On Aug. 9, the American Red Cross released the results of an online survey of 1,058 adults asking about their use of social media Web sites in emergency situations. It turns out that many Web users would turn to social media (e.g., Facebook or Twitter) to get help—and they expect emergency personnel to respond.

One in five respondents said that if they couldn’t reach 9-1-1 in an emergency, they would try to contact responders through an e-mail, Web sites or social media. If Web users knew of someone else who needed help, 44% would ask other people in their social network to contact authorities, 35% would post a request for help directly on a response agency’s Facebook page, and 28% would send a direct Twitter message to responders.

The survey also found that Web users have clear expectations about how first responders should be answering their requests. Of the respondents, 69% said that emergency responders should be monitoring social media sites, and almost half believe a response agency is probably already responding to any urgent request they might see. Respondents also expect quick response to an online appeal for help; 74% expect help to arrive in less than an hour.

In a statement, American Red Cross President and CEO Gail McGovern said, “The first and best choice for anyone in an emergency situation is to call 9-1-1. But when phone lines are down or the 9-1-1 system is overwhelmed, we know that people will be persistent in their quest for help and use social media for that purpose. The social Web is creating a fundamental shift in disaster response—one that will ask emergency managers, government agencies and aid organizations to mix time-honored expertise with real-time input from the public. We need to work together to better respond to that shift.”

Not only is the expectation out there, but PSAPs are already experiencing its effects. On Aug. 3, USA Today reported one such incident in an article called ‘Need Help!’ tweet brings the cavalry” by Liz Szabo. The incident involved a woman who got lost while biking in a 300-acre Connecticut wood and crashed while going downhill.  After the cyclist realized no one was around to help her, she posted “I’ve had a serious injury and NEED help! Can someone please call Winding Trails in Farmington, CT tell them I’m stuck bike crash in woods” on Twitter. According to the article, people from California, New York and Chicago called the Farmington Fire Department. The woman was found within minutes of her tweet. (Source: www.usatoday.com/printedition/life/20100803/twitterrescue03_st.art.htm)

Click here to download the survey.