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A Multi-Methodological Approach to Emergency Call Handling in the Metropolitan Police Service

  • Raymond Rowe

Abstract

This paper explores a multi-methodological approach to evaluating and improving Metropolitan Police Service (MPS) policy toward emergency telephone call handling from 1999 to 2001. A multi-methodological approach was adopted to identify the problem situation and agree an agenda for change. Soft Systems Methodology (SSM) and a number of other methodological techniques were used to assist in identifying the problem situation. Archive data was gathered throughout the research to inform SSM. Interviews were conducted with emergency telephone call handlers and inform SSM. Questionnaires were designed to investigate policy and procedures for emergency telephone call handlers operating in the MPS and inform SSM. A number of emergency telephone call handlers were observed and identified as case studies to inform SSM.

Keywords

Archive Data Problem Situation Emergency Call Soft System Methodology Young Offender 
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References

  1. Checkland, P.B. (1981). Systems Thinking, Systems Practice, John Wiley & Sons, Chichester.Google Scholar
  2. Mingers, J. and Brocklesby, J. (1996). “Multimethodology: Towards a Framework For Critical Pluralism”, Systemist, 18(3): 101–131.Google Scholar
  3. Rowe, R. (2000). Young Offenders and the Criminal Justice System: A systems science approach to evaluating and improving Metropolitan Police Service policy toward young offenders. Unpublished PhD Thesis, City University, London.Google Scholar
  4. Smyth, D.S. and Checkland, P.B. (1976). Using a systems approach: the structure of root definitions, Journal of Applied Systems Analysis, 5(1): 75–83.Google Scholar

Copyright information

© Springer Science+Business Media New York 2002

Authors and Affiliations

  • Raymond Rowe
    • 1
  1. 1.Apercu LimitedEssexUK

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