No abstract

Crisis management is a special type of collaborative approach in which the actors are subject to an uninterrupted stress. It is a quite significant issue because the consequences of crises can bring huge damages (human and economic loses). In order to learn from expertise and reduce consequences, we study how to represent emergency management situations based on experience feedback. Several dimensions are considered in this study, from one side: organization, communication and problem solving activities and from the other side the presentation of experience using GIS. We present in this paper our first results. This work is done with the collaboration of the Aube' Emergency Department.

During a crisis situation, the ability of emergency department to take reliable and quick decisions is the main feature that defines the success or failure of this organization in the course of its crisis management. Decision makers spend time on identifying the decisions that will be taken for the whole of the crisis management, and on anticipating the preparation of these decisions, ensuring that they have time to properly prepare all decisions to be taken and, be able to implement them as fast as possible. However, the context and the characteristics of the crisis make the decision process complicated because there is no specific methodology to anticipate these decisions and properly manage collaboration with the other protagonists. There is also the pressure of time, a significant stress and, the emotional impact on the decision maker that lead to losing objectivity in decision making. We understand so that the right decision will be greatly facilitated and enhanced by the development of an adequate tool and process for decision-making. This tool must respect methods of the emergency department considered, and highlight the importance of experience feedback referencing to past cases, especially success and failures. We propose in this paper, software in order to handle experience feedback as a support for decision-making in crisis management “Crisis Clever System”. Several dimensions are considered in this study, from one side: organization, communication and problem-solving activities and from the other side the presentation and finding of experience feedback thanks to an analogy technique.

Crisis management is typical collaborative work which requires multi types of actors to cooperate in decision making. Crisis Clever System (CCS) is a decision making environment based on emergency experience feedback and provides situation base for later cases. Co-annotation may be needed to remark resources in the situation base or cooperate in decision making when crisis occurs. Iconic coannotation is meaningful to this map-based cooperative work and is supposed to improve the interpretation of situations described in CCS. In this paper, a VDL-based iconic co-annotation method is presented for crisis management. It is assumed to better express multiunderstanding of situations in CCS and to improve the communication quality when cooperating in real CCS-based crisis management.

In the field of crisis management, the experience feedback is not limited to a simple transcription in manuals or as general procedures, but includes the context, conditions, observations and new information that affect on how to behave with situations. In other words, an efficient experience feedback process has to help to record every experience that led to the adoption of significant corrective actions regarding the decisionmaking behaviors. The practices of crisis management, also, incorporate every time new adapted behaviors for new problems,. Using this experience in real time for future situations is an important key for better handling of experiences. We propose in this paper a system in order to handle experience feedback as a support of decision making in crisis management. Several dimensions are considered in this study, from one side: organization, communication and problem solving activities, from the other side: the presentation and finding of experience feedback using analogy. Keywords-Knowledgeengineering and management; experience and situations representations, emergency crisis management, scenarios, dynamic decision making, time space and task dependence, analogy.