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| Home » The PowerPhone Formula » Inverted VisualizationTM |
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 "I'm at 302 Court Street. There's an intruder in my house."
What information do you want to know in terms of 911 dispatching? How about where the intruder entered the house? Or where the intruder is now?
The typical response from a caller might be "the living room" or "downstairs." Obviously, you need more information to increase the chances of your responders entering the scene safely.
But be careful what kind of information you get. If you ask where the intruder is right now, the caller may say "the back of the house."
Is this information specific enough? Definitely not. Suppose the house is on a corner, or slanted on its lot. What the caller perceives to be the back of the house might be entirely different than what a responder will perceive when looking at that house from the outside.
We call this the principle of Inverted VisualizationTM -- a significant barrier that every call-taker will need to overcome.
How do you overcome this? By creating a frame of reference based on the responder's viewpoint.
For example, you may ask the caller something like this: "If I'm standing on Court Street facing your house, where is the intruder now?"
Questions such as this can help you conduct 911 dispatching properly, and get the details your responders need to preserve the element of surprise. Because in a situation like this, it's the best advantage they have.
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