From reactive to proactive use of social media in emergency response: A critical discussion of the Twitcident Project

This chapter examines the introduction and implementation of the pilot project Twitcident in an emergency response room setting. Twitcident is a web-based system for filtering, searching and analyzing data on real-world incidents or crises. Social media data is seen as important for emergency response operations: it can be used as an ‘early warning monitoring system’ to detect social unrest, and for improving common operational pictures (COPs). This chapter shows that the expectations on the functioning of the tool were not fully met: first it was hard for the response room professionals to make sense of the data and second, the management did not develop a proper project planning. The recommendations are
twofold. On the one hand, the professionals who work with Twitcident must invest in developing new information management routines. On the other hand, the response room management needs to create a much more inclusive project learning strategy.