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Journal articles

La construction des savoirs des agents de centres d'appels d'urgence : entre individualisation et standardisation.

Abstract : Based on an ethnographical survey conducted within the emergency services in France, this article shows how emergency call centre workers handle incoming calls according to established categories and commit to both a casuistry and an unofficial, progressive typology of callers and incidents. The article places the emphasis on standardising the individualisation of calls via the manipulation of standard categories in order to individualise responses and via the development of response frameworks that can be applied in the management of unexpected situations on the ground.
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Journal articles
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https://halshs.archives-ouvertes.fr/halshs-00697487
Contributor : Mélanie Hénault-Tessier Connect in order to contact the contributor
Submitted on : Tuesday, May 15, 2012 - 2:49:25 PM
Last modification on : Saturday, June 25, 2022 - 7:59:47 PM

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  • HAL Id : halshs-00697487, version 1

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Sophie Dalle-Nazébi, Mélanie Hénault-Tessier, Dominique Vinck. La construction des savoirs des agents de centres d'appels d'urgence : entre individualisation et standardisation.. Sociologies pratiques, Presses de Sciences Po (P.F.N.S.P.) 2012, 1 (24), pp.79-91. ⟨halshs-00697487⟩

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