Presentation at the Innovation Theatre from Harald J. Behnke, Chief Engineer PS&S EMEA, Hexagon and Richard Stronkman, Founder, PublicSonar.

1. Social Media Monitoring in the
Emergency Services Control Room
25. April 2018
Harald J. Behnke, Chief Engineer PS&S EMEA, Hexagon
Richard Stronkman, Founder, PublicSonar

23. Integration with a
control room application (CAD)

24. 1. The “How-to” ?
2. A practical example
3. An outlook
Agenda
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25. How to integrate – some facts
• A Social Media Monitoring solution is not a typical control room application
• It requires special infrastructure
• Server / cloud based
• direct access to the SM platforms (many thousand messages / sec.)
• It requires special algorithms
• Efficient processing of big amounts of data (content analysis and filtering)
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26. How to integrate – profile & skills
• A Social Media Monitoring solution is not a typical control room application
• It requires special skills
• Definition of keywords (location, themes, etc.)
• Must assess whether a specific message is important for security in general or for
ongoing operations in particular
• Real Time Intelligence officer (RTI) → specific role
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27. How to integrate – focus & collaborate
• Standalone applications
• Control room application (Hexagon)
• Calltaker & Dispatcher
• Social Media Monitoring solution (PublicSonar)
• Real Time Intelligence officer
• Exchange information and collaborate
• In certain cases, tasks can also be performed by one person alone
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28. How to integrate – generic architecture
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29. How to integrate – typical workflow
• New message is indicated in the Region Monitor
• RTI validates it and decides the importance
• If relevant then the message is forwarded (Export)
• CAD dispatcher
• gets a notification
• assigns it to an existing incident (important additional information) or creates a new one
(important new information)
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Social Media Monitoring solution can be seen as a human sensor

30. A practical example

39. An outlook

40. An outlook
• Monitoring is just one side of the coin
• There are other functional requirements that we need to consider:
• Possibility to communicate with the citizens (= ability to send social media messages)
• Send/share information
• During Crisis management
• Possibility to handle social media accounts (= ability to the public to directly communicate with
the combined emergency services, etc)
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The functionality exists - we just have to connect it sensibly

41. Thank You
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