Grace, R., Montarnal, A., Petitdemange, E., Rutter, J., Rodriguez, G. R., & Potts, M. (2023). Collaborative Information Seeking during a 911 Call Surge: A Case Study. In Jaziar Radianti, Ioannis Dokas, Nicolas Lalone, & Deepak Khazanchi (Eds.), Proceedings of the 20th International ISCRAM Conference (pp. 649–662). Omaha, USA: University of Nebraska at Omaha.
Abstract: 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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Schauer, S., Petersen, L., Grace, R., & Roohi, M. (2023). From Resilient Critical Infrastructures to a Resilient Society. In Jaziar Radianti, Ioannis Dokas, Nicolas Lalone, & Deepak Khazanchi (Eds.), Proceedings of the 20th International ISCRAM Conference (pp. 1076–1077). Omaha, USA: University of Nebraska at Omaha.
Abstract: With the current international crises such as the Ukrainian war, the ongoing climate change, or the interruptions in international supply chains and recent incidents like the earthquake in Turkey or the Ohio train derailment, it becomes more obvious that “just” protecting the society’s critical services and infrastructures will not be sufficient enough in the future. Services and infrastructures need to become more resilient to the effects of intentional threats as well as disasters caused by natural hazards to keep essential services operational and protect the people’s wellbeing. Accordingly, the solutions for achieving that and making society more resilient need to look further, beyond the boundaries of one infrastructure and beyond purely technical aspects. In this way, evolving towards a resilient society is a multi-dimensional problem integrating different viewpoints. In the technology-driven world we are living today, the social relations and interactions among individuals have become more important than ever and organizational structures influence the success or failure of technological solutions. Furthermore, many frameworks for societal/social/community resilience include as a metric the availability of essential services/critical infrastructure. Therefore, today’s technical solutions for protecting Critical Infrastructures need to play together with novel organizational, communal, and individual concepts as well as fulfill requirements from the economic, environmental, ethical and societal domains. In this panel, we will look at the impacts Critical Infrastructures are facing due to current crisis situations in different parts of the world and the effects this has on society. We will discuss among the panelists and with the audience on how existing and future concepts, methodologies and tools could help to improve resilience from a technical, organizational, and societal perspective.
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