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Toward an Organizational Technology Adoption Process (OTAP) for Social Media Integration in a PSAP
James A. Reep
Andrea Tapia
Amanda Hughes
Fiona McNeill
Christopher W. Zobel
Integration of social media in emergency response environments presents specific organizational challenges, such as lack of resources or information credibility. Additionally, there exists individual resistance to change in these environments that could potentially discourage adoption. To identify and understand these challenges, we conducted semi-structured group interviews with emergency call takers and dispatchers. We find that these PSAP operators desire participation and explanation of changes throughout the organizational change process. Participants also articulated they desired training regarding change even when not directly affected. Though change management procedures often call for these strategies, they are commonly overlooked, leaving individuals to imagine worse case scenarios that manifest as additional stress in an already stressful work environment. It is suggested that a formalized change management process which directly addresses the identified challenges within the organizational technology adoption process (OTAP) is needed in order to mitigate undue stress.
urn:ISBN:2411-3451
openurl:?ctx_ver=Z39.88-2004&rfr_id=info%3Asid%2Fidl.iscram.org%2F&genre=proceeding&title=Toward%20an%20Organizational%20Technology%20Adoption%20Process%20%28OTAP%29%20for%20Social%20Media%20Integration%20in%20a%20PSAP&stitle=Iscram%202020&issn=978-1-949373-27-65&isbn=2411-3451&date=2020&spage=718&epage=729&aulast=James%20A.%20Reep&au=Andrea%20Tapia&pub=Virginia%20Tech&place=Blacksburg%2C%20VA%20%28USA%29&sid=refbase%3AISCRAM
url:http://idl.iscram.org/show.php?record=2266
citekey:JamesA.Reep+AndreaTapia2020
citation:James A. Reep, & Andrea Tapia. (2020). Toward an Organizational Technology Adoption Process (OTAP) for Social Media Integration in a PSAP. In Amanda Hughes, Fiona McNeill, & Christopher W. Zobel (Eds.), ISCRAM 2020 Conference Proceedings – 17th International Conference on Information Systems for Crisis Response and Management (pp. 718-729). Blacksburg, VA (USA): Virginia Tech.
2020
ConferencePaper
text
Crisis informatics, Organizational Change, Technology Adoption, Social Media, OTAP
file:http://idl.iscram.org/files/jamesareep/2020/2266_JamesA.Reep+AndreaTapia2020.pdf
Virginia Tech
English
978-1-949373-27-65
ISCRAM 2020 Conference Proceedings – 17th International Conference on Information Systems for Crisis Response and Management
2020
718
729
1