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Radio dispatchers' interruption recovery strategies

Authors:

Gabriela Mancero,

B. L. William Wong,

Martin LoomesAuthors Info & Claims

OZCHI '09: Proceedings of the 21st Annual Conference of the Australian Computer-Human Interaction Special Interest Group: Design: Open 24/7

Pages 113 - 120

https://doi.org/10.1145/1738826.1738845

Published: 23 November 2009 Publication History

Abstract

A field study was conducted at the British Transport Police Control Room in London. We used The Critical Decision Method (CDM) to explore radio dispatchers' cue identification, situation awareness and integration of information, particularly when following an interruption. The data from the CDM interviews was also analysed using the Emergent Themes Analysis (ETA) approach. The ETA resulted in categorizing difficulties that are shared by all radio dispatchers during high workload. Based on the ETA results, we conducted another set of CDM interviews which focus particularly in interruption recovery. The CDM gave us a clear idea of what information radio dispatchers need to recover from interruptions. We found that radio dispatchers are almost unaffected by interruptions and have developed two main interruption recovery strategies.

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Cited By

Dash PNeustaedter CJones BYip C(2022)The Design and Evaluation of Emergency Call Taking User Interfaces for Next Generation 9-1-1Frontiers in Human Dynamics10.3389/fhumd.2022.6706474Online publication date: 16-Feb-2022
https://doi.org/10.3389/fhumd.2022.670647
Schneegass CFüseschi VKonevych VDraxler F(2021)Investigating the Use of Task Resumption Cues to Support Learning in Interruption-Prone EnvironmentsMultimodal Technologies and Interaction10.3390/mti60100026:1(2)Online publication date: 30-Dec-2021
https://doi.org/10.3390/mti6010002
Schneegass CDraxler F(2021)Designing Task Resumption Cues for Interruptions in Mobile Learning ScenariosTechnology-Augmented Perception and Cognition10.1007/978-3-030-30457-7_5(125-181)Online publication date: 5-Jan-2021
https://doi.org/10.1007/978-3-030-30457-7_5
Show More Cited By

Index Terms

Radio dispatchers' interruption recovery strategies
1. Human-centered computing
  1. Human computer interaction (HCI)

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Information & Contributors

Information

Published In

cover image ACM Other conferences

OZCHI '09: Proceedings of the 21st Annual Conference of the Australian Computer-Human Interaction Special Interest Group: Design: Open 24/7

November 2009

445 pages

ISBN:9781605588544

DOI:10.1145/1738826

Conference Chair:
Marcus Foth
Queensland University of Technology
,
Program Chairs:
Jesper Kjeldskov
Aalborg University
,
Jeni Paay
CSIRO

Copyright © 2009 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 23 November 2009

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OZCHI '09

OZCHI '09: Proceedings of the 21st conference of the computer-human interaction special interest group of Australia on Computer-human interaction: design

November 23 - 27, 2009

Melbourne, Australia

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OZCHI '09 Paper Acceptance Rate 32 of 60 submissions, 53%;

Overall Acceptance Rate 362 of 729 submissions, 50%

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Cited By

Dash PNeustaedter CJones BYip C(2022)The Design and Evaluation of Emergency Call Taking User Interfaces for Next Generation 9-1-1Frontiers in Human Dynamics10.3389/fhumd.2022.6706474Online publication date: 16-Feb-2022
https://doi.org/10.3389/fhumd.2022.670647
Schneegass CFüseschi VKonevych VDraxler F(2021)Investigating the Use of Task Resumption Cues to Support Learning in Interruption-Prone EnvironmentsMultimodal Technologies and Interaction10.3390/mti60100026:1(2)Online publication date: 30-Dec-2021
https://doi.org/10.3390/mti6010002
Schneegass CDraxler F(2021)Designing Task Resumption Cues for Interruptions in Mobile Learning ScenariosTechnology-Augmented Perception and Cognition10.1007/978-3-030-30457-7_5(125-181)Online publication date: 5-Jan-2021
https://doi.org/10.1007/978-3-030-30457-7_5
Neustaedter CMcGee JDash PHarrison SBardzell SNeustaedter CTatar D(2019)Sharing 9-1-1 Video Call Information between Dispatchers and Firefighters During Everyday EmergenciesProceedings of the 2019 on Designing Interactive Systems Conference10.1145/3322276.3322277(567-580)Online publication date: 18-Jun-2019
https://dl.acm.org/doi/10.1145/3322276.3322277
Singhal SNeustaedter CKoskinen ILim YCerratto-Pargman TChow KOdom W(2018)Caller Needs and Reactions to 9-1-1 Video Calling for EmergenciesProceedings of the 2018 Designing Interactive Systems Conference10.1145/3196709.3196742(985-997)Online publication date: 8-Jun-2018
https://dl.acm.org/doi/10.1145/3196709.3196742
Neustaedter CJones BO'Hara KSellen AMandryk RHancock MPerry MCox A(2018)The Benefits and Challenges of Video Calling for Emergency SituationsProceedings of the 2018 CHI Conference on Human Factors in Computing Systems10.1145/3173574.3174231(1-13)Online publication date: 21-Apr-2018
https://dl.acm.org/doi/10.1145/3173574.3174231

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