Case Study: Hurricane Sandy Response

• Greater amount of feedback through social channels

• Urgency to respond in real time• Self organizing communities that can

coordinate mutual aid independently of and more nimbly than established relief organizations

Pain points for disaster response

Our social tools for disaster responseDigital Command Center Engagement Console

Insights Dashboard

• Red Cross chapters and NHQ shared critical safety info at all stages of the storm

• Social one of the best sources of info right after storm hit

• Over 2.5 million posts pulled in for review• 2,386 responses sent via Radian6• 31 digital volunteers• 19 daily digiDOC briefs sent to Disaster Services and

partners

Social during Sandy

First step: listening

Setting up keywords:

- Emergency aid- Volunteers- Shelters- Safe and Well- Damage Reports - Blood- Fundraising- Recovery

Categories:- Need for help/service- Situational report- In kind donations- Complaint- Compliment- Eyewitness

digiDOC briefs

Engagement examples

• 229 posts about needs in affected areas sent to Mass Care team

• 88 posts resulted in action on the ground

• Gained valuable feedback on challenges in highly urban environment, critical need for better data

Social during Sandy

• More training for every worker who can use social

• Real time data collection and reporting• Volunteer management and capacity

building – local and national• True integration with disaster operations,

including established processes for gathering/sharing data on needs

The path forward