User Experience of 911 Emergency Communications in the City of Memphis: What was the Effect of Implementing 911 Emergency Text-Messaging Services?

This study examined the implementation of 911 emergency services text messaging in the city of Memphis, Tennessee for the period encompassing May 1, 2016 and February 28, 2022. Using ANOVA and an alpha value of 0.05, four statistically significant outcomes were shown regarding calls answered within 20 s ( p = 0 . 0 0 ; α = 0 . 0 5 ; ω 2 = 0 . 1 3 ), queued waiting time experienced by system users ( p = 0 . 0 1 ; α = 0 . 0 5 ; ω 2 = 0 . 0 7 ), ring seconds per call ( p = 0 . 0 1 ; α = 0 . 0 5 ; ω 2 = 0 . 1 9 ), and mean time regarding 911 call average time ( p = 0 . 0 1 ; α = 0 . 0 5 ; ω 2 = 0 . 1 0 ). The study also revealed an increase in 911 call volume and a decrease in abandoned calls.