Radio dispatchers' interruption recovery strategies

Authors:
Gabriela Mancero;B. L. William Wong;Martin Loomes
Affiliations:
Middlesex University, The Burroughs, London;Middlesex University, The Burroughs, London;Middlesex University, The Burroughs, London
Venue:
OZCHI '09 Proceedings of the 21st Annual Conference of the Australian Computer-Human Interaction Special Interest Group: Design: Open 24/7
Year:
2009

Citing 6
Cited 0

The effects of skill development and feedback on action slips

HCI'92 Proceedings of the conference on People and computers VII
Working with “constant interruption”: CSCW and the small office

CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Situation awareness in emergency medical dispatch

International Journal of Human-Computer Studies
Human Factors Methods: A Practical Guide for Engineering And Design

Human Factors Methods: A Practical Guide for Engineering And Design
The scope and importance of human interruption in human-computer interaction design

Human-Computer Interaction
Change blindness and its implications for complex monitoring and control systems design and operator training

Human-Computer Interaction

Quantified Score

Hi-index	0.00

Visualization

Abstract

A field study was conducted at the British Transport Police Control Room in London. We used The Critical Decision Method (CDM) to explore radio dispatchers' cue identification, situation awareness and integration of information, particularly when following an interruption. The data from the CDM interviews was also analysed using the Emergent Themes Analysis (ETA) approach. The ETA resulted in categorizing difficulties that are shared by all radio dispatchers during high workload. Based on the ETA results, we conducted another set of CDM interviews which focus particularly in interruption recovery. The CDM gave us a clear idea of what information radio dispatchers need to recover from interruptions. We found that radio dispatchers are almost unaffected by interruptions and have developed two main interruption recovery strategies.