Difference between revisions of "Clarke2007"

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(Created page with "{{BibEntry |BibType=ARTICLE |Author(s)=Karen Clarke; John Rooksby; Mark Rouncefield; |Title="You've got to take them seriously": Meeting information needs in mental healthcar...")
 
 
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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="You've got to take them seriously": Meeting information needs in mental healthcare
+
|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=37-45
+
|Number=1
|URL=http://jhi.sagepub.com/content/13/1/37.abstract
+
|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
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

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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