Nattrass2017

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Nattrass2017
BibType ARTICLE
Key Nattrass2017
Author(s) Rhona Nattrass, Jennifer Watermeyer, Catherine Robson, Claire Penn
Title Local expertise and landmarks in place reformulations during emergency medical calls
Editor(s)
Tag(s) Conversation Analysis, EMCA, Emergency calls, Landmarks, Local expertise, Place reformulation, South Africa
Publisher
Year 2017
Language
City
Month oct
Journal Journal of Pragmatics
Volume 120
Number
Pages 73–87
URL Link
DOI 10.1016/j.pragma.2017.09.001
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

Establishing location, or where an ambulance is needed, is a critical feature of emergency calls. We describe how callers and call-takers in a South African Emergency Medical Service (EMS) reformulate place references when trouble arises. We used Conversation Analytic (CA) principles to examine audio-recorded emergency calls, and analysed focus group discussions with EMS personnel about location challenges. Our analysis confirms that place reformulations may arise from misspeaking or recipient recognition. We identify another pattern: trouble with the system, where matching a caller's description of place to the location options on a computerised programme proved challenging for call-takers. The use of landmarks as part of shared membership seems to promote call efficiency, and systems need to be context-specific and informed by local expertise. Finally, we discuss training implications.

Notes