Exploring Cognitive Work within a 911 Dispatch Center: Using Complementary Knowledge Elicitation Techniques

Abstract

This study evaluates the differences in user information acquired from scenario-based versus non scenario-based knowledge elicitation for the design of 911 dispatch simulations. During the non-scenario condition, participants answered probe questions concerning their work activities and emergency response procedures. During the scenario-based condition, participants were presented with an emergency scenario and described the necessary steps required to respond to the situation. Preliminary analysis implies that information derived from non scenario-based knowledge elicitation may focus more upon the defined protocols of workgroups whereas information gathered from scenario-based knowledge elicitation may be more concerned with procedures and interactions that are unique to a certain workgroup. Results suggest that the use of scenario-based knowledge elicitation is more likely to allow designers to tailor simulations that conform to the unique culture of an emergency dispatch center workgroup than non scenario-based knowledge elicitation.