Paoletti2009

From emcawiki
Jump to: navigation, search
Paoletti2009
BibType ARTICLE
Key Paoletti2009
Author(s) Isabella Paoletti
Title Communication and diagnostic work in medical emergency calls in Italy
Editor(s)
Tag(s) EMCA, Emergency Calls, Italian, Ethnomethodology, Ethnography
Publisher
Year 2009
Language English
City
Month
Journal Computer Supported Cooperative Work
Volume 18
Number 2-3
Pages 229–250
URL Link
DOI 10.1007/s10606-009-9091-1
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

Download BibTex

Abstract

This study analyses a series of emergency calls related to the same event: an accident in a factory. The aim of the analysis is to show how a lack of information hinders operator’s diagnostic work. The paper shows the effects of communication problems on operator’s decision making, that is, how the operator’s diagnostic work is actively resisted by callers, and therefore, how disaligment in relation to the activity at hand influences operator’s decision making and the actual organisation of the rescue activities. I argue that CSCW technologies need to enable negotiation of potentially conflicting social practices and organizational protocols around diagnostic work and should not just support remote collaboration between professionals, but also with the public.

Notes