Current Problems, Future Needs: Voices of First Responders about Communication Technology

With advances in network technologies, there has been increasing interest in developing new communication technology for first responders that utilizes wireless broadband networks. In order to develop new communication technology, user requirements are needed to ensure new technology is usable; however, capturing user requirements for first responders has been challenging due to the diversity of its users’ contexts and needs.

This paper aims to provide guidance and insight into developing user requirements for communication technology developed for first responders by exploring first responders’ communication technology problems and needs. Qualitative interviews with 193 first responders across four disciplines (comm center & 9-1-1 services; emergency medical services; fire service; law enforcement) revealed that they often encountered problems with their communication technology’s reliability, usability, and interoperability.