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Communication Dans Un Congrès Année : 2023

Collaborative Information Seeking during a 911 Call Surge: A Case Study

Aurelie Montarnal
Eva Petitdemange
Juliette Rutter
  • Fonction : Auteur
  • PersonId : 1259727
Guillermo Romera Rodriguez
  • Fonction : Auteur
  • PersonId : 1259728
Michelle Potts
  • Fonction : Auteur
  • PersonId : 1259729

Résumé

This case study examines collaborative information seeking in a public-safety answering point during a 911 call surge that occurred when a man fired an assault rifle at police officers and evaded capture for nearly an hour in March 2020. Overwhelmed by questionable and imprecise reports from 911 callers, telecommunicators and on-scene responders began working together to conduct broad and deep searches for the shooter. Whereas broad searches improved the scope of information gathering by identifying multiple, albeit questionable and imprecise, reports of the suspect’s location, deep searches improved the quality of information gathering by investigating 911 callers’ reports using drone, helicopter, and patrol units. These findings suggest requirements for collaborative information seeking in public-safety answering points, including capabilities to conduct broad and deep searches using next-generation 911 technologies, and command and control requirements for triaging these search tasks within inter-organizational emergency response systems.
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Dates et versions

hal-04118644 , version 1 (06-06-2023)

Identifiants

  • HAL Id : hal-04118644 , version 1

Citer

Rob Grace, Aurelie Montarnal, Eva Petitdemange, Juliette Rutter, Guillermo Romera Rodriguez, et al.. Collaborative Information Seeking during a 911 Call Surge: A Case Study. ISCRAM 2023 - 20th International Conference on Information Systems for Crisis Response and Management, May 2023, Omaha, United States. p. 649-662. ⟨hal-04118644⟩
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