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EMERGENCY MANAGEMENT IN SOCIAL MEDIA GENERATION Deliverable 2.5 Continuous Citizens and EMS Involvement by Social Media Christian Reuter1, Marc-André Kaufhold1, Thomas Spielhofer² University of Siegen1, Tavistock Institute² April 2017 Work Package 2 Project Coordinator Prof. Dr.-Ing. Rainer Koch (University of Paderborn) 7th Framework Programme for Research and Technological Development COOPERATION SEC-2013.6.1-1: The impact of social media in emergencies D2.5: Continuous citizens and EMS involvement over Social Media, Version V2, PU Distribution level Public (PU) Due date 30/04/2016 Sent to coordinator 30/04/2017 (M37) No. of document D2.5 Title Continuous Citizens and EMS Involvement by Social Media Status & Version Final Work Package 2: Impact of Social Media in Emergencies Related Deliverables D2.2, D3.6, D3.7 Leading Partner University of Siegen Leading Authors Christian Reuter, University of Siegen Marc-André Kaufhold, University of Siegen Thomas Spielhofer, Tavistock Institute Contributors Christian Reuter, Thomas Ludwig, Therese Friberg, Sylvia Pratzler-Wanczura, and Alexis Gizikis (section 3.1) Christian Reuter, Thomas Ludwig, Marc-André Kaufhold, and Thomas Spielhofer (section 3.2) Christian Reuter, Christoph Amelunxen, and Matthias Moi (section 3.3) Marc-André Kaufhold and Christian Reuter (section 4.1) Christian Reuter and Thomas Spielhofer (section 4.2) Christian Reuter, Marc-André Kaufhold, Inken Leopold, and Hannah Knipp (section 4.3) Reviewers Rajendra Akerkar, WNRI Keywords Social Media, User Involvement, Citizens, Emergency Services This project has received funding from the European Union’s Seventh Framework Programme for research, technological development and demonstration under grant agreement no 608352. I D2.5: Continuous citizens and EMS involvement over Social Media, Version V2, PU Table of contents Glossary .......................................................................................................... III 1 Introduction ......................................................................................... 1 1.1 Abstract .................................................................................................................. 1 1.2 Purpose of the document ...................................................................................... 1 1.3 Target audience ..................................................................................................... 1 2 Continuous User Involvement in EmerGent .......................................... 2 2.1 Theoretical Approaches of Continuous User Involvement ................................... 2 2.2 Conducted Methods with Emergency Services ..................................................... 3 2.3 Conducted Methods with Citizens ........................................................................ 3 2.4 Conducted Methods with Emergency Services and Citizens ................................ 3 3 Continuous Integration of Emergency Services ..................................... 4 3.1 Qualitative Interview Study: Current and Potential Use of Social Media ............. 4 3.2 Quantitative Online Survey: Attitudes of Emergency Service Staff towards Social Media ..................................................................................................................... 4 3.3 Qualitative Evaluation of Alerts and Notifications for Emergency Management . 5 3.4 Workshops wit Emergency Services: EAB Workshop I & II, Final Workshop ........ 5 4 Continuous Integration of Citizen ......................................................... 7 4.1 Qualitative Case Study on Social Media for Volunteer Communities ................... 7 4.2 Quantitative Online Survey on Citizens’ Attitudes towards Social Media ............ 7 4.3 Study on Distribution, Use and Public Views on Crisis Apps ................................. 8 5 Continuous Integration of Emergency Services and Citizens .................. 9 5.1 Comparative Case Studies on Flood Events .......................................................... 9 6 Appendix ............................................................................................ 10 7 Conclusion and Outlook ...................................................................... 11 References ..................................................................................................... 12 II D2.5: Continuous citizens and EMS involvement over Social Media, Version V2, PU Glossary Abbreviation Expression EmerGent Emergency Management in Social Media Generation EMC Emergency Management Cycle ES Emergency Service EMS Emergency Management Service FB Facebook VOST Virtual Operations Support Team III D2.5: Continuous citizens and EMS involvement over Social Media, Version V2, PU 1 Introduction 1.1 Abstract User involvement is an important component in the development of effective software engineering system. Especially while designing software for safety-critical settings the involvement of end-users is crucial. Within the project, end-users, such as citizens and emergency services, have been involved a lot. This deliverable describes how end-users have been involved. Furthermore, we describe results on citizens’ perception of social media as well as the results on a study on the distribution and user of crisis apps. 1.2 Purpose of the document The task 2.5 will consciously involve citizens and EMS in the impact analysis, the analysis regarding integration potentials of social media into phases of the EMC and the development of software components using a living lab approach as a systematic user co-creation approach integrating research and innovation processes. • Acquisition of users who will participate long-term (the whole duration of the project) in the tasks. • Development of basic infrastructures (e.g. social networking system) to maintain and support the relationship. • Continuous integration of EmerGent interventions (concepts and prototypes). • Improvement of EMS’ work practices and the involvement of citizens in the EMC by involvement of social and to deliver input for the impact assessment in Task 2.2 and Task 2.3. 1.3 Target audience Researchers and practitioners in the field. 1/13 D2.5: Continuous citizens and EMS involvement over Social Media, Version V2, PU 2 Continuous User Involvement in EmerGent 2.1 Theoretical Approaches of Continuous User Involvement User involvement in a design process is a necessary point to understand and figure out the user needs and desires (Eriksson et al., 2006). Therefore, fieldwork and ethnographical studies are essential either to compare the users’ statements and descriptions of their environment with the real status quo or to gain a deeper understanding of the habits and working routines of the users’ everyday life. It can be assumed that there is a difference between what people say, what people say they do and what they actually do (Randall et al., 2007). The user itself has become the most important component in modern development processes. Getting to know the users thoughts, ideas and knowledges in field studies, the developer profits by the users experiences in order to invent new solutions (Eriksson et al., 2006). As the first ideas about smart homes occurred, the need for a real home environment for getting representative testing results became much more important. The concept Living Labs first was established by William Mitchel at the MIT Media Lab to represent a user-centered methodology for research in the terms of sensing, prototyping validating and refining complex solutions in multiple real-world conditions (Eriksson et al., 2006). Besides the technological advantages of Living Labs like detailed recording and observing methods, allow deep insights into the users attitude towards new technology, which is crucial for the success of ideas based on high technology (Eriksson et al., 2006). The difference between the Living Lab approach and other user-centered methods is the idea of breaking up the trial and error process and adopt a collaborative design process between users and developers working closely together (Eriksson et al., 2006). Especially for a long-time user involvement the concept of Living Labs has been a proven method. Offering the space and the possibilities to create ideas and to experience from the real use context, Living Labs provide an active role to the user and stimulate the ongoing research during a project (Ogonowski et al., 2013). The idea of staying in touch with the participants is a productive way to provide a positive feeling of integration and helps the participants to identify themselves with the course of the project, which is crucial for the success of the Living Lab approach (Ogonowski et al., 2013). At the University of Siegen the PraxLabs approach combines methodologies of Living Labs with Ethnography and Participatory Design approaches. The PraxLabs of Siegen are situated in real households in everyday life contexts consisting of representative end-user groups in a long- term perspective (Müller et al., 2014). This approach provides a very close every-day proximity of the users towards the design process, as they are part of the team of designers and developers. Exploring prototypes, co-creating new ideas with team members, evaluating and experience new solutions or ideas are main opportunities of the PraxLab approach the participants shall find out (Müller et al., 2014). The assured level of detail of a field study in Living Labs or PraxLabs is, because of its richness of empirical material, indispensable for the