Leveraging Information to Make Better Decisions Creating Situational Intelligence: Dr. Robert Chandler Ph.D. , Director Nicholson School of Communication University of Central Florida Bill Scerra Learning Officer and Worldwide Best Practices Everbridge
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Leveraging Information to Make Better Decisions
Creating Situational Intelligence:
Dr. Robert ChandlerPh.D. , Director
Nicholson School of CommunicationUniversity of Central Florida
Bill Scerra
Learning Officer and Worldwide Best Practices
Everbridge
Agenda
• Why information in a crisis is a “fog of war”
• What is situational awareness
• What is situational intelligence
• “Typical” situational awareness Vs. situational
intelligence
• Key takeaways
• Q&A
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Bill Scerra
Learning Officer and Worldwide Best Practices
Everbridge
Robert C. Chandler, Ph.D.
Director
Nicholson School of CommunicationUniversity of Central Florida
Situational Intelligence
Robert C. Chandler, Ph.D. Director
Nicholson School of CommunicationUniversity of Central Florida
#CrisisComm
The “Fog of War”: Communication During an Event
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• Uncertainty of situational awareness
• Issues with the way information isreceived− Delayed− Fragmentary− Changing− Often wrong, especially early in a crisis− Validity and reliability issues
• Confusion of user-created informationand rumors
• Time is of the essence – and can impactyour outcome
This effects one of the basic challenges of emergency notification, which is
that you need to tell other people about what’s going on…
Look for Quality
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What is Situational Awareness?
• Traditional situational awareness focuses on the available information in a given context or environment. − It is an “extension” of the human senses – looking, listening,
attentiveness, considering, processing and thinking.
• Capturing and incorporating all of the readily passive available information including the following:− news reports − official communication − video feeds− radio chatter− operational reports − etc.
• The issue with situational awareness is it relies on traditional, limited, often formal channels for information. These may be indirect, fragmentary and experience blockages, slowdowns and disruptions/delays.
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What is situational intelligence (during a crisis)?
• It is a dynamic process of gathering information (inputs), interpreting data (insight) and informing others/requesting feedback (interaction).
• Situational intelligence is the combination of “typical” situational awarenesscombined with a social intelligence − Combining the traditional
source of information with the collective insights of the general public, employeesand others who happen to be present and closer to the situation themselves.
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What is situational intelligence (during a crisis)?
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• On a larger scale, you can obtain better intelligence
if you’re able to harness information correctly –
giving you a better handle on the incident.
Typical Situational Awareness
•Traditional sources of
information
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•Limited view of “on the
scene” data
Typical Situational Awareness
•Traditional sources of
information
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•Limited view of “on the
scene” dataTrue Situational Intelligence
VS
True Situational Intelligence
• A variety of sources can provide inputs for Situational Intelligence. −Combined and qualified
with trusted feeds, they can paint a picture of a developing event.
• Types of feeds can include: −Social Media −Communities−partners −Etc.
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blog.drishti-soft.com
www.alamoareabsa.org
Police Fire
Utilities
HospitalsSchools
EMT
Local Businesses
True Situational Intelligence
• A variety of sources can provide inputs for Situational Intelligence. −Combined and qualified
with trusted feeds, they can paint a picture of a developing event.
• Types of feeds can include: −Social Media −Communities−partners −Etc.
14
blog.drishti-soft.com
www.alamoareabsa.org
Police Fire
Utilities
HospitalsSchools
EMT
Local Businesses
But why is this important?
True Situational Intelligence
• Increases the quantity of
information
− Remember, this still needs to be
filtered for quality
• Evolving sources of information
− Twitter, Facebook, Forums, Wikis
• Enables two-way communication
• Allows geolocation of developing
incidents and impacted groups
• Opportunity to develop a long-
term relationship with the public
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Awareness of the situation is power for action
True Situational Intelligence
• Increases the quantity of
information
− Remember, this still needs to be
filtered for quality
• Evolving sources of information
− Twitter, Facebook, Forums, Wikis
• Enables two-way communication
• Allows geolocation of developing
incidents and impacted groups
• Opportunity to develop a long-
term relationship with the public
16
Awareness of the situation is power for action
Remember, you can be surrounded
by great information and still make
bad decisions – if you don’t know
how to interpret the data you have.
KEY TAKEAWAYS
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1. Quality of Information x Quality of Decision-Making Process = Quality of Decision Making
2. Situational Intelligence combines traditional situational awareness and social intelligence
3. Public and private sources of information can increase the quantity of incoming information about a situation
4. Intelligent analysis and interaction can increase the quality of incoming information about a situation
5. Interaction is a two way street – receiving and listening can be as important as sending and broadcasting
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Bill Scerra
Learning Officer and Worldwide Best Practices
Everbridge
How Can We Work Toward
True Situational Intelligence?
Ways to work toward True Situational Intelligence(From Dr. Robert C. Chandler’s Presentation)
• Increases the quantity of
information
− Remember, this still needs to be
filtered for quality
• Evolving sources of information
− Twitter, Facebook, Forums, Wikis
• Enables two-way communication
• Allows geolocation of developing
incidents and impacted groups
• Opportunity to develop a long-
term relationship with the public
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Awareness of the situation is power for action
Increase the Quantity
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Member Messages
Weather and Hazards
Everbridge Network
NC4
Increase the Quality
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• Filter and Set your parameters, for example Weather
Increase the Quality
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• Filter and Set your parameters, or for Twitter ( by Volume or
Percentage)
Evolving Sources
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• Zapier Integration
− Everbridge is now fully integrated with Zapier to connect and
automate critical communications across over 300 new web and
social media applications
Two-way Communication
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• Mobile Member allows
− Confirmation of message
− Polling responses
− Images and text to and from members
Geolocation of events and recipients
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• Everbridge Universe can show the geolocation of the event and contacts in the area
Develop a Relationship
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You can see and contact a community or individuals
Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com
Use the Q&A function to submit your questions.
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