SMS alerts and real-time updates helped deliver crucial information during hurricanes Helene and Milton
In the wake of Hurricanes Helene and Milton, the USA TODAY Network demonstrated the power of service journalism by adopting innovative methods to keep communities informed. With a vast network of over 200 media outlets, the USA TODAY Network played an active role in supporting the safety and preparedness of communities impacted by these hurricanes. When power outages and limited Wi-Fi access hindered communication in critical areas, the USA TODAY Network turned to real-time SMS texting in both English and Spanish, a choice that proved vital for reaching communities with essential information.
The USA TODAY Network’s service journalism approach during these hurricanes focused on using SMS technology as a reliable communication channel. Many people affected by the storms faced significant connectivity challenges, making it difficult to access timely news updates through traditional internet-dependent means. Recognizing this need, the network expanded its SMS alerts service, delivering real-time information directly to mobile devices. This ensured residents could stay informed, ask questions, and access vital details despite widespread power disruptions.
Real-time communication with communities
Beyond just reporting the news, the SMS alerts facilitated a two-way exchange with community members in affected regions. USA TODAY Network journalists were able to monitor community needs in real-time, adjusting coverage and ensuring that the content addressed the pressing concerns of residents. This direct communication helped the network provide specific, life-saving information, such as expected landfall timings, wind speeds, and updates on storm paths. The SMS system allowed individuals to inquire directly about the impact on their specific areas, receiving responses that addressed their unique circumstances.
Positive impact and community feedback
Feedback from community members underscored the impact of USA TODAY’s SMS alerts. From the immediate concerns of those in the hurricane’s path to the expressions of gratitude from residents after the storms passed, the responses highlighted the value of this approach. Community members appreciated that USA TODAY’s SMS system allowed them to feel connected and informed during one of the most challenging times.
To enhance reach, the network also promoted the SMS service on its website in articles related to hurricane preparation, encouraging more people to sign up. This proactive measure led to an impressive increase in subscriptions, with thousands of new sign-ups recorded in the days leading up to both hurricanes. The SMS alerts proved especially helpful in reaching individuals in rural or underserved areas who faced limited access to online news. The network's commitment to reaching all segments of the community reflects a thoughtful, inclusive approach to service journalism that prioritizes access and equity.
Aldana Vales, the Director of Audience Experiences for the USA TODAY Network, emphasized the importance of innovation in audience engagement, stating that "we are always thinking about new ideas and finding new options to better connect with our audiences.”
Looking ahead, USA TODAY Network plans to continue using SMS and other accessible formats to provide critical, real-time information in emergencies. Their coverage model incorporates diverse channels, such as SMS alerts, real-time reporting, and bilingual messaging, to ensure no one is left without access to essential news. This adaptability and responsiveness set a new standard for how media organizations can support public safety through service journalism, particularly in times of crisis.
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