Título:
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Social-EOC: serviceability model to rank social media requests for emergency operation centers
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Autor/a:
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Purohit, Hemant; Castillo, Carlos; Imran, Muhammad; Pandey, Rahul
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Abstract:
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Comunicació presentada a: 2018 IEEE/ACM International Conference on Advances in Social Networks Analysis and Mining (ASONAM), celebrat del 28 al 31 d'agost de 2018 a Barcelona, Espanya. |
Abstract:
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The public expects a prompt response from emergency
services to address requests for help posted on social media.
However, the information overload of social media experienced by
these organizations, coupled with their limited human resources,
challenges them to timely identify and prioritize critical requests.
This is particularly acute in crisis situations where any delay may
have a severe impact on the effectiveness of the response. While
social media has been extensively studied during crises, there is
limited work on formally characterizing serviceable help requests
and automatically prioritizing them for a timely response.
In this paper, we present a formal model of serviceability
called Social-EOC (Social Emergency Operations Center), which
describes the elements of a serviceable message posted in social
media that can be expressed as a request. We also describe
a system for the discovery and ranking of highly serviceable
requests, based on the proposed serviceability model. We validate
the model for emergency services, by performing an evaluation
based on real-world data from six crises, with ground truth
provided by emergency management practitioners. Our experiments
demonstrate that features based on the serviceability model
improve the performance of discovering and ranking (nDCG up
to 25%) service requests over different baselines. In the light
of these experiments, the application of the serviceability model
could reduce the cognitive load on emergency operation center
personnel, in filtering and ranking public requests at scale. |
Abstract:
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Purohit thanks US National Science Foundation grant IIS-1657379 and Castillo thanks La Caixa project
LCF/PR/PR16/11110009 for partial support. |
Materia(s):
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-Information overload -Serviceability -Social media -Emergency management -Help intent |
Derechos:
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© 2018 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.
The final published article can be found at https://ieeexplore.ieee.org/document/8508709
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Tipo de documento:
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Objeto de conferencia Artículo - Versión aceptada |
Editor:
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Institute of Electrical and Electronics Engineers (IEEE)
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