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Role Playing Next Generation 9-1-1: Sensemaking with Social Media in Public-Safety Answering Points

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Title:Role Playing Next Generation 9-1-1: Sensemaking with Social Media in Public-Safety Answering Points
Authors:Grace, Rob
Kropczynski, Jess
Tapia, Andrea
Obeysekare, Eric
Halse, Shane
show 4 moreCoche, Julien
Montarnal, Aurélie
Beagles, Mike
Fonseca, Fred
show less
Keywords:Disaster Information, Technology, and Resilience in Digital Government
Digital Government
emergency management, social media, crisis informatics, sensemaking
Date Issued:08 Jan 2019
Abstract:For over a decade, research has suggested that social media can enhance the situational awareness of emergency responders during a crisis. Rarely, however, do studies examine the sensemaking processes of emergency responders by which situational awareness is achieved. We examine sensemaking in a Public-Safety Answering Point (PSAP) through role plays with 9-1-1 telecommunicators that imagine how social media analysts can contribute to sensemaking processes among 9-1-1 call takers, dispatchers, and emergency responders. These role plays suggest social media can address information gaps that emerge when 9-1-1 callers fail to provide critical information and vice versa, suggesting social media enhances situational awareness only when integrated into sensemaking processes that synthesize information across multiple, incomplete, but complementary data sources. This synthesis, however, requires cooperative information gathering and sharing among call takers, dispatchers, and social media analysts that PSAPs can coordinate using common interpretive frameworks and common information spaces.
Pages/Duration:10 pages
URI:http://hdl.handle.net/10125/59738
ISBN:978-0-9981331-2-6
DOI:10.24251/HICSS.2019.365
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
Appears in Collections: Disaster Information, Technology, and Resilience in Digital Government


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