Integrating social media in emergency dispatch via distributed sensemaking

Rob Grace, Shane Halse, Jess Kropczynski, Andrea Tapia, Fred Fonseca

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

5 Scopus citations

Abstract

Emergency dispatchers typically answer 911 calls and relay information to first responders; however, new workflows arise when social media analysts are included in emergency dispatch work. In this study we examine emergency dispatch workflows as distributed sensemaking processes performed among 911 call takers, dispatchers, and social media analysts during simulated emergency dispatch operations. In active shooter and water rescue scenarios, emergency dispatch teams including call takers, dispatchers, and social media analysts make sense of unfolding events by analyzing, aggregating, and synthesizing information provided by 911 callers and social media users during each scenario. Findings from the simulations inform design requirements for social media analysis tools that can help analysts detect, seek, and analyze information posted on social media during a crisis, and protocols for coordinating analysts' sensemaking activities with those of 911 call takers and dispatchers in reconfigured emergency dispatch workflows.

Original languageEnglish
Title of host publicationISCRAM 2019 - Proceedings
Subtitle of host publication16th International Conference on Information Systems for Crisis Response and Management
EditorsZeno Franco, Jose J. Gonzalez, Jose H. Canos
PublisherInformation Systems for Crisis Response and Management, ISCRAM
Pages734-745
Number of pages12
ISBN (Electronic)9788409104987
StatePublished - 2019
Event16th International Conference on Information Systems for Crisis Response and Management, ISCRAM 2019 - Valencia, Spain
Duration: May 19 2019May 22 2019

Publication series

NameProceedings of the International ISCRAM Conference
Volume2019-May
ISSN (Electronic)2411-3387

Conference

Conference16th International Conference on Information Systems for Crisis Response and Management, ISCRAM 2019
CountrySpain
CityValencia
Period05/19/1905/22/19

Keywords

  • Emergency dispatch
  • Sensemaking
  • Simulation
  • Social media

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