Implementing Social Media in Crisis Response Using Knowledge Management

Social media is being used by individuals during a crisis to alert rescuers to their location, status others on their condition or on environmental conditions, warn of issues, and so forth. However, organizations have been slower to adopt social media for crisis response. This paper explores issues affecting social media adoption by organizations for crisis response and proposes the use of knowledge management strategy as a process for mitigating these issues and guiding organizations in adopting social media into their crisis response plans.

Achieving Electric Restoration Logistical Efficiencies during Critical Infrastructure Crisis Response

After the 2007 Southern California wildfire events, event-assessment of the efficacy of spreadsheets and paper forms raised the question of whether alternative tools could have achieved greater efficiencies in the logistical support of command centers, the sites from which the local utility’s electric restoration personnel were deployed. In this paper, the authors examine what approach would have enabled personnel working on the logistics of the command center effort to have easier-to-use, faster-to-access, command center data stored in, and provided via, a catastrophe resilient platform other than the traditional company computer network. Additionally, the capability to store basic command center requirements from previous emergency responses, thereby saving time during the next emergency, was examined.

Wiki Technology and Emergency Response

This paper is about the design and implementation of a wiki-based knowledge management system for improving emergency response. Most organizations face difficult challenges in managing knowledge for emergency response, but it is crucial for response effectiveness that such challenges be overcome. Organizational members must share the knowledge needed to plan for emergencies. They also must be able during an emergency to access relevant plans and communicate about their responses to it. This study, which employed action research methods, suggests that wiki technology can be used to manage knowledge for emergency response. It also suggests that effective use of a knowledge management system for emergency response requires thorough training, a knowledge-sharing culture, and a good fit between emergency-response tasks and system capabilities.

The Use of Social Media in Disaster Situations

Recent disasters highlight the importance of social media supporting critical information gathering and dissemination efforts by members of the public. Given that disasters pose unique challenges and social media are evolving rapidly, how can one compare the effectiveness of social media in different disaster situations? Drawing from prior work on e-participation, this paper proposes a novel framework for social media use based on four key modules: selection, facilitation, deliberation, and aggregation. A comparative analysis of social media use following a man-made disaster (the 2007 Virginia Tech tragedy) and during a natural disaster (the 2009 Britain blizzard) exemplifies the value of the proposed framework. Future research can build on and leverage the present work by analyzing and incorporating additional cases on the use of social media in disaster situations.

A Methodology for Inter-Organizational Emergency Management Continuity Planning

This paper extends emergency management literature by developing a methodology for emergency management continuity planning (EmCP). In particular, the methodology focuses on inter-organizational continuous and coordinated planning among emergency management organizations. The authors draw on Soft Systems Methodology (Checkland & Scholes, 1999; Checkland, 2000), using it as a base for better understanding of EmCP. Barriers that must be overcome before the methodology can be introduced and established, as well as potential benefits, are also discussed.

Lessons Learned on the Operation of the LoST Protocol for Mobile IP-Based Emergency Calls

The technology used in citizen-to-authority emergency calls is based on traditional telephony, that is, circuit-switched systems. However, new standards and protocols are being developed by the Internet Engineering Task Force (IETF) to allow emergency communications over packet switched networks, such as the Internet. This architecture is known as Next Generation-9-1-1 (NG-911). In this paper, the authors present lessons learned from experiments on the IETF standard called Location to Service Translation protocol (LoST). LoST maps the user’s location to the address of the emergency call center that serves that location. After implementing the standards in a test-bed with real-world systems, spatial databases, and communication networks, the authors observed performance issues that users may experience. Based on their observations, the authors propose practical ideas to improve the performance of the NG-911 system and LoST protocol operation for mobile users.

An Approach to Using Ontologies for the Development of High Quality Disaster Recovery Plans

Disasters have the potential to cripple a country and those countries that are particularly susceptible to disasters must have effective disaster recovery plans (DRP) in place to ensure that the country can return to normalcy as soon as possible after the devastation. However, for the plan to be effective it must be of high quality, which is often viewed as a multidimensional concept containing essential factors for DRP, such as consistency, completeness, reliability and feasibility. Therefore, any methodology for the development of DRP must take these dimensions into account as their affect on quality is considerable. In this regard, the authors describe a quality based methodology for the development of DRP, including a methodology that makes use of ontologies containing properties that are suited to the development of these high quality plans. The applicability of the proposed methodology will be demonstrated through a case study of an electric utility company in Jamaica.

The Role of Social Networks in Emergency Management

Lack of relevant information, particularly geospatial information, is one of the major challenges in emergency management. In the past few years, geospatial information created by volunteers and facilitated by social networks has become a promising data source in time-critical situations. This paper discusses the roles that social networks can play in the crowdsourcing of geospatial information for emergency management, data generation and dissemination through social networks, and investigates the relationships and interactions in social networks. Research issues arise in the areas of data access, data quality, information synthesis, emerging patterns of human behaviors in emergencies, analysis and visualization of nested social networks, implementation of information systems for emergency management, privacy, and equity.

Factors that Influence Crisis Managers and their Decision-Making Ability during Extreme Events

This paper reviews crisis literature, identifying factors that most challenge decision makers during extreme events. The objectives are to understand the environment in which the emergency manager is working; isolate factors that hinder the decision maker’s ability to implement optimum solutions; and identify structures that best fit the problem type. These objectives are important because extreme events are not well managed. Extreme events are best characterized as wicked problems. Stress, information overload, bias, and uncertainty create an environment that challenges even the best decision makers. Factors must be better understood so that policies, systems, and technologies can be created to better fit the needs of the decision maker. The authors discuss ongoing research efforts and describe systems being designed and implemented that provide a variety of web based collaborative tools, as well as solutions to these wicked problems.

The Relationship between IT Director Values and Extent of IT Disaster Recovery Planning in the Banking Industry

Information technology plays a pivotal role in defining the success of organizations. Given its importance, one might assume that modern organizations take steps to ensure the recovery of IT services following disasters. Unfortunately, this is rarely the case. To understand the variation in degree of IT disaster recovery planning, this research focused on those responsible for managing IT resources and IT directors. For the study, a survey was mailed to 337 financial service institutions in the southeastern United States. Over 150 IT directors completed self-assessments for measuring the extent to which their organization engages in IT disaster recovery planning. In addition, they responded to a number of questions regarding their work-related values, and over 63% of the variance in degree of IT disaster recovery planning was explained by two predictors: uncertainty avoidance and long-term orientation. Results show that firms with IT professionals who prefer to avoid uncertainty and who have long-term outlooks have more developed IT disaster recovery plans.