Traiter les appels d’urgence
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 o...
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| Format: | Article |
| Language: | fra |
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Société d'Anthropologie des Connaissances
2012-03-01
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| Series: | Revue d'anthropologie des connaissances |
| Subjects: | |
| Online Access: | https://journals.openedition.org/rac/12937 |
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| _version_ | 1850199099557543936 |
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| author | Mélanie Hénault-Tessier Sophie Dalle-Nazébi |
| author_facet | Mélanie Hénault-Tessier Sophie Dalle-Nazébi |
| author_sort | Mélanie Hénault-Tessier |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-8fce2b175e9d4e7484c18a497086317b |
| institution | OA Journals |
| issn | 1760-5393 |
| language | fra |
| publishDate | 2012-03-01 |
| publisher | Société d'Anthropologie des Connaissances |
| record_format | Article |
| series | Revue d'anthropologie des connaissances |
| spelling | doaj-art-8fce2b175e9d4e7484c18a497086317b2025-08-20T02:12:42ZfraSociété d'Anthropologie des ConnaissancesRevue d'anthropologie des connaissances1760-53932012-03-016110.3917/rac.015.0128Traiter les appels d’urgenceMélanie Hénault-TessierSophie Dalle-NazébiPhone 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.https://journals.openedition.org/rac/12937interactiontranslationcoordinationinvisibilityemergency callinformation |
| spellingShingle | Mélanie Hénault-Tessier Sophie Dalle-Nazébi Traiter les appels d’urgence Revue d'anthropologie des connaissances interaction translation coordination invisibility emergency call information |
| title | Traiter les appels d’urgence |
| title_full | Traiter les appels d’urgence |
| title_fullStr | Traiter les appels d’urgence |
| title_full_unstemmed | Traiter les appels d’urgence |
| title_short | Traiter les appels d’urgence |
| title_sort | traiter les appels d urgence |
| topic | interaction translation coordination invisibility emergency call information |
| url | https://journals.openedition.org/rac/12937 |
| work_keys_str_mv | AT melaniehenaulttessier traiterlesappelsdurgence AT sophiedallenazebi traiterlesappelsdurgence |