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Harnessing Collaborative Technologies in Digital Disaster Response Work: an Examination of Digital Volunteers’ Activities in Processing Crisis Data

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Harnessing Collaborative Technologies in Digital Disaster Response Work: an Examination of Digital Volunteers’ Activities in Processing Crisis Data Harnessing Collaborative Technologies in Digital Disaster Response Work: An Examination of Digital Volunteers’ Activities in Processing Crisis Data A Thesis Submitted for the Degree of Doctor of Philosophy By Najeeb Abdulhamid Gambo Department of Computer Science Brunel University December 2018 Abstract This thesis examines the activities involved in processing crisis information. The study demonstrates how digital volunteers acquire, assess, organise and scrutinise crowdsourced information to warrant confidence that their information product is good enough for use by humanitarian organisations. Furthermore, this study explores the use and appropriation of technological tools and platforms in crowdsourcing along with their implications for digital disaster response. Together, these two areas give insight into how digital volunteer communities appropriate collaborative technologies to provide information as a form of aid. Participant observation from virtual fieldwork work, alongside digital records, and interviews are used as methods of qualitative data collection, and the data is examined using Activity Theory Methods. These provide an interpretive frame for analysing the composition of activities and understanding the social organisation of digital volunteers’ work using collaborative computing applications. This study contributes to the Computer Supported Cooperative Work (CSCW), Crisis Informatics, Information Systems for Crisis Response and Management (ISCRAM), and Disaster literatures. Its contribution to the existing literature is threefold. First, its compliments the socio-technical debates on information quality and integrity by providing evidence and insight into the (visible) manifestation of professionalisation and knowledge of humanitarian principles. Second, this study introduces an additional perspective to the current debate about the importance of language as a substantial factor in response operations. This is crucial since responding to disasters in non-English speaking countries can be problematic and subsequently slow down response operations. Third, this research enhances the current understanding of the digital volunteer communities’ delineation and typology by discovering an overlooked group - the Emergency Telecommunication Providers’ Community. Regarding its theoretical contribution, this study proposes a new analytical framework outlining the various stages involved in digital disaster response for the social media and data aggregation communities. This framework contains critical components derived from the empirical data that could potentially signal the emergence of a new model for digital disaster response. Thus, the framework is flexible enough to support the coordination of response operations across all types of disasters with different scales by these communities with comparable characteristics in different countries and settings. This work takes a holistic approach through studying different disaster types of various scales, across developed and developing nations over an extended period. This allows an understanding of the challenges involved in responding to disasters across developing countries. As a result, the insights derived from studying disaster across nations of different infrastructural density could potentially signal the development of an evaluation framework for the standardisation of digital disaster readiness of such countries. This approach therefore offers a unique contribution to the methodological advancement of disaster research within the CSCW, ISCRAM and crisis informatics fields. The findings from this research have important implications, since it brings out the salient but under-reported practical field challenges associated with the use of various technological tools and platforms. By providing such insights, system designers and technology developers can utilise this information to improve collaborative work. Insights derived from the findings can also assist volunteers, aid agencies and emergency responders to adapt and improve the way they use ICT tools in their daily routine. In like manner, emergency management organisations from developing nations could take better advantage of the available tools and platforms and incorporate them into their operations. Acknowledgement First and foremost, I thank Almighty God for sparing my life and giving me the resilience to see to the completion of this research work. I would also like to extend my sincere gratitude to my principal supervisor Dr Mark Perry for the invaluable guidance and support throughout this academic journey. It is worth pointing out that Dr Mark supported me academically and mentally with constructive feedback at a critical point of my PhD journey. I will forever remember his approach in helping to shape my thoughts. I am also thankful to Prof. Kate Hone for her help and guidance at a time I needed it most. Prof. Kate Hone has not only supported me with the words of mouth but reached out to Dr Mark on the need to take me on board when it was apparent that the supervisory relationship with my initial supervisor has taken a new dimension. Special thanks must go to Cat Graham (my liaison), Chris Thompson and Aline Carr from Humanity Road for their support while studying their organisation (Humanity Road). I would also like to acknowledge the efforts and support of all the volunteers who sacrificed their times to attend to my interviews and follow-ups as well as share their thoughts. Likewise, I would like to thank all my friends at Brunel University who have given me invaluable assistance and advice. I am also grateful to my employers, the Jigawa State Government and Tertiary Education Trust Fund (TETFund). I am especially thankful to my parents Khadijatul Khubra Yunusa Muhammad II and Abdulhamid A. Gambo, who are my role models, still, and who I would like to dedicate this thesis too. Above all, I am continually thankful for my beautiful wife Maria Garba Abdullahi for her patience and understanding. In fact, she made the most important sacrifice of deferring her studies to take proper care of our kids. Similarly, our children – Nusaiba, Mus’ab and Safiyya - deserved an honourable mention for their patience. Declaration The following papers have been published (or submitted for publication) as a direct result of the research discussed in this thesis: Peer-reviewed Paper Abdulhamid, N.G., Perry, M. and Kashefi, A., 2018. Process Workflow in Crowdsourced Digital Disaster Responses. In Social Informatics: 10th International Conference, SocInfo 2018, St. Petersburg, Russia, September 25–28, 2018, Proceedings, Part I (p. 3). Springer. DOI: 10.1007/978-3-030-01129-1_1 Abdulhamid, N.G., Perry, M. and Kashefi, A., 2018. Digital Disaster Response Workflow in Humanitarian Emergencies: Manuscript submitted for publication. Abbreviations • 3W - Who does What, Where • AAR – After Action Report • AODM – Activity Oriented Design Method • AOIR – Association of Internet Researchers • AT – Activity Theory • CSCW - Computer Supported Cooperative Work • DAFN – Disability, Accessibility and Functional Needs • DDWG – Disaster Desk Working Group • DHN – Digital Humanitarian Network • DRC – Disaster Research Centre • DVCs- Digital Volunteer Communities • EDT – Eastern Day Time • ENS – Electronic Notification System • EOC – Emergency Operation Centre • ETC- Emergency Telecommunication Communities • FEMA – Federal Emergency Management Agency • GIS – Geographic Information Systems • HR – Humanity Road • ICS – Incident Command System • ISCRAM - Information Systems for Crisis Response and Management • MSF - Médecins Sans Frontières (Doctors Without Borders) • SBTF – Standby Task Force • SMIC – Social Media Incident Commander • TWB – Translators Without Border • UNOCHA – United Nations Office for the Coordination of Humanitarian Affairs • VGI – Volunteered Geographic Information Systems • VOST – Virtual Operation Support Team • VTC – Volunteer and Technical Communities Table of Contents Harnessing Collaborative Technologies in Digital Disaster Response Work: An Examination of Digital Volunteers’ Activities in Processing Crisis Data .................... ii Abstract ........................................................................................................................ iii Acknowledgement .......................................................................................................... v Declaration.................................................................................................................... vi Abbreviations ............................................................................................................... vii Table of Contents ....................................................................................................... viii List of Figures ............................................................................................................. xiii List of Tables ............................................................................................................... xiv List of Excerpts ............................................................................................................. xv Chapter 1: Understanding the Frontier of Digital Disaster Response ........................ 1 1.1 Overview ............................................................................................................................ 1 1.2 Research Background and Motivation ............................................................................. 2 1.3
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