social media in business continuity

1Tim [email protected] LinkedIn: www.linkedin.com/in/timbonno

Business Continuity and Preparedness Through Social

MediaTim Bonno

Tim Bonno ConsultingRead my blog at: www.timbonno.wordpress.com

Follow me on Twitter

Tim [email protected] LinkedIn: www.linkedin.com/in/timbonno 2

How we communicated before

….


And then came computers…


And e-mail …• The number of worldwide email accounts is

expected to increase from an installed base of 3.1 billion in 2011 to nearly 4.1 billion by year-end 2015. This represents an average annual growth rate of 7% over the next four years.

• The majority of email users are located in Asia Pacific. Asia Pacific is the most populous region in the world and currently accounts for 49% of worldwide email users. Europe accounts for about 22% of worldwide email users, while North America has about 14% of worldwide email users.

• In 2011, the typical corporate email user sends and receives about 105 email messages per day.

“Email Statistics Report” - THE RADICATI GROUP, 2011-2015


And Instant Messaging (IM) …

• IM is continuing to grow in popularity.• In 2011, the number of worldwide IM accounts

was estimated to be nearly 2.6 billion.• This figure is expected to grow to over 3.8 billion

by year-end 2015.• This represents an average annual growth rate of

11%.


And Now We Have Smart Phones & Social

Media …


Elements of Social Media

• Message boards• Photo sharing• Podcasts• Really Simple Syndication (RSS)• Video sharing• Wikis• Blogs• Social networks• Micro-blogging sites• Mapping and geotagging (a.k.a.location services).


What is “Social Media”?

• A “1: many” relationship

• Regular media

• Social media

Web-based Mobile technologies

CommunicationInteractive dialogue


Social Media Impact - Global

• Social Networking is showing rapid growth with both consumer and corporate users.

• In 2011, the total number of worldwide social networking accounts, including both consumer and corporate accounts, is nearly 2.4 billion.o Facebook alone has an estimated 845 million

monthly active users• This figure (2.4B) is expected to grow to nearly

3.9 billion by year-end 2015.


Social Media Impact - US

• 65% of adult internet users now say they use a social networking site like MySpace, Facebook or LinkedIn, up from 61% one year ago.

• Frequency of social networking site usage among young adult internet users under age 30 was stable over the last year – 61% compared with 60% one year ago.

• Among the Boomer-aged segment of internet users ages 50-64, social networking site usage on a typical day grew a significant 60% (from 20% to 32%).

“65% of online adults use social networking sites” – Pew Research


Top 10 Sectors by Share ofU.S. Internet Time (Source:Nielsen NetView – June 2009-June 2010)

Top 10 Sectors by Share of U.S. Internet TimeRANK Category Share of Time

June 2010Share of Time

June 2009% Change in

Share of Time

1 Social Networks 22.7% 15.8% 43%

2 Online Games 10.2% 9.3% 10%

3 E-mail 8.3% 11.5% -28%

4 Portals 4.4% 5.5% -19%

5 Instant Messaging 4.0% 4.7% -15%

6 Videos/Movies** 3.9% 3.5% 12%

7 Search 3.5% 3.4% 1%

8 Software Manufacturers 3.3% 3.3% 0%

9 Multi-category Entertainment 2.8% 3.0% -7%

10 Classifieds/Auctions 2.7% 2.7% -2%

Other* 34.3% 37.3% -8%


Staggering Stats From Facebook's IPO

• There are 845M monthly active users on Facebook• 483 M return to the site daily• 360M users are active 6 out of 7 days• These users upload more than 250M photos to the

site EACH DAY• As of December 31, 2011 there have been more

than 100B … yes 100B … friend connections• In 2010, Facebook made $606M (88% increase

year over year)• That makes each Facebook profile worth about

$43.79


If all US Internet time were condensed into one-hour,

how much time would be spent in the most heavily used

sectors?


U.S. monthly time spent on most heavily used Internet sectors (millions

of hours)


Open Door Communications


How We’ve Used Social Media In Emergencies

• Mumbai Terrorist attacks - Twitter users on the ground sent out vital information including emergency phone numbers and the location of hospitals that needed blood donations

• The Australian Country Fire Authority - used Twitter to send out information on the fires, how to donate money and blood, and where to seek emergency help

• Red River flooding (ND and MN) - 2600 people were getting updates delivered on FEMA’s Twitter

• FDA recall of salmonella-tainted pistachio products - 3000 people found out through the agency’s Twitter feed

• Japan earthquake/tsunami - Ushahidi was used to create the largest crisis map to date with over 8,000 reports received via social media about shelters, food stores, cell phone charging centers and road closures.

• Joplin tornado - a hospital administrator tasked one woman — who had little more than a Facebook account — to track down 1,100 hospital employees who were missing. A few days later, all 1,100 had been located through the Internet.


Timely Delivery• In a recent FBI RFI, the bureau claimed that

“social media” networks have been trumping police, firefighters and news media when it comes to communicating news of developing incidents and protests.

• They also stated "Social media is rivaling 911 services in crisis response and reporting,"


Data Crush• Fusion centers face challenges when it

comes to employing social media analysis, which together with the gathering of data comprises social media analytics.o Upside - ability to quickly react and deal with an issue. In

effect, social media analytics offer crowdsourcing of law enforcement or disaster intelligence.

o Downside - uncovering information can be hit or miss and verifying it can be manually intensive.

• The need for technical solutions to social media analytics


How much data?• According to Wordpress, its system powers over 68

million blogs worldwide, with 500,000 new posts and 400,000 new comments generated on an average day.

• Facebook reported it has more than 800 million active users, who upload more than 250 million photos daily.

• YouTube stated that 100 million people “like,” share or comment on something on the site every week.

• Twitter’s chief executive officer revealed that the social network had over 100 million active users worldwide, and the company said it was processing 250 million Tweets a day.


The ChallengeSocial media is constantly changing and constantly moving. How do we stay ahead of the game, instead of always being behind it?• Part of the challenge lies in the nature of social media itself:

As a self-generated means of communication, social media is an excellent resource for real-time information on disasters. But the sheer volume of news and events created immediately after an event poses a huge challenge for emergency responders trying to monitor the aftermath.

• The instantaneous nature of social media had built up enormous expectations for a speedy government response.

• The real strength of social media, it seems, lies in preparation for these events; like warnings and information, including evacuation notices, weather updates and lists of resources.


The Dark Side• Flash mob attacks• Closing of San Francisco Metro wireless

communications• The Occupy Movement


Caution• The evolution of social media has led to faster

spread of messages and the ability to minimize harm done to an organization in a crisis scenario.

• Social media also has the potential to ruin a company’s reputation or expedite the spread of harmful corporate rumors.


Social Media Liabilities

• Advertising Liability• Cyberstalking• Defamation• Employers’ Liability• Intellectual Property• Privacy Liability• Security Breach Liability• Trade Secrets


Insurance• Specialist social media and cyber insurance policies have been developed by

insurers to help businesses and individuals protect themselves from an ever-evolving range of risks.

• While a growing number of risk professionals acknowledge information security and other cyber risks as serious concerns, only about one-third of organizations (35.1 %) currently purchase insurance as part of their cyber risk management strategy.

• Investment in prevention rather than insurance• Limited markets• Broker disconnects• Lack of coverage clarity• Lack of information to make informed decisions• Too expensive• Application process is difficult• Deductibles are too high• Difficult to quantify• Policy coverage is too limited


Types of cyber risk coverage

• Specialized cyber risk coverage is available primarily as a stand-alone policy. Each policy is tailored to the specific needs of a company, depending on the technology being used and the level of risk involved. Both first- and third-party coverages are available.

• Loss/Corruption of Data

• Business Interruption• Liability• Cyber Extortion• Crisis Management• Criminal Rewards• Data Breach• Identity Theft• Social

Media/Networking


Planning is Important• When it comes to social media, and cyber risks in

general, insurance is only one tool in the risk management box.

• Preparing a disaster plan ahead of time that can be activated in the event of a cyber attack or data breach, having a sound social media policy in place and training employees are just some of the other steps companies can take to help mitigate and reduce the risks.


You Need A PolicyWhile social media is being embraced in the corporate world, the pace at which it is developing is such that organizations’ policies and procedures are struggling to keep up.

o 65% of employers actively encourage the use of social media for work related activities.

o 21% of employers have taken disciplinary proceedings because of information an employee displayed on a social media site about another individual

o 31% have taken disciplinary proceedings because of information posted about their organization.

o Only 25 % of businesses have a stand-alone, dedicated social media policy

o 43 % had a social media policy which existed alongside another, such as an IT or HR policy


Considerations• Organizations should only use social media tools that can

contribute to the success of their social media campaigns.• They should only use tools they have the time to plan and

execute the use of.• Organizations should have a plan for their messages and

make those messages clear and coherent.• Delegate social media tasks only to people in the

organization who are aware of the organization’s communication strategies.

• Social media should not be treated as a “low-level task”.• Social media is more than a "new" place to communicate

during a disaster/emergency, it really is "THE" place to communicate


References• “After disasters, social media struggles to keep

up with expectations” • SOCIAL MEDIA, LIABILITY AND INSURANCE –

Insurance Information Institute, December 2011• Best Practices: The Use of Social Media

Throughout Emergency & Disaster Relief; Erica Goldfine, April 28, 201

• Email Statistics Report, 2011-2015; THE RADICATI GROUP, INC.


How To Contact MeThrough social media, of course!

Tim BonnoE-mail: [email protected]: www.linkedin.com/in/timbonnoBlog: www.timbonno.wordpress.comfollow me on Twitter

mailto:[email protected]

http://www.linkedin.com/in/timbonno

http://www.timbonno.wordpress.com/

social media in business continuity

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