Intelligent Operations Center for Mocial Media Analytics

© 2012 IBM Corporation

Smarter Cities: Social Media Analytics features for IOC Ver 4.0February 2013

© 2012 IBM Corporation2

…within a particular service area or managing across many services

IBM Intelligent Operations Center for Smarter Citiesprovides integrated insight…

Smarter Operations – across departments and agencies

Leverage information with real-time visibility of key data to drive better decisions

Anticipate performance to identify, manage and mitigate incidents that impact operations

Coordinate resources and processes to respond to situations rapidly and effectively

“IBM is clearly progressing its vision of supporting smarter-city endeavors with less customized and more reusable solutions. The Intelligent Operations Center is an important step in building a more repeatable offering for smarter cities.”

Gartner Group


The Vision

Urban VitalityCoordinate cross agency operations with business and citizen participation to drive economic prosperity and enhance citizen involvement

Economic IntegrationInteract with local businesses to improve business opportunity and citizen services availability and convenience. Use offers

to drive local commerce

Citizen Involvement Participation in community programs and

awareness of opportunitiesCreate interactive experiences and

deliver information where its needed

Transportation & WaterTraffic Management and Transit Operations

Predictive Insights and Responsive Operations to City, Business and Citizen operations, activities and

environment

City Services Resources & OperationsManage resources more effectively by understanding the complete situation.

Coordinate across city departments and private sector to optimize efforts.

Executive Dashboard Managing the pulse of the city


Available Today




Transportation & WaterTraffic Management and Transit Operations

Predictive Insights and Responsive Operations to City, Business and Citizen operations,

activities and environment

Executive Dashboard Managing the pulse of the city


This Presentation will Describe





Background and Challenge

Operational information only tells an organization how well it is delivering its services from its own point of view.

The power of the individual’s / crowd’s input can contribute to successfully managing an environment, but how do we do it ?


The IOC Sentiment Dashboard Summarises the Sentiments being expressed via Social Mediaon the Topics of interest


Key Solution Highlights

Crawler searches the Internet for content relating to the City– Covers all public Internet site types including traditional news outlets (e.g.

Newspapers) as well as social media sites (e.g. Blogs, Twitter, Facebook etc.) by using the BoardReader aggregation service

– Possible to also include additional data sources with a custom crawler (e.g. internal discussion forums)

IBM Cognos Consumer Insight (CCI) looks for mentions of the themes of interest– A sophisticated Taxonomy allows disambiguation to ensure that topic of

content is correctly identified.– Sentiment is automatically detected in several different languages

The results and trends are shown in an easy to understand dashboard– Drill-down is possible to understand what is causing the trends– Because it is in Intelligent Operations Center it is easy to cross reference

between the operational and sentiment data


Benefits:

•Gives the operational users insight to how the stakeholders in the environmental perceive how well the solution is being delivered.

• Spots social media trends that can define how the management of the environment is being perceived.

•May point to activities that may take place in the managed environment that the operational data sources are unaware off.


Sample Screenshots



Theme List

Thumbs up/down gives quick summary of sentiment

Expand a parent theme to see sentiment readings for each sub-theme

Click on a theme to bring up detailed data in other portlets


Pie Chart

Pie chart shows the percentage of positive, negative or neutral snippets found for selected theme

Hovering over pie slice brings up actual number of snippets


Legend

Legend gives more detail Breaks out how many snippets

come from each source e.g. Newspapers, microblogs etc. - also what the sentiment is from each source

Hover over icons gives text explaination of source

Hover over green or red bar brings up actual count


Trend Chart

The trend chart shows how the sentiment detected about the selected theme varied over time

You can select to view daily/weekly or monthly statistics depending upon your perspective

You can either view the total for all sources or else select an individual source to chart

Hovering over an individual point in the chart brings up the actual numbers


Snippets

The snippets list allows you to drill down even further by showing you samples of documents with positive and/or negative sentiment

Click on a link to be brough directly to the source document


Social Media Analytics key issues

Do not underestimate the power of social media analytics in all solutions

Social media can help you prioritize KPIs , the end user experience can be a big driver of operational targets

You need to listen to what your citizens are telling you via social media since your intuition for the most important issues might not be correct

Social media can help you spot trends or actions before they happen

If you don’t have a social media strategy , get one and make it part of your business operations


How are citizens likely to react

This solution only analyses public content relevant to city management

• No private content accessed

No reason for people to worry about “big brother”• But people are not necessarily rational

Important to have a public education session at the same time as launching a monitoring service

• Results shoudl be publicly shared• Especially if not flattering


For More information Contact

Dr. Brian O'[email protected]