Uses of Social Media to Inform Operational Response and Recovery During an Airport Emergency (2017) / Chapter Skim
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3 CHAPTER ONE INTRODUCTION AN AIRPORT EMERGENCY IN WHICH SOCIAL MEDIA WERE IMPORTANT: THE JFK GUNMAN SCARE The rapidity, easy access, and unmoderated nature of social media create unique challenges for airport crisis/emergency management. Reports and visual imagery, even live streaming, can reach the public through social media platforms as fast or even faster than they reach dispatchers and first responders and typically much faster than they can reach the emergency operations center of an airport.
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4 What were the consequences of the incident? Terminals 8 and 1 were totally disrupted for nearly 3 hours on one of the busiest travel days of the summer.
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5 FIGURE 2 Schematic representation of use of SM-derived intelligence into emergency management process (Source: Gottfried and Shearer 2016)
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6 end users who then do their own capture and analysis of data. An alternative approach to social listening is to do it by geographically defined areas using the geodata encoded by locations on smartphones; this is called geofencing.
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7 HOW SOCIAL MEDIA ARE BEING USED IN EMERGENCY MANAGEMENT Emergency managers can use social media in five basic ways: 1. Disseminating emergency public information directly to the impacted public.
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8 According to White (2012) several challenges exist with social media.
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9 Most airports have learned the value of social media for marketing and customer service including complaint resolution. The next step is for them to consider ways to apply their social media expertise to the informational needs of emergency management.
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