Social Media Command Centers Create Influence and Trust in a Crisis Situation
Commanding Influence – Social Media Command Centers in a Crisis Situation
This year at the 2013 International Crisis and Risk Communication Conference, Firestorm had the opportunity to attend an outstanding presentation on Social Media Command Centers. We are pleased to now have the opportunity to share this superior content with you.
On May 5, 2013, 2-3 PM Eastern, Jim Satterfield, Firestorm President will host research co-authors, Dr. Karen Freberg, and Major Kristin Saling.
Crisis communicators and their emerging media team must anticipate the communication needs and expectations that come with a crisis event offline and online across multiple platforms (computer, tablet and smartphone). Social media and social media command centers provide the pinnacle of networked communication and dialogue, relationship management and information and dissemination in digital and mobile environment. However, there is a gap in the literature in exploring the social media command centers that collect and interpret these findings in crisis communications. It is important to determine the proper design and function of the social media command centers that monitor, listen and evaluate the conversations and information surrounding the crisis situation.
As social media command centers continue to emerge, the vital functions and requirements they must meet have not been fully defined. What must a social media command center do to meet all the needs of the crisis communication team in order to engage conversations, monitor and listen during a crisis situation?
Dr. Karen Freberg is an assistant professor in Strategic Communications at the University of Louisville. In addition to this teaching experience, Freberg has presented at several U.S. and international research conferences, including ones in Australia, the Netherlands, Brazil, Greece, Italy and China. Freberg also worked in public relations for Total Media in Cape Town, South Africa in 2007 with clients in the fashion and consumer industry.
Freberg is also a research consultant in social media and crisis communication with several organizations and agencies such as DHS, CDC, National Center for Food Protection and Defense (NCFPD) and the Colorado Ski Association. Freberg’s research has been published in several book chapters and in academic journals such as Public Relations Review, Media Psychology Review and Health Communication. She also serves on the editorial board for Psychology for Popular Media Culture and Case Studies in Strategic Communication (CSSC).
Before coming to the University of Louisville, Freberg earned a Ph.D in Communication and Information at the University of Tennessee and a Master’s degree in Strategic Public Relations at the Annenberg School for Communication at the University of Southern California. Freberg received her Bachelor of Science degree in Public Relations at the University of Florida.
MAJ Kristin Saling is an assistant professor in the Department of Systems Engineering at the United States Military Academy (USMA) at West Point. In addition to her teaching experience, Saling has presented at several U.S. and international research conferences and has published her work in academic journals such as Systems Engineering and Public Relations Review. She is also an independent consultant in systems engineering and risk analysis.
Before coming to USMA, Saling earned a Master of Science degree in Systems Engineering from the University of Virginia in May 2011 and a Master of Science degree in Engineering Management from the Missouri University of Science and Technology in August 2005. She received her Bachelor of Science in Operations Research and her commission as a Second Lieutenant in the U.S. Army Corps of Engineers from USMA in 2001. She has nearly twelve years of experience in Army engineering operations and has served two long tours and multiple short tours in overseas combat areas.