Monitoring during the nuclear security summit
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My presentation for the Social Media Week Rotterdam. Experiences and lessons learned during the Nuclear Security Summit, the largest international conference ever held in The Hague, The Netherlands. Topics: social media monitoring, crisis communication, data analysis.
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Monitoring during the nuclear security summit
- 1. Social media monitoring during the Nuclear Security Summit @patrickrancuret
- 2. me
- 3. The biggest conference in the Netherlands ever
- 4. The world is watching
- 8. How can we communicate effectively, based on public need for information? How can we join forces and work as one government? Challenges
- 9. Prepare for a crisis
- 10. The idea Let’s build one team of analysts From different organizations Fulltime monitoring the summit Providing insights to communication strategy Positioned next to NKC Coordinated and facilitated by NCTV
- 11. Team Monitoring & Analysis Task: ‘Bring the outside in’ 300 recipients webcare webcare webcare webcare
- 12. More than social media
- 13. 1. Social media SOURCES & TOOLS 2. Questions press/public 3. TV, radio, newspapers Coosto Radian6 Zoom Media ANP LexisNexis 4. Eye witness reports
- 14. 1. Need for information 2. Behavior 3. Sensemaking Summary Highlights – Sentiment – Focus Perspective Communication Priority Reputation Security Mobility Program Costs
- 15. • Growing public interest after confirmation Obama • Sentiment: mostly neutral, skeptical/critical about security/costs • Mobility issues mostly reported by local media Need for information •Some questions about accessibility •Several questions about security measures Behavior (intended) •Nothing to report Sensemaking •People worried about possible traffic chaos •Security measures will have much impact •Uncertainty about the outcome of the NSS 2014 EXAMPLE
- 16. DURING THE SUMMIT Frequency: one report every hour Four analysts, one team leader Four hour shifts 65 reports in total
- 17. So, what happened and what did we learn from monitoring the NSS?
- 18. 181.117 tweets 28.460.189 impressions 800 newsitems on TV and Radio Some facts & figures
- 19. peak moment 4195 messages / hour
- 20. Defining moments arrival heads of state
- 21. Defining moments no traffic chaos
- 22. Defining moments Incidents & issues
- 23. Before the NSS Focus: costs, security, traffic Sentiment: neutral to critical, negative During / After the NSS Focus: results, reputation Sentiment: positive, pride Change of sentiment
- 25. Change of sentiment. Pride
- 26. Change of sentiment. Making Fun
- 27. Round-up Prepare for the worst. Using crisis communication to bring focus, shared goals and urgency (Social) media monitoring takes a lot of preparation, practice and finetuning Room for improvement: in-depth analysis, optimizing the process, required skills
- 28. Thank you. Let’s keep in touch! @patrickrancuret
Notes de l'éditeur
- It’s important to speak the same language and standardize and practice the work process. Used format that is known to a lot of people in crisis communciation. 3 perspectives: What is the need for inspormation? What are people doing or planning to do? What does it mean? What To make it more complex. We had 5 communication priorities to monitor.