Difference between revisions of "Clarke2007"
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{{BibEntry | {{BibEntry | ||
|BibType=ARTICLE | |BibType=ARTICLE | ||
− | |Author(s)=Karen Clarke; John Rooksby; Mark Rouncefield; | + | |Author(s)=Karen Clarke; John Rooksby; Mark Rouncefield; |
− | |Title= | + | |Title=“You've got to take them seriously”: meeting information needs in mental healthcare |
− | |Tag(s)=EMCA; Information Giving; Helplines; Medical EMCA; Mental Health; | + | |Tag(s)=EMCA; Information Giving; Helplines; Medical EMCA; Mental Health; |
|Key=Clarke2007 | |Key=Clarke2007 | ||
|Year=2007 | |Year=2007 | ||
|Journal=Health Informatics Journal | |Journal=Health Informatics Journal | ||
|Volume=13 | |Volume=13 | ||
− | |Pages= | + | |Number=1 |
− | |URL= | + | |Pages=37–45 |
+ | |URL=https://journals.sagepub.com/doi/abs/10.1177/1460458207073644 | ||
|DOI=10.1177/1460458207073644 | |DOI=10.1177/1460458207073644 | ||
|Abstract=In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone. | |Abstract=In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone. | ||
}} | }} |
Latest revision as of 09:00, 19 November 2019
Clarke2007 | |
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BibType | ARTICLE |
Key | Clarke2007 |
Author(s) | Karen Clarke, John Rooksby, Mark Rouncefield |
Title | “You've got to take them seriously”: meeting information needs in mental healthcare |
Editor(s) | |
Tag(s) | EMCA, Information Giving, Helplines, Medical EMCA, Mental Health |
Publisher | |
Year | 2007 |
Language | |
City | |
Month | |
Journal | Health Informatics Journal |
Volume | 13 |
Number | 1 |
Pages | 37–45 |
URL | Link |
DOI | 10.1177/1460458207073644 |
ISBN | |
Organization | |
Institution | |
School | |
Type | |
Edition | |
Series | |
Howpublished | |
Book title | |
Chapter |
Abstract
In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone.
Notes