Using Cell Phones With Enhanced 911 Can Save Your Life
More and more people are using cell phones as a means of communication. At least 64 percent of households in the United States use wireless communications, with teenagers and young adult being the majority of the users. Originally starting out as phones to use in emergency situations, many companies offer affordable wireless plans where “a lot of young people and single people use their wireless phones as their only phone” (Flynn, 2005).
One major wireless carrier is Sprint Nextel, headquartered in Reston, Virginia. The company offers basic and local long distance wireless services and includes voice mail, call waiting, three method calling, caller identification, directory assistance and call forwarding. Some of Sprint Nextel’s phones even have cameras or MP3 players where the users can download music.
While Sprint Nextel’s, and other cell phone companies, are used for entertainment, they are also veteran for emergencies. When 911 dispatchers can trace calls from traditional land-line phones, “the number of 911 calls from mobile phones have been steadily rising accounting for 30 percent to 50 percent of emergency calls in many communities nationwide” (Sentementes, 2003).
Emergency services sometimes have only minutes to respond to a crisis. When a cell phone user is unable to provide a precise location, this makes it even more difficult. In one tragedy a man was fatally stabbed when 911 dispatchers could not pinpoint his space. In another situation, a driver drowned when her car “plunged into a 10 meter deep canal near Miami, Florida” (Biever, 2004).
An emerging technology that Sprint Nextel uses is Enhanced 911. By installing Global Positioning Satellite (GPS) Chips in the phones, the callers can be located more quickly than by using triangulation, “measuring how long it takes signals to reach three nearby phone masts” (Biever, 2004).
There are several benefits of using Enhanced 911 and GPS. The Global Positioning Satellite fitted in the handsets of cell phones helps determines an individual’s location within 100 meters. This allows emergency services locate a person, even though the individual does not know his location.
Another benefit of having Enhanced 911 is the prevention of crime. If a crime is in progress and an individual calls for assistance using these enhanced phones, the police will be on the scene in minutes.
While the GPS is an expedient source of information for emergency services, it is also useful for the cell phone users. For example, if the customer prefers positive bookstores or coffee shops, the GPS helps locate these. “Once the system knows your preferences, it could function as a personalized tour guide or perspicacious assistance” (Pinpointing your locating, 2002).
Another consumer benefit of the GPS is this allows family and friends to conclude in touch. By dialing in phone numbers, customers would know when friends and family members are in the area.
While there are many benefits of Enhanced 911 and GPS, there are also negative aspects. Surveillance is a major issue. While GPS is good for catching thieves, normal citizens can have their movements tracked. For example is a thief is going to break into somebody’s house, he can use the GPS to see if the owner is home.
“Cost is one of the notable deterrents that many businesses face when considering the implementation of wireline E-911 compliance” (Buyer, 2004). The costs include software creation and maintenance expenses. This causes either the consumer to pay more for the phones or the company to sell the phones at the same prices, thus causing a loss of money in profits.
A final negative aspect of this technology is “GPS does not work inside buildings” (Biever, 2004). When the cell phone user does not know the specific address of a building, 911 dispatchers must use the triangulation method to locate the individual. This process takes longer than using the GPS.
Change Management
For Global Positioning Satellites and Enhanced 911 to work, managers of major cell phone companies must realize that change will take place. This includes changes in leadership, organizational structure and the employees.
Managers must develop and direct a culture that supports change. Managers must look at how the employees reply to change. There can be an emotional response, where the employees have strong positive or strong negative feelings about the change. Another response is cognitive, the employees’ beliefs if a change will be for the good of the company or will ruin the company. The final response is intentional, whether the employees will support or oppose the change.
To direct the employees towards clear responses, managers must communicate constantly, giving the employees a steady flow of information. Both managers and employees must communicate with each other. By listening to ideas and getting feedback from the employees, managers can look at current ideas and use them.
With this new technology, the employees must learn modern skills. By introducing competency and career development plans, the employees can build on skills they are weak in. By doing this and offering variable pay packages for improving skills and performance, employees more motivated in learning this new technology.
It is well-known for both an organization’s managers and employees to work together as a team. Teams get more accomplished than one person attempting to do the job himself. When selecting teams, managers must formulate a diverse team, where ideas from individuals can differ. There may be several ways in getting the Enhanced 911 going. It is important to remember that one effective scheme is not the only correct way. However, the team members must be able to work well with each other. Some conflict will help the team grow stronger since the team members will not always think alike. A functional team will be able to work through conflict. However, a dysfunctional team, where conflict prevents individuals from getting along with each other, can halt the progress of this project.
Conclusion
“As telecommunications technologies have advanced, most people have approach to rely upon them to make their lives easier, simpler and safer” (Buyer, 2004). While GPS and Enhanced 911 have some limitations, be benefits of this technology outweighs the cons. Sprint Nextel cares for the safety and well being of its customers. This company can secure the competitive advantage and more individuals will purchase their phones.
References
(2002)Pinpointing your location. Yahoo! Internet Life. 8(8), 1-2. Retrieved 03/31/07 from EBSCOhost database.
Biever, C. (2004) Call 911, the phone will do the rest. Unique Scientist. 183(2466). Retrieved 03/28/07 from EBSCOhost database.
Buyer, M. (2004) E-9111: Costs, benefits and pitfalls. Business Communications Review. 61-62. Retrieved 03/30/07 from EBSCOhost database.
Sentementes, G. (2003) Pinpointing origin of cell phone calls moves slowly ahead; over Half of 911 centers in states are able to glean at least some information. The Sun. 1. Retrieved 03/29/07 from Proquest database.
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Filed under Customer Support Asp by on Jan 31st, 2012. 