Social Media for Cities, Counties and Communities

Social media (i.e., Twitter, Facebook, Flickr, YouTube) and other tools and services with user- generated content have made a staggering amount of information (and misinformation) available. Some government officials seek to leverage these resources to improve services and communication with citizens, especially during crises and emergencies. Yet, the sheer volume of social data streams generates substantial noise that must be filtered. Potential exists to rapidly identify issues of concern for emergency management by detecting meaningful patterns or trends in the stream of messages and information flow. Similarly, monitoring these patterns and themes over time could provide officials with insights into the perceptions and mood of the community that cannot be collected through traditional methods (e.g., phone or mail surveys) due to their substantive costs, especially in light of reduced and shrinking budgets of governments at all levels. We conducted a pilot study in 2010 with government officials in Arlington, Virginia (and to a lesser extent representatives of groups from Alexandria and Fairfax, Virginia) with a view to contributing to a general understanding of the use of social media by government officials as well as community organizations, businesses and the public. We were especially interested in gaining greater insight into social media use in crisis situations (whether severe or fairly routine crises, such as traffic or weather disruptions)

On Identifying Disaster-Related Tweets: Matching-based or Learning-based?

Social media such as tweets are emerging as platforms contributing to situational awareness during disasters. Information shared on Twitter by both affected population (e.g., requesting assistance, warning) and those outside the impact zone (e.g., providing assistance) would help first responders, decision makers, and the public to understand the situation first-hand. Effective use of such information requires timely selection and analysis of tweets that are relevant to a particular disaster. Even though abundant tweets are promising as a data source, it is challenging to automatically identify relevant messages since tweet are short and unstructured, resulting to unsatisfactory classification performance of conventional learning-based approaches. Thus, we propose a simple yet effective algorithm to identify relevant messages based on matching keywords and hashtags, and provide a comparison between matching-based and learning-based approaches. To evaluate the two approaches, we put them into a framework specifically proposed for analyzing disaster-related tweets. Analysis results on eleven datasets with various disaster types show that our technique provides relevant tweets of higher quality and more interpretable results of sentiment analysis tasks when compared to learning approach

UNDERSTANDING CITIZEN PARTICIPATION IN GOVERNMENTAL SOCIAL MEDIA: A CASE STUDY OF THE INDONESIAN REGIONAL POLICE

Governments increasingly leverage social media to deliver better services to the public. Web 2.0 technologies enable people to interact and collaborate with one another efficiently and effectively. The use of web 2.0 technologies by government – government 2.0 – enables citizen to interact and collaborate with government in the delivery of public services. This exploratory study examines the use of social media in Indonesia. The focus is on examining the potential of social media in improving the effectiveness and efficiency of public service delivery, and how social media might boost the relationship between government and the public. We focus in particular on the use of social media by regional police action – Traffic Management Center Polda Metro Jaya in the Jakarta region which has been recognized as a social media best practice within the Indonesian government. We find that social media has contributed to information dissemination among the public. Furthermore, social media use results in improved public image and enables citizen participation in government service delivery

Giving meaning to tweets in emergency situations: a semantic approach for filtering and visualizing social data

In this paper, we propose a semantic approach for monitoring information publishedon social networks about a specific event. In the era of Big Data, when an emergencyoccurs information posted on social networks becomes more and more helpful foremergency operators. As direct witnesses of the situation, people share photos, videosor text messages about events that call their attention. In the emergency operationcenter, these data can be collected and integrated within the management processto improve the overall understanding of the situation and in particular of the citizenreactions. To support the tracking and analyzing of social network activities, there arealready monitoring tools that combine visualization techniques with geographicalmaps. However, tweets are written from the perspective of citizens and the informationthey provide might be inaccurate, irrelevant or false. Our approach tries to dealwith data relevance proposing an innovative ontology-based method for filteringtweets and extracting meaningful topics depending on their semantic content. In thisway data become relevant for the operators to make decisions. Two real cases used totest its applicability showed that different visualization techniques might be neededto support situation awareness. This ontology-based approach can be generalizedfor analyzing the information flow about other domains of application changing theunderlying knowledge base.This work is supported by the project emerCien grant funded by the Spanish Ministry of Economy and Competitivity (TIN2012-09687)

From social networks to emergency operation centers: A semantic visualization approach

Social networks are commonly used by citizens as a communication channel for sharing their messages about a crisis situation and by emergency operation centers as a source of information for improving their situation awareness. However, to utilize this source of information, emergency operators and decision makers have to deal with large and unstructured data, the content, reliability, quality, and relevance of which may vary greatly. In this paper, to address this challenge, we propose a visual analytics solution that filters and visualizes relevant information extracted from Twitter. The tool offers multiple visualizations to provide emergency operators with different points of view for exploring the data in order to gain a better understanding of the situation and take informed courses of action. We analyzed the scope of the problem through an exploratory study in which 20 practitioners answered questions about the integration of social networks in the emergency management process. This study inspired the design of a visualization tool, which was evaluated in a controlled experiment to assess its effectiveness for exploring spatial and temporal data. During the experiment, we asked 12 participants to perform 5 tasks related to data exploration and fill a questionnaire about their experience using the tool. One of the most interesting results obtained from the evaluation concerns the effectiveness of combining several visualization techniques to support different strategies for solving a problem and making decisions.This work was supported by the project PACE grant funded by the Spanish Ministry of Economy and Competitivity [TIN2016-77690-R]

Culture and disaster risk management - stakeholder attitudes during Stakeholder Assembly in Rome, Italy

This report provides a summary of the topics discussed and the results of the CARISMAND Second Stakeholder Assembly conducted in Rome, Italy on 27-28 February 2017. In order to promote cross-sectional knowledge transfer, as in the CARISMAND First Stakeholder Assembly held in Romania in the previous year, the audience consisted of a wide range of practitioners that are typically involved in disaster management, e.g., civil protection, the emergency services, paramedics, nurses, environmental protection, Red Cross, fire-fighters, military, the police, and other non-governmental organisations. Further, these practitioners were from several regions in Italy, e.g., Rome and Lazio, Toscana, Emilia-Romagna, and Valle D’Aosta. The participants, who varied between 40 and 60, were recruited via invitations sent to various Italian organisations and institutions (at the national, regional and local levels), and via direct contacts of the Protezione Civile Comune di Firenze who are one of the Italian partners in the CARISMAND Consortium. The event consisted of a mix of presentations, working groups, and panel discussions for these participating practitioners, in order to combine dissemination with information gathering (for the detailed schedule/programme please see Appendix 1). After an initial general assembly where the CARISMAND project and its main goals were presented, the participants of the Stakeholder Assembly were split into small groups in separate breakout rooms, where over the course of the two days they discussed the following topics: 1) Working Group 1. “Culture & Risk”: Practical Experience of Cultural Aspects Disaster Communication between Practitioners and Citizens; 2) Working Group 2. “Media Culture & Disasters”: The Use of Social Media and Mobile Phone Applications in Disasters; 3) Working Groups 3. “Social Cohesion & Social Corrosion”: Cultures, Communities, and Trust. After each working group session, panel discussions allowed the participants to present the results of their working group to the rest of the audience. After each panel discussion, keynote speakers gave presentations related to the respective working group’s topic. This time schedule was designed to ensure that participants are provided with detailed information about recent developments in disaster management, e.g. related to the use of mobile phone apps and social media, but without influencing their attitudes and perceptions expressed in the working groups. The main focus of the working groups was the relationships between culture and risk/disaster communication, the role of social media and smartphone apps, and trust between citizens and disaster managers and/or authorities. These topics, and the questions discussed within each working group, were chosen: following the findings of the CARISMAND First Stakeholder Assembly held in Bucharest, in particular regarding the disconnection between citizens’ risk perception and cultural factors in disasters; 1) the results of the CARISMAND First and Second Citizen Summits held in Bucharest and Malta respectively, specifically taking up the participants’ suggestions regarding vulnerable groups and groups that are seen to be potentially helpful in disaster situations; 2) the results of Work Package 3 ‘Cultural Factors and Technologies’, in particular regarding the increasing interest in mobile phone apps compared to social media usage; 3) the literature review provided in Work Package 4 ‘Risk Perception and Risk Cultures’, particularly regarding the ambivalent of role of trust in disaster preparedness, response and recovery; 4) the preliminary findings of Work Package 7 ‘Citizens Empowerment’, in respect to community cohesion and specific opportunities for citizen empowerment; and 5) topics highlighted in Work Package 8 ‘Risk Communication and the Role of the Media in Risk Communication’ regarding disaster communication practices (particularly in connection with social media/apps usage as identified in Work Package 3 ‘Cultural Factors and Technologies’). These topics were also chosen in order to provide a sound basis for the next round of CARISMAND events (Third and Fourth CARISMAND Citizen Summits held, later, in Rome and Frankfurt in June 2017), i.e. exploring issues of risk perception and culture in the context of disasters at the very point, where practitioners and citizens interact. The location of the Second Stakeholder Assembly was selected to make use of the extensive local professional network of the Protezione Civile, but also due to Italy being a location where various “types” of hazards are prevalent, and disasters were occurred in the very recent past. All documents related to the Working Groups, i.e. discussion guidelines and consent forms, were translated into Italian. Accordingly, all presentations as well as the group discussions were held in Italian, aiming to avoid any language/education-related access restrictions, and allowing participating practitioners to respond intuitively and discuss freely in their native language. For this purpose, researchers from the Laboratory of Sciences Citizenship in Rome, one of the CARISMAND Consortium members, were used as Working Group moderators, alongside simultaneous interpreters and professional local moderators contracted via a local market research agency (RFR International), who also provided the transcripts and translations into English for all Working Group discussions. It is important to note that the discussions within these working groups reflect the participants’ perceptions and may or may not reflect the realities of how communication actually occurs in disaster situations.The project was co-funded by the European Commission within the Horizon2020 Programme (2014-2020).peer-reviewe