Strategic Gaps in Emergency Call Management Research
Strategic Gaps in Emergency Call Management Research

Author(s): Edita-Carmen BOKOR, Alina Sava, Madlena Nen, Manuel-Victoraș STĂNILĂ
Subject(s): Economy, Business Economy / Management, Micro-Economics
Published by: Икономически университет - Варна
Keywords: emergency call systems; bibliometric analysis; accessibility gap; AI in public safety; governance; inclusion
Summary/Abstract: Background and aim: Emergency call systems (ECS) are vital to public safety infrastructure, enabling rapid communication between citizens and responders in crises. Yet, their academic study has rarely been examined through a long-term strategic lens. This paper provides the first comprehensive bibliometric mapping of global ECS research over 45 years (1981–2025), identifying trends, key contributors, and critical thematic gaps. Particular attention is paid to the absence of accessibility and inclusion—issues essential for equitable emergency communication.Scope: The analysis focuses on Scopus-indexed literature, excluding non-English and grey literature sources. Methods: A dataset of 490 publications was retrieved using a structured Boolean query. Bibliometric analysis was conducted with Biblioshiny, VOSviewer, and JASP to map annual scientific production, collaboration networks, thematic evolution, and co-citation structures. Results: Findings reveal rapid publication growth after 2000, driven by mobile telecommunications, GPS integration, and AI adoption. Despite technological advances, terms such as “accessibility,” “disability,” or “inclusion” are absent from indexed keywords, indicating a systemic research blind spot. Conclusions: ECS research has shifted from infrastructure-centric to human-centered themes but has yet to embed inclusivity as a strategic priority. Originality: This is the first longitudinal bibliometric study of ECS research to highlight accessibility as an overlooked dimension.Practical implications: Results offer a roadmap for aligning ECS innovation with governance frameworks and accessibility mandates, supporting more resilient and inclusive public safety systems.

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