role of social media in crisis response: mumbai blasts 2011 lessons learned - iscram 2012 summer...
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Role of Social Media in Crisis Response: Mumbai Blasts 2011 Lessons Learned - ISCRAM 2012 Summer SchoolTRANSCRIPT
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Case Study: Mumbai Blasts 2011ISCRAM 2012 Summer SchoolThe Role of Social Media in Crisis ManagementAjay Kumar - @ajuonline E: [email protected] W: http://aju.bz/meMSc(IT), BE(Comp.) 23-08-2012, Tilburg UniversityMSc PSTS - University of Twente
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The Event• Often referred to as 13
July or 13/7
• Series of three coordinated bomb
explosions at different locations in
Mumbai, India, on 13 July 2011
between 18:54 and 19:06 IST.
• The blasts occurred at the
Opera House, Zaveri Bazaar, and
Dadar West localities, leaving 26
killed, and 130 injured.
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Reaction & After Effect
• Phone lines Jammed & Communications
Ceased for at least a few hours.
• Other metro cities put on high alert.
• Mumbai Police sent an SMS to a few mobile
phone users in Mumbai reading "Bomb blasts
reported at Zaveri Bazaar, Dadar. Please be
careful. Stay indoors. Watch news channels".
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People were using Social Media for?
• Offers of Help - #Here2Help▫Blood Donors▫Shelter▫Transport – I am heading this way, anyone needs
help?• Requests for Help - #NeedHelp
▫Blood▫Transport – I am stuck here!
• Missing/Found People• Injured• List of Police/Hospital Contacts
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Communication Channels/Mediums•SMS•TV/News Channels•Twitter - #hashtags•Facebook – “I am OK!”•Google Docs/Spreadsheet•Skype – Coordinating Tasks•Ushahidi – Aggregating, Information,
Curating
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Coordination with SBTF• People from
other parts of the world helping.
• Such teams who-know-what-to-do during a crisis are useful.
• Monitoring, Aggregating, Communicating
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Outdated Messages•Tweets sent at 9:30 pm about roadblocks and
traffic jams were still being re-tweeted hours later.
•We made sure that such information does not make it on the map.
•All content tagged on the page is moderated with the hope of providing useful information.
•"We read the time stamp of the information tweeted and decide if it's stale or whether it should form part of our page."
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The document was created by Nitin Sagar, an IT engineer in Delhi, 1,200km (720 miles) away
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Web of Trust/Influence/Reach
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Web of Trust/Influence/Reach
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Statistics:
• Hits - Day 1 (13th July 2011) - 197684 - Page Views - 58513 - Traffic - 2326445 KB
• Hits - Day 2 (14th July 2011) - 188403 - Page Views - 47850 - Traffic - 1771850 KB
• Peak Traffic Hours - 16 and 17 (as per GMT) IST=+5.5
• Tweets “search engine”/scheduler START time - July 13, 2011, 8:06 pm
• Tweets “search engine”/scheduler END time - July 15, 2011, 11:24 pm
• Twitter “Messages” Read by System - 10,101 (RT, Spam etc)
• #mumbaiblasts - 7161 messages of 10101.
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Expect Distractions & Bad Apples
•Someone messing up with the “public” sheet
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Lessons Learned•Avoid Redundancy - Stop when the time is
right.•Don’t push a tool or platform – Community will
use what is easy & familiar for them.•Monitor, Aggregate, Respond & Communicate•Coordinated Task Forces to do the above. E.g.
SBTF can be helpful.• Identify the community – Affected Directly or
Indirectly? Shift Focus/Attention accordingly.• Identify Rumours• Identify Trusted/Influential People
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Thank You• Questions?• E: [email protected]• MumbaiBlasts CrisisMap:
http://fmi.me/mumbai• http://aju.bz/me
• Ajay Kumar - @ajuonline• MSc PSTS (2012-2014) –
University of Twente, Netherlands
• MSc (IT), BE(Computing) - India