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Emergency Communication

The Organization of Calls to Emergency Dispatch Centers

  • Book
  • © 2023

Overview

Authors:
  1. Giolo Fele

    1. Sociology and Social Research, University of Trento, Trento, Italy

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  • Contributes to conversation analysis as a study of interactional systems

  • Fills a gap in the literature on emergency communication

  • Offers a systematic review of the organization of emergency calls

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Table of contents (7 chapters)

  1. Front Matter

    Pages i-xiv
    Download chapter PDF

  2. Introduction

    • Giolo Fele
    Pages 1-9

  3. The Organization of Emergency Calls

    • Giolo Fele
    Pages 11-42

  4. The Search for a Place

    • Giolo Fele
    Pages 43-78

  5. When a Call Is Not an Emergency

    • Giolo Fele
    Pages 79-96

  6. How to Ask for Help When There Is Little or No Information

    • Giolo Fele
    Pages 97-116

  7. When There Is a Language Issue

    • Giolo Fele
    Pages 117-145

  8. Responses and Dispatch on the Radio

    • Giolo Fele
    Pages 147-183

  9. Back Matter

    Pages 185-213
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Keywords

About this book

This book explores communication in emergency call and response centers, taking an approach drawn from Conversation Analysis to examine how call-takers answer calls and the ways in which dispatch is issued in different contexts. It offers an original contribution to the study of the organization of emergency calls, the ways such calls are treated, and some of the practical problems that emerge when dealing with them. The author offers a systematic review of studies in the international field of the organization of emergency calls, while at the same time providing fresh case studies, illustrated with empirical materials, taken from audio- and video- recordings of the everyday activities of call and response centers. This book will be of interest to students and scholars of social interaction and may be appreciated by all scholars and practitioners working on the social management of emergency situations, including in fields such as Sociolinguistics and Pragmatics. 

Authors and Affiliations

  • Sociology and Social Research, University of Trento, Trento, Italy

    Giolo Fele

About the author

Giolo Fele is Professor of Sociology of Culture and Communication at the University of Trento, Italy. His research focuses on video analysis of social interaction with an ethnomethodological approach, and he studies emergency management and communication between callers and public-safety answering points, wine and coffee tasting, and TV football commentaries.

Bibliographic Information

  • Book Title: Emergency Communication

  • Book Subtitle: The Organization of Calls to Emergency Dispatch Centers

  • Authors: Giolo Fele

  • DOI: https://doi.org/10.1007/978-3-031-26239-5

  • Publisher: Palgrave Macmillan Cham

  • eBook Packages: Social Sciences, Social Sciences (R0)

  • Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG 2023

  • Hardcover ISBN: 978-3-031-26238-8Published: 07 April 2023

  • eBook ISBN: 978-3-031-26239-5Published: 06 April 2023

  • Edition Number: 1

  • Number of Pages: XIV, 213

  • Number of Illustrations: 21 b/w illustrations

  • Topics: Sociolinguistics, Emergency Services, Pragmatics, Personality and Social Psychology

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