Leveraging Localized Social Media Insights for Early Warning Systems

Social Media is more and more positioning as the channel to implement early warning systems for prompt reaction to events that might affect a company’s core business. The enabling of geo-location for social media interactions unlocks new possibilities for decision making scenarios aiming at triage situation where the quality of service decays. In this work we provide a system and a set of soft metrics to quantify the impact created by the reaction of people directly affected by an incident in a particular area in order to facilitate the service providers’ appropriate reaction, the decision making in marketing activities and to unveil customer acquisition opportunities applying the system to the competitors’ customers. c © 2014 The Authors. Published by Elsevier B.V. Selection and peer-review under responsibility of the Organizing Committee of ITQM 2014.