Communicating location and geography in emergency response

Book chapter, 2018

Response organizations often face serious challenges as a result of communication problems during emergency events. This can to a large extent be traced to the tradition of verbal communication in this context. Issues in communication translate to matters of sensemaking, planning, and collaboration among distributed response teams. This paper reports from an interview study with emergency managers regarding the work conducted during a wildfire. Boundary objects and sensemaking were used as analytical lenses, emphasizing how outcome of sensemaking activities are used at different sites and interpreted differently in different work settings. Challenges of verbally exchanging complex information regarding location and geography, between individuals and groups, make us reconsider the role of technology and its potential to support efficient interactions, which will limit ambiguity and uncertainty, and increase accuracy, articulation, and persistence.