Communicating Next-Generation 911 with local 911 professionals: Preliminary recommendations

Rob Grace, Jess Kropczynski

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Next-Generation 911 (NG911) infrastructure will replace analog systems designed to support voice services for landline 911 callers with digital, IP-based systems that will allow smartphone users to 'call' 911 via voice, text, image, and streaming video. This brief paper reports findings from a workshop conducted at the 2019 911 Early Adopters' Summit, during which local 911 professionals from across the United States reflected on strengths, weaknesses, opportunities, and threats associated with the adoption of NG911 infrastructure and, in particular, multimedia 911 services. Workshop participants pointed to long-standing issues NG911 stands to exacerbate, including high non-emergency call volumes, poor staff retention, and inadequate psychological support which the influx of multimedia 911 calls, including those with graphic imagery, may worsen. At the same time, participants looked to local, existing resources to mitigate these issues and exploit new opportunities afforded through NG911 infrastructure. Using these findings, preliminary recommendations are offered to improve information resources available to local 911 professionals adopting NG911 systems for effective and efficient multimedia 911 services.

Original languageEnglish
Title of host publicationProceedings - 2020 IEEE International Professional Communication Conference, ProComm 2020
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages110-114
Number of pages5
ISBN (Electronic)9781728155630
DOIs
StatePublished - Jul 2020
Event2020 IEEE International Professional Communication Conference, ProComm 2020 - Kennesaw, United States
Duration: Jul 20 2020Jul 21 2020

Publication series

NameIEEE International Professional Communication Conference
Volume2020-July
ISSN (Print)2158-091X
ISSN (Electronic)2158-1002

Conference

Conference2020 IEEE International Professional Communication Conference, ProComm 2020
Country/TerritoryUnited States
CityKennesaw
Period07/20/2007/21/20

Keywords

  • Emergency response
  • SWOT analysis
  • infrastructure
  • technical communication
  • technology adoption

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