When creating and managing a Signpost social media account, it is important to keep the following principles in mind:
| Principle #1 | Principle #2 | Principle #3 |
| Acknowledge | Actionable Information | Be Human |
| Principle #4 | Principle #5 | Principle #6 |
| Need-Based Information | Two-way Communication | Updated Content |
Acknowledge:
In this role we need to acknowledge to our audience that we have listened to them and we care about their concerns. People in crisis may have experienced trauma, displacement, or marginalization, which can lead to feelings of powerlessness. The only way we are going to share information that responds appropriately to needs is by creating dialogue. Through this process we can learn what is needed, when and how it is needed, and if there are gaps in need of clarity.
For example, when you first receive a concern from an audience, you may reply to it with “We know that you have been through a lot. We have been listening to your feedback, and we will support you with the information and resources you need!”
Actionable Information:
Accurate, comprehensive, and actionable information is critical to make informed decisions. Accurate and actionable information helps people identify the available resources, services, service locations, how to contact the service providers, procedures for access, referral institutions, guidelines, rules, and regulations, etc.
Be Human:
When communicating on social media, it is important to be personable and relatable. This means using natural and conversational language and avoiding jargon or technical terms. It also means showing interest in your audience and their needs, while also being compassionate and understanding.
For example, if an audience contacts you about legal help, you can reply "We know that you are going through a difficult time right now. We want you to know that we care about you and are here for you. We have a team of experts who can help you with everything from finding a place to stay to getting legal help etc…”
Need-Based Information:
Adapting information based on audience needs during a crisis is vital. This is becuase different individuals or groups may have different needs for information and varying levels of prior knowledge and understanding.
For example, during a crisis, those who cannot read may prefer visual or audio information, while others may need specific written instructions based on their location or circumstances.
Two-way Communication:
During a crisis, two-way communication is important because it allows space for dialogue and feedback between authorities and the affected population. For example, in a refugee situation, authorities can use channels like hotlines or social media to share updates and receive valuable input from those impacted.
Content Update:
Updating public information in a crisis is important because circumstances and resources can change rapidly. For instance, information about registration processes, available services, or policy changes may need to be updated and communicated promptly.
| If you would like to view additional resources on how to use social media to engage with communities in crisis, please visit the links below: |
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Using Social Media in Community-Based Protection, UNHCR How to use social media to engage better people affected by the crisis, ICRC |