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Lucia Castro Herrera, & Terje Gjøsæter. (2022). Community Segmentation and Inclusive Social Media Listening. In Rob Grace, & Hossein Baharmand (Eds.), ISCRAM 2022 Conference Proceedings – 19th International Conference on Information Systems for Crisis Response and Management (pp. 1012–1023). Tarbes, France.
Abstract: Social media analytics provide a generalized picture of situational awareness from the conversations happening among communities present in social media channels that are that are, or risk being affected by crises. The generalized nature of results from these analytics leaves underrepresented communities in the background. When considering social media analytics, concerns, sentiment, and needs are perceived as homogenous. However, offline, the community is diverse, often segmented by age group, occupation, or language, to name a few. Through our analysis of interviews from professionals using social media as a source of information in public service organizations, we argue that practitioners might not be perceiving this segmentation from the social media conversation. In addition, practitioners who are aware of this limitation, agree that there is room for improvement and resort to alternative mechanisms to understand, reach, and provide services to these communities in need. Thus, we analyze current perceptions and activities around segmentation and provide suggestions that could inform the design of social media analytics tools that support inclusive public services for all, including persons with disabilities and from other disadvantaged groups.
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Jaziar Radianti, Terje Gjøsæter, & Weiqin Chen. (2021). Slaying the SA Demons – Humans vs. Technology – A Content Analysis. In Anouck Adrot, Rob Grace, Kathleen Moore, & Christopher W. Zobel (Eds.), ISCRAM 2021 Conference Proceedings – 18th International Conference on Information Systems for Crisis Response and Management (pp. 946–958). Blacksburg, VA (USA): Virginia Tech.
Abstract: In this paper, we examine Situation Awareness (SA) and the application of Endsley's Demons of SA in different contexts and research areas and perform content analysis to examine how they are used, and to what degree they are perceived as stemming from human error or weaknesses in technology and if any suggestions for mitigation are primarily focused on the human or the technology side. Based on our findings, we propose universal design as a tool that can counter the effects of the demons of SA by improving the usability and accessibility of SA-supporting technology and thereby removing barriers to SA, rather than challenging the users to overcome not only barriers that are a result of the complexity of the situation itself, but also additional barriers that are caused by inferior and suboptimal design of the technology in use.
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Terje Gjøsæter, Jaziar Radianti, & Weiqin Chen. (2020). Towards Situational Disability-aware Universally Designed Information Support Systems for Enhanced Situational Awareness. In Amanda Hughes, Fiona McNeill, & Christopher W. Zobel (Eds.), ISCRAM 2020 Conference Proceedings – 17th International Conference on Information Systems for Crisis Response and Management (pp. 1038–1047). Blacksburg, VA (USA): Virginia Tech.
Abstract: This paper takes on the challenge of designing situational awareness information systems that take into account not only the prevalence of so-called demons of situational awareness, but also situational disabilities that will typically occur in a disaster situation, both in the control room and in the field among the general public as well as first responders. It further outlines how a situational awareness information system process model can be adapted and used as a basis for designing situational awareness information support systems that address these issues with the help of Universal Design principles.
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Terje Gjøsæter, Jaziar Radianti, & Weiqin Chen. (2019). Understanding Situational Disabilities and Situational Awareness in Disasters. In Z. Franco, J. J. González, & J. H. Canós (Eds.), Proceedings of the 16th International Conference on Information Systems for Crisis Response And Management. Valencia, Spain: Iscram.
Abstract: In this paper, a scenario-based approach augmented with personas typically used in universal design and
interactive design domains is used to illustrate the occurrence of situational disabilities in emergency situations,
and to show how environmental factors can trigger these situational disabilities. With the help of personas
representing selected archetypical characteristics and roles, the scenarios are further examined to show how these
situational disabilities can affect the situational awareness of different stakeholders, not only in the command and
control centers, but also first responders in the field as well as affected members of the public. This approach
provides a better understanding of the importance of universal design of ICT for Emergency Management, not
only for people with disabilities and the elderly, but for anyone.
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Terje Gjøsæter, Jaziar Radianti, & Weiqin Chen. (2018). Universal Design of ICT for Emergency Management: A Research Agenda. In Kees Boersma, & Brian Tomaszeski (Eds.), ISCRAM 2018 Conference Proceedings – 15th International Conference on Information Systems for Crisis Response and Management (pp. 1148–1152). Rochester, NY (USA): Rochester Institute of Technology.
Abstract: Information and communication technologies (ICT) are becoming increasingly important in emergency management and crisis communication. ICT tools are developed and adopted in all phases of the emergency management cycle. On the one hand, these tools contribute to better disaster preparedness and effective response. On the other hand, the lack of consideration of universal design in these tools also creates new barriers for different stakeholders, particularly the elderly and people with disabilities. The primary objective of this paper is to give an overview of the current state of the emerging research field of Universal Design of ICT for emergency management and provide a Research Agenda to highlight ways to uncover how the increasing introduction of ICT in emergency management can contribute to removing barriers instead of adding more barriers.
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