Georges Cowan is a Senior BCP-
GRC Consultant and a senior
strategic consultant in social
networks for Business Continu-IT
Partners.
Georges Cowan, MBCI, CBCP , CMC
Coordinates:[email protected]
(514) 714-9119
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