6. Love Parade Duisburg incident
- Juli 24, 2010
- 1,5 milj visitors
- 21 died
- >500 injured
- Mass compression, mass turbulence
7.
8. 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.
9.
10.
11. 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
12.
13. 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
14. Why is social media changing the velocity of the
information flow?
- Information gap
- Network effect
- Evolution and penetration of social media
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!
20. Fire in a chemical storage
facility
(Chemiepack)
- Very heavy smoke
- Very large social media
activity
- Political consequences
to bad communication
23. 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
29. We received some direct tweets:
And we started monitoring
Before the crews arrived on scene
30. There was a lot of visual information available
31.
32.
33.
34. 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)
40. First it is a problem of strategy an knowledge, not
technology
41. 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
43. Team?
Our social media crisis information
management team
We don’t use the crowd (yet)
The knowledge is not (yet)
integrated in the organisation
44. 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)
45. 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