emergency/crisis management; first responder; task analysis
Much of the emergency response literature focuses on disaster response [1, 2, 3]. In contrast, our focus in this article is primarily on day-to-day emergencies (such as automobile accidents) rather than disasters (such as a hurricane). There are several differences between emergency response and disaster response that affect tasks, workflows, and roles. These differences make it difficult to generalize findings from disaster response to emergency response. Our study of day-to-day operations of an emergency call center therefore contributes to an underrepresented literature.
Defence Research and Development Canada
Contract Report (Defence Research and Development Canada), no. DRDC-RDDC-2021-C256 (October 2021).