crisis intelligence (gfsa
TRANSCRIPT
Crisis Intelligence and Social Media
Bert Brugghemans
Bert BrugghemansAntwerp Fire ServiceArea managerEmergency manager CCO
@bertbrugghemans
Twitter can be a contrast medium to visualize the impact of events
Do we miss a lot of important information?
Love Parade Duisburg incident - Juli 24, 2010- 1,5 milj visitors - 21 died- >500 injured - Mass compression, mass turbulence
Social media changes the velocity of the information flow about the incident. This also changes our need for information (management)!
First youtube video was viewable a couple of minutes after the incident
Social media may give us insights: what is happening (crowd compression, crowd turbulence) or what do people think is happening (bomb attack, falling people, …) (Palen et al, 2007)
Proper monitoring of social media could have given the crisisteam very valuable information about the incident, a couple of minutes after the incident.
Train accident (BE)- 8u28- 18 died- 130 injured - Twitter: 8u30- First picture via twitter:
8u33- First pictures in the
newspapers all came from Twitter
-> not used
H&M fire in Brussels- Brussels = 1 milj
inhabitants- Fire in H&M in the
center- Smoke cloud viewable
from 20 miles away- Very good local footage
from different perspectives
- A lot of geotagged information
-> not used
Why is social media changing the velocity of the information flow?
- Information gap- Network effect - Evolution and penetration of social media
Time
InformationInformation availability
Information demand
Effect of social media
Information gap
Online
Offline
Penetration of smartphones and tablets
How do we deal with this new velocity of information?
- Make social media part of your crisismanagement strategy- Information management- Communication
- Monitor social media from the first minute of the incident and use the information!
Gathering intelligenceDisaster intelligence
Fire in a chemical storage facility(Chemiepack)- Very heavy smoke- Very large social media
activity- Political consequences
to bad communication
Map: Harro Ranter @Harro
Intelligence = gathering and managing information
= This is why we want to use social media in the first place (communication is a nice by-product)
Information can give us a new insight or a secundary opinion next to the professional opinions (eg position of smoke cloud, …)
= Situation awareness/sensemaking
Disaster Intelligence(Business Intelligence)
- Enriched information - Visualisation- Determing information
Graph + figure: Connie White
But can we trust the information?
Table: @EENA
Experiences in Belgium :Fire Slachthuislaan 19/10/2012
Smoke stayed very low -> temperature inversion
We received some direct tweets:
And we started monitoring
Before the crews arrived on scene
There was a lot of visual information available
And we gathered our own information (picture taken from the 6th floor of a fire station with panorama 360 app on iphone)
Based on these pictures we decided to upscale (determing information)
Other examples
Wetteren
Lessons learnt
First it is a problem of strategy an knowledge, not technology
Practical issues:
It’s no rocket science, but …
- Gathering intelligence in fast burning crisis is difficult
- How big is our crew to do this?- Numbers - Knowledge
- Do we have the tools to do this - Can we get the (curated) information to
the officer on scene? - KISS
Gathering info in fast burning crisis?
Our social media crisis information management team
The knowledge is not (yet) integrated in the organisation
We don’t use the crowd (yet)
Team?
Tools
Do our incident commanders have the right tools?
And do they know how to use them? (Yes! Give them tools they can use everyday)
KI(VVVV)SS
- Keep tools very very very very simple- Existing tools are too difficult to use
on scene - Panoramic and normale pictures - Sending and receiving emails - Texting- …
Make these tools simple!• Panoramic picture • Automatic geotag + timestamp• Send with one button
KISS
Conclusions
Social media is present, big and growing1
Social media is changing the velocity of crisiscommunication and the information flow
Conclusions
2
Crisis management has to deal with social media:1e: monitoring (gathering information)2e: communication (new way of participation)
Conclusions
3
Questions?
Bert BrugghemansAntwerp Fire Serviceabout.me/bertbrugghemans@bertbrugghemans