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. © 2014 Published by Elsevier B.V.
Bernabé-Moreno, J., Tejeda-Lorente, A., Porcel, C., & Herrera-Viedma, E. (2014). Leveraging localized social media insights for early warning systems. In Procedia Computer Science (Vol. 31, pp. 1051–1060). Elsevier B.V. https://doi.org/10.1016/j.procs.2014.05.359