Last week our team watched horrific events unfold in the community that most of us live, work and play in. After a shocking week we are starting to come out of our fog and return to what now accounts for normal. And while this event is still very personal for us, among the many articles we read last week here are two that we wanted to share with you. Both talk about how the event was managed and are particularly insightful and aligned with how we think of emergent/community management.
Boston’s hospitals performed spectacularly last Monday. The size and type of explosion meant that ‘normal’ emergency procedures – which were command based – could not be executed as intended. But what happened is that because hospital staff were both highly trained and understood they needed to take individual responsibility and initiative, they self-organized in a way that very efficiently triaged incoming patients. It’s an amazing story of what happens when you stop trying to control people and let them do what they know how to do – last Monday would have been disastrous if hospital management had tried to be the bottleneck and do all the organization and assignments.
This article is somewhat similar but focuses on how the police department choose to crowdsource information instead of controlling it, thereby aggregating and analyzing information with far greater speed than they otherwise would have been able to, also by giving up some perceived control.
We often talk of the power of community on this blog. Both these articles and the actions of so many last week showed what that can mean in real life, extremely fluid situations. We were very impressed and proud of how everyone in Greater Boston responded and quickly self-assessed what their most effective role was (which in most cases was simply to stay out of the way) and self-organized to participate as appropriate.
Here are a few more interesting articles for Community Managers:
Six Keys to Tweeting and Sharing During a Crisis
Good tips for businesses and brands during a crisis
Social Media Plays Role in Response to Marathon Bombing
Ways social media was mobilized to connect those in need with services and information immediately after the event.
Social Media In Emergencies
Good read on business social media etiquette and how social can be used to communicate with employees in chaotic times.