observation of katrina/rita groove deployment: addressing social and communication challenges of...
Post on 15-Jul-2015
932 Views
Preview:
TRANSCRIPT
Observation of Katrina/Rita Observation of Katrina/Rita Groove Deployment: Groove Deployment: Addressing Social and Addressing Social and
Communication Challenges of Communication Challenges of Ephemeral GroupsEphemeral Groups
Shelly Farnham, Ph.D.Shelly Farnham, Ph.D.
ISCRAM 06ISCRAM 06
AgendaAgenda
BackgroundBackground Context of DeploymentContext of Deployment Observed Social and Communication ChallengesObserved Social and Communication Challenges Groove Groove
OverviewOverview Observed usage and deployment challengesObserved usage and deployment challenges
Recommendations for next generation crisis Recommendations for next generation crisis management collaboration technologiesmanagement collaboration technologies
BackgroundBackground Microsoft recently acquired GrooveMicrosoft recently acquired Groove
Peer to peer collaboration technology: Peer to peer collaboration technology: communication, file sharing, & coordination communication, file sharing, & coordination for groupsfor groups
Forming new Humanitarian Systems Forming new Humanitarian Systems GroupGroup Learn about the use of collaborative technologies Learn about the use of collaborative technologies
in the public sector in the public sector Based on Groove’s humanitarian systems teamBased on Groove’s humanitarian systems team
As Researcher in Microsoft’s Social As Researcher in Microsoft’s Social Computing Group, had opportunity to Computing Group, had opportunity to observe deployment of Groove in field observe deployment of Groove in field following Katrinafollowing Katrina What are communication/collaboration What are communication/collaboration
challenges in crisis situations?challenges in crisis situations? What are deployment challenges in crisis What are deployment challenges in crisis
situations?situations?
Trip OverviewTrip OverviewActivity LogActivity Log
Mon 9/19Mon 9/19 Arrive at Baton Rouge, drive through New OrleansArrive at Baton Rouge, drive through New Orleans Cisco mobile communication unit at Pearlington Elementary Cisco mobile communication unit at Pearlington Elementary
School distribution centerSchool distribution center Navy Post Graduate School mobile communication unit at Navy Post Graduate School mobile communication unit at
Hancock Medical CenterHancock Medical CenterTue 9/20Tue 9/20 Hancock County EOCHancock County EOC Joint forces military command & control: DJC2, JFMCC at Bell Joint forces military command & control: DJC2, JFMCC at Bell
ChasseChasseWed 9/21Wed 9/21 DJC2, JFMCCDJC2, JFMCC New Orleans EOC New Orleans EOC Thu, Fri, Sat 9/22 – 9/24Thu, Fri, Sat 9/22 – 9/24 Rita “Hunker down” at JFMCCRita “Hunker down” at JFMCCSun, 9/25Sun, 9/25 FEMA’s “Katrina Interagency Support” base station at Stennis FEMA’s “Katrina Interagency Support” base station at Stennis
Space CenterSpace Center World Shelters World Shelters Mon 9/26Mon 9/26 World SheltersWorld Shelters Waveland beachWaveland beachTue 9/27Tue 9/27 Hancock Medical CenterHancock Medical Center Mercy CorpsMercy CorpsWed 9/28Wed 9/28 Hancock joint forces military communication centerHancock joint forces military communication center Hancock Medical Center, mobile medical unitHancock Medical Center, mobile medical unit Waveland distribution centerWaveland distribution centerThu 9/29Thu 9/29 -- depart -- depart
Nine days, visiting various Nine days, visiting various groups in New Orleans, groups in New Orleans, Hancock County, Waveland Hancock County, Waveland BeachBeach
In-depth discussions with In-depth discussions with members of Groove teammembers of Groove team
Assisted Groove Assisted Groove deployment and training, deployment and training, with Robert Kirkpatrickwith Robert Kirkpatrick
Informal conversations with Informal conversations with relief workersrelief workers
Direct observationDirect observation
Context of DeploymentContext of Deployment
Economy at a stand Economy at a stand still, largely evacuatedstill, largely evacuated
Few stores open, often Few stores open, often shelves emptyshelves empty
Inspectors going Inspectors going through housesthrough houses
People eating at People eating at distribution centersdistribution centers
Many neighborhoods Many neighborhoods still without electricitystill without electricity
““Permissive” Permissive” environmentenvironment
Waveland BeachWaveland Beach
Hunkering down for Rita with JFMCCHunkering down for Rita with JFMCC
Social & Communication ChallengesSocial & Communication Challenges
Much of existing social and technical Much of existing social and technical infrastructure erased, but immediate response infrastructure erased, but immediate response requiredrequired
5% problem of deploying technology, 95% 5% problem of deploying technology, 95% problem of “change management”problem of “change management” Many organizations mobilize for relief effort (military, Many organizations mobilize for relief effort (military,
gov’t, NGO, ephemeral, local)gov’t, NGO, ephemeral, local) Demands coordination in the context of new, Demands coordination in the context of new,
emerging organizational, social, leadership structuresemerging organizational, social, leadership structures
Restoring Communication InfrastructureRestoring Communication Infrastructure
Time to restore technical Time to restore technical infrastructure:infrastructure:
cell towers – 5 days cell towers – 5 days electricity – 2 weeks electricity – 2 weeks Internet ? Internet ?
Cell phone primary form of Cell phone primary form of communicationcommunication No cell phone directoryNo cell phone directory Unstable connectionsUnstable connections Difficult to get through, Difficult to get through,
high demandhigh demand
Mobile Communication UnitsMobile Communication Units
Cisco
“Cats and Dogs” on the Edge
Set up WiFi at Pearlington Point of Distribution
Navy post graduate school presenceAt Hancock Medical Center
MobileWi-fiHotspot
Military Military Communication CenterCommunication Center
DJC2DJC2 Research project, Research project,
setting up setting up command and command and control center in control center in 48 hours48 hours
Setting up communication at World Shelters
Finding People and ResourcesFinding People and Resources
Web sites for listings of Web sites for listings of people and resourcespeople and resources
Distribution Centers (POD, Distribution Centers (POD, Point of Distribution)Point of Distribution)
Relief workers: dependency Relief workers: dependency on face to face meetingon face to face meeting Emergency Operation Emergency Operation
Centers (EOC)Centers (EOC)
Tapping social Tapping social network/social capitolnetwork/social capitol
People finding Each OtherPeople finding Each Other
Developing Situational Awareness and Developing Situational Awareness and Common Operational PerspectiveCommon Operational Perspective
Difficult to develop adequate Difficult to develop adequate awareness of situationawareness of situation Identifying aid requirementsIdentifying aid requirements what organizations are presentwhat organizations are present figuring out gapsfiguring out gaps
People very mobile, high rotation of People very mobile, high rotation of volunteers, information quickly out of volunteers, information quickly out of datedate
Information sources: face to face at Information sources: face to face at EOCs, personal cell phones, emailsEOCs, personal cell phones, emails Laptop with
GPS in car
GIS at EOCs
MercyCorps Mobile Field OfficeMercyCorps Mobile Field Office
No addressNo address MovesMoves Use of Use of
personal cell personal cell phones (rely phones (rely on word of on word of mouth to get mouth to get #)#)
Verizon card Verizon card in one laptopin one laptop
At EOC, literally knocking on RV door to find
Developing leadership and decision-Developing leadership and decision-making structuresmaking structures
Independent groupsIndependent groups No single point of authorityNo single point of authority Differences in expectations Differences in expectations
about decision-making about decision-making hierarchieshierarchies
Cross-organizational distrustCross-organizational distrust Sharing potentially sensitive Sharing potentially sensitive
informationinformation Coordinating to fill niches in Coordinating to fill niches in
aid affected by considerations aid affected by considerations of economic outcomes, status, of economic outcomes, status, competencycompetency
from militaryto ephemeralgroups
Balancing Opportunities Balancing Opportunities for Aid and Abusefor Aid and Abuse
““Permissive environment”, Permissive environment”, opportunities for abuse:opportunities for abuse: Looting, selling contaminated Looting, selling contaminated
water, price gaugingwater, price gauging
Policing measuresPolicing measures Curfews, restricted access to Curfews, restricted access to
neighborhoods, identification neighborhoods, identification cardscards
Increased difficulty for ad Increased difficulty for ad hoc, ephemeral groups to hoc, ephemeral groups to provide aidprovide aid
GrooveGroove
Group communication, file sharing, coordination, Group communication, file sharing, coordination, data synchronization data synchronization
Secure, peer to peer collaborationSecure, peer to peer collaboration No centralized server, increases cross organizational trustNo centralized server, increases cross organizational trust Enables sharing and synchronization across locations, while mobile, with Enables sharing and synchronization across locations, while mobile, with
intermittent Internet accessintermittent Internet access
Moment to moment notifications of updated Moment to moment notifications of updated contentcontent
Ideal for ad hoc, cross organizational Ideal for ad hoc, cross organizational collaborationcollaboration
GrooveGrooveWorkgroups
contacts
discussion
File sharing notifications of new content
data synchronization
meetings
AlertsAlerts
Observed Groove UsageObserved Groove Usage
Communication across locations and across groups “Virtual Communication across locations and across groups “Virtual EOC”EOC” EOCs, POD, Mobile Communication Centers, Military bases, EOCs, POD, Mobile Communication Centers, Military bases,
ships, hospitalsships, hospitals Data synchronizationData synchronization
Registration of evacuees across sheltersRegistration of evacuees across shelters Moment to moment, time-pressured updated informationMoment to moment, time-pressured updated information
JFMCC “battle watch”JFMCC “battle watch” Patient trackingPatient tracking
Hancock mobile medical center, awareness of patient status Hancock mobile medical center, awareness of patient status from arrival to departurefrom arrival to departure
Field to base situation reportsField to base situation reports MercyCorpsMercyCorps
Groove Deployment ChallengesGroove Deployment Challenges Deployment: Deployment:
For crisis situation, should optimize for For crisis situation, should optimize for rapidrapid proliferation of application through both formal and proliferation of application through both formal and informal social networksinformal social networks
Barriers to rapid deployment:Barriers to rapid deployment: Training required for most effective useTraining required for most effective use
Change of default settings, importing contacts, invitation to Change of default settings, importing contacts, invitation to workspacesworkspaces
Specialized knowledge required for use of formsSpecialized knowledge required for use of forms Distributed as single use application, should have “host” Distributed as single use application, should have “host”
license: host role very important, sponsoring new license: host role very important, sponsoring new relationships across organizations through workspacesrelationships across organizations through workspaces
Deployment Challenges Cont’dDeployment Challenges Cont’d
Downloading difficultDownloading difficult Need laptop/desktopNeed laptop/desktop Both invitee and inviter must be online for confirmations, Both invitee and inviter must be online for confirmations,
and for space to downloadand for space to download downloads entire workspace, takes too much time, should downloads entire workspace, takes too much time, should
download just the past weekdownload just the past week ““Managed” identity and activation accountsManaged” identity and activation accounts
False impression need someone to help activate, inhibits False impression need someone to help activate, inhibits people from inviting otherspeople from inviting others
Cannot change identity information in some situationsCannot change identity information in some situations Some organizations require IT buy-in for downloading and Some organizations require IT buy-in for downloading and
identity activationidentity activation
Prototyping RecommendationsPrototyping Recommendations Groove “Light”Groove “Light”
Optimize for rapid proliferation through network (formal & informal)Optimize for rapid proliferation through network (formal & informal) Optimize for mobility of contacts: associated with cell phone, across Optimize for mobility of contacts: associated with cell phone, across
machinesmachines Refine new user experience to minimize any training required, rely on host Refine new user experience to minimize any training required, rely on host
role for supportrole for support Mobile applicationMobile application
Ad hoc group communication Ad hoc group communication Peer to peer mobilePeer to peer mobile
Universal, persistent identity systems for mobile relief workers and recipientsUniversal, persistent identity systems for mobile relief workers and recipients Unified storeUnified store Associated with personal cell phone, automatic publish for emergency Associated with personal cell phone, automatic publish for emergency
situationsituation Identity controlled by individuals, not organizationsIdentity controlled by individuals, not organizations Integration with mobile: sending text message status reports (“I am alive!!”)Integration with mobile: sending text message status reports (“I am alive!!”)
Location awarenessLocation awareness Reputation system for individuals and organizations providing aidReputation system for individuals and organizations providing aid
Future DirectionsFuture Directions
Enabling complex information sharing and trust Enabling complex information sharing and trust development across organizations and across social development across organizations and across social hierarchieshierarchies
How to best support both informal and formal How to best support both informal and formal communication channels across organizationscommunication channels across organizations
Role of social hierarchy inhibiting/enabling cross group Role of social hierarchy inhibiting/enabling cross group collaborationcollaboration
Role of personal relationships (trusted host) in Role of personal relationships (trusted host) in developing across organizational collaborationdeveloping across organizational collaboration
top related