Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting

230 Pages·2016·2.33 MB·English

Walden University
ScholarWorks
Walden Dissertations and Doctoral Studies
Walden Dissertations and Doctoral Studies
Collection
2016
Exploring the Use of Texting within San Antonio
Texas Police Emergency Reporting
Deborah Lee Almendarez
Walden University
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Walden University

College of Social and Behavioral Sciences

This is to certify that the doctoral dissertation by

Deborah Lee Almendarez

has been found to be complete and satisfactory in all respects,
and that any and all revisions required by
the review committee have been made.

Review Committee
Dr. Barrett Mincey, Committee Chairperson,
Public Policy and Administration Faculty

Dr. David Milen, Committee Member,
Public Policy and Administration Faculty

Dr. Linda Day, University Reviewer,
Public Policy and Administration Faculty

Chief Academic Officer
Eric Riedel, Ph.D.

Walden University
2016
Abstract

Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting

by

Deborah Lee Villanueva Almendarez

M.A.O.M, University of Phoenix, 2005

B.A., University of Texas at San Antonio, 1991

Dissertation Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Philosophy
Public Policy and Administration

Walden University
August 2016
Abstract
The introduction of wireless device text messaging, as an alternative to a citizen placing a
telephone call for police help, generates the need for new polices and processes relevant
to police call-taker, police dispatcher, and police officer response to reported
emergencies. Little scholarly research explores the policy issues around the use of text 9-
1-1 within public safety answering point operations. Using systems theory as the
foundation, the purpose of this qualitative case study was to explore the potential use of
written communication via a wireless device text message for reporting a police
emergency. Research questions focused on the reciprocal relationships in communication
used to initiate an emergency call for service and police response. A maximum variation
purposeful sampling technique was used to recruit 16 individuals with knowledge of
placing, receiving, or responding to a police emergency request, for this study. Data
collection methods also included police call-taker observations of four active 9-1-1 calls,
9-1-1 and police radio recordings of the calls, physical artifacts, and documentation. All
data were inductively coded and then subjected to a thematic analysis procedure.
Findings indicate that text messages may be a preferred option in certain types of
situations, such as home invasions, where the victim may not be able to speak to call-
takers as a matter of protecting personal safety. However, the use of text messages is also
perceived as creating a potential for delayed police response due to the asynchronous
nature of the process. Recommendations to police executives and policy makers include
enhancing call-taker training and citizen instruction prior to the text messaging
integration, thereby promoting positive social change through enhancing public safety by
providing another mechanism for direct citizen-police communication.
Exploring the Use of Texting within San Antonio Texas Police Emergency Reporting

by

Deborah Lee Villanueva Almendarez

M.A.O.M., University of Phoenix, 2005

B.A., University of Texas at San Antonio, 1991

Dissertation Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Philosophy
Public Policy and Administration

Walden University

August 2016
Dedication
I express my appreciation and dedicate my Ph.D. dissertation to my parents for
showing continuous support during my educational pursuits; if not for you, I would not be
who I am. To my daughters, Stephanie and Raquel, I wish you happiness and joy in life.
To my grandchildren, Joshua, Jesus III, Briseis, Scarlet, and Sophia, live your life
following your dreams and attaining your goals. May The Lord Bless You and Always
Keep You Safe. As a first generation college graduate, this dissertation further serves as a
tribute to my grandparents. In Loving Memory to my Grampo and Gramma Flores,
Grandpa Villanueva, and still living Grandma Bolaños (age 104). With All My Love,
Your Granddaughter, Your Daughter, Your Mom, Your Thaiya, and Your MeeMaw.
Acknowledgments
I was very fortunate as a beginning research student to have Dr. Barrett Mincey as
a professor. Before the conclusion of the class, my choice for a committee chair was
clear. When Dr. Mincey agreed to be Chair, the journey I was to embark on did not seem
so unfathomable. With the greatest respect, admiration, and appreciation thank you for
your help in attaining a lifelong dream. Dr. David Milen and Dr. Susan Day, thank you
also for your guidance, expertise, encouragement, and enthusiasm. I also recognize those
individuals influential in granting access to the study setting. To family, friends, and
coworkers at the San Antonio Police Department, the continuous interest and concern
you showed was a source of unrelenting support. The PPPA 9000 class I was a member
of played an integral part in this enriching experience and I wish you good luck in your
future endeavors.
Table of Contents
Table of Contents ................................................................................................................. i
List of Tables .................................................................................................................... vii
List of Figures .................................................................................................................. viii
Chapter 1: Introduction to the Study ....................................................................................1

Introduction ....................................................................................................................1

Background ....................................................................................................................3

Statement of the Problem ...............................................................................................5

Purpose ...........................................................................................................................7

Research Questions and Subquestions ...........................................................................9

Theoretical and Conceptual Framework ......................................................................10

Nature of the Study ......................................................................................................13

Leadership Initiative ....................................................................................................15

Definition of Terms......................................................................................................18

Assumptions and Limitations ......................................................................................23

Scope and Delimitations ..............................................................................................25

Significance of the Study .............................................................................................26

Contributions to Social Change ............................................................................ 27

Summation ...................................................................................................................28
Chapter 2: Literature Review .............................................................................................30

Introduction ..................................................................................................................30

Literature Search Strategy............................................................................................32
i
Public Policy and Administration…… .......………………………………………….33

Theoretical and Conceptual Framework ......................................................................36

Calls for Help ........................................................................................................ 40

Public Safety Answering Point (PSAP) ................................................................ 43

Technology ........................................................................................................... 48

Using Language .................................................................................................... 50

Wireless Device Text Messaging .......................................................................... 54

Change-Management ............................................................................................ 65

Summation ...................................................................................................................69
Chapter 3: Research Method ..............................................................................................72

Introduction ..................................................................................................................72

Research Design and Rationale ...................................................................................73

Worldview............................................................................................................. 78

Constructiveness ................................................................................................... 79

Case Study ............................................................................................................ 80

Role of the Researcher .................................................................................................82

Inside Inquisitor .................................................................................................... 83

Storyteller .............................................................................................................. 85

Concept Coordinator ....................................................................................................86

Investigator ..................................................................................................................87

Obligation ............................................................................................................. 88

Confirming, conflicting, complete, credible ......................................................... 88

ii
Architect Orchestration ................................................................................................89

Strategy ........................................................................................................................90

Emergency Reporting ..................................................................................................91

Answering Point.....................................................................................................92

Visual… ................................................................................................................ 93

Audio..................................................................................................................... 94

Public Contact ..............................................................................................................95

Responder ....................................................................................................................95

Sample Population .......................................................................................................96

Selection Process .................................................................................................. 97

Qualities ................................................................................................................ 99

Maximun Variation Sampling....................................................................................100

Size………… .............................................................................................................101

Data Collection ..........................................................................................................102

Observations ....................................................................................................... 103

Interviews ............................................................................................................ 104

Recordings .......................................................................................................... 106

9-1-1 calls...................................................................................................... 107

Radio transmissions ...................................................................................... 108

Documentation .................................................................................................... 109

Physical Artifacts ................................................................................................ 110

Data Analyses….. ......................................................................................................111

iii