Abstract:
A method for using text to communicate with a 9-1-1 caller includes receiving an emergency message from a 9-1-1-caller using a mobile device, presenting, on a display screen of the mobile device, a first text message, presenting, on the display screen of the mobile device, a first set of valid responses to the first text message, and receiving, from the mobile device, information identifying a selection of a valid response from the first set of valid responses.

Description:
PRIORITY CLAIM 
       [0001]    This application claims the benefit of the priority date of U.S. Provisional Application 61/609,611, filed on Mar. 12, 2012, the contents of which are herein incorporated by reference. 
     
    
     FIELD OF DISCLOSURE 
       [0002]    This disclosure relates to text-based communication system, and in particular, emergency communication systems. 
       BACKGROUND 
       [0003]    Communication via different types of mobile messaging media has become commonplace. Over a trillion SMS messages are sent every year in the U.S. alone. Instant messaging applications are also becoming widely used on mobile devices. Other forms of messaging such as real-time text are also growing in their use. 
         [0004]    Despite the many advantages of text-based messages, there remain some disadvantages that hinder their use in emergency communications. 
         [0005]    First of all, conversations via text often take longer than corresponding voice communications. In a typical emergency, time is of the essence. A victim of a heart attack, or an accident, is hardly in a position to wait for a return text message. Text communications also lack verbal cues, thus further hindering communication. In addition, it can be stressful to be typing on a small keypad during an emergency. Typing is inherently slower than speaking, and more prone to mistakes. 
       SUMMARY 
       [0006]    The invention features an adaptive user interface that speeds communication between individuals in situations in which a scripted interaction prompts one party to respond from a finite set of most likely responses. Such an interface can be adapted to numerous uses, one of which is emergency communications. 
         [0007]    In one aspect, the invention features a method for using text to communicate with a caller. Such a method includes receiving an emergency message from a mobile device, presenting, on a display screen of the mobile device, a first text message and a first set of responses to the text message, and receiving, from the mobile device, information identifying a selection from the first set of responses. 
         [0008]    Some practices further include receiving a second text message, the second text message being chosen based on the selection from the first set of responses. 
         [0009]    Other practices further include receiving information indicative of capabilities of the mobile device, and defining the first set of responses at least in part based on the information. 
         [0010]    In another aspect, the invention features a method for using text to communicate with a 9-1-1 caller. Such a method includes receiving an message from a 9-1-1- caller using a mobile device, presenting, on a display screen of the mobile device, a first text message, presenting, on the display screen of the mobile device, a first set of valid responses to the first text message, and receiving, from the mobile device, information identifying a selection of a valid response from the first set of valid responses. 
         [0011]    Some practices of the method also include presenting, on the display screen of the mobile device, a second text message, the second text message being chosen based on the selection of a valid response to the first text message. 
         [0012]    Other practices include receiving information indicative of equipment on the mobile device, and defining the first set of valid responses at least in part based on the information. 
         [0013]    In yet other practices, there exists a further step of including receiving information indicative of equipment on the mobile device, and remotely controlling operation of the equipment. 
         [0014]    Also included among the various practices are those in which presenting a first set of responses to the text message includes presenting an option inviting the caller to actuate selected equipment on the mobile device. 
         [0015]    Among other practices are those that also include receiving, at a public safety answering point, the selection of a valid response, and based on the selection, identifying one or more suitable second text messages for potential display on the display screen of the mobile device. 
         [0016]    In another aspect, the invention features an apparatus for text based communication between a public safety answering point and a 9-1-1 caller. Such an apparatus includes a protocol database for storing a set of protocols; and a protocol controller for selecting a protocol from the protocol database and controlling the protocol in response to information about equipment on a mobile device from which a 9-1-1 call is received. 
         [0017]    Some embodiments also include a mobile-device controller for remote control of equipment on the mobile device. Among these are embodiments in which the protocol controller is configured to cause text communication to be displayed on a display screen of the mobile device and to cause a set of valid responses to be displayed on the display screen. 
         [0018]    In other embodiments, the protocol controller is further configured for presenting, on the display screen of the mobile device, a second text message, the second text message being chosen based on a selection by the 9-1-1 caller of a valid response to the first text message. 
         [0019]    In yet other embodiments, the protocol controller is further configured for receiving information indicative of equipment on the mobile device, and defining the first set of valid responses at least in part based on the information. 
         [0020]    Among the other embodiments are those in which the protocol controller is configured to present an option inviting the 9-1-1 caller to actuate selected equipment on the mobile device and those in which the protocol controller is further configured for receiving, at a public safety answering point, a selection of a valid response from the 9-1-1 caller, and based on the selection, to identify one or more suitable second text messages for potential display on a display screen of the mobile device. 
         [0021]    Other aspects of the invention include software encoded in a tangible and non-transitory computer-readable medium for implementing the foregoing method and a particular computer to which the method is tied. Tangible and non-transitory computer-readable media divide generally into two broad categories: (1) those that comply with 35 USC 101 at the time of filing this application, and (2) all others. Applicant, acting as his own lexicographer, hereby expressly defines “computer-readable medium” as used in the claims as including only those of the first type and excludes those of the second type. 
         [0022]    All methods recited in the claim are hereby restricted to only those methods that are tied to a particular machine and that are not abstract. Abstract practices of the method that do not comply with 35 USC 101 as of the filing date of this application are hereby excluded from the scope of the claims. 
         [0023]    These and other aspects of the invention will be apparent from the following detailed description and the accompanying figures, in which: 
     
    
     
       BRIEF DESCRIPTION OF THE FIGURES 
         [0024]      FIG. 1  shows a communication system for communication with a 9-1-1 caller; 
           [0025]      FIG. 2  shows an exemplary user interface implemented by the system in  FIG. 1  in which response options are presented based on a question selected by the call taker; 
           [0026]      FIG. 3  shows an exemplary user interface in which a question is chosen by a call taker based on knowledge of the device capabilities of the caller&#39;s mobile device, with the response options optionally including launching device functions such as taking a picture; 
           [0027]      FIG. 4  is an exemplary user interface like that in  FIG. 3  but received on a mobile device that lacks a camera; and 
           [0028]      FIG. 5  is an example of a user-interface that shows a video. 
       
    
    
     DETAILED DESCRIPTION 
       [0029]      FIG. 1  shows a public safety answering point (“PSAP”)  10  adapted to carry out two-way text communication between a mobile device  12 , which is used by a 9-1-1 caller  14 , and a stationary device  16  used by an emergency-call taker  18 . The communication may be over any number of common protocols, including but not limited to, email, SMS,XMPP, or RTT via SIP. 
         [0030]    A processing system  20  implements a mobile-device controller  22 , a protocol controller  24 , and a protocol repository  25 . In some embodiments, the processing system  20  is located at the PSAP  10 . However, the particular location of the processing system  20  is not of great importance. In other embodiments, the processing system  20  is located remotely and accessed via a computer network. 
         [0031]    The processing system  20  is a particular machine that has been specially programmed to carry out the methods described herein. It is a tangible physical machine that consumes electricity provided by a voltage source  21  and generates waste heat. As used herein, the term “processing system” is not intended to mean “software per se.” The processing system  20  implements machine-readable instructions that are stored in a non-transitory and tangible computer readable medium  23 . 
         [0032]    The protocol controller  24  executes protocols  29 , or steps, that help ensure a consistent level of care in the interaction between the 9-1-1 caller  14  and the emergency-call taker  18 . These protocols  29  are stored in the protocol repository  25 . Following these protocols  29  also helps avoid missing critical details that may affect the nature of the units dispatched or the location to which they are dispatched. These relatively rigid protocols  29 , often referred to as EMD (emergency medical dispatch), EFD (emergency fire dispatch) and EPD (emergency police dispatch) also provide some liability protection. 
         [0033]    The protocol controller  24  provides guided questions to which the 9-1-1 caller  14  responds. A typical question  26  from a series of guided questions provided by the protocol controller  24  is displayed on the mobile device  12 , as shown in  FIG. 2 . 
         [0034]    Typically, one or more pre-defined text messages  26  are provided on a list  27  presented to the emergency-call taker  18 . The emergency-call taker  18  then types a text message, which can be selected from the list  27 , and sends it to the mobile device  12 . In addition, the emergency-call taker can simply select a pre-defined text messages  26  from the list  27 , to avoid having to type it. Or, the emergency-call taker  18  can also deviate from the protocol  29  by typing in any text message, such as a question, an instruction, or words of reassurance and comfort including, for example, the status of any assistance that has been dispatched to assist the 9-1-1 caller  14 . 
         [0035]    In some embodiments, much of the communication is handled by the protocol controller  24  with the emergency-call taker  18  being available primarily as a back-up in case human interventions is required. 
         [0036]    The interface on the mobile device  12  automatically displays a set of valid responses  28  to a received text message  26 . In the example shown in  FIG. 2 , valid responses  28  include “yes,” “no,” and “I don&#39;t know.” The 9-1-1 caller  14  then selects an appropriate response from the set of valid responses  28 . The valid responses  28  are driven by the question flow and can also be influenced by the specific capabilities of the device, its location of the device, or other data accessible by the device, such as, but without limitation, ambient temperature, GPS location, and external noises. The ability to select a response  28  avoids the delay associated with a flustered 9-1-1 caller  14  attempting to compose and type a response. The 9-1-1 caller&#39;s selection of a valid response  28  is then sent to the protocol controller  24 . 
         [0037]    In response, the protocol controller  24  selects a next text message based on the caller&#39;s response. This allows the interaction with the 9-1-1 caller  14  to be adaptive. 
         [0038]    The adaptive interaction between the PSAP  10  and the 9-1-1 caller  14  is more than merely an adaptive communication in which a protocol controller  24  selects next text messages based on a user&#39;s response to preceding text messages. The adaptive interaction can also include exploitation of the mobile device  12  itself to gather further information to assist the emergency-call taker  18  in determining the needs of the 9-1-1 caller  14 . 
         [0039]    The mobile-device controller  22  receives information concerning the capabilities of the mobile device  12 . This information can come from the mobile device  12  itself, or from a database of registration information provided by the user, or by simply having the emergency-call taker  18  ask the 9-1-1 caller  14 . 
         [0040]    For example, the mobile device  12  may have a camera, in which case a photograph can be made available to the emergency-call taker  18 . This photograph could then provide the emergency-call taker  18  with important clues on the nature of the emergency. 
         [0041]    The mobile-device controller  22  provides, to the protocol controller  24 , information concerning equipment  13  on the mobile device  12 . Based on this, the protocol controller  24  may instruct the 9-1-1 caller  14  to activate particular equipment, as shown in  FIG.3 . 
         [0042]    In  FIG. 3 , the set of valid responses  28  includes responses other than textual responses. For example, a valid response  28  includes activating selected equipment, such as taking a picture, or issuing a declarative statement, such as communicating an inability to operate such equipment. 
         [0043]    As shown in  FIG. 4 , the user-interface accommodates the absence of particular equipment  13 . For example, in the case of a mobile device  12  that lacks camera equipment, the set of valid responses  28  includes solicitation of information that can be provided in the absence of such equipment. 
         [0044]    In some cases, the protocol controller  24  determines that certain information would be especially useful to the 9-1-1 caller  14 . For example, if based on the communication the protocol controller  24  concludes that a patient&#39;s heart has stopped, it may provide instructions on how to perform CPR. Such instructions may be displayed as text, still photographs or diagrams, or as a video, as shown in  FIG. 5 . 
         [0045]    Equipment  13  includes hardware equipment, such as a camera, or speaker, as well as software equipment, such as various apps or software for driving hardware equipment. For example, the protocol controller  24  can instruct the mobile device  12  to activate its camera equipment and to take a photograph. By recognizing whether or not the mobile device  12  has particular equipment, the protocol controller  24  avoids instructing the 9-1-1 caller  14  or instructing the emergency call-taker  18  to activate a non-existent equipment. 
         [0046]    The emergency-call taker  18  is also able to remotely activate equipment  13  on the mobile device  12  by using the mobile-device controller  22 . For example, when faced with an unresponsive 9-1-1 caller  14 , the emergency-call taker  18  may remotely activate the speaker on the mobile device  12 , or activate the video camera to get a better sense of the situation. Because of privacy concerns, preferably there exists a permissions and security layer  15  to ensure that these features can only be invoked when appropriate, such as during emergency communication. 
         [0047]    A variety of functions on a mobile device  12  can be remotely activated. For example, the mobile-device controller  22  may poll a GPS unit to identify the caller&#39;s location. Or the mobile-device controller  22  may activate an alarm or other sound generating mechanism on the mobile device  12 , or a strobe light on the mobile device  12 . The mobile-device controller  22  may also access the caller&#39;s contact list on the mobile device  12  to identify anyone who perhaps should be contacted in case of emergency. 
         [0048]    Although the emergency-call taker  18  communicates for the most part according guidance provided by the protocol controller  24 , there continues to be an opportunity to communicate by typing in text in the conventional way. Accordingly, the 9-1-1 caller  14  also has the opportunity to communicate by typing in text. 
         [0049]    In some embodiments, analytics are applied to optimize scripting flows based on past history, or to make suggestions to the emergency-call taker  18  based on factors such as a delay in the response time, or the use of certain key words, such as words indicating frustration or stress. 
         [0050]    Having described the invention, and a preferred embodiment thereof, what is claimed as new and secured by letters patent is: