TY - GEN
T1 - Communicating Next-Generation 911 with local 911 professionals
AU - Grace, Rob
AU - Kropczynski, Jess
N1 - Publisher Copyright:
© 2020 IEEE.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/7
Y1 - 2020/7
N2 - 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.
AB - 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.
KW - Emergency response
KW - SWOT analysis
KW - infrastructure
KW - technical communication
KW - technology adoption
UR - http://www.scopus.com/inward/record.url?scp=85092663202&partnerID=8YFLogxK
U2 - 10.1109/ProComm48883.2020.00023
DO - 10.1109/ProComm48883.2020.00023
M3 - Conference contribution
AN - SCOPUS:85092663202
T3 - IEEE International Professional Communication Conference
SP - 110
EP - 114
BT - Proceedings - 2020 IEEE International Professional Communication Conference, ProComm 2020
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 20 July 2020 through 21 July 2020
ER -