Live Streaming Crisis Response on Twitter

Twitter is a crisis response standby to provide real-time updates. Live streaming on Twitter offers the opportunity to put your viewers on the scene to see your crisis response, hear from direct witnesses and understand what’s happening in an authentic way.

Twitter is a crisis response standby to provide real-time updates. Live streaming on Twitter offers the opportunity to put your viewers on the scene to see your crisis response, hear from direct witnesses and understand what’s happening in an authentic way.

Twitter has become the recognized social media platform for crisis response, and its greatest potential may lie in the expanding capabilities for live streaming video through tools such as Periscope and twitcam.

This capability, which has been used so far for marketing purposes and video selfies, has the potential to give crisis response teams their own Tweetcasting channel where they can show how they are responding, assessing impacts or alerting people to dangers. Twitcam and Periscope are also coupled with a chat function to allow interaction with viewers.

Twitter recently announced plans to shut down twitcam on June 7, but don’t interpret that as a shift away from streaming tools. In fact, it comes at a time when the company is enhancing Periscope’s integration with smartphones and tablets on the Android system, the fastest-growing mobile platform in the world. Twitter announced the same plan for Apple's operating system in January.

The underlying value of Twitter is as a real-time communications platform that can be managed through the use of hashtags. The news media already hangs out on Twitter, where they promote their own stories and look for leads. Presidential candidate Donald Trump has demonstrated how tweets can “trump” the rest of the news and dominate a news cycle.

Periscope launched just last year, promising to become a popular tool among journalists with an eye on expanding live coverage of major events, press conferences and disasters. A recent University of Washington study on how people use Periscope in crisis responses shows the tool’s central role in the exchange of information surrounding three national stories from 2015.  

“Qualitative and quantitative analyses of tweets relating to the Amtrak derailment in Philadelphia, Baltimore protests after Freddie Grey’s death, and Hurricane Joaquin flooding in South Carolina reveal that this recently deployed application is being used by both citizens and journalists for information sharing, crisis coverage and commentary,” the researchers found. “The accessibility and immediacy of live video directly from crisis situations, and the embedded chats which overlay on top of a video feed, extend the possibilities of real-time interaction between remote crowds and those on the ground in a crisis.”

Honing in on one reporter’s coverage of the Freddie Grey riots, the study showed Twitter users are especially attracted to live video updates from the scene.  

“Paul Lewis, a Guardian correspondent, made particularly heavy use of Periscope to cover the event, authoring 26 Periscope tweets, including 10…that contained active streams,” the report reads. “His tweets were retweeted 296 times, and he was mentioned in 166 other tweets.”

Live streaming of content adds another dimension to real-time communication. It effectively puts viewers at the scene, allowing them to see events unfold and hear from direct witnesses, which conveys authenticity and can create positive impressions of crisis response.

Twitcam assigns live streaming videos with their own URLs, which make them easily discoverable when they are posted on a crisis response website or online newsroom. The thread of real-time Twitter updates will be greatly enhanced by corresponding video records.

Live streaming on Twitter could be useful for issue managers as well. Live streaming can generate content that acts like B-Roll video, providing interviews, visual explanations or on-the-scene coverage that can be shared in real time, then stored online for later use. This gives journalists – especially TV reporters – something else to flash on screen during their stories other than protesters with placards, costumes and over-the-top props. Well done live streamed videos may even change the arc of the story.

Of course, live streaming has all the intrinsic pitfalls of a live broadcast. You can’t control every variable in a crisis, so you won’t be able to anticipate every problem in your live streaming video. Successful live streaming takes foresight. You need someone who can be the director, someone skilled enough to shoot the video you want and a team that views live streaming video as a valuable asset, not a risky gimmick.

The future of live streaming looks bright for the business sector. A number of business-oriented apps are already available for live streaming video. But here’s something everyone should keep in mind: You don’t want a crisis to be the first time you’ve used a live streaming service. Take some time to become familiar with the technology. Practice live streaming and work through the kinks before you find yourself on the spot responding to a real crisis.

The good news is that technology has made shooting quality video a lot easier and much cheaper with digital cameras, including that tiny one on your tablet or smartphone. The cinema vérité appearance of what is shot can evoke immediacy and authenticity and is mostly a plus, not a minus. 

Journalistic ethics can’t be ditched. This isn’t a movie where you can take license with the truth. You need to provide a fair view of what’s happening and how you are responding.

For organizations still muddling around on whether they need a crisis plan, live streaming may seem like a reach. But that doesn’t need to be so.  Coming at crisis preparation with a fresh perspective may make it easier to embrace concepts such as live streaming video and serve as an enticement to get that all important crisis plan done.