Title: Using live video for communication between lay bystanders and emergency dispatchers in command and control centres

Authors: Kristine Steen-Tveit; Bjørn Erik Munkvold; Jaziar Radianti

Addresses: Centre for Integrated Emergency Management, Department of Information Systems, University of Agder, Kristiansand, 4630, Norway ' Centre for Integrated Emergency Management, Department of Information Systems, University of Agder, Kristiansand, 4630, Norway ' Centre for Integrated Emergency Management, Department of Information Systems, University of Agder, Kristiansand, 4630, Norway

Abstract: Emergency response operations are usually initiated by emergency calls from lay bystanders at the incident scene, providing information that is vital for assessing the situation. While the communication is mainly verbal, the use of live video systems for providing real-time visual information is increasingly being focused. This study presents an analysis of work practices in command and control centres (CCC) in Norway and documents experiences from early-stage adoption and use of a live video system. Based on interviews with emergency dispatchers, our study contributes knowledge on how this new source of information is incorporated in the emergency response decision process in the CCCs. The results show how the use of live video can enhance situational awareness in multi-agency operations, especially in unclear situations. However, the benefits of using video need to be balanced against the additional manual operations required, which may cause delays in time-critical situations.

Keywords: CCC; command and control centres; live video support; information collection; situational awareness; NPT; normalisation process theory; decision-making; emergency management; dual-process theories.

DOI: 10.1504/IJEM.2021.10047518

International Journal of Emergency Management, 2021 Vol.17 No.2, pp.154 - 176

Received: 29 Apr 2021
Accepted: 20 Sep 2021

Published online: 15 May 2022 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article