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Current Problems, Future Needs: Voices of First Responders About Communication Technology

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Abstract

With advances in network technologies, there has been increasing interest in developing new communication technology for first responders that utilizes wireless broadband networks. In order to develop new communication technology, user requirements are needed to ensure new technology is usable; however, capturing user requirements for first responders has been challenging due to the diversity of its users’ contexts and needs. This paper aims to provide guidance and insight into developing user requirements for communication technology developed for first responders by exploring first responders’ communication technology problems and needs. Qualitative interviews with 193 first responders across four disciplines (Communications (Comm) Center & 9-1-1 Services; Emergency Medical Services; Fire Service; Law Enforcement) revealed that they often encountered problems with their communication technology’s reliability, usability, and interoperability. Their primary need for their communication technology was for solutions to their current problems, rather than development of new technology. Many were also interested in communication technology that can provide them with real-time information. This study underscores that communication technology for first responders should be designed and developed for and with first responders.

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Acknowledgments

NIST would like to thank the many first responders, public safety personnel, and public safety organizations who graciously gave their time and input for this project.

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Authors and Affiliations

  1. National Institute of Standards and Technology, Gaithersburg, MD, 20899, USA

    Kerrianne Morrison, Shanee Dawkins, Yee-Yin Choong, Mary F. Theofanos, Kristen Greene & Susanne Furman

Authors
  1. Kerrianne Morrison

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  2. Shanee Dawkins

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  3. Yee-Yin Choong

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  4. Mary F. Theofanos

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  5. Kristen Greene

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  6. Susanne Furman

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Corresponding authors

Correspondence toKerrianne Morrison,Shanee Dawkins orYee-Yin Choong.

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Editors and Affiliations

  1. The Open University of Japan, Chiba, Japan

    Masaaki Kurosu

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Morrison, K., Dawkins, S., Choong, YY., Theofanos, M.F., Greene, K., Furman, S. (2021). Current Problems, Future Needs: Voices of First Responders About Communication Technology. In: Kurosu, M. (eds) Human-Computer Interaction. Design and User Experience Case Studies. HCII 2021. Lecture Notes in Computer Science(), vol 12764. Springer, Cham. https://doi.org/10.1007/978-3-030-78468-3_26

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