Role of Social Media in Crisis Response: Mumbai Blasts 2011 Lessons Learned - ISCRAM 2012 Summer School
Case Study: Mumbai Blasts 2011ISCRAM 2012 Summer SchoolThe Role of Social Media in CrisisManagementAjay Kumar - @ajuonline E: firstname.lastname@example.org W: http://aju.bz/meMSc(IT), BE(Comp.) 23-08-2012, Tilburg UniversityMSc PSTS - University of Twente
The Event• Often referred to as 13 July or 13/7• Series of three coordinated bomb explosions at different locations in Mumbai, India, on 13 July 2011 between 18:54 and 19:06 IST.• The blasts occurred at the Opera House, Zaveri Bazaar, and Dadar West localities, leaving 26 killed, and 130 injured.
Reaction & After Effect• Phone lines Jammed & Communications Ceased for at least a few hours.• Other metro cities put on high alert.• Mumbai Police sent an SMS to a few mobile phone users in Mumbai reading "Bomb blasts reported at Zaveri Bazaar, Dadar. Please be careful. Stay indoors. Watch news channels".
People were using Social Media for?• Offers of Help - #Here2Help ▫ Blood Donors ▫ Shelter ▫ Transport – I am heading this way, anyone needs help?• Requests for Help - #NeedHelp ▫ Blood ▫ Transport – I am stuck here!• Missing/Found People• Injured• List of Police/Hospital Contacts
Communication Channels/Mediums• SMS• TV/News Channels• Twitter - #hashtags• Facebook – “I am OK!”• Google Docs/Spreadsheet• Skype – Coordinating Tasks• Ushahidi – Aggregating, Information, Curating
Coordination with SBTF • People from other parts of the world helping. • Such teams who-know- what-to-do during a crisis are useful. • Monitoring, Aggregating, Communicating
Outdated Messages• Tweets sent at 9:30 pm about roadblocks and traffic jams were still being re-tweeted hours later.• We made sure that such information does not make it on the map.• All content tagged on the page is moderated with the hope of providing useful information.• "We read the time stamp of the information tweeted and decide if its stale or whether it should form part of our page."
The document wascreated by NitinSagar, an IT engineerin Delhi, 1,200km(720 miles) away
Statistics:• Hits - Day 1 (13th July 2011) - 197684 - Page Views - 58513 - Traffic - 2326445 KB• Hits - Day 2 (14th July 2011) - 188403 - Page Views - 47850 - Traffic - 1771850 KB• Peak Traffic Hours - 16 and 17 (as per GMT) IST=+5.5• Tweets “search engine”/scheduler START time - July 13, 2011, 8:06 pm• Tweets “search engine”/scheduler END time - July 15, 2011, 11:24 pm• Twitter “Messages” Read by System - 10,101 (RT, Spam etc)• #mumbaiblasts - 7161 messages of 10101.
Expect Distractions & Bad Apples • Someone messing up with the “public” sheet
Lessons Learned• Avoid Redundancy - Stop when the time is right.• Don’t push a tool or platform – Community will use what is easy & familiar for them.• Monitor, Aggregate, Respond & Communicate• Coordinated Task Forces to do the above. E.g. SBTF can be helpful.• Identify the community – Affected Directly or Indirectly? Shift Focus/Attention accordingly.• Identify Rumours• Identify Trusted/Influential People
Thank You• Questions?• E: email@example.com• MumbaiBlasts CrisisMap: http://fmi.me/mumbai• http://aju.bz/me• Ajay Kumar - @ajuonline• MSc PSTS (2012-2014) – University of Twente, Netherlands• MSc (IT), BE(Computing) - India
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