Clarke2007
| 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 |
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| Tag(s) | EMCA, Information Giving, Helplines, Medical EMCA, Mental Health |
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| Year | 2007 |
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| Journal | Health Informatics Journal |
| Volume | 13 |
| Number | |
| Pages | 37-45 |
| URL | Link |
| DOI | 10.1177/1460458207073644 |
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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.
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