ISO 22329-2021 pdf free download – Security and resilience — Emergency management — Guidelines for the use of social media in emergencies.
4 Understanding social media
4.1General
With increasing digitalization, a growing number of social media platforms and channels are available,and the selection and popularity of these are continually changing.Social media is available worldwidebut access to some platforms and channels can be restricted in some countries. Some platforms andchannels focus on exchanging text messages,others focus on sharing photographs or videos, and somepermit the sharing of text, photos and videos. Many can include links to any content stored on theinternet.
There is a connection between social media and other media such as websites, newspapers, radio andtelevision. People also share news articles and information on social media.
Annex A provides types of social media channels, platforms and related tools.The organization should:
consider the role of social media in the context of its overall communications strategy, includingcrisis communication, and how the social media strategy is implemented in the organization;
understand that the extent to which information is shared depends on the application on which itwas shared and the privacy settings of the user who shared the content;
understand that social media is operated by private companies, and it is governed by their ownterms of service or user agreement.
4.2Utilizing social media
4.2.1General
The exchange of information through social media will depend on the organization’s communicationstrategy and whether the organization is operating before,during or after incidents or crises.
The organization should consider:
how social media can improve the organization’s capability to manage incidents and crises;
how social media can reduce the organization’s risks by considering risks that can potentially beaffected by ineffective communication;
how fit-for-purpose the organization’s social media policies and procedures are to determine ifchanges are required.
4.2.2lmplementationThe organization should:
一 identify and obtain the appropriate tools necessary to implement the use of social media;
supplement internal resources by using external resources as required;
ensure that the resources are capable of performing their assigned responsibilities.
A natural progression for the use of social media is to monitor social media communications, thendisseminate information to support emergency management objectives. This is then followed byinteraction with social media users(public or private stakeholders) to answer questions and build trustwith the social media audience.
The organization should conduct a regular review of social media as part of its overall continualimprovement process.
4.2.3 Monitoring
4.2.3.1 Purpose
The organization should monitor the use of social media in order to:
— identify the social media platforms used by its audience;
— improve awareness of the environment in which it is operating;
— identify how it is perceived by the public and various stakeholders who can be impacted by its
operations and risks;
— identify current and emerging issues, including issues that require a response;
— identify influential users of social media and metadata tags that can relate to the organization;
— understand how citizens or stakeholders are using social media related to the organization;
— identify other emergency services or service providers with similar risks or emergency management messaging, or both.
NOTE A metadata tag is a keyword used in social media that is assigned to a piece of information to facilitate search. A hashtag is an example for a metadata tag.ISO 22329 pdf download.