Wisconsin 911 dispatcher uses text-messaging system to help first responders provide aid in Tennessee

A few text messages received have resulted in the dispatch of first responders, McKnight said.

“The ones I can remember are ‘check welfare’ situations. In fact, in one case, it benefited us in a number of ways,” she said. “Not only did the caller text us with information, we were able to text the person they were concerned about, and [that person] responded to our text message, versus coming to the door or answering a phone call. We were able to at least start communication that way, so it benefited us in that means, as well.”

In terms of back-end operations, McKnight said the introduction of text messaging to the PSAP has not been a problem.

“Zipwhip has been very user friendly,” McKnight said. “A lot of our dispatchers are familiar with texting in the normal course of the day for their lives, so it was a familiar process and real easy to use the program.”

Buechner echoed this sentiment.

“With that screen, everything is listed out in fairly sequential order,” Buechner said. “It’s pretty easy to follow and respond to, so you can get a quick message back [to the person initiating the text conversation].”

Buechner noted that there are some notable differences between dealing with a text message and handling a 911 voice call for a telecommunicator.

“[Text] may be a little bit easier, because you don’t have that emotional component—you don’t hear the fear in the voice [of the caller], so that’s out of the picture,” Buechner said. “But, at the same time, you know it’s an urgent situation and that you personally need to respond with urgency.

“I think it’s a nice adjunct [to traditional 911 voice functionality]. I guess with this situation, it worked out very well, because there weren’t any complications. It wasn’t something where he had someone coming after him or he needed to give indepth directions or information. It was a very nice, very standard call.”