Four-Stage Framework for Implementing a Chatbot System in Disaster Emergency Operation Data Management: A Flood Disaster
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pISSN 1226-7988, eISSN 1976-3808 www.springer.com/12205
DOI 10.1007/s12205-020-2044-4
Information Technology
Four-Stage Framework for Implementing a Chatbot System in Disaster Emergency Operation Data Management: A Flood Disaster Management Case Study Meng-Han Tsai
a
, Cheng-Hsuan Yang
b
, James Yichu Chen
c
, and Shih-Chung Kang
b
a
Dept. of Civil and Construction Engineering, National Taiwan University of Science and Technology, Taipei 10607, Taiwan Dept. of Civil & Environmental Engineering, University of Alberta, Edmonton, AB T6G 2R3, Canada c Dept. of Civil Engineering, National Taiwan University, Taipei 10617, Taiwan b
ARTICLE HISTORY
ABSTRACT
Received 11 November 2019 Revised 6 April 2020 Accepted 15 September 2020 Published Online 11 December 2020
This research proposes a four-stage consultant framework for applying a chatbot as a data management system. With the advancement of computational power and data storage technology, the increasing amount of data makes the issue of data management difficult to address. Management of a massive amount of data by utilizing chatbots to play the roles of a data manager and a data provider has been extensively studied. Although a chatbot system has been proven to increase the overall efficiency of data management, implementing a chatbot system in a government department remains a challenge, especially in a field with highly complex data. This research presents the authors’ experience of applying a chatbot system in a department of the government of Taiwan for disaster response operations. A fourstage consulting framework comprising 1) existing workflow review, 2) usability evaluation, 3) system improvement, and 4) management plan (EUSM) was thus proposed. After a two-year field test, the authors found that the framework could help the department in clarifying their working process, increase the overall efficiency of the chatbot system, and identify the major issues of introducing the chatbot system.
KEYWORDS Chatbot Disaster response operation Data management Workflow Usability test
1. Introduction In the field of disaster management, having a well-designed system to manage the huge amounts and large varieties of data is considered a critical issue. During the disaster response period, it is important to implement a system that can handle the related data accurately, timely, and effectively (Careem et al., 2006). The decision makers of the government can use the related data for prevention, early alarming, disaster detection, and even decision support (Köhler and Wa, 2006; Tsai et al., 2013; Marzoughia et al., 2018). With the development of technologies, an increasing amount of disaster-related data is produced every day (Grolinger et al., 2013). The increase in the amount of data leads to difficulties for the user in managing and utilizing the data appropriately. The importance of disaster-related data has been studied extensively (Hristidis et al., 2010). The use of information technology (IT) in addressing the enormous amount of disaster-related data
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