Identifying information pertinent to an emergent event through social media postings
Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.
1. A method for identifying information related to an emergent event from social media, the method comprising:
in an emergency contact center:
receiving a communication initiated by an individual in response to an emergent event;
identifying the individual;
in an event information system, using an Application Programming Interface (API) of at least one social media server to retrieve social media data of the individual created prior to receiving the communication; and
extracting first data pertinent to the emergent event from the social media data, wherein extracting the first data comprises:
identifying information about physical circumstances of the individual prior to receiving the communication, the physical circumstances include at least one of who the individual is with, what the individual is doing, where the individual is going, and historical behavior of the individual;
wherein identifying the information about the physical circumstances comprises:
from the social media data, identifying a physical circumstance of the individual at a first time prior to receiving the communication;
determining a threshold amount of time that the physical circumstance will likely last; and
including the physical circumstance in the information about the physical circumstances when the communication is received within the threshold amount of time relative to the first time.
2. The method of claim 1 , further comprising:
presenting the first data to a telecommunicator of the contact center upon connection of the communication to a telecommunicator system of the telecommunicator.
3. The method of claim 1 , wherein the physical circumstance comprises a physical location of the individual and wherein the threshold amount of time includes an amount of time that the individual would typically remain at the physical location.
4. The method of claim 1 , wherein the physical circumstance includes one or more people who are with the individual and wherein the threshold amount of time includes an amount of time for an activity being partaken in by the individual and the one or more people.
5. The method of claim 1 , wherein the social media data includes posts made by the individual to one or more social media platforms and the posts include one or more of text information, photographic information, video information, or audio information.
6. An event information system of an emergency contact center for identifying information related to an emergent event from social media, the event information system comprising:
one or more computer readable storage media;
a processing system operatively coupled with the one or more computer readable storage media; and
program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the processing system to:
use an Application Programming Interface (API) of at least one social media server to retrieve social media data of an individual created prior to receiving the communication, wherein the individual is identified in response to the emergency contact center receiving a communication initiated by the individual in response to an emergent event; and
extract first data pertinent to the emergent event from the social media data, wherein to extract the first data the program instructions direct the processing system to:
identify information about physical circumstances of the individual prior to receiving the communication, the physical circumstances include at least one of who the individual is with, what the individual is doing, where the individual is going, and historical behavior of the individual;
wherein to identify the information about the physical circumstances the program instructions direct the processing system to:
from the social media data, identify a physical circumstance of the individual at a first time prior to receiving the communication;
determine a threshold amount of time that the physical circumstance will likely last; and
include the physical circumstance in the information about the physical circumstances when the communication is received within the threshold amount of time relative to the first time.
7. The event information system of claim 6 , wherein the program instructions further direct the processing system to:
present the first data to a telecommunicator of the contact center upon connection of the communication to a telecommunicator system of the telecommunicator.
8. The event information system of claim 6 , wherein the physical circumstance comprises a physical location of the individual and wherein the threshold amount of time includes an amount of time that the individual would typically remain at the physical location.
9. The event information system of claim 6 , wherein the physical circumstance includes one or more people who are with the individual and wherein the threshold amount of time includes an amount of time for an activity being partaken in by the individual and the one or more people.
10. The event information system of claim 6 , wherein the social media data includes posts made by the individual to one or more social media platforms and the posts include one or more of text information, photographic information, video information, or audio information.
11. One or more non-transitory computer readable storage media having program instructions stored thereon for identifying information related to an emergent event from social media, the program instructions, when executed by a processing system, direct the processing system to:
use an Application Programming Interface (API) of at least one social media server to retrieve social media data of an individual created prior to receiving the communication, wherein the individual is identified in response to the emergency contact center receiving a communication initiated by the individual in response to an emergent event; and
extract first data pertinent to the emergent event from the social media data, wherein to extract the first data the program instructions direct the processing system to:
identify information about physical circumstances of the individual prior to receiving the communication, the physical circumstances include at least one of who the individual is with, what the individual is doing, where the individual is going, and historical behavior of the individual;
wherein to identify the information about the physical circumstances the program instructions direct the processing system to:
from the social media data, identify a physical circumstance of the individual at a first time prior to receiving the communication;
determine a threshold amount of time that the physical circumstance will likely last; and
include the physical circumstance in the information about the physical circumstances when the communication is received within the threshold amount of time relative to the first time.
12. The one or more non-transitory computer readable storage media of claim 11 , wherein the program instructions further direct the processing system to:
present the first data to a telecommunicator of the contact center upon connection of the communication to a telecommunicator system of the telecommunicator.
13. The one or more non-transitory computer readable storage media of claim 11 , wherein the physical circumstance comprises a physical location of the individual and wherein the threshold amount of time includes an amount of time that the individual would typically remain at the physical location.
14. The one or more non-transitory computer readable storage media of claim 11 , wherein the physical circumstance includes one or more people who are with the individual and wherein the threshold amount of time includes an amount of time for an activity being partaken in by the individual and the one or more people.
15. The one or more non-transitory computer readable storage media of claim 11 , wherein the social media data includes posts made by the individual to one or more social media platforms and the posts include one or more of text information, photographic information, video information, or audio information.