prEN ISO 22329
(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 specifies guidelines for a use of social media in emergency management. It gives
guidance on how to use social media before, during and after an emergency and how social
media can support the work of emergency services. On the one hand, these guidelines are directed to
authorities (governmental as well as nongovernmental organisations) involved in emergency management.
On the other hand, they are directed to citizens who want to use social media in emergency
situations.
These guidelines shall help social media users to use these new media as efficiently as possible.
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)
Varnost in vzdržljivost - Upravljanje v izrednih razmerah - Smernice za uporabo družbenih medijev v izrednih razmerah (ISO 22329:2021)
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-marec-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: prEN ISO 22329
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.
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
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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 appl
...
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