From puzzles to portraits: Enhancing situation awareness during natural disasters using a design science approach

During emergency situations, a quick and concise summary from the deluge of messages improves “situation awareness” and enables informed decisions. However, this is challenging due to the volume, variety, and veracity of information. Grounded in the Situation Awareness Theory, this study presents a streamlined protocol to process millions of social media messages and render them in an easily comprehensible format for various stakeholders to gain deeper insights. Specifically, using a design science approach, we develop a set of artifacts using incremental hierarchical clustering and enhanced text summarization algorithm to produce informative summaries under crisis situations. We implemented our protocol on 2.5 and 3 million tweets collected during the two major hurricanes in 2017 and 2018. The results show that our protocol can derive critical information not captured by Twitter's search tools and mainstream news media and significantly improve on accuracy and efficiency when compared to other contemporary tools.