Struggling with what comes after “instant news,” I’ve tried to come up with a way of describing the dramatic change in real time information sharing that was powerfully demonstrated in the Boston manhunt. For better or worse, I’m using “NanoNews” to describe it.
I created a video in lieu of an in-person presentation I was invited to make at the National Capital Region’s Social Media in Emergencies conference. That presentation was just concluded so now I’m sharing this with you.
In 2001, when I wrote the first version of “Now Is Too Late: Survival in an Era of Instant News” I used the term instant news to help communicate that news cycles were gone, that as fast as news helicopters could get overhead the news of your event or disaster would be live on the air. I was thinking of the ubiquitous breaking news as well as the already emerging trend of sharing information via the Internet—at that time primarily through email.
But compared to the “instant news” we have today, “breaking news” corresponds more to snail mail. It’s practically dead and gone, and not just through over-use. When millions are tuned into the police scanner chatter broadcast live through Ustream or converted into a Reddit thread using websites like Broadcastify or scanner apps like 5_0 Scan, it’s obvious that breaking news can’t keep pace. By the time even the fastest news crews get the information from such sources, and relay it, it will be minutes old—and minutes old is unacceptable when you could have real time information.
Nano News is almost certain to grow. Mobile smartphone use continues to grow. Over one billion worldwide and a hundred million in the US. That number will grow. And though they are called “smartphones” telephone use is actually quite small and diminishing—this report shows how these devices are actually used.
In the video I suggest that this widespread use of mobile devices to access events of interest constitutes a form of teleportation. Your senses, your ability to experience, is transported to the scene through the ever increasing use of real time information sharing usually from the “crowd” or non-professional sources.
The implications for emergency and crisis communications are immense. I was quite surprised to see a new study from PwC, which according to a press release of August 8: “more than half of the respondents – 57 percent – do not officially use social media as a crisis management resource. For companies that have begun integrating social media into their crisis management efforts – Facebook and Twitter cited the most often – not all are seeing improvement in their capabilities. Thirty-eight percent of survey respondents are modestly leveraging it as a tool, but not necessarily seeing improvements in their capabilities, whereas eight percent of respondents believe that social media has become an enabler for their organization to proactively identify and respond to crisis events. “
That is quite stunning to me—raises a question as to whom within the organization the questions are addressed—IT?
In the video I made several observations which generated some comment and discussion with the group gathered in DC. One is that today in crisis communication you can NOT be fast enough. Only if facts or details are completely hidden (almost impossible these days) can you really control what goes out and when. If you can’t provide the relevant information what can you do? You can make sure what is said and gets traction is correct. Rumor management is job one. And it requires great speed, which means that Twitter is the numero uno media management tool. It’s not the only tool to use to be sure. But if you want the media and most informed public to know the truth, you better know what is being said and be very quick in correcting false information.
It seems the biggest issue confronting communicators is approvals. We had some valuable discussion about that during the conference and I was quite pleased to see that the separation of incident/response facts from organizational messages seems to be taking hold. Not everything to be released needs the same level of approval. As one pointed out, it requires trust in the PIO—but also a clear understanding prior to the event about releasable facts vs. key messages requiring approval—and the vast gray area between.
The experiment in presenting and discussing with a crowd across the country through Hangout went very well I thought (I’ll have to hear from those who were there). I think this will be far more common in the future. As is the case with these events it was helpful for me to learn from those who are practicing this stuff every day. But the discussion only confirmed that NanoNews is a vital reality and it is one that progressive communicators and emergency management leaders are coming to grips with—and that is good news.