October 18, 2013 at 2:06 pm #180387
Conor Cusack, MPAParticipant
This past October I had the privilege of attending Cloudforce 2012 in New York City. There, I was able to witness first-hand the power and seamless cross-platform communication of the Salesforce.com Social Media Command Center for business (check out more here).
The Center was a fantastic blend of media platforms designed to curate, organize and disseminate real-time information including text messages, tweets, imagery, in addition to report generation and high-definition visual display.
At Cloudforce, The topics addressed by the Command Center included “gender breakdown, geographic breakdown, volume of conversations, most talked about speakers, and most mentioned brands.”
I watched in awe and imagined the impact that this tool could have upon government agencies and school districts, particularly in time of crisis or emergency response. I have spent the bulk of my career working in government and schools, and would welcome an opportunity to see a Command Center designed solely for crisis prevention, mitigation, intervention, and response.
The opportunities for a Social Media Command Center within government and schools are limitless. Agencies have the ability to share information and communications like never before.
I envision police departments electronically tracking and geospatially mapping arrests and crime patterns, and getting this information to officers in real-time. Aerial video and thermal imaging projections of suspects at large or victims trapped in a building could be distributed and shared among the rank and file as soon it was captured digitally.
The same could apply to fire departments; only instead of arrests and patterns of criminal behavior, firefighters would be able to download locations of fires, hazardous materials incidents, traffic accidents and EMT victim transport. The shortage routes of triage for victims between injury and the closest medical centers could be made available.
School districts would also benefit via Social Media Command Centers. In addtion to crisis response, centers could be used for internal communications inlcuding attendance rates, truancy,and frequency of student suspensions. If a need arose for shelter-in-place or lockdown, administrators could communicate with the necessary community stakeholders more effectively and efficiently than ever.
Social Media Command Centers would prove invaluable in terms of dynamic interagency communication and planning. Virtual tabletop training simulations for many types of emergency or incident could be rehearsed using the Command Center.
These electronic simulations would not, of course, supplant the necessity for real training or actual intevention in the field, but I am confident that they could reinforce many of the tactics, protocol, policies, and procedures already in place for crisis prevention and response.
As social media becomes ubiquitous, and its involvement in mass casualty incidents more prevalent, I believe that this incredible Salesforce tool that has been modeled for business could be modified for government agencies and might help prevent injuries or loss of life as a result.
For more information on the power of Social Media Command Centers, please visit: http://www.salesforcemarketingcloud.com/resources/ebooks/10-examples-of-social-media-command-centers/
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