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The public safety community is in the process of transitioning from the use of land mobile radios (LMR) to a technology ecosystem including a variety of broadband data sharing platforms. Successful deployment and adoption of new communication technology relies on efficient and effective user interfaces based on a clear understanding of first responder needs, requirements and contexts of use. This project employs a two-phased data collection approach for an in-depth look at the population of first responders, along with their work environment, their tasks, and their communication needs. This report documents the data collection of Phase 1 and the resulting data analysis. Phase 1, the qualitative component, focuses on interviews with approximately 200 first responders (law enforcement, fire fighters, emergency medical services, communications/dispatch) across the country. The results include user needs and requirements expressed by first responders. These needs and requirements have been organized into five categories of technology opportunities. Further analysis identified six user-centered design guidelines for technology development. Finally, the importance the role of trust plays in first responders' adoption and use of communication technology is presented.
The public safety community has a unique opportunity to improve communication technology for incident response with the creation of the national public safety broadband network (NPSBN). Understanding the problems currently being experienced by first responders with communication technology as well as first responders' communication technology requests provides the basis for addressing and developing solutions to improve public safety communication. The National Institute of Standards and Technology Public Safety Communications Research usability team has conducted in-depth interviews with approximately 200 first responders representing 13 states in eight Federal Emergency Management Agency (FEMA) regions. The population sample includes urban, suburban, and rural locations, and various levels in the chain of command within the fire, law enforcement, emergency medical services, and communications center disciplines. This Volume 2 report is the second in a series of reports documenting the findings. A qualitative analysis of the transcribed interview data revealed thousands of problems currently being experienced by first responders and new functionality requests. Further analysis, with respect to current problems identified 25 distinct categories, with 1 729 quotes categorized across the four domains. The new functionality request data analysis resulted in 1 143 categorized quotes belonging to 18 categories. From the problems and requested functionality data, three major themes across the public safety landscape were identified in addition to discipline-specific topics that need to be addressed as future communication technology for first responders develops.
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