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Journal articles

Traiter les appels d'urgence : Fabriquer une information pour l'action

Abstract : Phone operators working in emergency dispatch centers handling hundreds of calls a day are the entry point to get help from the emergency services. Through interactions with callers, they build information that influences the following course of action, regardless of the nature of the call. Based on field observations in several call-centers specialized in medical and fire emergencies this paper analyses how information is built and shared and how, doing so, it achieves production of a shared space of action and communication. We illustrate that when an operator handles a call, two types of relation - involving a caller, an operator and an electronic seizure form - can be engaged: an administrative relation of emergency or a service relation. This process which aimed at producing specific decisive neutral and factual information however leads, for the very same reason, to the occultation of the operator's key role.
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https://halshs.archives-ouvertes.fr/halshs-00694014
Contributor : Mélanie Hénault-Tessier Connect in order to contact the contributor
Submitted on : Thursday, May 3, 2012 - 12:34:10 PM
Last modification on : Saturday, June 25, 2022 - 7:59:45 PM

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  • HAL Id : halshs-00694014, version 1

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Mélanie Hénault-Tessier, Sophie Dalle-Nazébi. Traiter les appels d'urgence : Fabriquer une information pour l'action. Revue d'Anthropologie des Connaissances, Société d'Anthropologie des Connaissances, 2012, 6 (1), pp.284. ⟨halshs-00694014⟩

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