TY - GEN
T1 - Integrating social media in emergency dispatch via distributed sensemaking
AU - Grace, Rob
AU - Halse, Shane
AU - Kropczynski, Jess
AU - Tapia, Andrea
AU - Fonseca, Fred
PY - 2019
Y1 - 2019
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=85070076234&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85070076234&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85070076234
T3 - Proceedings of the International ISCRAM Conference
SP - 734
EP - 745
BT - ISCRAM 2019 - Proceedings
A2 - Franco, Zeno
A2 - Gonzalez, Jose J.
A2 - Canos, Jose H.
PB - Information Systems for Crisis Response and Management, ISCRAM
T2 - 16th International Conference on Information Systems for Crisis Response and Management, ISCRAM 2019
Y2 - 19 May 2019 through 22 May 2019
ER -