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Social-EOC: serviceability model to rank social media requests for emergency operation centers

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dc.contributor.author Purohit, Hemant
dc.contributor.author Castillo, Carlos
dc.contributor.author Imran, Muhammad
dc.contributor.author Pandey, Rahul
dc.date.accessioned 2019-04-01T16:27:04Z
dc.date.available 2019-04-01T16:27:04Z
dc.date.issued 2018
dc.identifier.citation Purohit H, Castillo C, Imran N, Pandey R. Social-EOC: serviceability model to rank social media requests for emergency operation centers. In: Brandes U, Reddy C, Tagarelli A. Proceedings of the 2018 IEEE/ACM International Conference on Advances in Social Networks Analysis and Mining (ASONAM); 2018 Aug 28-31; Barcelona, Spain. p. 119-26. DOI: 10.1109/ASONAM.2018.8508709
dc.identifier.uri http://hdl.handle.net/10230/37018
dc.description 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.
dc.description.abstract 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.
dc.description.sponsorship Purohit thanks US National Science Foundation grant IIS-1657379 and Castillo thanks La Caixa project LCF/PR/PR16/11110009 for partial support.
dc.format.mimetype application/pdf
dc.language.iso eng
dc.publisher Institute of Electrical and Electronics Engineers
dc.relation.ispartof Brandes U, Reddy C, Tagarelli A. Proceedings of the 2018 IEEE/ACM International Conference on Advances in Social Networks Analysis and Mining (ASONAM); 2018 Aug 28-31; Barcelona, Spain. p. 119-26.
dc.rights © 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
dc.title Social-EOC: serviceability model to rank social media requests for emergency operation centers
dc.type info:eu-repo/semantics/conferenceObject
dc.identifier.doi http://dx.doi.org/10.1109/ASONAM.2018.8508709
dc.subject.keyword Information overload
dc.subject.keyword Serviceability
dc.subject.keyword Social media
dc.subject.keyword Emergency management
dc.subject.keyword Help intent
dc.rights.accessRights info:eu-repo/semantics/openAccess
dc.type.version info:eu-repo/semantics/acceptedVersion

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