In my opinion it's about keeping your priorities straight. That dispatcher had been given a script and told that they had to get people to answer a certain set

In my opinion it's about keeping your priorities straight. That dispatcher had been given a script and told that they had to get people to answer a certain set of questions. The dispatcher had decided that people who called had to conform to this rule, becuase they had to. They forgot their job was to save lives, not get answers to questions. It's a symptom of attempts to codify interactions between people with simple rules. The rules become the focus, not the big picture.