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Crisis Intelligence and
Social Media

Bert Brugghemans
Bert Brugghemans
Antwerp Fire Service
Area manager
Emergency 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 turbul...
Social media changes the velocity of the information flow about the
incident. This also changes our need for information (...
Train accident (BE)
- 8u28
- 18 died
- 130 injured
- Twitter: 8u30
- First picture via twitter:
8u33
- First pictures in t...
H&M fire in Brussels
- Brussels = 1 milj
inhabitants
- Fire in H&M in the
center
- Smoke cloud viewable
from 20 miles away...
Why is social media changing the velocity of the
information flow?
- Information gap
- Network effect
- Evolution and pene...
Information availability

Effect of social media
Information

Information gap

Information demand

Time
Offline

Online
Penetration of
smartphones and
tablets
How do we deal with this new velocity of information?

- Make social media part of your crisismanagement strategy
- Inform...
Gathering intelligence
Disaster intelligence
Fire in a chemical storage
facility
(Chemiepack)
- Very heavy smoke
- Very large social media
activity
- Political consequ...
Map: Harro Ranter @Harro
Intelligence = gathering and managing information

= This is why we want to use social media in the first place
(communica...
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)

...
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 ...
Gathering info in fast burning crisis?
Team?
Our social media crisis information
management team

We don’t use the crowd (yet)

The knowledge is not (yet)
integr...
Tools
Do our incident commanders have the right tools?
And do they know how to use them? (Yes! Give them tools they can us...
KISS

KI(VVVV)SS
- Keep tools very very very very simple
- Existing tools are too difficult to use
on scene
- Panoramic an...
Conclusions

Social media is present, big and growing
Conclusions
Social media is changing the velocity of
crisiscommunication and the information flow
Conclusions
Crisis management has to deal with social media:
1e: monitoring (gathering information)
2e: communication (new...
Questions?

Bert Brugghemans
Antwerp Fire Service
about.me/bertbrugghemans
@bertbrugghemans
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
Crisis Intelligence (GFSA
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Crisis Intelligence (GFSA

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Talk for Global Fire Service Alliance on crisis intelligence, disaster intelligence (Brussels, 2013)

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Transcript of "Crisis Intelligence (GFSA "

  1. 1. Crisis Intelligence and Social Media Bert Brugghemans
  2. 2. Bert Brugghemans Antwerp Fire Service Area manager Emergency manager CCO @bertbrugghemans
  3. 3. Twitter can be a contrast medium to visualize the impact of events
  4. 4. Do we miss a lot of important information?
  5. 5. Love Parade Duisburg incident - Juli 24, 2010 - 1,5 milj visitors - 21 died - >500 injured - Mass compression, mass turbulence
  6. 6. 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.
  7. 7. 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
  8. 8. 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
  9. 9. Why is social media changing the velocity of the information flow? - Information gap - Network effect - Evolution and penetration of social media
  10. 10. Information availability Effect of social media Information Information gap Information demand Time
  11. 11. Offline Online
  12. 12. Penetration of smartphones and tablets
  13. 13. 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!
  14. 14. Gathering intelligence Disaster intelligence
  15. 15. Fire in a chemical storage facility (Chemiepack) - Very heavy smoke - Very large social media activity - Political consequences to bad communication
  16. 16. Map: Harro Ranter @Harro
  17. 17. 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
  18. 18. Disaster Intelligence (Business Intelligence) - Enriched information - Visualisation - Determing information
  19. 19. Graph + figure: Connie White
  20. 20. But can we trust the information? Table: @EENA
  21. 21. Experiences in Belgium : Fire Slachthuislaan 19/10/2012
  22. 22. Smoke stayed very low -> temperature inversion
  23. 23. We received some direct tweets: And we started monitoring Before the crews arrived on scene
  24. 24. There was a lot of visual information available
  25. 25. 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)
  26. 26. Other examples
  27. 27. Wetteren
  28. 28. Lessons learnt
  29. 29. First it is a problem of strategy an knowledge, not technology
  30. 30. 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
  31. 31. Gathering info in fast burning crisis?
  32. 32. Team? Our social media crisis information management team We don’t use the crowd (yet) The knowledge is not (yet) integrated in the organisation
  33. 33. 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)
  34. 34. KISS 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
  35. 35. Conclusions Social media is present, big and growing
  36. 36. Conclusions Social media is changing the velocity of crisiscommunication and the information flow
  37. 37. Conclusions Crisis management has to deal with social media: 1e: monitoring (gathering information) 2e: communication (new way of participation)
  38. 38. Questions? Bert Brugghemans Antwerp Fire Service about.me/bertbrugghemans @bertbrugghemans
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