Media lessons in times of terror

Manoj ‘Night’ Shyamlan when asked how does he heightens the frightful experience in his films, replied that it was about evoking the basic human emotion – fear of unknown. It’s this fear of unknown which creates panic in terror situations like the one witnessed in Mumbai. And knowledge (information in this case) is the antidote to it. It is important that while on one hand we have National Security Guards planning a detailed and thorough rescue operation, the communications wing (don’t know if anything like this exists currently) of the government provides correct and timely information to common man.

While watching the brutal and cowardly acts of the terrorists on TV and Internet, I strongly felt that social media could have been put to better use by the official agencies. It is as much important to give out news to people as it is to evict those terrorists especially when people from all over the world have been held hostage. Mind you, by giving out news, I am not even for a second hinting at giving out NSG’s operational details!!

Social media has been blamed for spreading rumours and incorrect information. Also for sensationalizing event coverage. That’s rather unfair. Firstly there are couple of things that everyone must appreciate as a given of changing times.

Firstly, social media is here to stay. Condemning it is not the solution. Using it to your advantage is. Secondly, Internet is as important a medium as others for capturing information. The younger audience especially in Mumbai attacks was glued on to the Internet as much as their TV sets.

So what are some of the things that we could have done differently for news dissemination in times of terror?

1. Appoint a Media Manager:

The person appointed as Media Manager will be sole spokesperson for the entire crisis. For the traditional and social media he should be the one point contact for all information, queries, clarifications, requests etc. This will reduce the chaos considerably as all reporters will not run around interviewing every officer on site.

Create a separate enclosure for TV crews and if possible a section for the media manager to address the press. This will ensure that the TV cameramen don’t have to lift their tripods every time there is an update to be given. This would of course be dependent on the area and kind of terror attack. While viewing telecast of events yesterday I saw the chaos that happened when DG of NSG wanted to give a statement. All the press crew ran towards him and there was so much commotion that his address to the nation got cancelled.

2. Use social media:

I don’t want to devote too much space in this blog post on how much of social media has been used. Reports indicate that there were 80 tweets happening every five seconds on this topic in the last 3 days!! Bloggers played a key role in providing missing links to information got from TV.

The Media manager in this case would have his team who will use social mediums effectively to give out information.

Official Blog:

The official government blog could have had continuous updates on the developments on each of the 3 terrorists sites where commando operations were on.

Being an official blog, even the traditional media will check on it before voicing unconfirmed reports thereby reducing rumours.

There would be sanctity to number of casualties being quoted. Because there was no official source, bloggers updated information that they presumed was correct which in its own way added to more panic.

Several international media agencies will take information from there. By subscribing to blog feeds, whenever that blog is updated, the subscribers get an automatic update informing them on the same.

Photo and Video Sharing Sites:

The blog analogy applies over here too. Distinctly there was a need for footage to be screened out to people. During the entire coverage, each news channel claimed some sort of exclusivity of sorts. That really baffled me coz all of them were lined up together outside all the 3 terror locations. Guess it’s an attempt to gain those extra TRPs. By uploading video snippets and pictures on the official site and community, you satiate that need of the people to see what is happening. The journalist at the site can do quality reporting if the pressure on that person is reduced to show exclusive shots only.

Microblogging:

Or rather plainly put tweets as it’s become insanely famous in the last 3 days. Twitter is just one of the companies providing it. There The official tweets could have been good announcement boards to keep people abreast with the developments. For example, when the rumour of CST firing started again spread, instead of banning cable everywhere these official social media tools could have helped in informing people and press that it is a false story.

Social Networking Sites:

Along with blog, the communities created on the social networking sites could be used to give out valuable information like hospitals which require blood donation, emergency helpline numbers, donation drives, information about important institutions being closed for that period etc

Some might say that there is no time to set up all these platforms. I don’t agree. For one you just have to register only once in all these platforms. And second people who are using these will agree with me that updating information is not a more time consuming process than filming, editing and screening it on channels is!!

Also this is not about social media against traditional media. The role that the reporters performed in coverage of the terror incident is exemplary. They stood there day and night without fearing for their lives and in a lot of ways built pressure on the government for quick act. My post is more about leveraging social media along with traditional media to gain maximum advantage.

Giving out information on social media will create some sort of order and hopefully stop rumours as official version will be available for people to read. Of course one is assuming that the updates will be timely and accurate from the government side. I am sure we all agree that the family members of the hostages are way too worried to be psyched out further with misleading information.

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12 Responses to “Media lessons in times of terror”

  1. jesvin says:

    Barack Obama provided the perfect example of how to use social media. It was they first (although long predicted) US election conducted via the internet.

    Also CNN reports of the terror attacks: “It was the day social media appeared to come of age and signaled itself as a news gathering force to be reckoned with.”

    We have the power. Lets channel it to good use

  2. Windchimes says:

    I agree Jesvin. There is power in the medium – that must be leveraged!!

    Nimesh

  3. Tim Rueb says:

    Nimesh,

    I am glad you are safe. I hope your co-workers, their families and your family are safe also.

    I would like to share with you my thoughts as to why social media is not used or possibly should not be used by Crisis Management Teams (CMT). At least, not in the way you think.

    Firstly, I believe CMT are not using the new tools because there is a natural latency in this area of expertise. I think it will come around. We have seen this occur with each new technology after it has been adopted by our societies. And if we take any lessons from the medical field, it is in the time of crisis that some of the newest methods of treating the wounded are implements and finally accepted as standard practice.

    Now the bad news. The very strength you claim in your post is the weakness I would exploit if I wanted to further amplify my plans as a person seeking to implement terror. The ease of setting up and using social media is the problem with this new technology. The low cost of entry, the lack of security, the lack of information validation can be exploited to create a heightened sense of panic.

    I might be able to find a handful of idiots who want to go on a suicide mission, but I bet I can buy a bunch of people willing to spread misinformation and not lose their lives. And they can be anywhere in the world to do that.

    You stated in your post:

    “It’s this fear of unknown which creates panic in terror situations like the one witnessed in Mumbai.”

    Agreed, but our very core is rocked when you can no longer trust the sources that are providing you assurances. Social media is still in its infancy, and thus must be treated as a young child. Too much responsibility should not be placed on it’s shoulders yet. But that will change as it matures.

    Now, a role that SM could be used for. The CMT could be listening to the people and adjusting their communications plans accordingly. With the right ‘listening tools’ (I smell the opportunity for a new SM CMT tool for development!) they could easily confirm and deny information at a fraction of the rate in the past. A single point of contact which is a subscription based service, free to the public, would be the tool of choice at this time. Something that would allow the subscriber to know that this is an official channel associated with the CMT. Even if SM would be used in this case to notify them of an update, ALL communications should point the person back to the official location (web site maybe) for the actual information release.

    Sorry for the long comment. I’m glad that you are safe.

    Good Hunting,

  4. Windchimes says:

    Yes Tim, we are safe but the way matters are headed in our country, it’s more like saying we are safe as of now.

    Anyway, the first thing that I spotted from the coverage was no official source of information. So everyone was quoting any source and giving out whatever information was available. I am sure the there are no mal intention of any reported but in their need to give out news and no official source being available, lot of false nos got quoted or false reports came out.

    By putting up official blog, photo site, microblogging tool, govt is ensuring that only correct information is going out. Rumours can be quashed immediately thereby bring in a method in the madness.

    Also if TV reporters get the basic information correctly, they will be able to focus of more quality reporting, ask right questions and bring different perspectives out. Our Prime Minister’s address can be screened live and put up on blogs so that people get continuous information which in turn will reduce panic

    Websites / blogs can be hacked but there are ways to work around that.

  5. Jamie says:

    Well no one plans on a terror attack. I am sure when they attacked the US on my bday 9-11 they didn’t have a plan to get things out.

    It is a learning process. You think you are ready and you think you know what is going to happen but until it really does. No one really thinks about it.

    I agree on an offical website or blog about what is going to happen. But like I said, everything is new and no one knows until it happens to them what is going to happen.

    I think once they settle and have seen it LIVE that they may have a better plan of what to do.

  6. adpinion says:

    I am so sorry for what has happened in Mumbai. The world is with you. Pray for Peace.

  7. Windchimes says:

    @Jamie – Sure. As long as one learns from the incident and imbibes it as a practice

    @Catherine – Thank you. We need the power of prayers

  8. Vicky says:

    I think that social media is a great tool & shall be used by all Indian governing bodies, boards & corporates as well.

    Question is how to make people aware about it? I think it may be difficult to make people aware about this but not impossible. You can take the example of internet usage. 8-10 yrs back, People were not aware about internet, but now kids of small towns/villages are using it.

    I remember my old days, people used to wait for news on DD for whatever happened in country during day.. Then age came of news channels, people switch between news channels frequently to get the update on whats going around. Now the next tool would be Social Media.

    Now if all governing bodies use this medium as common platform where the information would be unique & full of facts, it is going to be the choice of readers.

    In all devloped countries, social media is being used as great tool. When we say, we are heading towards delvoped country why shouldn’t we use Social media agressively.

  9. Windchimes says:

    You have rightly captured the points Vicky. The social media tools will definitely help us move forward and it’s wise to start accepting the change

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