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
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)
- 18 died
- 130 injured
- Twitter: 8u30
- First picture via twitter:
- First pictures in the
newspapers all came from
-> not used
H&M fire in Brussels
- Brussels = 1 milj
- Fire in H&M in the
- Smoke cloud viewable
from 20 miles away
- Very good local footage
- A lot of geotagged
-> not used
Why is social media changing the velocity of the
- Information gap
- Network effect
- Evolution and penetration of social media
Effect of social media
How do we deal with this new velocity of information?
- Make social media part of your crisismanagement strategy
- Information management
- Monitor social media from the first minute of the incident
and use the information!
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
- Enriched information
- Determing information
First it is a problem of strategy an knowledge, not
It’s no rocket science, but …
- Gathering intelligence in fast burning
crisis is difficult
- How big is our crew to do this?
- Do we have the tools to do this
- Can we get the (curated) information to
the officer on scene?
Our social media crisis information
We don’t use the crowd (yet)
The knowledge is not (yet)
integrated in the organisation
Do our incident commanders have the right tools?
And do they know how to use them? (Yes! Give them tools they can use everyday)
- Keep tools very very very very simple
- Existing tools are too difficult to use
- Panoramic and normale pictures
- Sending and receiving emails
Make these tools simple!
Automatic geotag + timestamp
Send with one button
Social media is present, big and growing
Social media is changing the velocity of
crisiscommunication and the information flow
Crisis management has to deal with social media:
1e: monitoring (gathering information)
2e: communication (new way of participation)
Antwerp Fire Service
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