A cry for help: What Answering 911 Teaches Us About...
summary
Three years on 911 yields concrete tactics: open questions and measured silence that got him to put the gun down, a protocol that turns minutes into survival. Systems lessons include a colorized CAD map change that accidentally removed a geographic anchor, SharePoint search that breaks a working Word-based workflow, and a backup card-and-radio plan that functions under outage. Surprising counts and outcomes: 35 Chihuahuas found in one house, three officers clearing a scene, and 907 means different things across neighboring cities.
AI-written summary · about
chapters (17)
- 0:00Intro
- 1:15Overview
- 3:48User Research
- 5:00Scottsdale Police Department
- 6:07Asking openended questions
- 7:38Police codes
- 10:38Examples
- 12:29Emojis
- 13:38Silence
- 17:11Exigent circumstances
- 19:45Empathy vs Sympathy
- 20:50Collaboration
- 22:51A call for help
- 26:15Crisis Intervention Specialist
- 27:32Designing the Map
- 29:42SharePoint Search
- 31:08Backup System
related talks
15mWhen Systems Flatline—Enhancing Incident Response with Learnings from the Medical Field
32mWhat emergency service volunteering has taught me about incident management
14mThe Legend of the Arsonist Firefighter
47mThe Four Agreements of Incident Response
32mThe Big Picture
29mCode-Yellow: Helping Operations Top-Heavy Teams the Smart Way
01h 02mCritical Decision Making
19mBlame, Shame and Panic - What not to do when things go wrong