EN ISO 22329:2025
(Main)Security and resilience - Emergency management - Guidelines for the use of social media in emergencies (ISO 22329:2021)
Security and resilience - Emergency management - Guidelines for the use of social media in emergencies (ISO 22329:2021)
This document gives guidance on the use of social media in emergency management. It gives guidance on how organizations and the public can use, and interact through, social media before, during and after an incident as well as how social media can support the work of emergency services.
This document is applicable to governmental and non-governmental organizations involved in emergency management and crisis communication.
Sicherheit und Resilienz - Gefahrenabwehr - Leitfaden für die Nutzung sozialer Medien im Gefahrenabwehrmanagement (ISO 22329:2021)
Dieses Dokument enthält Leitlinien für die Nutzung sozialer Medien im Rahmen des Notfallmanagements. Es enthält Leitlinien dazu, wie Organisationen und die Bevölkerung während eines Vorfalls sowie davor und danach soziale Medien nutzen und darüber interagieren können und wie soziale Medien die Arbeit von Notfalldiensten unterstützen können.
Dieses Dokument ist anwendbar für Regierungs- und Nichtregierungsorganisationen, die in Notfallmanagement und Krisenkommunikation involviert sind.
Sécurité et résilience - Gestion des situations d'urgence - Lignes directrices relatives à l'utilisation des réseaux sociaux dans les situations d'urgence (ISO 22329:2021)
Le présent document donne des recommandations relatives à l’utilisation des réseaux sociaux dans la gestion des situations d’urgence. Il donne des recommandations sur la façon dont les organismes et le public peuvent utiliser les réseaux sociaux, et interagir par leur intermédiaire, avant, pendant et après un incident, ainsi que sur la façon dont les réseaux sociaux peuvent faciliter le travail des services d’urgence.
Le présent document s’applique aux organisations gouvernementales et non gouvernementales impliquées dans la gestion des situations d’urgence et la communication de crise.
Varnost in vzdržljivost - Upravljanje v izrednih razmerah - Smernice za uporabo družbenih medijev v izrednih razmerah (ISO 22329:2021)
Ta dokument podaja smernice o uporabi družbenih medijev pri upravljanju v izrednih razmerah. Zagotavlja smernice o tem, kako lahko organizacije in javnost uporabljajo družbene medije in komunicirajo prek njih pred, med in po incidentu, ter kako lahko družbeni mediji podpirajo delo služb za nujne primere. Ta dokument se uporablja za vladne in nevladne organizacije, ki se ukvarjajo z upravljanjem v izrednih razmerah in kriznim komuniciranjem.
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-julij-2025
Varnost in vzdržljivost - Upravljanje v izrednih razmerah - Smernice za uporabo
družbenih medijev v izrednih razmerah (ISO 22329:2021)
Security and resilience - Emergency management - Guidelines for the use of social
media in emergencies (ISO 22329:2021)
Sicherheit und Resilienz - Gefahrenabwehr - Leitfaden für die Nutzung sozialer Medien
im Gefahrenabwehrmanagement (ISO 22329:2021)
Sécurité et résilience - Gestion des situations d'urgence - Lignes directrices relatives à
l'utilisation des réseaux sociaux dans les situations d'urgence (ISO 22329:2021)
Ta slovenski standard je istoveten z: EN ISO 22329:2025
ICS:
03.100.01 Organizacija in vodenje Company organization and
podjetja na splošno management in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
EN ISO 22329
EUROPEAN STANDARD
NORME EUROPÉENNE
May 2025
EUROPÄISCHE NORM
ICS 03.100.01
English Version
Security and resilience - Emergency management -
Guidelines for the use of social media in emergencies (ISO
22329:2021)
Sécurité et résilience - Gestion des situations d'urgence Sicherheit und Resilienz - Gefahrenabwehr - Leitfaden
- Lignes directrices relatives à l'utilisation des réseaux für die Nutzung sozialer Medien im
sociaux dans les situations d'urgence (ISO Gefahrenabwehrmanagement (ISO 22329:2021)
22329:2021)
This European Standard was approved by CEN on 11 May 2025.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2025 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 22329:2025 E
worldwide for CEN national Members.
Contents Page
European foreword . 3
European foreword
The text of ISO 22329:2021 has been prepared by Technical Committee ISO/TC 292 "Security and
resilience” of the International Organization for Standardization (ISO) and has been taken over as
of which is held by AFNOR.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by November 2025, and conflicting national standards
shall be withdrawn at the latest by November 2025.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
Any feedback and questions on this document should be directed to the users’ national standards body.
A complete listing of these bodies can be found on the CEN website.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland,
Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of
North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and the
United Kingdom.
Endorsement notice
The text of ISO 22329:2021 has been approved by CEN as EN ISO 22329:2025 without any modification.
INTERNATIONAL ISO
STANDARD 22329
First edition
2021-11
Security and resilience — Emergency
management — Guidelines for the use
of social media in emergencies
Sécurité et résilience — Gestion des situations d'urgence — Lignes
directrices relatives à l'utilisation des réseaux sociaux dans les
situations d'urgence
Reference number
ISO 22329:2021(E)
ISO 22329:2021(E)
© ISO 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii
ISO 22329:2021(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Understanding social media . 2
4.1 General . 2
4.2 Utilizing social media . 2
4.2.1 General . 2
4.2.2 Implementation . 2
4.2.3 Monitoring . 3
4.2.4 Dissemination . 4
4.2.5 Interaction. 4
5 Planning . 5
5.1 General . 5
5.2 Policies . 5
5.3 Risk . 5
5.4 Social media objectives . 5
5.5 Social media strategy . 6
5.6 Resources . 6
5.6.1 General . 6
5.6.2 Digital tool selection . 7
6 Implementation . . 7
6.1 General . 7
6.2 Monitoring . 7
6.3 Dissemination . . 8
6.3.1 General . 8
6.3.2 Guidance on specifying content . 8
6.4 Interaction . 9
6.5 Citizens’ guidance . 9
7 Review and improvement . 9
7.1 Review . 9
7.2 Continual improvement . 9
Annex A (informative) Types of social media platforms, channels and related tools .10
Annex B (informative) Quality assessment and verification of social media .11
Annex C (informative) Examples of using social media by emergency management
organizations .13
Annex D (informative) Citizens’ guidance .14
Bibliography .16
iii
ISO 22329:2021(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 292, Security and resilience.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
iv
ISO 22329:2021(E)
Introduction
Having effective communication among organizations and with the public are important aspects of
emergency management. The emergence of social media, in addition to other media such as television,
radio, and newspapers, has provided more communication options and enhanced communication
capability, but it has also made communication more challenging.
It is important that organizations recognize their potential benefits and threats inherent when using
social media in their communication strategy, including crisis communication. Social media can improve
situational awareness and communication capability and help citizens support each other during an
emergency or crisis. Social media can also spread inaccurate information regarding an incident and
the response to an incident. Organizations that have the capability to monitor and use social media can
take advantage of the potential benefits and counteract the potential negative consequences that can
arise from social media.
This document provides guidance on how social media can be integrated into communication in
emergency management.
v
INTERNATIONAL STANDARD ISO 22329:2021(E)
Security and resilience — Emergency management —
Guidelines for the use of social media in emergencies
1 Scope
This document gives guidance on the use of social media in emergency management. It gives guidance
on how organizations and the public can use, and interact through, social media before, during and
after an incident as well as how social media can support the work of emergency services.
This document is applicable to governmental and non-governmental organizations involved in
emergency management and crisis communication.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 22300, Security and resilience — Vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 22300 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1
social media
online technologies and practices that people use to share opinions, insights, experiences and
perspectives with each other, transforming traditional one-to-many interactions into many-to-many
interactions
3.2
inaccurate information
information that is false
Note 1 to entry: Inaccurate information may be spread purposefully or without purpose.
Note 2 to entry: The scientific term “misinformation” includes inaccurate information that is spread without
purpose.
3.3
purposefully misleading information
inaccurate information (3.2) that was distributed purposely or intentionally omitted information or
intentionally modified information
Note 1 to entry: The scientific term is “disinformation”.
ISO 22329:2021(E)
4 Understanding social media
4.1 General
With increasing digitalization, a growing number of social media platforms and channels are available,
and the selection and popularity of these are continually changing. Social media is available worldwide
but access to some platforms and channels can be restricted in some countries. Some platforms and
channels focus on exchanging text messages, others focus on sharing photographs or videos, and some
permit the sharing of text, photos and videos. Many can include links to any content stored on the
internet.
There is a connection between social media and other media such as websites, newspapers, radio and
television. People also share news articles and information on social media.
Annex A provides types of social media channels, platforms and related tools.
The organization should:
— consider the role of social media in the context of its overall communications strategy, including
crisis communication, and how the social media strategy is implemented in the organization;
— understand that the extent to which information is shared depends on the application on which it
was shared and the privacy settings of the user who shared the content;
— understand that social media is operated by private companies, and it is governed by their own
terms of service or user agreement.
4.2 Utilizing social media
4.2.1 General
The exchange of information through social media will depend on the organization’s communication
strategy and whether the organization is operating before, during or after incidents or crises.
The organization should consider:
— how social media can improve the organization’s capability to manage incidents and crises;
— how social media can reduce the organization’s risks by considering risks that can potentially be
affected by ineffective communication;
— how fit-for-purpose the organization’s social media policies and procedures are to determine if
changes are required.
4.2.2 Implementation
The organization should:
— identify and obtain the appropriate tools necessary to implement the use of social media;
— supplement internal resources by using external resources as required;
— ensure that the resources are capable of performing their assigned responsibilities.
A natural progression for the use of social media is to monitor social media communications, then
disseminate information to support emergency management objectives. This is then followed by
interaction with social media users (public or private stakeholders) to answer questions and build trust
with the social media audience.
The organization should conduct a regular review of social media as part of its overall continual
improvement process.
ISO 22329:2021(E)
4.2.3 Monitoring
4.2.3.1 Purpose
The organization should monitor the use of social media in order to:
— identify the social media platforms used by its audience;
— improve awareness of the environment in which it is operating;
— identify how it is perceived by the public and various stakeholders who can be impacted by its
operations and risks;
— identify current and emerging issues, including issues that require a response;
— identify influential users of social media and metadata tags that can relate to the organization;
— understand how citizens or stakeholders are using social media related to the organization;
— identify other emergency services or service providers with similar risks or emergency management
messaging, or both.
NOTE A metadata tag is a keyword used in social media that is assigned to a piece of information to facilitate
search. A hashtag is an example for a metadata tag.
4.2.3.2 Span of monitoring
The organization should:
— monitor topics, groups or individuals relevant to its objectives;
— determine the appropriate geographic span of monitoring, ranging from fairly narrow and restricted
to one community to worldwide monitoring;
— base the extent of the monitoring on the size, nature and impact of an incident.
4.2.3.3 The quality of information
The organization should assess the quality of information obtained from monitoring social media to
ensure it is of high quality. It should validate the information for accuracy and quality before using
the information for prevention and preparedness, especially for improved situation awareness during
response and recovery.
NOTE 1 Factors affecting quality include where and when the information originated, who created it and for
what reason. See Annex B for additional information.
The organization should monitor social media for information regarding the risks it presents to the
public and various stakeholders, and specific incidents and comments regarding the capability or
reputation of the organization.
The organization should:
— select appropriate digital tools for monitoring and analysing social media to improve monitoring
efficiency and effectiveness;
— use keywords and metadata tags appropriate for the information it wants to track to help with the
monitoring process;
— include all media in its overall monitoring, as well as the organization’s blogs and website on which
readers can comment;
— use social media to help correct inaccurate information or concerns identifie
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