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Author (up) Rob Grace; Shane Halse; Jess Kropczynski; Andrea Tapia; Fred Fonseca pdf 
  Title Integrating Social Media in Emergency Dispatch via Distributed Sensemaking Type Conference Article
  Year 2019 Publication Proceedings of the 16th International Conference on Information Systems for Crisis Response And Management Abbreviated Journal Iscram 2019  
  Volume Issue Pages 734-745  
  Keywords sensemaking; emergency dispatch; social media; role play  
  Abstract 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 analystsí sensemaking activities with those of 911 call takers and dispatchers in reconfigured emergency dispatch workflows.  
  Address (1) Pennsylvania State University, United States of America; (2) University of Cincinnati, United States of America  
  Corporate Author Thesis  
  Publisher Iscram Place of Publication Valencia, Spain Editor Franco, Z.; González, J.J.; Canós, J.H.  
  Language English Summary Language Original Title  
  Series Editor Series Title Abbreviated Series Title  
  Series Volume Series Issue Edition  
  ISSN 2411-3387 ISBN 978-84-09-10498-7 Medium  
  Track T8- Social Media in Crises and Conflicts Expedition Conference 16th International Conference on Information Systems for Crisis Response and Management (ISCRAM 2019)  
  Notes wrg123@ist.psu.edu; seh297@ist.psu.edu; jess.kropczynski@uc.edu; atapia@ist.psu.edu; ffonseca@ist.psu.edu Approved no  
  Call Number Serial 1756  
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