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while generally positive, differed markedly. Results illustrate how mobile wireless ICT can meet the unique needs of action teams and the particular importance of technical factors, functionality, and implementation processes in deploying a technology to support rapid information access, communication, and coordination. We expect that these findings will generalize beyond action teams as more mobile workers in a variety of domains adopt wireless handheld technologies. | WORKING P A P E R Mobile Technology and Action Teams Assessing BlackBerry Use in Law Enforcement Units SUSAN G. STRAUS TORA K. BIKSON EDWARD BALKOVICH and JOHN F. PANE WR-458 February 2007 This product is part of the RAND Infrastructure Safety and Environment working paper series. RAND working papers are intended to share researchers latest findings and to solicit informal peer review. They have been approved for circulation by RAND Infrastructure Safety and Environment but have not been formally edited or peer reviewed. Unless otherwise indicated working papers can be quoted and cited without permission of the author provided the source is clearly referred to as a working paper. RAND s publications do not necessarily reflect the opinions of its research clients and sponsors. RAND is a registered trademark. INFRASTRUCTURE SAFETY AND ENVIRONMENT Mobile Technology and Action Teams Assessing BlackBerry Use in Law Enforcement Units Susan G. Straus RAND 4570 Fifth Avenue Pittsburgh PA 15213 sgstraus@rand.org 1-412-683-2300 Tora K. Bikson RAND 1776 Main Street Santa Monica CA 90401 tora@rand.org 1-310-393-0411 Edward Balkovich RAND 1200 S. Hayes Street Arlington VA 22202 edwardb@rand.org 1-703-413-1100 John F. Pane RAND 4570 Fifth Avenue Pittsburgh PA 15213 jpane@rand.org 1-412-683-2300 ABSTRACT This research explores the effectiveness of mobile wireless information and communication technologies ICTs for law enforcement teams. Pilot trials of RIM BlackBerries in two U.S. law enforcement organizations provided an opportunity to assess acceptance use and perceived performance benefits as well as factors influencing these outcomes. Data were collected from semi-structured interviews user surveys and system logs. Although the work teams and tasks were similar in the two organizations the outcomes while generally positive differed markedly. Results illustrate how mobile wireless ICT can meet the unique needs of action teams and the particular importance of technical factors
