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Clip: "It would be naive to give the impression that there are no issues with this “crowd sourcing” approach to disaster communications and recovery. Panic can be spread using these tools just as effectively as support can. Lack of knowledge or inappropriate unofficial responses can distract attention and cause inefficiency. However the most effective answer is to combine both the formal and the informal approaches. Those responsible for managing official channels and official responses should also be connected into the social media world and its networks. This gives them the opportunity to represent the official line, help direct activity, and input a strategic viewpoint to help the network towards a collectively more successful outcome. Trust is a big issue in any communication with staff and if anything even more so in times of stress and anxiety. People will invariably turn to the sources of information that they trust the most and increasingly this may not be the official sources
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Clip: "…. the lessons translate well to social media because, like Indian traffic, it looks like complete chaos to the untrained eye.
The good news is – it does self-organize. Here's how:
* One person has no hope of managing it which means everyone has to play their part. In traffic, everyone identifies gaps and fills them. If you tried to put a western traffic cop in Indian traffic, they would get run over.
* By understanding cultural cues, the noise starts to make sense. The honking in Indian traffic actually has patterns, for example three short beeps is to indicate that you are right behind someone and passing. By understanding these queues, you can avoid accidents.
* Cows are sacred and unpredictable. Just go around.
* There is no auto insurance in India so if you screw up you are going to get hurt. You pick yourself up, wipe yourself off, sort it out with the other driver, and move on
* Suspend your disbelieve. It all kind of works… go with the flow .."
