Text Messaging Featured Article

In cases of emergency, the ability to contact 911 or a similar service can be crucial. But for individuals with hearing or speech impairments, this can be a particularly difficult task. Text messaging-enabled 911 centers have slowly been popping up in the U.S., but a widespread transition has not yet taken place. Across the border in British Columbia, Canada, however, the first 911 text messaging service has been launched for the hearing and speech impaired, using the solution E-Comm provides.

The service was launched to address a growing need by the deaf, hard-of-hearing and speech impaired (DHHSI) community in the region. According to the company, individuals that register will be able to use the T911 service using their mobile device to text police, fire or ambulance services in different regions in this part of Canada. This includes Metro Vancouver, Squamish Lillooet Regional District South, and Sunshine Coast Regional District.

The service will only work if individuals pre-register their phone so operators will be notified about their condition to initiate a special text session for receiving the emergency service they need. Just like anyone else they must first dial 911 to establish a voice connection – this is the only way a text session can start.

The company also wants people to know the service only works at the authorized centers for the DHHSI community. Text messages that are sent to emergency centers will not be received because currently they are not set up to receive text messages, but according to the company it expects the technology to be available for everyone in the near future.

Some key points they want users to remember include:

• Dial 911 as though you were making a voice call. You must dial 911 first to start the service. Do not start texting until you have received a text from 911
• Wait for the 911 operator’s questions and answer in text. Example questions will be “police, fire or ambulance?” your location or address, your name and what is happening
• Keep your text messages brief and short. Spell out words as best you can (e.g. "be right back" not "BRB"). Use words that a 911 operator would know
• When the 911 operator has all the information, they will let you know that help is on the way

Stay on the line until the 911 operator tells you it’s safe to hang up. You will receive an “End of 911 Call” text to confirm session has finished.

"E-Comm is proud to have played a part in the development of T911 and congratulates everyone involved in creating a uniquely Canadian solution,” said Doug Watson, E-Comm’s vice president of operations. “As the primary 911 answer point we have been working diligently to test the technology developed by our partners at TELUS (News - Alert), and to train our staff in using it. We are very pleased that it’s now in service and know that other 911 centers across the country are following suit."