911 Operator Case Summary

The total system performance depends on the operator (user), the machine and the environment where human factors users is concerned with the interrelations between machine, its operation and environment.
In solving a particular problem involving human-machine interaction, the user usually starts with a consideration of the capabilities of the operation of the displays. The human factors of the users (911 operator) should be concerned with all aspects of human-to-human communication, with a special emphasis on communication mediated by technology which indicates the operator or machine. It helps to improve the human-system interactions.
Nevertheless, the 911 operator should have patched the caller through to the Fire Department dispatcher when the caller reported that there was an emergency call for a fire in their residence. Patching the caller through the dispatcher could have saved time, made the transfer of information more direct and at the end the caller’s address would be clearly displayed automatically on a computer display at the fire dispatch office. So, the tracking of the incident place would have been made easier and efficiently.
That is, we must consider the specific system performing in the operational environment and study human performance in relation to the system to improve the safety, comfort and convenient. In this case, the 911 operator should have been an expert in patching the caller through the Fire Department dispatcher during an emergency situation so that the system in the dispatcher’s office can detect precisely the area. This would avoid the line of the 911 operator from being busy that results in redirecting callers through the answering