Critical timing of actions for transferring 911 calls in a wireless call center

Datos Bibliográficos

ID5965530
AutoresHeidi Kevoe-Feldman (0000-0001-8724-8487, Northeastern University, autor de correspondencia), A Pomerantz (0000-0002-2799-4469, University at Albany, State University of New York)
Año2018
Volumen20
Número4
Páginas488-505
Fecha de publicación2018-08-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaDiscourse Studies (JOURNAL)
Identificadores de la revistaISSN: 1461-4456 • E-ISSN: 1461-7080
EditorialSAGE Publications Inc (PUBLISHER)
DOI10.1177/1461445618756182
OpenAlexW2797563105
IdiomaEN
Citas recibidas10
Referencias citadas16

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

Business · Call control · Call management · Call to action · Computer network · Operating system · Telecommunications · Wireless · Computer Science · Language, Discourse, Communication Strategies · Linguistic Variation and Morphology