Difference between revisions of "Kevoe-Feldman2018b"
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{{BibEntry | {{BibEntry | ||
| − | | | + | |BibType=ARTICLE |
| − | | | + | |Author(s)=Heidi Kevoe-Feldman; Anita Pomerantz; |
|Title=Critical timing of actions for transferring 911 calls in a wireless call center | |Title=Critical timing of actions for transferring 911 calls in a wireless call center | ||
| − | |||
|Tag(s)=EMCA; Action; Emergency Service; Emergency Calls; Overall Structural Organization; Pivotal Sequence; Talk-in-interaction; Call Transfer; 911 Calls | |Tag(s)=EMCA; Action; Emergency Service; Emergency Calls; Overall Structural Organization; Pivotal Sequence; Talk-in-interaction; Call Transfer; 911 Calls | ||
| − | | | + | |Key=Kevoe-Feldman2018b |
|Year=2018 | |Year=2018 | ||
| + | |Language=English | ||
|Journal=Discourse Studies | |Journal=Discourse Studies | ||
|Volume=20 | |Volume=20 | ||
|Number=4 | |Number=4 | ||
| − | |Pages= | + | |Pages=488–505 |
| − | |URL=https://doi | + | |URL=https://journals.sagepub.com/doi/10.1177/1461445618756182 |
|DOI=10.1177/1461445618756182 | |DOI=10.1177/1461445618756182 | ||
|Abstract=The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexplored features of the call transfer environment, including dispatchers’ management of callers’ expectations and how the transfer phase contributes to a reshaping of the overall structural organization of a 911 call. | |Abstract=The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexplored features of the call transfer environment, including dispatchers’ management of callers’ expectations and how the transfer phase contributes to a reshaping of the overall structural organization of a 911 call. | ||
}} | }} | ||
Latest revision as of 05:23, 13 January 2020
| Kevoe-Feldman2018b | |
|---|---|
| BibType | ARTICLE |
| Key | Kevoe-Feldman2018b |
| Author(s) | Heidi Kevoe-Feldman, Anita Pomerantz |
| Title | Critical timing of actions for transferring 911 calls in a wireless call center |
| Editor(s) | |
| Tag(s) | EMCA, Action, Emergency Service, Emergency Calls, Overall Structural Organization, Pivotal Sequence, Talk-in-interaction, Call Transfer, 911 Calls |
| Publisher | |
| Year | 2018 |
| Language | English |
| City | |
| Month | |
| Journal | Discourse Studies |
| Volume | 20 |
| Number | 4 |
| Pages | 488–505 |
| URL | Link |
| DOI | 10.1177/1461445618756182 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
| Edition | |
| Series | |
| Howpublished | |
| Book title | |
| Chapter | |
Abstract
The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexplored features of the call transfer environment, including dispatchers’ management of callers’ expectations and how the transfer phase contributes to a reshaping of the overall structural organization of a 911 call.
Notes
