Using information from social media for emergency management. Bert Brugghemans

Transcription

1 Using information from social media for emergency management Bert Brugghemans

2 Bert Brugghemans Antwerp Fire Service Area manager Emergency manager

3

4 Do we miss a lot of important information?

5 Love Parade Duisburg incident - Juli 24, ,5 milj visitors - 21 died - >500 injured - Mass compression, mass turbulence

6

7 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 would have given the crisisteam very valuable information about the incident, a couple of minutes after the incident.

8

9

10 Train accident (BE) - 8u28-18 died injured - Twitter: 8u30 - First picture via twitter: 8u33 - First pictures in the newspapers all came from Twitter -> not used

11 Pukkelpop incident - August 18, Very heavy storm over festival area - 5 died - >140 injured involved

12 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

13

14 Why is social media changing the velocity of the information flow? - Information gap - Network effect - Evolution and penetration of social media

15 Information Effect of social media Information availability Information gap Information demand Time

16 Online Offline

17 Penetration of smartphones and tablets

18 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!

19 Gathering intelligence

20 Fire in a chemical storage facility (Chemiepack) - Very heavy smoke - Very large social media activity - Political consequences to bad communication

21

22 Geolocation 1% in ,5% in ?

23

24 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, )

25 What information can social media offer? - Human intelligence - Wisdom of the crowd - Eyewitness report - Opinions - Geospatial intelligence - Geolocated information - Maps - Imagery intelligence - Visual information - Movies, pictures - Big data

26

27 Information forensics (Patrick Meier - Triangulating information Use your network to verificate information Use contact forms when you post press messages Study the tweeters bio, followers, previous messages (look him up in google) how trustworthy does he look? Contact the tweeter directly Build in good filters: not all information has to be verified

28

29 Experiences in Antwerp: Fire Slachthuislaan 19/10/2012

30 Smoke stayed very low -> temperature inversion

31 We received some direct tweets: And we started monitoring Before the crews arrived on scene

32 There was a lot of visual information available

33

34

35

36 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

37 The crews were only seconds on scene when we started to talk back

38 Lessons learnt - Practical issues - KISS - Collaboration tools are important

39 Practical issues: It s no rocket science, but - How big is our crew to do this? - Numbers - Knowledge - Do we have the tools to do this - Smartphones - Tablets - Laptops - Connections - Can we get the (curated) information to the officer on scene?

40 Our social media crisis information management team We don t use the crowd (yet) The knowledge is not (yet) integrated in the organisation

41 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 s - Texting - Make these tools simple! Panoramic picture Automatic geotag + timestamp Send with one button

42

43 Social media is present, big and growing Conclusions

44 Social media is changing the velocity of crisiscommunication and the information flow Conclusions

45 Conclusions Crisis management has to deal with social media: 1 e : monitoring (gathering information) 2 e : communication (new way of participation)

46 Questions? Bert Brugghemans Antwerp Fire Service