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Finding out what’s happened: Two procedures for opening emergency calls
Linköping University, Department of Social and Welfare Studies, Learning, Aesthetics, Natural science. Linköping University, Faculty of Arts and Sciences. (Educational Practice, Pedagogiskt arbete)ORCID iD: 0000-0002-2314-4942
Akademin för utbildning, kultur och kommunikation, Mälardalens högskola.
Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences.
Linköping University, The Tema Institute, Department of Child Studies. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0001-7021-5072
2012 (English)In: Discourse Studies, ISSN 1461-4456, E-ISSN 1461-7080, Vol. 14, no 4, 371-397 p.Article in journal (Refereed) Published
Abstract [en]

This article examines two corpora of telephone calls to the Swedish emergency services SOSAlarm. The focus of analysis is on the procedural consequentiality of the routine opening by theoperator. In the first corpus, the summons are answered by identification of the service via the emergency number. In the second corpus, the protocol has been altered, such that the opening entails the emergency number combined with a standard query concerning the nature of the incident. Through sequential and categorial analysis of the two collections, we highlight the distinct trajectories of action ensuing from the two opening protocols. The stand-alone emergency number opening typically results in callers asking for a specific service. In contrast, opening turns that endwith a direct query about the incident tend to solicit brief descriptions of the trouble. We discuss the benefits of the latter procedure in terms of topical progression and institutional relevance, proposing that the work of emergency assistance agencies worldwide might consider implementing opening routines with a similar design.

Place, publisher, year, edition, pages
Sage Publications, 2012. Vol. 14, no 4, 371-397 p.
Keyword [en]
Conversation analysis, emergency calls, ethnomethodology, helplines, institutional interaction, service calls, studies of work, talk-in-interaction
National Category
Social Sciences
URN: urn:nbn:se:liu:diva-80622DOI: 10.1177/1461445612439960ISI: 000308028900001OAI: diva2:547454
Available from: 2012-08-28 Created: 2012-08-28 Last updated: 2016-05-04

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Cromdal, JakobPersson Thunqvist, DanielOsvaldsson, Karin
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