Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting PDF
Preview Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting
Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2016 Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting Deborah Lee Almendarez Walden University Follow this and additional works at:https://scholarworks.waldenu.edu/dissertations Part of theCommunication Commons,Public Administration Commons, and thePublic Policy Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please [email protected]. Walden University College of Social and Behavioral Sciences This is to certify that the doctoral dissertation by Deborah Lee Almendarez has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. Barrett Mincey, Committee Chairperson, Public Policy and Administration Faculty Dr. David Milen, Committee Member, Public Policy and Administration Faculty Dr. Linda Day, University Reviewer, Public Policy and Administration Faculty Chief Academic Officer Eric Riedel, Ph.D. Walden University 2016 Abstract Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting by Deborah Lee Villanueva Almendarez M.A.O.M, University of Phoenix, 2005 B.A., University of Texas at San Antonio, 1991 Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Public Policy and Administration Walden University August 2016 Abstract The introduction of wireless device text messaging, as an alternative to a citizen placing a telephone call for police help, generates the need for new polices and processes relevant to police call-taker, police dispatcher, and police officer response to reported emergencies. Little scholarly research explores the policy issues around the use of text 9- 1-1 within public safety answering point operations. Using systems theory as the foundation, the purpose of this qualitative case study was to explore the potential use of written communication via a wireless device text message for reporting a police emergency. Research questions focused on the reciprocal relationships in communication used to initiate an emergency call for service and police response. A maximum variation purposeful sampling technique was used to recruit 16 individuals with knowledge of placing, receiving, or responding to a police emergency request, for this study. Data collection methods also included police call-taker observations of four active 9-1-1 calls, 9-1-1 and police radio recordings of the calls, physical artifacts, and documentation. All data were inductively coded and then subjected to a thematic analysis procedure. Findings indicate that text messages may be a preferred option in certain types of situations, such as home invasions, where the victim may not be able to speak to call- takers as a matter of protecting personal safety. However, the use of text messages is also perceived as creating a potential for delayed police response due to the asynchronous nature of the process. Recommendations to police executives and policy makers include enhancing call-taker training and citizen instruction prior to the text messaging integration, thereby promoting positive social change through enhancing public safety by providing another mechanism for direct citizen-police communication. Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting by Deborah Lee Villanueva Almendarez M.A.O.M., University of Phoenix, 2005 B.A., University of Texas at San Antonio, 1991 Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Public Policy and Administration Walden University August 2016 Dedication I express my appreciation and dedicate my Ph.D. dissertation to my parents for showing continuous support during my educational pursuits; if not for you, I would not be who I am. To my daughters, Stephanie and Raquel, I wish you happiness and joy in life. To my grandchildren, Joshua, Jesus III, Briseis, Scarlet, and Sophia, live your life following your dreams and attaining your goals. May The Lord Bless You and Always Keep You Safe. As a first generation college graduate, this dissertation further serves as a tribute to my grandparents. In Loving Memory to my Grampo and Gramma Flores, Grandpa Villanueva, and still living Grandma Bolaños (age 104). With All My Love, Your Granddaughter, Your Daughter, Your Mom, Your Thaiya, and Your MeeMaw. Acknowledgments I was very fortunate as a beginning research student to have Dr. Barrett Mincey as a professor. Before the conclusion of the class, my choice for a committee chair was clear. When Dr. Mincey agreed to be Chair, the journey I was to embark on did not seem so unfathomable. With the greatest respect, admiration, and appreciation thank you for your help in attaining a lifelong dream. Dr. David Milen and Dr. Susan Day, thank you also for your guidance, expertise, encouragement, and enthusiasm. I also recognize those individuals influential in granting access to the study setting. To family, friends, and coworkers at the San Antonio Police Department, the continuous interest and concern you showed was a source of unrelenting support. The PPPA 9000 class I was a member of played an integral part in this enriching experience and I wish you good luck in your future endeavors. Table of Contents Table of Contents ................................................................................................................. i List of Tables .................................................................................................................... vii List of Figures .................................................................................................................. viii Chapter 1: Introduction to the Study ....................................................................................1 Introduction ....................................................................................................................1 Background ....................................................................................................................3 Statement of the Problem ...............................................................................................5 Purpose ...........................................................................................................................7 Research Questions and Subquestions ...........................................................................9 Theoretical and Conceptual Framework ......................................................................10 Nature of the Study ......................................................................................................13 Leadership Initiative ....................................................................................................15 Definition of Terms......................................................................................................18 Assumptions and Limitations ......................................................................................23 Scope and Delimitations ..............................................................................................25 Significance of the Study .............................................................................................26 Contributions to Social Change ............................................................................ 27 Summation ...................................................................................................................28 Chapter 2: Literature Review .............................................................................................30 Introduction ..................................................................................................................30 Literature Search Strategy............................................................................................32 i Public Policy and Administration…… .......………………………………………….33 Theoretical and Conceptual Framework ......................................................................36 Calls for Help ........................................................................................................ 40 Public Safety Answering Point (PSAP) ................................................................ 43 Technology ........................................................................................................... 48 Using Language .................................................................................................... 50 Wireless Device Text Messaging .......................................................................... 54 Change-Management ............................................................................................ 65 Summation ...................................................................................................................69 Chapter 3: Research Method ..............................................................................................72 Introduction ..................................................................................................................72 Research Design and Rationale ...................................................................................73 Worldview............................................................................................................. 78 Constructiveness ................................................................................................... 79 Case Study ............................................................................................................ 80 Role of the Researcher .................................................................................................82 Inside Inquisitor .................................................................................................... 83 Storyteller .............................................................................................................. 85 Concept Coordinator ....................................................................................................86 Investigator ..................................................................................................................87 Obligation ............................................................................................................. 88 Confirming, conflicting, complete, credible ......................................................... 88 ii Architect Orchestration ................................................................................................89 Strategy ........................................................................................................................90 Emergency Reporting ..................................................................................................91 Answering Point.....................................................................................................92 Visual… ................................................................................................................ 93 Audio..................................................................................................................... 94 Public Contact ..............................................................................................................95 Responder ....................................................................................................................95 Sample Population .......................................................................................................96 Selection Process .................................................................................................. 97 Qualities ................................................................................................................ 99 Maximun Variation Sampling....................................................................................100 Size………… .............................................................................................................101 Data Collection ..........................................................................................................102 Observations ....................................................................................................... 103 Interviews ............................................................................................................ 104 Recordings .......................................................................................................... 106 9-1-1 calls...................................................................................................... 107 Radio transmissions ...................................................................................... 108 Documentation .................................................................................................... 109 Physical Artifacts ................................................................................................ 110 Data Analyses….. ......................................................................................................111 iii
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