We use these tools to search social conversations globally in English, but ourmain focus is on domestic operations.
How will you know if the Digital Operations Center is effective?
We'll be evaluating the success of the room by answering the followingquestions
Are we pulling in relevant, actionable data?
Are our efforts increasing the strength and resilience of communitiesbefore, during, and after emergencies?
Are we providing relevant services via social tools we wouldn't haveotherwise been able to provide?
Are we facilitating a satisfying and valuable digital volunteerexperience?
Who works in the Digital Operations Center?
The social engagement team - currently Wendy Harman, Gloria Huang, andKristiana Almeida. At least one of us will always be here or very close to hereduring regular business hours. Except for next week when we'll be at aconference to train more volunteers. We do our best. During major disasters,we will bring in trained volunteers to help.
Who is monitoring, aggregating, and translating to action all this dataoutside of business hours? Shouldn't you be staffed 24 hours/day
?While there won't be someone physically in the Digital Operations Center 24hours/day, we can access the data that creates the visualizations fromanywhere. We're lucky to have a pretty big network of supporters who will alertus when an issue needs immediate attention. At least one person will be in theDigital Operations Center whenever the Disaster Operations Center (DOC) isactivated. If the DOC is activated 24 hours/day, we will be, too.
How does the information coming into the Digital Operations Centerget to operational decision makers?
In at least 4 ways:1.Decision makers for major disasters work within eyesight of the DigitalOperations Center. They can come by at any time to get situationalawareness at a glance. For this, the data is in the form of thevisualizations on the 6 screens in the Digital Operations Center. We canadjust what data we're pulling in at any time. We're always tweakingand adapting to be relevant to what's happening on a given day.2.The social engagement team will report out to decision makers atnational headquarters as well as to the local field operations multipletimes per day when there is a major disaster. For this, the data is in theform of a summary report that includes our engagement activities aswell as any trends.3.Decision makers can directly engage with individuals. For this, the datais presented in the Radian6 engagement console. We are able to createtailored engagement consoles so that subject matter experts areinformed by people talking about their area of expertise right from theirown computers. We are training a handful of them to use this software.