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

2. 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
Jan. 14, 2011
EAAC

3. 58% of Respondents Don't Like Surveys
Jan. 14, 2011
EAAC

4. Motivation Text to motivate participation and explain background
designed for lay people
“In the next few years, the communication systems for 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 help in an emergency.”
Jan. 14, 2011
EAAC

5. 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

6. 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

7. 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 call taker?
Always, easily; with difficulties; no
Jan. 14, 2011
EAAC

8. 9-1-1 preferences
SMS currently cannot be used to reach Would you use it if it were available?
most likely not; maybe; probably
Texting
Video
Jan. 14, 2011
EAAC

9. 9-1-1 calling (1) I can call 9-1-1
independently, with help, there is no technology available
I could call 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
Jan. 14, 2011
EAAC

10. 9-1-1 calling (2)
If I could use my video phone to contact and reach someone who understood American sign language, I would feel
not much safer, somewhat safer, much safer
If I could text a call center and have the text go through even if I am unable to finish my message, I would feel
Jan. 14, 2011
EAAC

11. 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

12. 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

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

14. 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