Difference between revisions of "Clarke2007"
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{{BibEntry | {{BibEntry | ||
|BibType=ARTICLE | |BibType=ARTICLE | ||
| − | |Author(s)=Karen Clarke; John Rooksby; Mark Rouncefield; | + | |Author(s)=Karen Clarke; John Rooksby; Mark Rouncefield; |
| − | |Title= | + | |Title=“You've got to take them seriously”: meeting information needs in mental healthcare |
| − | |Tag(s)=EMCA; Information Giving; Helplines; Medical EMCA; Mental Health; | + | |Tag(s)=EMCA; Information Giving; Helplines; Medical EMCA; Mental Health; |
|Key=Clarke2007 | |Key=Clarke2007 | ||
|Year=2007 | |Year=2007 | ||
|Journal=Health Informatics Journal | |Journal=Health Informatics Journal | ||
|Volume=13 | |Volume=13 | ||
| − | |Pages= | + | |Number=1 |
| − | |URL= | + | |Pages=37–45 |
| + | |URL=https://journals.sagepub.com/doi/abs/10.1177/1460458207073644 | ||
|DOI=10.1177/1460458207073644 | |DOI=10.1177/1460458207073644 | ||
|Abstract=In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone. | |Abstract=In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone. | ||
}} | }} | ||
Latest revision as of 10:00, 19 November 2019
| Clarke2007 | |
|---|---|
| BibType | ARTICLE |
| Key | Clarke2007 |
| Author(s) | Karen Clarke, John Rooksby, Mark Rouncefield |
| Title | “You've got to take them seriously”: meeting information needs in mental healthcare |
| Editor(s) | |
| Tag(s) | EMCA, Information Giving, Helplines, Medical EMCA, Mental Health |
| Publisher | |
| Year | 2007 |
| Language | |
| City | |
| Month | |
| Journal | Health Informatics Journal |
| Volume | 13 |
| Number | 1 |
| Pages | 37–45 |
| URL | Link |
| DOI | 10.1177/1460458207073644 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
| Edition | |
| Series | |
| Howpublished | |
| Book title | |
| Chapter | |
Abstract
In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone.
Notes
