About the Webinar: How does the landscape of social media conversations shift throughout the course of a disaster? When do disaster survivors experience the greatest points of frustration, anger, joy, or sadness? While every disaster is unique, FEMA’s Office of External Affairs identified general patterns in online behavior over the course of many disaster responses and created a Survivor Experience Map. Some of the largest corporations in the world create user experience maps to better understand pain points in their customer service process. FEMA combined this concept with their social media listening efforts to better understand the hurdles survivors face throughout the preparation and recovery process. Now, the agency not only responds better in the moment, but can also better anticipate survivor information needs. This presentation will review the Survivor Experience Map and demonstrate how a robust social listening program has helped this federal agency better understand and serve disaster survivors.
Downloads: Disaster Survivor Online Conversation | presentation
About the Speaker: Sara Smith is the Social Listening Specialist for the Federal Emergency Management Agency (FEMA). She works in the Public Affairs Division where her listening reports help give a voice to survivors, identify misinformation on social media, and inform strategic messaging. Sara has been doing this type of work for six years and is dedicated to making social listening a standard part of disaster response for both operations and communications. Prior to working at FEMA, Sara was a part of the Division of Fusion in the Office of the Assistant Secretary for Preparedness and Response (ASPR) at the Department of Health and Human Services (HHS). Sara spent her time at Fusion conducting social listening for public health emergencies. While there, she also published research on the use of social media to fill traditional data gaps and the methodology of dynamic social listening search strategies.