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In the near future, emergency services within Canada will be supporting new technologies for 9-1-1 call centres and firefighters to learn about an emergency situation. One such technology is drones. To understand the benefits and challenges of using drones within emergency response, we conducted a study with citizens who have called 9-1-1 and firefighters who respond to a range of everyday emergencies. Our results show that drones have numerous benefits to both firefighters and 9-1-1 callers which include context awareness and social support for callers who receive feelings of assurance that help is on the way. Privacy was largely not an issue, though safety issues arose especially for complex uses of drones such as indoor flying. Our results point to opportunities for designing drone systems that help people to develop a sense of trust with emergency response drones, and mitigate privacy and safety concerns with more complex drone systems.
