Radio dispatchers' interruption recovery strategies

Mancero, Gabriela, Wong, B. L. William ORCID logoORCID: and Loomes, Martin J. (2009) Radio dispatchers' interruption recovery strategies. In: Proceedings of the 21st Annual Conference of the Australian Computer-Human Interaction Special Interest Group on Design: Open 24/7 - OZCHI '09. ACM, New York, pp. 113-120. ISBN 9781605588544. [Book Section] (doi:10.1145/1738826.1738845)


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.

Item Type: Book Section
Research Areas: A. > School of Science and Technology > Computer Science
A. > School of Science and Technology > Computer Science > SensoLab group
Item ID: 11241
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Depositing User: Teddy ~
Date Deposited: 10 Jul 2013 11:11
Last Modified: 13 Oct 2016 14:27

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