Adventures in Government Communications

Are You Helping the Public “Find Bigfoot?”

noreply@blogger.com (NAGC) — Wed, 25 Jan 2012 20:52:00 +0000

As a parent of two boys, I’m allowed the luxury of pretending to be a super hero, using decorative pillows (I’ll never understand them) as weapons, and throwing bugs in spider webs to see what happens. I did all of these things before I had kids, but it’s much more acceptable now. With man-vibes running rampant throughout the house, we watch a lot of “Animal Planet,” which my wife and I deemed an educational way for the boys to pass the time. Until…following an episode of “River Monsters,” which I highly recommend, a trailer aired last month for the season premiere of “Finding Bigfoot.” I was only half paying attention until I glanced over at my oldest son, Lyndon, and saw the transfixed look in his eyes. “Daddy, they are going FIND BIGFOOT.” Thus began our family journey into this “reality” show, setting back my efforts to teach Lyndon how to throw a curve ball.

If you haven’t seen the show, each episode pretty much has the same premise:

“Research” team visits every state in the U.S., which are all apparently teeming with sasquatch families.
Team sometimes examines blurry photos or video footage the appears to be a gorilla, someone in a gorilla suit, or a tree stump that kind of looks like a gorilla.
Team interviews residents of dubious credibility, sanity, and sobriety.
Team comes to the conclusion that there’s “something there.”
Team “almost” finds Bigfoot.

For my son, this quickly grew frustrating. After just a few episodes, he gave up on the show (I watched a couple more, just to make sure…). Why couldn’t they just find Bigfoot and be done with it? It struck me that for the public, getting clear, accurate information during a disaster can be their own episode of “Finding Bigfoot.” Getting accurate information can be as difficult as getting Bigfoot to hold still for a high res photo. Unfortunately, the local government entities can contribute to the problem via conflicting information, slow response times and lack of communication with other agencies. The result is that our credibility is damaged and they tune out.

The answer? Collaboration, both internal and external. I examined this issue without Bigfoot back in August (he was booked on an out-of-focus video shoot) in a two part series looking at floods in Nashville and Memphis.

For Memphis Light, Gas and Water, our rules for successful collaboration are simple:

• Start with your own team (sharing info with your own department, getting feedback and empowering staff)

• Make sure you’re a part of the emergency response team (ensuring you’ve got a voice in the organization’s response)

• Define roles (at a departmental, company and external level)

• Establish network of key collaborators (both within your company and with external agencies and individuals to obtain key information)

• Share info consistently (timed updates are a standard, but also share media talking points, etc. with your external collaborators)

We're not trying to have all the answers, just provide a good road map for the public to get them. Everyone on my team knows their role when a disaster strikes, and we've got key internal resources who get us essential information about their particular area. More importantly, we've established a network of key external local government communicators and representatives, community leaders, and other allies with whom we regularly exchange information.

You heard it here first, with collaboration, we can all Find Bigfoot. Let’s hear from you. What are collaboration success stories?

Meet the NAGC Board: John Verrico

noreply@blogger.com (NAGC) — Wed, 18 Jan 2012 19:40:00 +0000

From time to time, I like to do spotlight features on the NAGC blog, and throughout the year, I'd also like to introduce you to the NAGC Board of Directors. This month, meet John Verrico.

John serves as Director of Professional Development on the Board of Directors of the National Association of Government Communicators, and formerly served as their Director of Communications. In his day job, John is Spokesman for the Science & Technology Directorate of the U.S. Department of Homeland Security. He has more than 30 years professional experience in communications, working extensively in media, community and employee relations. A retired Navy Reserve Master Chief Journalist, he has served in various public affairs posts with the U.S. Department of Homeland Security, Naval Facilities Engineering Command, Maryland Department of Environment, Governor of Maryland, Maryland Department of Natural Resources, and the U.S. Navy. He was also a freelance journalist and a communications and marketing consultant for small businesses.

John is also on the leadership board for the Federal Communicators Network -- an organization dedicated to providing professional development opportunities for government public affairs personnel – and is a member of the Board of Directors for the U.S. Navy Public Affairs Alumni Association.

He earned his Masters of Science in Organizational Leadership and a graduate Certificate in Teaching and Learning from Norwich University, and a Bachelor of Science in communications from the University of the State of New York. He received the Rear Admiral Thompson Award for Excellence in Public Affairs in 2005, and was named one of the Top 5 Event Managers of 1998 by Exhibitor Magazine. He also received the Public Relations Society of America Annapolis Chapter’s Silver Dome Award for community relations and multiple military and other awards for professional excellence.

In his spare time,John enjoys performing in community theater and stand-up comedy. Additionally, he takes pleasure in collecting books and entertainment memorabilia, reading and traveling with his wife, Bonnie.

Oh Captain, My Captain! NAGC Launches Mentoring Program

noreply@blogger.com (NAGC) — Wed, 11 Jan 2012 16:39:00 +0000

Ebby Calvin LaLoosh: "Ooh, I've heard of stuff like this."

Annie Savoy: "Yeah? Have you heard of Walt Whitman?"

Ebby Calvin LaLoosh: "No. Who's he play for?"

Ah, Bull Durham, a textbook case study of mentoring if there ever was one.

Are you an experienced communicator with knowledge and expertise to share? Are you a new communicator looking for a seasoned industry veteran to help advise you as you advance your career?

If so, look no further than NAGC's new Mentor Value Program (MVP)!

The idea is to join Mentors, established and experienced individuals in public affairs, with Mentees, professionals who are just beginning their careers.

This is a great opportunity for those who have been in the business for a number of years to share their experience and knowledge with those who would most benefit from this type of cooperative relationship.

Mentors will be joined with Mentees based on qualifications and there will be a “Welcome Reception” at the 2012 Communications School in June.

To sign up, please visit: http://nagconline.org/MVP.asp.

NAGC: Good Communications … Good Government

Mark your calendar:

June 5-8, 2012 – NAGC Communications School, Sheraton National Hotel, Arlington, VA

State of Indiana Shows Remarkable Growth With Digital Communications Outreach

noreply@blogger.com (NAGC) — Thu, 05 Jan 2012 19:29:00 +0000

In terms of digital engagement, the State of Indiana's efforts to connect with its citizens has paid huge dividends. The state's website, www.IN.gov, is currently connecting with more than 1.2 million subscribers through various alerts and updates. Amazingly, there are 1600 different subscription topics, allowing users to get information and updates from 82 different state agencies.

The state monitors these subscriptions in order to ensure how often they are being utilized, and eliminates updates with little or no demand. The state uses GovDelivery’s Digital Communications Management system in order to provide this interaction with it citizens.

The result of these digital efforts is a dynamic citizen engagement initiative. And oh yeah, it’s saving Indiana money, as well, to the tune of about $200,000 per year thanks to the reduction in mailing costs.

The state’s top topics include:

• MyDNR Newsletter: An e-newsletter than informs subscribers about special offers, promotions, recreational opportunities, events and news from the Indiana Department of Natural Resources.

• Indiana Career Connect (ICC) Newsletter: a private newsletter that provides information regarding ICC, the official career site for the State of Indiana and the Department of Workforce Development unemployment claims filing system.

• Learn More IndianaNewsletter: Distributed by the Commission for Higher Education and is tailored to meet the needs and special interests of either parents, school counselors and educators, or anyone concerned with helping children build a solid foundation for continued learning.

• College Students: Similar to the Learn More Indiana Newsletter, but tailored specifically for the college student. Sends general interest press releases for college students.

• I-File: Private updating service, owned by the Department of Revenue, that sends reminders about tax deadlines to those using the I-File system (now INfreefile).

By identifying the top subscription topics, the State of Indiana is able to pinpoint where citizens want and/or need more information and then increase citizen engagement in those areas.

NAGC

Good Communications…Good Government

NAGC – Call for Entries’ Final Deadline: Jan. 20, 2012

noreply@blogger.com (NAGC) — Wed, 28 Dec 2011 16:46:00 +0000

Be recognized! Enter your best work in the National Association of Government Communicator’s 2011 Blue Pencil & Gold Screen Awards Competition. This annual international awards program recognizes superior government communication products and those who produce them.

Download the Call for Entries

Final Deadline: January 20, 2012

10 Tips for Submitting a Winning Entry

2011 Winners

Flash Slideshows of 2011 Winners: Part 1 and Part 2

Quicktime Slideshows of 2011 Winners: Part 1 and Part 2

This year there are 41 categories to choose from, including new categories for Blogs, Facebook, YouTube and Best 140 Characters. These enhancements have been made to reflect the changing ways in which we communicate with our audiences. Enter as many categories as you choose in the Blue Pencil & Gold Screen Awards Competition. The number of opportunities to share your best work, innovation, creativity and use of technology may surprise you. One winner will be awarded Best in Show! The following examples show the range of categories for entering your best work:

• Publications
• Media Relations
• Photography
• Graphic Design

• Video, Multimedia
• Electronic Communications
• Branding/Rebranding
• Social Media

Take advantage of special discounts by renewing your NAGC membership or becoming a member today!

Social Media for Emergency Managers Can't Start When the Emergency Does

noreply@blogger.com (NAGC) — Wed, 21 Dec 2011 21:52:00 +0000

There was a nice post about the use of social media by emergency managers last month on the Next Gov site.

One part that caught my eye was the following, and I think all of us who work with social media can relate:

"One of the biggest barriers to leveraging Twitter during disasters, for instance, is sifting out important information, such as Tweets from people trapped in collapsed buildings or at ad hoc shelters that are short of food and water, from the larger universe of Tweets and re-Tweets, panelists said Thursday."

Back in August, we highlighted the Charlotte Fire Department's efforts to manage social media, and I'm really interested in hearing more from smaller city or county communicators, or departments with very limited staffing. How do you keep up?

How Do You Manage Expectations Via Social Media?

noreply@blogger.com (NAGC) — Wed, 14 Dec 2011 17:43:00 +0000

Survey results released in August by the American Red Cross revealed some pretty high expectations for the public in terms of how quickly they expect a response during a disaster. This key finding really stood out: "For those who would post a request for help through social media, 39 percent of those polled online and 35 of those polled via telephone said they would expect help to arrive in less than one hour."

Obviously, we live in an information overload, immediate gratification environment when it comes to information, due in no small part to social media and the incredible wealth of online information we have at our disposal. More importantly, people are increasingly viewing social media as a viable means of getting emergency assistance.

At Memphis Light, Gas and Water, one thing we do is to regularly remind customers what they can and can't do through social media (i.e., reporting outages, emergencies, etc.). We also sign on and off every day on Facebook and Twitter, so that customers know when we're available to help answer questions. That helps, though more so during normal business operations than when we're in crisis mode.

How are you dealing with managing social media and meeting these lofty expectations?

Early Bird Deadline for NAGC Blue Pencil & Gold Screen Awards: Dec. 9

noreply@blogger.com (NAGC) — Fri, 02 Dec 2011 18:50:00 +0000

Download the Call for Entries

Early bird deadline: Dec. 9, 2011
Final deadline for entries: Jan. 20, 2012

Publications
Media Relations
Photography
Graphic Design
Video, Multimedia
Electronic Communications
Branding/Rebranding
Social Media

Take advantage of special discounts by renewing your NAGC membership or becoming a member today!

Ideas for NAGC Board Retreat Friday?

noreply@blogger.com (NAGC) — Wed, 30 Nov 2011 20:03:00 +0000

The NAGC Board will conduct its annual retreat on Friday in Falls Church, VA. We're going to spend the day discussing the past, present and future of NAGC. The agenda includes:

Revising board positions
2012 NAGC Communications School
Blue Pencil/Gold Screen Awards
A new mentoring program
Educational opportunities for members
Partnerships
NAGC Website redesign

What are we missing? Thoughts?

On another note, have you checked out the NAGC Linked In Group lately? We're up over 500 members now, and recently we've had a lot of activity. Discussion, shared insight and ideas involving:

Social Media Archiving
Penn State Scandal
Disaster Response After Tornadoes in Missouri and Alabama
An LA Utility Feeling Some PR Heat

Join the group and wade into the conversation!

NAGC: Good Communication…Good Government

Call for Speakers: 2012 NAGC Communications School

noreply@blogger.com (NAGC) — Tue, 29 Nov 2011 17:23:00 +0000

Tell Your Story!

NAGC announces its “Call for Speakers” for the 2012 Communications School, Government Communicators: Telling America’s Stories, in Arlington, VA, June 5-8, 2012. We are looking for half-day pre-conference training workshops and 60-minute breakout session presentations.

Topic areas of interest:

Working with Media
Responding to negative press
Strategic Communication Plans
Communicating on Sensitive Topics
Contingency Plans & Preparing for Disaster
Emerging Technologies
508 Compliance
Advances in Social Media
In-House Photography & Video Production
Old School & Traditional Communications Tools
Leadership
Creative Storytelling
Understanding Generational Differences
Surviving the Approval Chain
In-House Style Guides

·Download the abstract submission application at www.nagconline.org. Submit your presentation abstract by 5pm ET on December 9, 2011.

If you have any questions feel free to contact us at info@nagconline.org.

Know a great speaker? If you have heard a great speaker on one or more of these topic areas of interest let us know at info@nagconline.org. Please try and provide as much contact information as possible with your speaker recommendation.

National Association of Government Communicators

(NAGC) Headquarters

201 Park Washington Ct.

Falls Church, VA 22046

P: 703-538-1787

F: 703-241-5603

info@nagconline.org

www.nagconline.org

NAGC: Good Communication…Good Government

Mark your calendar:

June 5-8, 2012 – NAGC Communications School, Sheraton National Hotel, Arlington, VA

Water district orders PR consultant to halt use of News Hawks site

noreply@blogger.com (NAGC) — Thu, 17 Nov 2011 16:27:00 +0000

Water district orders PR consultant to halt use of News Hawks site

Yike's. This story about a PR firm working for Central Basin Municipal Water District in Los Angeles caught my eye. Let's say that you are in charge of their communications for a day. What do you do?

Your Thoughts on the Penn State Scandal and Response?

noreply@blogger.com (NAGC) — Thu, 10 Nov 2011 15:22:00 +0000

This issue has been burning up the newswires this week. From a communications and media relations standpoint (and more importantly, from a moral standpoint), the university has been panned. This author shared her takeaways. What are yours? How would you have handled it?

We've started a discussion on the NAGC LinkedIn group as well.

Call for Speakers: 2012 NAGC Communications School

noreply@blogger.com (NAGC) — Wed, 09 Nov 2011 14:56:00 +0000

Interested in presenting at the 2012 Communications School?

NAGC announces its "Call for Speakers" for the 2012 Communications School, Government Communicators: Telling America's Stories, in Arlington, VA, June 5-8, 2012. We are looking for half-day pre-conference training workshops and 60-minute breakout session presentations.

Topic areas of interest:

* Working with Media

* Responding to negative press

* Strategic Communication Plans

* Communicating on Sensitive Topics

* Contingency Plans & Preparing for Disaster

* Emerging Technologies

* 508 Compliance

* Advances in Social Media

* In-House Photography & Video Production

* Old School & Traditional Communications Tools

* Leadership

* Creative Storytelling

* Understanding Generational Differences

* Surviving the Approval Chain

* In-House Style Guides

* And others

Download the abstract submission application at www.nagconline.org. Submit your presentation abstract by 5pm ET on December 9, 2011.

If you have any questions feel free to contact us.

Know a great speaker? If you have heard a great speaker on one or more of these topic areas of interest, please let us know. Please try and provide as much contact information as possible with your speaker recommendation.

FCC and FEMA to Test Emergency Alert System Tomorrow

noreply@blogger.com (NAGC) — Tue, 08 Nov 2011 16:02:00 +0000

· The Federal Communications Commission (FCC) and the Federal Emergency Management Authority (FEMA) are planning the first Emergency Alert System (EAS) nationwide test, which will take place at 2:00 PM (EST), Wednesday, November 9, 2011. The test will last approximately three (3) minutes. Normal programming will return following the test.

· FCC and FEMA are conducting a public relations campaign utilizing print, broadcast, and other media to prepare the public for the test and the fact that a “live” alert code is being used. If you are part of an organization, below is a draft article that could be used for use in your group’s newsletters, telephone trees, blogs, meeting announcements, or any other way your group uses to communicate important information.

· The November 9 test will utilize a “live” national alert code, i.e., a coded message that will make it appear as an actual emergency announcement, not a test. This is necessary in order to allow FCC and FEMA to test the actual working order of EAS equipment and the state of readiness of EAS operators and participants.

An audio message will precede the alert message announcing that the exercise is a Test Only. Other information will be broadcast after the test concludes.

· Additional information about the test is available at the FCC’s website www.fcc.gov/nationwideEAStest.

TV EMERGENCY MESSAGE ON NOVEMBER 9, 2011 IS ONLY A TEST!

YOU DO NOT NEED TO TAKE ACTION!

ONLY A TEST. On November 9, 2011, at 2 PM Eastern Standard Time (EST), the Federal Communications Commission (FCC) and the Federal Emergency Management Agency (FEMA) will conduct the first-ever nationwide test of the Emergency Alert System (EAS). At that time, an announcement will come on every TV and radio channel indicating that there is an emergency. This is only a test! Please do not be alarmed when you see this test. You do not need to take any action.

The purpose of this test is to assess how well the EAS can alert the public about dangers to life and property during certain national emergencies. Although the FCC and FEMA are taking steps to ensure that everyone has access to the announcements made during the test, some people watching cable television (as well as some others) may only receive an audio (not a visual) notice that this is a test. Both agencies are now working to ensure that you are aware of the test so that you understand that this is not a real emergency.

What is the EAS? EAS alerts are sent over the radio or television (broadcast, cable and satellite). State and local emergency managers use these alerts to notify the public about emergencies and weather events, such as tornadoes and hurricanes. EAS can also be used to send an alert across the United States in the case of a national emergency. It is common for state and local EAS tests to occur on a weekly and monthly basis. But there has never been a test of the nationwide system on all broadcast, cable, satellite radio and television systems at the same time.

The purpose of the November 9^th test is to see how EAS would work in case public safety officials ever need to send an alert or warning to a large region of the United States. If a major disaster such as an earthquake or tsunami occurs, EAS could be used to send life-saving information to the public.

What will be different about this EAS test? The nationwide test conducted on November 9^th may be similar to other EAS tests that you may have seen in the past. These have an audio EAS tone and a message indicating “This is a test of the Emergency Alerting System.” But this nationwide test will last a little longer: around 3 minutes. In addition, due to some technical limitations, a visual message indicating that “this is a test” may not pop up on every TV channel, especially where people use cable to receive their television stations. For these reasons, the FCC and FEMA are taking extra steps to educate the public, especially people with hearing disabilities, that this is only a test.

For more information about how this EAS test may affect you, please visit: www.fcc.gov/nationwideeastest.

Federal Communicators Network Offers Blue Pencil/Gold Screen Workshop

noreply@blogger.com (NAGC) — Fri, 04 Nov 2011 20:18:00 +0000

Are you a federal employee and want to know more about NAGC's Blue Pencil & Gold Screen Awards? Attend the Federal Communicators Network's "How to enter NAGC's Blue Pencil & Gold Screen Awards Competition," November 10th at 9 a.m.

Department of Transportation

1200 New Jersey Ave. SE (Navy Yard Metro) - Rm 6

Washington, DC 20590

Register at http://how2enter2012nagc.eventbrite.com or call in:

US Toll Free Access#: 1-877-366-0711

Participant Passcode: 82194997#

How is Your Communications Area Organized?

noreply@blogger.com (NAGC) — Thu, 03 Nov 2011 17:56:00 +0000

Jina Gaines of the City of Virginia Beach is doing some research into how government communications departments are structured. Her questions are below.

Which communications structure does your organization subscribe to (centralized vs. decentralized)? By centralized I mean there is coordinated messaging from a department of communication/public affairs office and within that department/office there are representatives/account executives that see to the communications needs of individual departments/offices/programs. By comparison, a decentralized communications structure is one in which the public affairs/public relations/media person operates more independently and communications decisions are largely made at a departmental level without oversight from a central office.
How does your structure work? How are communicators organized and what are their responsibilities?
Do you think the method you are currently using is effective/efficient? If so, please explain. If not why not?
How has your communications structure affected branding? Do different departments have different logos, slogans, taglines, etc.?
Have any issues/problems arisen that are attributable to how communications are carried out (whether centralized or decentralized)?

NAGC: Good Communication...Good Government

It's Blue Pencil/Gold Screen Time Again!

noreply@blogger.com (NAGC) — Thu, 27 Oct 2011 17:25:00 +0000

2012 Blue Pencil & Gold Screen Awards Competition Call for Entries
How to Submit a Winning Entry Teleconference

Be recognized! Enter your best work in the National Association of Government Communicator’s 2011 Blue Pencil & Gold Screen Awards Competition. This annual international awards program recognizes superior government communication products and those who produce them. Complete details and entry forms are available at www.nagconline.org.

This year there are 41 categories to choose from, including new categories for Blogs, Facebook, YouTube and Best 140 Characters. These enhancements have been made to reflect the changing ways in which we communicate with our audiences. Enter as many categories as you choose in the Blue Pencil & Gold Screen Awards Competition. The number of opportunities to share your best work, innovation, creativity and use of technology may surprise you. One winner will be awarded Best in Show!

The following examples show the range of categories for entering your best work:

Publications
Media Relations
Photography
Graphic Design
Video, Multimedia
Electronic Communications
Branding/Rebranding
Social Media

Winning Tips
Join past winners and judges for the “How to Submit a Winning Entry” teleconference on Thursday, November 3, 2 pm ET. Visit www.nagconline.org for further details.

Get More Involved—Volunteer to be a Judge!
In addition to entering the Blue Pencil & Gold Screen Awards Competition, you can also get involved by volunteering as a judge. Judges will be assigned to categories in which they have not submitted an entry. Contact us for more information, info@nagconline.org.

Meeting Murphy

noreply@blogger.com (NAGC) — Tue, 11 Oct 2011 21:39:00 +0000

Meeting Murphy
By John Verrico, Spokesman, Science & Technology Directorate
U.S. Department of Homeland Security

Setting up a high-visibility media event - especially one that involves a great deal of technological coordination - requires a lot of advanced thinking about what could go wrong. Beyond the traditional planning affiliated with any live demonstration, adding the complexity of remote
cameras, Webcasting, chemical releases, and an emergency responder training exercise offer whole new avenues to be surprised.

Here's the scenario. The DHS Science & Technology Directorate was demonstrating a new chemical sensor that can be placed inside cellphones and could warn people about the presence of deadly carbon monoxide gas and other hazardous chemicals. The sensors could not only alert the
cellphone owner, but could also contact emergency responders with detailed information about the gas concentration and location.

We set up an elaborate scenario with manikins in a "hotel room" exposed to a dangerous carbon monoxide leak. Because the gas chamber had to be sealed off and we couldn't have people inside, we used remote cameras to capture when the cellphone in the room alerts and when the rescue squad breaks in to save the occupants.

We could not operate the remote cameras wirelessly because of signal dead zones at the fire fighter training center, so we ran cables between the buildings. We conducted multiple dry runs, testing all the equipment and connections and everything was perfect for the event.

So now we have several dozen people in a conference room, including television cameras, and several hundred more watching live on our Webcast. After being subjected to a series of scientific presentations about the development of the technology and all the obligatory partnership thank you messages, the crowd was ready for some action.

The gas built up in the room, the cellphone called for help and the rescue squad was deployed. Let's cut to the remote cameras to see what is going on in the "hotel room"...but the signal was distorted and the image froze for several seconds before ultimately cutting off altogether. No manner of signal pushing or gizmo tweaking would bring the cameras back on line.

No one got to see the rescue, which was the climax of the entire demonstration!

What could have gone wrong?

We checked, double-checked and triple-checked all connections and systems - audio, video, lighting, mult-box, etc. We had foul weather contingencies in place - although we never needed them because the sky was clear and sunny with only the slightest breeze. We had alternate people on stand-by in case someone became ill or missed their cue. We rehearsed several times. It just didn't make sense!

It was, of course, the one thing we never considered. And we didn't discover the answer until later that day when we were cleaning up everything. That's when we found the teeth marks in our cable to the remote cameras.

As we rolled up the damaged cable, muttering expletives under our breath, an inquisitive (and apparently hungry) squirrel chitterred at us from atop a nearby telephone pole.

As I realize that we cannot think of every contingency, I will always remember that sound as squirrel laughter.

We named him Murphy, but we aren't sure if he's related to another squirrel that's currently creating mischief in the baseball world.

John Verrico also serves as the Professional Development Director for the NAGC Board of Directors.

The Latest from NAGC

noreply@blogger.com (NAGC) — Mon, 26 Sep 2011 19:05:00 +0000

Mark your calendars: NAGC will hold its 2012 Communications School in Arlington, Virginia, on June 5-8. As more plans unfold, you'll be able to find out more at www.nagconline.org.

Meanwhile, there have been a number of interesting links and discussions posted recently on NAGC’s various social media sites.

A YouTube video chronicles Morris County, New Jersey and its social media efforts during the Hurricane Irene response.

Patrick Rafferty of RaffertyWeiss Media posted a link to an article about the documentary "Rebirth," which features interviews with 9/11 survivors.

What’s Your Social Media Plan if Disaster Strikes? Sandy Levine posted a link to this interesting article.

On the flip side, is social media during emergencies an unrealistic expectation? Leonard Sipes examines this in depth.

Social Media as a Credible News Source?

noreply@blogger.com (NAGC) — Wed, 14 Sep 2011 19:08:00 +0000

Still a little ooky about social media? Well, believe it or not, social media is a major element of news nowadays.

In recent weeks, as the Washington DC area was pummeled by an earthquake,
multiple aftershocks, Hurricane Irene, a couple of small tornadoes and
unprecedented flooding from the remnants of Hurricane Lee, news gatherers were turning to Twitter and other social media sites as sources of news.

The news anchors and weather reporters on every network would pull up a
Twitter page and actually read tweets as part of the newscast. The tweets were considered to be accurate, credible reports of damage, rising
waters, downed trees and power lines, and other issues.

During the height of Hurricane Irene, the FOX affiliate compared tweets from
different areas to identify how those areas were being affected by the
storm. For example, people on Maryland's Eastern Shore were talking about
high waves pounding the waterfront, folks in Prince George's County were
tweeting about power outages, Southern Maryland residents were concerned
about high winds and parts of Washington DC were astir with rising rivers.

The utility companies and emergency responders were paying attention to the
social media reports as well and many were interacting with customers via social media.

Who would ever have expected that 140 characters could make so much of a
difference? Is your agency on board?

And what about accuracy and squelching rumors?

This is a potential topic for a session at the NAGC Communications School in
June 2012. What do you think? Is this something we should pursue?

Local Government Communicators Use Online Tools to Provide Irene Updates

noreply@blogger.com (NAGC) — Mon, 29 Aug 2011 17:54:00 +0000

After a weekend that saw the Eastern U.S. get hammered by Hurricane Irene, a number of government entities have stepped up their communications in order to reach the public. The advent of smart phones has made it possible for many people to use their phones to continue to get information during disasters, making online updates more important than ever. The National Hurricane Center and Ready.gov have done a great job of disseminating information at the national level. A couple of good local government communications examples in Virginia that caught my eye: the websites for City of Alexandria and Arlington, respectively. The Alexandria site has brief updates front and center on a variety of topics related to both the hurricane and last week's earthquake. This info is supplemental in more real-time fashion by the city's Twitter page. Arlington's Newsroom page has been updated frequently with brief but essential bits of info. Arlington is also using social media to help in real time, answering questions about a variety of hurricane-related subjects on its Facebook page. The Facebook page includes a link to a YouTube video detailing damages as well as a slideshow from the county's Flickr page.

Have you seen some great communications examples from the hurricane? If so, please share them!

Charlotte Fire Department Embraces Online Video Revolution

noreply@blogger.com (NAGC) — Fri, 19 Aug 2011 16:21:00 +0000

Facebook and Twitter seem to get all the love, but YouTube is a great example of how online video content has changed the way we communicate.

Not soon after YouTube introduced us to skateboarding mishaps and ill-advised backyard wrestling stunts, the light bulb went off for many businesses and government entities as they began to realize how valuable this ability to post and share video content could be. Enhancing video sharing is the ease of using and low cost of purchasing video recording technology. You can record and upload a video on your smart phone in just minutes! You can raise the video quality bar by purchasing a Flipcam for $100 or less.

For many agencies, this is an area of untapped potential, but the Charlotte Fire Department is taking full advantage of this opportunity to communicate with the public through YouTube and other social media.

Mark Basnight, a 25-year veteran of the Charlotte Fire Department (CFD), is the Public Information Officer for the Office of Media & Public Affairs. He recently shared his experiences and expertise as a presenter at the 2011 NAGC Communications School.

Basnight serves as co-website manager for content & design, host of the Internet-based CFD Talk Radio show, co-producer for CFD Today "Live with Chief Hannan" TV show, and is responsible for the research, development, and application of social media technology.

“We've come to understand that our audience is a very visual driven community,” said Basnight. “The Flip Cam provided us an opportunity to capture video and make it available to a broad audience in a very timely manner. YouTube is certainly one of our most popular SM applications.”

In addition to YouTube, the Charlotte Fire Department currently makes use of several social media technology and applications including:
Twitter
Yahoo Groups
Google Groups
BlogSpot (CFD News & Information)
FriendFeed
Blog Talk Radio
Delicious
Facebook (for communicating crisis messaging and safety information)
Flickr

CFD also uses Google Translate to translate blog content into various foreign languages, and utilizes Skype video conferencing via desktop and iPhones to conduct live media interviews and press briefings.

“We've used video from the flip cam to compliment after-action reports, provide news footage for local and national media, and create public service announcements,” said Basnight, adding that CFD has had more than 91,000 views of its Flip Cam videos via YouTube.

So what’s next for CFD?

“We have been working diligently with a vendor to produce a mobile application that will enhance and foster our ability to reach our audiences wherever they are,” Basnight added.
“The app will utilize some of the latest GIS and artificial intelligence technology available. We hope to make it available sometime in the last quarter of 2011.”

Basnight also serves as the Chair of the Department of Homeland Security Virtual Social Media Working Group, a member of the U.S. Fire Administration National Fire Network, and as a Disaster Response Public Affairs Officer for the American Red Cross.

He added, “One of the things I am most proud of is creating the term ‘social media cross pollination’ and the phrase ‘the message doesn't change, the way we communicate has.’"

Mark Basnight and the Charlotte Fire Department: Good Communications…Good Government.

Collaboration: A Tale of Two Floods (Part 2)

noreply@blogger.com (NAGC) — Fri, 12 Aug 2011 20:28:00 +0000

Last week, we looked at the Nashville flood of May 2010, and how collaboration between agencies helped to get quick and accurate information out to the public.

Down the road, in my neck of the woods in Memphis, we had our own flooding issues this past May. Unlike the Nashville floods, which were caused by a huge amount of rainfall over a couple of days, the Memphis flooding was slower to develop. Our situation was the culmination of heavy rainfall along the Mississippi in the spring, as well as a large volume of melting snow along the northern part of the river. Memphis was by no means alone, as the Mississippi River flooding took its toll on Illinois, Missouri, Kentucky, Arkansas, Mississippi, and Louisiana.

While a relatively small geographic section of Memphis was affected, it still was a serious blow to those in the flooded areas, and the uncertainty associated with the flooding caused a huge amount of public concern.

The Mississippi continued to rise as April progressed, and as the month ended, flooding was a forgone conclusion. The flooding became a reality in early May and on May 10, the river crested at 47.8 feet, its second highest level ever. To date, 3,282 Shelby County residents have registered for disaster assistance from the Federal Emergency Management Agency (FEMA).

As a utility, the flood brought new challenges for us. In April, we were hit by three separate large storms that knocked out power to 50,000+ customers each time. We had never experienced more than two storms of that size in a year previously. For outage restoration, our communications are both proactive and reactive, and we use a variety of mediums to keep customers updated. In short, it's a response system we're very familiar with. The flooding was a very different creature.

MLGW was more of a supporting cast member in the flood response, but it seemed that rumors and emerging issues kept popping up, increasing the unpredictability factor. Our communications included:

Information about areas where we were shutting off utilities due to the flooding.
A YouTube video showing customers how to turn off their gas services if they were evacuating.
Safety information about water damage to electric outlets, reporting gas leaks, and more.
Assuring the public that our water pumping stations were all above the flood areas. A downtown water main break really didn’t do us many favors at one point, with customers in one neighborhood associating the discolored water with flood water contamination!

Collaboration with other agencies became extremely important to our messaging during this time. We had to pass along information like road closures to help our employees navigate their way around town. For customers, we also passed along information from the Shelby County Code Enforcement department, Emergency Management Agency, the city and the county. Having quick access to accurate information from these entities was a tremendous boost to our efforts.

At the center of the communications coordination for the Memphis flooding was Steve Shular, Public Affairs Officer for Shelby County , Tennessee. For Shular, his goal was to “ensure the public had the latest and most accurate information. To accomplish this, news releases were written in bullet points with specific information linked to particular parts of the emergency. For example: flood conditions, homes damaged, shelters opened, people rescued, health concerns, etc.”

To coordinate the response from multiple agencies, all agencies involved in the flood reported to the Shelby County Office of Preparedness Emergency Operations Center to share facts and statistics before they were released to the public.

In terms of sharing information with other entities, Shular said his goal was simple: “Ensuring the public knew the dangers of the flood so they would have adequate time to act. It was also vital to keep information flowing about the response and recovery effort through daily updates broadcasted and delivered each morning, afternoon and evening during the crisis.” Weekend updates were also provided, allowing for other agencies to have continual accurate information about the flood response. Shelby County also created a special phone number and e-mail address for citizens to call that helped them get answers and info.

One of the key communications components for Shelby County during the flood was a special website the agency developed, www.staysafeshelby.us. The website was staffed by an on-site webmaster who immediately posted news releases and other information, and the site became a central source of flood related information for the public.

In reflection of the lessons learned from the flood, Shular said, “We learned that information technology and a spirit of openness by the Director of the Office of Preparedness determined much of our success.”

He also saw some opportunities to improve, stating “for the next community crisis, we'll have some additional people cross-trained to check/field messages and answer the large volume of calls that we’d expect.”

Shelby County, Tennessee: Another example of Good Communications....Good Government

Collaboration: A Tale of Two Floods (Part 1)

noreply@blogger.com (NAGC) — Tue, 02 Aug 2011 20:38:00 +0000

Over the course of the past year and a half, we’ve seen a number of natural disasters in the U.S., particularly in the South. Tornado and storm outbreaks, along with flooding, have carved a broad swath of damage. For government communicators, these types of events are extremely challenging when it comes to disseminating information quickly and accurately. In these situations, collaborating with other agencies and communicators is essential.

One example is the flooding that hit Nashville in 2010 after heavy rains drenched the area the first two days of May. The record setting rainfall approached 20 inches in some areas during that two-day period, and the Cumberland River reached its highest level since 1937. The heavy flooding that ensued was responsible for the deaths of 10 people in Davidson County (21 total fatalities were reported in Tennessee). Downtown Nashville was flooded heavily, and Davidson County was declared a Federal Disaster Area on May 4.

As the sole Public Information Officer for Nashville’s Metro Water Services, Sonia Harvat has her hands full even under normal conditions. She’s literally a one-person PR department, which isn’t unusual in our line of work. Metro Water Services provides water to more than 174,000 homes and businesses in the Nashville area, and is also responsible for collecting and treating wastewater and providing stormwater services.

“Throughout this crisis, I felt the most important message for us was ensuring that our customers knew that their drinking water was safe and encouraging water conservation due to the fact that we had lost one of our two water treatment facilities,” said Harvat.

However, in addition to her duties as PIO of the water company, she was also part of the PR team in the Office of Emergency Management "war room.” The team was responsible for disseminating information from all of the agencies represented at the emergency center. This included collaborative news releases that included information from all of the agencies.

Harvat says that collaborating on these news releases helped cut down on (not eliminate) rumors and speculation.

“It was not uncommon to send out a 10–12 page press release and at least three releases were sent a day.”

Harvat found information from several entities to be critical to her own communications:

Power outage updates for water/sewer facilities from Nashville Electric Service.
Information from the National Weather Service and Corps of Engineers was instrumental in determining areas to evacuate and in planning sand bagging operations.
The Sheriff’s Department and certain volunteer organizations provided the manpower necessary to sandbag the Metro center levee and critical infrastructure.
The Metro Planning Department provided GIS services and maps instrumental to response and recovery.

In return, she provided critical information to other agencies:

Road closure information to the fire and police departments to assist with emergency response.
The fire dept also looked to Metro Water regarding water availability in the event of a fire.
Continuous communications with the Metro Health Dept regarding the safety of the tap water and service availability for hospitals, etc.
Sharing of information with outside organizations such as environmental groups, advertising agencies and the restaurant association that proved instrumental in helping spread the word regarding water conservation.

One stroke of good fortune for Harvat was placing the agency’s Director, Scott Potter, in front of the camera and convincing him to speak directly to the public rather than reading a prepared speech. This gained the communities’ trust and understanding.

Another lesson learned was in how the agency connected with the community. For example, Director Potter went days without a shower, even as he spoke at one press conference after another urging customers to conserve water. As a result, said Harvat, “the community understood that Metro Water Services was affected by the flood just as they were – we were in it TOGETHER.”

“We used all the resources at our disposal in reaching out to the public and found that the community was more than willing to help,” Harvat observed, giving examples such as public service announcements on local radio stations, an ad agency that designed and posted free billboards, and taking advantage of community groups and homeowners associations willing to spread valuable information.

“There is no such thing as too much information or too many forms of communication,” added Harvat.

Metro Water Services: Another example of “Good Communication… Good Government.”

Next Week: Part II as we examine how Memphis responded to flooding in May 2011.

Movin' On Up...

noreply@blogger.com (NAGC) — Thu, 21 Jul 2011 17:58:00 +0000

We'd like to periodically salute government communicators who have recently received promotions or appointments, as well as post job opportunities in the field. If you have any news of this nature to share, e-mail me at gthomas@mlgw.org.

NAGC congratulates our fellow communicators in the U.S. Navy and Navy Reserve who were recently selected for promotion:

To the rank of Lieutenant Commander (active duty)

LT Charity Hardison, Naval Service Training Command

LT Zach Harrell, Navy Public Affairs Support Element West

LT Paul Macapagal, CHINFO

LT Stephanie Murdock, U.S. Strategic Command

To the rank of Lieutenant Commander (Navy Reserve)

LT Kristine Garland, Naval War College (also a Booz Allen Hamilton contractor with the U.S. Department of Homeland Security at the Plum Island Animal Disease Center)
LT Ralph Hooper, Joint Public Affairs Support Element
LT Heather Paynter, CHINFO

To the rank of Mass Communications Specialist Chief Petty Officer (Navy Reserve)

MCC (Sel) Johnny Michael, Fleet Forces Command

MCC (Sel) Wendy Wyman, Expeditionary Combat Camera

MCC (Sel) Eric Beauregard, Expeditionary Combat Camera

MCC (Sel) Oscar Troncoso, Expeditionary Combat Camera

As our Navy friends say, “BRAVO ZULU!” Congratulations!

Secretary Panetta Announces Appointments to Key Defense Public Affairs Posts

Defense Secretary Leon Panetta recently announced the appointment of two well-known and respected government communications professionals to key Department of Defense public affairs positions.

George Little, who served as director of public affairs during Panetta's tenure as CIA director, moves to the Pentagon to be deputy assistant secretary of defense/press secretary.

Capt. John Kirby, currently special assistant for public affairs for Adm. Michael Mullen, chairman of the Joint Chiefs of Staff, will become deputy assistant secretary of defense/spokesman and director of media operations.

Kirby and Little will fill top slots in the department's Office of Public Affairs, headed by Assistant Secretary of Defense for Public Affairs Doug Wilson, the department's senior communicator.

"I am honored that these two talented individuals have decided to join my team and serve our department and our country," said Panetta. "I look forward to working with them in the weeks and months ahead."