EAAC questionnaire – strawman would likely use on-line survey tool (SurveyMonkey or similar) EAAC questionnaire – strawman Henning Schulzrinne henning.schulzrinne@fcc.gov Jan. 14, 2011 EAAC

Introduction / goals Targeted survey – 9-1-1 only “Generally speaking, a survey should take no longer than 10 minutes to complete.” Get sufficiently large response hundreds+ Use on-line survey tool Formulate (re-use?) standard privacy language http://www.articlesbase.com/marketing-articles/what-is-the-perfect-survey-length-1538510.html http://blog.vovici.com/blog/bid/18133/Recommended-Survey-Length Jan. 14, 2011 EAAC

58% of Respondents Don't Like Surveys http://blog.vovici.com/blog/bid/51233/58-of-Respondents-Don-t-Like-Surveys Jan. 14, 2011 EAAC

Motivation Text to motivate participation and explain background designed for lay people “In the next few years, the communication systems for 9-1-1 will be changing. Callers will still dial 9-1-1, but the next-generation system will add new capabilities and will be Internet-based. As part of this effort, we need your help to build in the best possible support so that everybody, regardless of disability, can reach 9-1-1 help in an emergency.” Jan. 14, 2011 EAAC

Demographic information Age group Disability including partial deafness Internet access home broadband (DSL, cable, satellite), dial up elsewhere (friend, work, library, community center, …) Jan. 14, 2011 EAAC

Communication tool usage Devices owned landline phone basic cell phone (only makes voice calls) feature phone (with web browser and SMS) smart phone (with apps; iPhone, Android, Blackberry, Windows Mobile) tablet (iPad) laptop or netbook desktop PC Communication usage (daily, at least once a week, about once a month, rarely) TTY SMS video or text relay service VoIP stand-alone instant messaging (such as AIM, Yahoo Messenger, Skype, Jabber) Facebook messaging Jan. 14, 2011 EAAC

9-1-1 usage How often have you called 9-1-1 in the past three years? never; once-twice; more often Did you dial direct or go through VRS? Did you experience a delay? almost none; some; call had to be forwarded Were you able to communicate successfully with the 9-1-1 call taker? Always, easily; with difficulties; no Jan. 14, 2011 EAAC

9-1-1 preferences SMS currently cannot be used to reach 9-1-1. Would you use it if it were available? most likely not; maybe; probably Email Texting Video Jan. 14, 2011 EAAC

9-1-1 calling (1) I can call 9-1-1 independently, with help, there is no technology available I could call 9-1-1 independently if (check all) I could use real-time text I could use my video phone I could use SMS (“texting”) if I knew I would be understood using my voice Assuming all of these are available, which technology would you be your first choice if you had to call 9-1-1? voice, video with sign language, real-time text, instant messaging Avoid Likert scale http://blog.vovici.com/blog/bid/21978/Acquiescence-Bias-Agree-Disagree-Scale-Best-Practices Jan. 14, 2011 EAAC

9-1-1 calling (2) If I could use my video phone to contact 9-1-1 and reach someone who understood American sign language, I would feel not much safer, somewhat safer, much safer If I could text a 9-1-1 call center and have the text go through even if I am unable to finish my message, I would feel Jan. 14, 2011 EAAC

Real-time text Do you know what real-time text is? Never heard of it; somewhat familiar; very familiar (e.g., attended seminar) Real-time text allows to send text messages one character at a time. There is no need to complete a message or hit “Send” – the text appears immediately after typing. Would you use real-time text for reaching 9-1-1? Jan. 14, 2011 EAAC

Your story Provide open-ended question may increase engagement may provide good illustration “If you have called 9-1-1, please describe briefly what happened and how well the call was handled.” Jan. 14, 2011 EAAC

Distribution venues COAT CSUN (http://csunconference.org/) March 14-19, 2011 HLAA (http://www.hearingloss.org/) June 16-19, 2011 Jan. 14, 2011 EAAC

Survey schedule Jan. 14: Agree on outline of survey identify organizations that distribute Feb. 1: Finalize draft, send for outside review & comments find some test users Feb. 11: Incorporate comments release survey Mar. 11: Evaluate initial results Mar. 31: close survey Apr. 8: Summarize and evaluate Jan. 14, 2011 EAAC