DOCSLIB.ORG

Emergency Management in Social Media Generation

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Emergency Management in Social Media Generation EMERGENCY MANAGEMENT IN SOCIAL MEDIA GENERATION Deliverable 7.3 Guidelines to increase the benefit of social media in emergencies Final Alexis Gizikis, Tony O’Brien & Iratxe Gomez Susaeta (EENA), Matthias Habdank & Annika Schubert (UPB), Christian Reuter & Marc-Andre Kaufman (USI), Joe Cullen (TIHR), Andrew Muddiman (OCC), Mattia Perruzza & Uberto Delprato (IES) May 2017 Work Package 7 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 D7.3: Guidelines to increase the benefit of social media, Version V1.0, Public Distribution level Public Due date 31/05/2017 (M38) Sent to coordinator 29/05/2017 No. of document D7.3 Title Guidelines to increase the benefit of social media in emergencies Status & Version Final Work Package 7: Guidelines, Dissemination, Exploitation and Ethics Related Deliverables D2.2, D2.3, D2.4, D2.6, D2.7, D3.1, D3.2, D3.3, D3.5, D3.6 Leading Partner EENA Authors Alexis Gizikis, Tony O’Brien, Iratxe Gomez Susaeta, EENA Matthias Habdank, Annika Schubert, UPB Christian Reuter and Marc-Andre Kaufman, USI Joe Cullen, TIHR Andrew Muddiman, OCC Mattia Perruzza, Uberto Delprato, IES Reviewers Dieter Nuessler, FEU Keywords Social media for emergency management, guidelines, social media strategy, policy, ICT Tool for social media analysis, VOST This project has received funding from the European Union’s Seventh Framework Programme for research, technological development and demonstration under grant agreement no 608352. The Guidelines to increase the benefit of social media in emergencies by the EmerGent Consortium are licensed under a Creative Commons Attribution 4.0 International License. Based on a work at www.fp7-emergent.eu/guidelines. 1/96 D7.3: Guidelines to increase the benefit of social media, Version V1.0, Public Table of contents List of Figures ....................................................................................................................... 4 List of Tables ........................................................................................................................ 5 List of Abbreviations ............................................................................................................ 6 1 Introduction ................................................................................................................. 8 1.1 Abstract .......................................................................................................................... 8 1.2 Purpose of the document ................................................................................................ 8 1.3 Target audience .............................................................................................................. 8 2 Foreword ..................................................................................................................... 9 2.1 Purpose of the guidelines ................................................................................................ 9 2.2 Who the guidelines are for? ............................................................................................. 9 2.3 Structure of the guidelines ............................................................................................ 11 2.4 Methodology used to develop the guidelines ................................................................. 12 3 Preliminary considerations ......................................................................................... 13 3.1 Potentials and opportunities of using social media in emergencies ................................. 13 3.1.1 Potentials of using social media ......................................................................................... 13 3.1.2 Opportunities for using social media in emergency management .................................... 13 3.2 Risks associated with using social media in emergencies ................................................ 15 3.3 Organisational and professional factors inhibiting the use of social media ...................... 15 3.4 Lessons learnt from organisations that experimented with social media ......................... 16 4 Guidelines for emergency services & public authorities............................................... 17 4.1 Prepare to start using social media ................................................................................ 17 4.1.1 Consider the legal implications........................................................................................... 17 4.1.2 Consider the needs in human and financial resources ...................................................... 18 4.1.3 Prepare a social media strategy ......................................................................................... 19 4.1.4 Clearly communicate the social media strategy and provide staff training ....................... 23 4.1.5 Explore what ICT tools are available for social media monitoring and analysis ................ 25 4.1.6 Use of apps for direct communication (A2C and C2A) ....................................................... 26 4.1.7 Plan the next steps to start using social media .................................................................. 29 4.2 Before an emergency .................................................................................................... 30 4.2.1 Provide information about your organisation, its operations and emergency prevention and preparation ............................................................................................................................... 31 4.2.2 Raise awareness on the use of social media ...................................................................... 32 4.2.3 Use of ICT tools for social media monitoring and analysis ................................................. 34 4.2.4 Team up with other groups and organisations .................................................................. 35 4.2.5 Publish alerts for the risk of an upcoming emergency ....................................................... 37 4.3 During an emergency .................................................................................................... 37 4.3.1 Understand how social media is used by citizens during emergencies ............................. 38 4.3.2 Establish communication with the public .......................................................................... 41 4.3.3 Request information from the public ................................................................................. 43 4.3.4 Use of ICT tools for social media monitoring and analysis ................................................. 44 4.3.5 Respond to false information and rumours ....................................................................... 45 4.3.6 Collaborate with emergent group initiatives ..................................................................... 49 4.4 After an emergency ....................................................................................................... 50 4.4.1 Continue the communication with the citizens ................................................................. 50 4.4.2 Evaluate your social media use during the emergency ...................................................... 50 2/96 D7.3: Guidelines to increase the benefit of social media, Version V1.0, Public 5 Guidelines for citizens ................................................................................................ 52 5.1 General Aspects while using social media ...................................................................... 52 5.2 Before an emergency .................................................................................................... 52 5.3 During an emergency .................................................................................................... 52 5.4 After an emergency ....................................................................................................... 53 6 Annex I: Methodology for the derivation of the following guidelines .......................... 54 6.1 Review of existing guidelines ......................................................................................... 55 7 Annex II: Data Protection and Privacy Guidelines for Processing Social Media Data ..... 58 7.1 Overview ...................................................................................................................... 58 7.1.1 Target Audience .................................................................................................................. 58 7.1.2 Document Organisation...................................................................................................... 58 7.1.3 Disclaimer ........................................................................................................................... 59 7.2 Responsibility ................................................................................................................ 59 7.2.1 Project responsibility .......................................................................................................... 59 7.2.2 Who do you answer to? ..................................................................................................... 60 7.3 Is what you are proposing lawful? ................................................................................. 61 7.3.1 Consent ..............................................................................................................................
Load more

Recommended publications
  • Promotion of Emergency Numbers
    EENA Operations Document Promotion of Emergency Numbers Title: Promotion of Emergency Numbers Version: 1.0 Code: 1.2.1_EducationEmergencyNumbers_v1.0.doc Revision Date: 14-08-2013 Status of the Draft For comments Approved document: EENA Operations Document – Promotion of Emergency Numbers 1 EENA asbl [email protected] - www.eena.org is a non-for-profit association Contributors to this document This document was written by members of the EENA Operations Committee: Members Country / Organisation Jerome Paris EENA Tony O'Brien EENA Anders Klarström SOS Alarm, Sweden Adrian Fulea Special Telecommunications Service (STS) Angeles Rodriguez 112 Canary Islands EENA Operations Document – Promotion of Emergency Numbers 2 EENA asbl [email protected] - www.eena.org is a non-for-profit association Table of contents 1 Introduction .......................................................................................................................... 4 2 Legislation ............................................................................................................................ 4 3 General overview ................................................................................................................... 4 A. Objectives .......................................................................................................................... 4 i. Save lives and properties .................................................................................................... 4 ii. Reduce hoax calls and improve cost efficiency of emergency services
    [Show full text]
  • 2017 Impact Report
    2017 IMPACT REPORT EUROPEAN UNION OF THE DEAF 02 ACKNOWLEDGEMENTS EUD would like to thank the European The EUD interns Gianluca Grioli, Bernadette Commission for funding this 2017 Impact Auersperg and Valeria Giura, along with all Report under the REC Work Programme. members of staff contributed to this up-to- Without their substantial financial date report with photos, texts and signed contributions, the publication of this report input. would not have been possible. Our member associations are at the heart of The support of the EUD Board and President our work and we thank them for assisting and have been of invaluable help to create an co-operating with us throughout the year. accurate and up-to-date account of the EUD activities in 2017: The European Disability Forum (EDF), our European disability umbrella organisation, Board 2014 - 2017: has been a great partner in all our work, President .......... Dr Markku Jokinen informing us and collaborating with our Vice-President .... Dr Humberto Insolera board and staff via email and in person, in and Board Member .... Louise “Lolo” Danielsson outside of Brussels. Board Member .... Alfredo Gómez Fernández Board Member .... Dr Gergely Tapolczai In support of its daily work, EUD has been in contact with a large number of Members of Board 2017 - 2021: the European Parliament (MEPs) and other President .......... Dr Markku Jokinen EU policymakers and aspires to continue this Vice-President .... Dr Gergely Tapolczai fruitful co-operation in the coming years. Board Member .... Louise “Lolo” Danielsson Board Member .... Daniel Büter Board Member .... Sofia Isari Dr Markku Jokinen Dr Gergely Tapolczai Louise “Lolo” Danielsson Sofia Isari Daniel Büter EUD IMPACT REPORT 2017 03 FOREWORD BY EUD PRESIDENT My mandate as president came to an end considered, and the Act looked positive.
    [Show full text]
  • Eurohealth Volume 15 Number 1, 2009
    Eurohealth RESEARCH • DEBATE • POLICY • NEWS Volume 15 Number 1, 2009 Chronic disease management and remote patient monitoring Chronic disease management in Europe and the US Clinical and economic perspectives on remote patient monitoring Adopting mainstream telecom services: lessons from the UK Cross-border health care: implications for NHS • Norway: improving child and adolescent mental health services Promoting a sustainable workforce • Pharmaceutical sector in Srpska • South Korea: long term care insurance Chronic disease management and the Eurohealth use of remote patient monitoring LSE Health, London School of Economics and Political Science, Houghton Street, London WC2A 2AE, UK Chronic diseases, such as heart disease and diabetes, have fax: +44 (0)20 7955 6090 C http://www.lse.ac.uk/collections/LSEHealth substantial health and economic impacts. Routine con- sultations to monitor these conditions place a consider- Editorial Team able strain on health service resources. Consequently, EDITOR: there has been an increased interest in utilising informa- David McDaid: +44 (0)20 7955 6381 email: [email protected] tion technology to help manage patients. One such inno- vation – the use of remote monitoring – allows for the FOUNDING EDITOR: O Elias Mossialos: +44 (0)20 7955 7564 collection of routine information on the health status of email: [email protected] individuals outside the doctor’s office and is the focus of DEPUTY EDITORS: much of this issue of Eurohealth. Sherry Merkur: +44 (0)20 7955 6194 Philipa Mladovsky: +44 (0)20 7955 7298 Chronic disease management (CDM) encompasses the ASSISTANT EDITORS: M ongoing management of chronic conditions over a period Azusa Sato +44 (0)20 7955 6476 of time using evidence-based care.
    [Show full text]
  • 2 Slovenia's Crisis Preparations and Response Measures
    In accordance with Article 38 of the Regulation on the Ministry of Defence Planning (No. 024-34/2011- 21 of 13 September 2012) I hereby issue the ANNUAL REPORT OF THE MINISTRY OF DEFENCE FOR 2017 2/114 TABLE OF CONTENTS The structure of the report reflects the key working areas of the Ministry of Defence (MoD) which fol- low the programme structure of the budget. In addition to military defence and protection against nat- ural and other disasters, a special chapter in the report summarizes the activities which took place in the administrative field, which carries out steering, managerial, common, supporting and other administrative assignments for the entire Ministry. This section also includes crisis management. Finally, the resource plans, key implementation plans of the MoD and their progress and completion, and the implementation of the risk register are presented at the end of the report. MINISTER’S STATEMENT . 6 MILITARY DEFENCE . .10 . 1 STRUCTURE AND SIZE OF THE SAF ....................................................10 2 SAF MILITARY TRAINING AND EXERCISES ............................................... 11 3 DEVELOPMENT AND BUILDING OF SAF CAPABILITIES ....................................16 4 MAINTAINING A LEVEL OF READINESS .................................................17 5 KEY PROJECTS OF THE MODERNIZATION OF THE SAF ....................................18 6 SAF OPERATIONS IN SUPPORT OF THE SYSTEM OF PROTECTION AGAINST NATURAL AND OTHER DISASTERS ...............................................................21 7 SAF CONTRIBUTION
    [Show full text]
  • EU Fire Safety Guide Printable Version
    FIREFIGHTING STRUCTURAL SAFETY COMPARTMENTATION EVACUATION EARLY SUPPRESSION DETECTION PREVENTION GUIDE THE 7 LAYERS OF FIRE SAFE BUILDINGS THE 7 LAYERS OF FIRE SAFETY IN BUILDINGS INTRODUCTION Over the past decades, Europe has achieved substantial improvements in fire safety thanks to the continuous adjustment and 65% implementation of fire safety strategies. FATALITIES OVER As a result of comprehensive approaches, THE LAST fire fatalities have fallen by 65% in 30 YEARS Europe over the last 30 years. However, more needs to be done as fire EACH FIRE safety in buildings remains a major societal VICTIM issue. According to statistics, it is estimated IS ONE that, in Europe, around 5000 people a year TOO MANY are killed due to building fires. 1 All actors involved should intensify their efforts in finding and implementing effective solutions. According to the subsidiarity principle, fire safety is a national competence, but the European Union (EU) also has a role to play. For instance, in 2017, it established the EU Fire Information Exchange Platform (FIEP) to enhance cooperation among Member States, In 2017 as well as to facilitate the exchange of information with stakeholders, identifying five EU FIRE INFORMATION priority areas: statistics, fire prevention, EXCHANGE PLATFORM (FIEP) innovation in products and applications FORMED including high-rise buildings, experience from fire accidents and fire engineering. Most of the fatalities from fire happen in residential fires that are preventable. To achieve this, fire safety in buildings requires a holistic approach from preventing the start of any fire to containing and extinguishing it. In this guide, we present the seven layers of fire EARLY STRUCTURAL FIREFIGHTING safety that must be considered in order to PREVENTION DETECTION SUPPRESSION EVACUATION COMPARTMENTATION SAFETY protect citizens and buildings, and how each of these can be improved.
    [Show full text]
  • First Report of Session 2010–11
    House of Commons European Scrutiny Committee First Report of Session 2010–11 Documents considered by the Committee on 8 September 2010, including the following recommendations for debate: The Cotonou Agreement A twelve-point EU action plan in support of the MDGs European Security and Defence Policy: EULEX Kosovo Draft Budget 2011 Terrorist Finance Tracking Program Financial assistance for Member States Economic policy coordination Europe 2020 Strategy: integrated guidelines European citizens’ initiative Report, together with formal minutes Ordered by The House of Commons to be printed 8 September 2010 HC 428-i Published on 22 September 2010 by authority of the House of Commons London: The Stationery Office Limited £0.00 Notes Numbering of documents Three separate numbering systems are used in this Report for European Union documents: Numbers in brackets are the Committee’s own reference numbers. Numbers in the form “5467/05” are Council of Ministers reference numbers. This system is also used by UK Government Departments, by the House of Commons Vote Office and for proceedings in the House. Numbers preceded by the letters COM or SEC are Commission reference numbers. Where only a Committee number is given, this usually indicates that no official text is available and the Government has submitted an “unnumbered Explanatory Memorandum” discussing what is likely to be included in the document or covering an unofficial text. Abbreviations used in the headnotes and footnotes EC (in “Legal base”) Treaty establishing the European Community EM Explanatory Memorandum (submitted by the Government to the Committee) EP European Parliament EU (in “Legal base”) Treaty on European Union GAERC General Affairs and External Relations Council JHA Justice and Home Affairs OJ Official Journal of the European Communities QMV Qualified majority voting RIA Regulatory Impact Assessment SEM Supplementary Explanatory Memorandum Euros Where figures in euros have been converted to pounds sterling, this is normally at the market rate for the last working day of the previous month.
    [Show full text]
  • Communiqué De Presse
    37-2009 – 11 février 2009 Le 112, numéro d'urgence unique de l'UE La Commission européenne veut une gestion multilingue des appels Depuis décembre 2008, où qu'ils soient sur le territoire de l'Union européenne, les citoyens de l'UE peuvent appeler gratuitement les services d'urgence en formant le 112, le numéro d'urgence unique, à partir de téléphones fixes et mobiles. Toutefois, un Européen sur quatre seulement sait que ce numéro existe dans les autres États membres et presque trois personnes sur dix ayant appelé le 112 dans d'autres pays se sont heurtées à un problème linguistique. Aujourd'hui, la Commission, le Parlement européen et le Conseil ont déclaré le 11 février «Journée européenne du 112» afin de promouvoir le numéro d'appel unique et d'inciter les autorités nationales à le rendre plus multilingue. «Le numéro d'urgence européen devrait cesser d'être le secret le mieux gardé d'Europe. Nous avons un numéro d'appel unique, le 112, qui fonctionne pour toutes les urgences, dans tous les États membres et pour tous les citoyens qui en ont besoin. Il est inacceptable que moins d'un quart des citoyens connaissent le 112 ou que des barrières linguistiques empêchent les voyageurs qui appellent le 112 de communiquer avec l'opérateur» a déclaré Viviane Reding, la commissaire européenne chargée des télécommunications. «L'UE doit s'efforcer de garantir la sécurité de nos 500 millions de citoyens tout comme elle s'est efforcée de garantir leur droit de circuler librement entre les 27 pays. La première journée européenne du 112 devrait sensibiliser les autorités nationales à la nécessité d'améliorer le nombre de langues disponibles dans leurs centres d'urgence 112 et faire connaître davantage ce numéro.» Selon une enquête menée dans toute l'UE pour le compte de la Commission européenne, 94 % des citoyens de l'UE estiment qu'il est utile de disposer d'un numéro d'appel unique accessible dans toute l'UE.
    [Show full text]
  • Room for Improvement in Locating Emergency Callers, Says EC Report
    112 day: room for improvement in locating emergency callers, says EC report On the occasion of February 11 - European 112 day, an EC report summarises emergency number uptake and use Europe-wide, while other EC activity in the past year or coming up in the following months is also presented. 112, Europe's single emergency number is helping people and saving lives every day across 28 countries However, there is significant room for improvement in key areas like caller location and access for disabled people according to a Commission report published on the occasion of European 112 Day. Data gathered from national authorities shows: No improvement in implementing more accurate caller location: Cell ID/Sector ID is a standard location requirement in Europe for mobile networks and can give the location of a caller to between 30 meters and tens of kilometres. Despite the existence of this and other (more accurate) caller location solutions, member states have made no progress in applying them to 112 calls. Excessive delays for Emergency Services to receive caller location: Caller location has to be provided together with the call to the emergency service in order to make the emergency intervention more efficient. However this information is received after an excessively long time in in France (several minutes), Malta (5-10 minutes) and Greece (34 min. 56 s). It has to be noted that Austria, Czech Republic, Latvia, Portugal and Slovakia did not report data on the average time needed for receiving the caller location by the 112 operator. The Commission will soon launch a pilot project analysing the transmission of caller location data from smartphones to 112 emergency call centres, following a request from the European Parliament.
    [Show full text]
  • An Assessment of Road Traffic Safety in Kosovo : {Presentation Given on September 6, 2011]
    Rochester Institute of Technology RIT Scholar Works Theses Thesis/Dissertation Collections 2011 An assessment of road traffica s fety in Kosovo : {presentation given on September 6, 2011] Mentor Bislimi Follow this and additional works at: http://scholarworks.rit.edu/theses Recommended Citation Bislimi, Mentor, "An assessment of road traffica s fety in Kosovo : {presentation given on September 6, 2011]" (2011). Thesis. Rochester Institute of Technology. Accessed from This Master's Project is brought to you for free and open access by the Thesis/Dissertation Collections at RIT Scholar Works. It has been accepted for inclusion in Theses by an authorized administrator of RIT Scholar Works. For more information, please contact [email protected]. Masters of Science Degree in Professional Studies Center for Multidisciplinary Studies Rochester Institute of Technology &American University in Kosovo “AN ASSESSMENT OF ROAD TRAFFIC SAFETY IN KOSOVA” Mentor BISLIMI AUGUST 31, 2011 1 Acknowledgments I wish to express my deep and sincere appreciation to the people and the Government of the United States of America for their generosity and financial support, who have made possible completion of my master studies. Extensive gratitude and thanks go to my family and all those who helped me with the preparation of this report. I would like to cordially thank my Mentor Prof. Brian Bowen for his guidance, motivation, advises, patience and support provided during my capstone project writing. I would like to thank my capstone advisers Biljana Rexhiq, Head of the Higher Offence Court, MD PHD Fatime Arënliu-Qosaj, and Mirvete Kelmendi who have supported me to find key features in legislation scope and in overall.
    [Show full text]
  • 112 Your Lifeline While Travelling in the EU
    February 2012 Your lifeline while 112 travelling in the EU Wherever you are in the European Union, you can always reach the emergency services on 112, the single European emergency number. The EU rules on 112 have recently been reinforced and the Commission continues to monitor their correct implementation in the 27 Member States of the European Union. Why 112? Moreover, the new EU telecom rules ensure that citizens using their mobile phones while roaming across the EU As European citizens travel more often to other countries of receive information about 112 by SMS, free of charge. the European Union (EU), for business or holidays, a single Member States were to transpose the revised telecom rules emergency number throughout the EU is of great value. in their national legislation by 25 May 2011. The Commission Citizens do not longer need to remember several emergency launched infringement procedures against 20 Member numbers, but only 112. States in July 2011 for non communication of measures transposing the new rules. As of January 2012, 13 Member Some Member States (Denmark, Finland, States are yet to transpose the new regulatory framework. the Netherlands, Portugal, Romania, Malta and Sweden) have introduced Who has heard about 112? 112 as their main emergency number, while in most Member States, 112 112 only helps if people know about it. A recent Eurobarometer operates alongside national emergency survey shows that just over a quarter (26%) of EU citizens numbers. questioned could spontaneously identify 112 as the number to call police, fire brigade or medical services anywhere in What happens when you call 112? the EU.
    [Show full text]
  • Annual Report 2019 Our Year in Review
    ANNUAL REPORT 2019 OUR YEAR IN REVIEW Welcome to our Annual Report for 2019 - a year when we broke records at the EENA Conference & Exhibition in Dubrovnik, followed Advanced Mobile Location implementation around the world and focused on public warning, among others. We looked into the latest developments and bridged between different stakeholders to help improve the safety of citizens in Europe and beyond. This year we also launched a new project on Next Generation 112 to work towards building the architecture that will bring emergency services back to the future. We also initiated a conversation on how tech companies can better collaborate with them to develop safety features. Discover this and more in this report, happy reading! In 2019, EENA turned 20 years young and we celebrated it the best way possible - surrounded by old and new friends at a very special party during the EENA Conference & Exhibition. EENA started 20 years ago, in 1999, when its Founder, a young Olivier Paul-Morandini realised the much-needed space for a citizen organisation to focus on providing a platform for improving emergency response and promoting the existence of the emergency number common to all EU countries: 112. Olivier began his campaigning for an efficient 112 service all over Europe on behalf of European citizens. Years of successful campaigning and the support of the growing EENA community and its supporters led to the EENA we know today. Twenty years later, the organisation employs over 10 people who work with everyone in the sector to do their part towards the same objective: that every citizen can access emergency services and receive the appropriate information and care during an emergency or a disaster.
    [Show full text]
  • EUROPEAN COMMISSION Brussels
    EUROPEAN COMMISSION Brussels, 1.10.2010 SEC(2010) 1143 final COMMISSION STAFF WORKING DOCUMENT SITUATION IN THE DIFFERENT SECTORS Accompanying document to the REPORT FROM THE COMMISSION 27th ANNUAL REPORT ON MONITORING THE APPLICATION OF EU LAW (2009) COM(2010) 538 SEC(2010) 1144 EN EN TABLE OF CONTENTS 1. ENTERPRISE and INDUSTRY............................................................................. 18 1.1. General introduction................................................................................................ 18 1.2. Automotive Industry................................................................................................ 21 1.3. Chemicals.................................................................................................................. 25 1.4. Pharmaceuticals ....................................................................................................... 30 1.5. Medical devices......................................................................................................... 34 1.6. Cosmetics .................................................................................................................. 35 1.7. Mechanical, electrical and telecommunications equipment................................. 37 1.8. Gas appliances, pressure equipment and legal metrology ................................... 38 1.8.1. Gas appliances........................................................................................................... 38 1.8.2. Pressure equipment...................................................................................................
    [Show full text]