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Enhancing 9-1-1 Accessibility and Communication: A Survey for Better Emergency Response

Engage participants in a targeted 9-1-1 survey, emphasizing the future of emergency communication systems. Collect data on technology use, preferences, and 9-1-1 experiences to enhance support for all in emergencies.

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Enhancing 9-1-1 Accessibility and Communication: A Survey for Better Emergency Response

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  1. would likely use on-line survey tool (SurveyMonkey or similar) EAAC questionnaire – strawman Henning Schulzrinne henning.schulzrinne@fcc.gov EAAC

  2. Introduction / goals • Targeted survey – 9-1-1 only • “Generally speaking, a survey should take no longer than 10 minutes to complete.” • Get sufficiently large response • hundreds+ • Use on-line survey tool • Formulate (re-use?) standard privacy language EAAC

  3. 58% of Respondents Don't Like Surveys EAAC

  4. Motivation • Text to motivate participation and explain background • designed for lay people • “In the next few years, the communication systems for 9-1-1 will be changing. Callers will still dial 9-1-1, but the next-generation system will add new capabilities and will be Internet-based. As part of this effort, we need your help to build in the best possible support so that everybody, regardless of disability, can reach 9-1-1 help in an emergency.” EAAC

  5. Demographic information • Age group • Disability • including partial deafness • Internet access • home • broadband (DSL, cable, satellite), dial up • elsewhere (friend, work, library, community center, …) EAAC

  6. Communication tool usage • Devices owned • landline phone • basic cell phone (only makes voice calls) • feature phone (with web browser and SMS) • smart phone (with apps; iPhone, Android, Blackberry, Windows Mobile) • tablet (iPad) • laptop or netbook • desktop PC • Communication usage (daily, at least once a week, about once a month, rarely) • TTY • SMS • video or text relay service • VoIP • stand-alone instant messaging (such as AIM, Yahoo Messenger, Skype, Jabber) • Facebook messaging EAAC

  7. 9-1-1 usage • How often have you called 9-1-1 in the past three years? • never; once-twice; more often • Did you dial direct or go through VRS? • Did you experience a delay? • almost none; some; call had to be forwarded • Were you able to communicate successfully with the 9-1-1 call taker? • Always, easily; with difficulties; no EAAC

  8. 9-1-1 preferences • SMS currently cannot be used to reach 9-1-1. Would you use it if it were available? • most likely not; maybe; probably • Email • Texting • Video EAAC

  9. 9-1-1 calling (1) • I can call 9-1-1 • independently, with help, there is no technology available • I could call 9-1-1 independently if (check all) • I could use real-time text • I could use my video phone • I could use SMS (“texting”) • if I knew I would be understood using my voice • Assuming all of these are available, which technology would you be your first choice if you had to call 9-1-1? • voice, video with sign language, real-time text, instant messaging EAAC

  10. 9-1-1 calling (2) • If I could use my video phone to contact 9-1-1 and reach someone who understood American sign language, I would feel • not much safer, somewhat safer, much safer • If I could text a 9-1-1 call center and have the text go through even if I am unable to finish my message, I would feel • not much safer, somewhat safer, much safer EAAC

  11. Real-time text • Do you know what real-time text is? • Never heard of it; somewhat familiar; very familiar (e.g., attended seminar) • Real-time text allows to send text messages one character at a time. There is no need to complete a message or hit “Send” – the text appears immediately after typing. • Would you use real-time text for reaching 9-1-1? EAAC

  12. Your story • Provide open-ended question • may increase engagement • may provide good illustration • “If you have called 9-1-1, please describe briefly what happened and how well the call was handled.” EAAC

  13. Distribution venues • COAT • CSUN (http://csunconference.org/) • March 14-19, 2011 • HLAA (http://www.hearingloss.org/) • June 16-19, 2011 EAAC

  14. Survey schedule • Jan. 14: Agree on outline of survey • identify organizations that distribute • Feb. 1: Finalize draft, send for outside review & comments • find some test users • Feb. 11: Incorporate comments • release survey • Mar. 11: Evaluate initial results • Mar. 31: close survey • Apr. 8: Summarize and evaluate EAAC

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