Abstract
The domain of ambulance command and control is complex due to dispatchers being required to make potentially hazardous decisions, often based on uncertain data, received from distributed sources in an environment that is extremely dynamic. These complexities were established after observing and interviewing fourteen ambulance command and control dispatchers located in two communications centres in New Zealand. In addition to the identification of complexities, the interviews resulted in the formulation of decision strategies utilised by the dispatchers when working in the communication centres. This research has implications for display design and provides avenues of research regarding how best to display the decision-making data required by ambulance dispatchers to overcome the complexities they encounter.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Hoffman, R.R., Crandall, B., Shadbolt, N.: Use of the Critical Decision Method to Elicit Expert Knowledge: A Case Study in the Methodology of Cognitive Task Analysis. Human Factors 40(2), 254–276 (1998)
Klein, G., Calderwood, R., Macgregor, D.: Critical Decision Method for Eliciting Knowledge. IEEE Transactions on Systems, Man and Cybernetics 19(3), 462–472 (1989)
Klein, G., Kaempf, G.L., Wolf, S., Thordsen, M., Miller, T.: Applying Decision Requirements to User-Centered Design. International Journal Of Human-Computer Studies 46(1), 1–15 (1997)
Rasmussen, J., Lind, M.: Coping with Complexity. In: European Conference on Human Decision and Manual Control, Delft, The Netherlands (1981)
Vicente, K.J.: Cognitive Work Analysis: toward safe, productive & healthy computer-based work. Lawrence Erlbaum Associates, Mahwah (1999)
Wong, B.L.W.: Data Analysis for the Critical Decision Method. In: Diaper, D., Stanton, N. (eds.) Task Analysis for Human-Computer Interaction, pp. 327–346. Lawrence Erlbaum Associates, Mahwah (2004)
Wong, B.L.W., Blandford, A.: Analysing Ambulance Dispatcher Decision Making: Trialing Emergent Themes Analysis. In: HF 2002, Human Factors Confer-ence Design for the whole person - integrating physical, cognitive and social aspects. Melbourne, Australia: A joint conference of the Ergonomics Society of Australia (ESA) and the Computer Human Interaction Special Interest Group (CHISIG) (2002)
Woods, D.D.: Coping with Complexity: the Psychology of Human Behavior in Complex Systems. In: Goodstein, L.P., Andersen, H.B., Olsen, S.E. (eds.) Tasks, Errors and Mental Models: A Festschrift to celebrate the 60th birthday of Professor Jens Rasmussen, pp. 128–148. Taylor & Francis, London (1988)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2004 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Hayes, J., Moore, A., Benwell, G., Wong, B.L.W. (2004). Ambulance Dispatch Complexity and Dispatcher Decision Strategies: Implications for Interface Design. In: Masoodian, M., Jones, S., Rogers, B. (eds) Computer Human Interaction. APCHI 2004. Lecture Notes in Computer Science, vol 3101. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-27795-8_60
Download citation
DOI: https://doi.org/10.1007/978-3-540-27795-8_60
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-22312-2
Online ISBN: 978-3-540-27795-8
eBook Packages: Springer Book Archive