Kevoe-Feldman2018b
| Kevoe-Feldman2018b | |
|---|---|
| BibType | ARTICLE |
| Key | Kevoe-Feldman2018b |
| Author(s) | Heidi Kevoe-Feldman, Anita Pomerantz |
| Title | Critical timing of actions for transferring 911 calls in a wireless call center |
| Editor(s) | |
| Tag(s) | EMCA, Action, Emergency Service, Emergency Calls, Overall Structural Organization, Pivotal Sequence, Talk-in-interaction, Call Transfer, 911 Calls |
| Publisher | |
| Year | 2018 |
| Language | English |
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| Journal | Discourse Studies |
| Volume | 20 |
| Number | 4 |
| Pages | 488–505 |
| URL | Link |
| DOI | 10.1177/1461445618756182 |
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Abstract
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.
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