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ISO has published a new standard on the use of social media in emergency management

Having effective communication among organizations and with the public are important aspects of emergency management. The emergence of social media, in addition to other media such as television, radio, and newspapers, has provided more communication options and enhanced communication capability, but it has also made communication more challenging.

It is important that organizations recognize their potential benefits and threads inherent when using social media in their communication strategy, including crisis communication.

The proper use of social media can improve situational awareness and communication capability and help citizens support each other. However, social media can also spread inaccurate information. Organizations that have the capability to monitor and use social media can take advantage of potential benefits and counteract potential negative consequences through proper implementation.

ISO 22329 provides guidelines for the use of social media in emergency management. It gives guidance on how organizations and the public can use, and interact through, social media before, during and after an incident as well as how social media can support the work of emergency services.

“These guidelines are applicable for organizations of any scale involved in emergency management when implementing or improving their socialRainar media activities. Smaller organizations may include volunteers or Virtual Operations Support Team (VOST) with special skills; larger organizations may cooperate with social media professionals and VOST as well” explains Prof. Dr.-Ing. Rainer Koch (Germany).

ISO 22329: 2021 Security and resilience — Emergency management — Guidelines for the use of social media in emergencies is available from ISO national member bodies. It may also be obtained directly from the ISO Central Secretariat, respectively through the ISO Store or by contacting the Marketing, Communication & Information Department.