| DOI | Resolve DOI: https://doi.org/10.1007/978-3-031-06086-1_17 |
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| Author | Search for: Vinson, Norman G.1ORCID identifier: https://orcid.org/0000-0003-4369-3612; Search for: Lapointe, Jean-François1ORCID identifier: https://orcid.org/0000-0003-2373-8035; Search for: Lemaire, Noémie |
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| Affiliation | - National Research Council of Canada. Digital Technologies
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| Format | Text, Article |
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| Conference | 19th International Conference, EPCE 2022 Held as Part of the 24th HCI International Conference, HCII 2022 June 26 – July 1, 2022, Virtual Event |
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| Subject | emergency call centre; 911 call taking; task analysis; next generation 911; NG911 |
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| Abstract | In the context of a project on the roll-out of the Next Generation 911 (NG911) emergency call system, we conducted a task analysis of call takers at an emergency call centre. Much of the emergency response literature focuses on disaster response. In contrast, our article is focused on day-to-day emergencies. To map out the call takers’ tasks, we analyzed training documents and conducted semi-structured interviews. We found that call takers send high priority incidents to dispatch with just enough information for dispatchers to send first responders to the incident. Call takers then enter the remaining required information. Regarding the roll-out of NG911, we identified risks relating to the operational impact of multimedia with disturbing content, and the localization of smart phones. We also touch on artificial intelligence approaches that could be employed to increase call taker efficiency and protect centre staff from disturbing multimedia content. |
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| Publication date | 2022-06-16 |
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| Publisher | Springer International Publishing |
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| In | |
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| Series | |
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| Language | English |
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| Peer reviewed | Yes |
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| Export citation | Export as RIS |
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| Report a correction | Report a correction (opens in a new tab) |
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| Record identifier | bb209959-0031-471f-be0f-c1237760e1c3 |
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| Record created | 2022-06-14 |
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| Record modified | 2022-06-15 |
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