Better than short-code services

Some dispatch centers have enabled texting via short-code services, but those options require users to learn a new number and typically cost at least 20 times more than the $50 per month that Zipwhip charges to text enable an existing landline phone, Lauer said.

“This is arguably a better service for way less cost,” he said, noting that Zipwhip also provides a software support suite that is not offered by short-code providers. “I say it’s a better service, because it’s the main phone number that they’re already promoting for voice calls that now also takes texts. So, there’s nothing confusing about it.”

Middleton police’s non-emergency number was text-enabled on Sept. 9, and staff members primarily have been testing the capability internally over the past several weeks before promoting it to the public and “it’s been great,” Cleasby said.

However, the Middleton police has tried using the texting functionality with success during actual events, he added.

“There was one instance where we were looking for a driver from a hit-and-run accident,” Cleasby said. “One posting that was put on Facebook … [instructed readers] to call or text this number with information. And just that one Facebook post generated four text messages from the public with information on this truck and this guy.”

In another instance, police received a call about a person who was drunk and believed to be suicidal, Cleasby said. After the person refused to answer his door or answer voice calls to his phone, a dispatcher tried texting the person.

“Within seconds, he opened his door,” Cleasby said. “He never admitted why he did it, but he wasn’t answering his phone and he wasn’t answering his door, even though the officers were knocking, pounding and yelling. But she sent him a text, and he came right out.

“So, it’s not even out there publicly yet, and we’re already seeing the benefits from it.”

In addition to improving interactions with the public, the text-enabled line also should improve internal operations, providing the department with the ability to text specific groups—for instance, multiple investigators during a major case—from an official police computer instead of having to call personnel individually, Cleasby said.

Cleasby said the police still would rather receive voice calls from the public—“there’s so much more information we can get [with a voice call]”—but acknowledged that there are some instances when texting makes more sense.

Although the Zipwhip texting functionality is very useful and provides a call-back number for Middleton police, Cleasby said he does not see it as a replacement for texting natively to the 911 system.

“My understanding is that next-generation 911 is also going to include GPS coordinates,” Cleasby said. “This doesn’t include anything about where the person’s at, and that’s important. It will give us the phone number where it came from, but it gives us nothing in terms of who the caller is and [their location].”