Giolo Fele

Gebundenes Buch

Emergency Communication

The Organization of Calls to Emergency Dispatch Centers

Beschreibung

This book explores communication in emergency call and response centers, taking an approach drawn from Conversation Analysis to examine how call-takers answer calls and the ways in which dispatch is issued in different contexts. It offers an original contribution to the study of the organization of emergency calls, the ways such calls are treated, and some of the practical problems that emerge when dealing with them. The author offers a systematic review of studies in the international field of the organization of emergency calls, while at the same time providing fresh case studies, illustrated with empirical materials, taken from audio- and video- recordings of the everyday activities of call and response centers. This book will be of interest to students and scholars of social interaction and may be appreciated by all scholars and practitioners working on the social management of emergency situations, including in fields such as Sociolinguistics and Pragmatics.

Autor

Giolo Fele is Professor of Sociology of Culture and Communication at the University of Trento, Italy. His research focuses on video analysis of social interaction with an ethnomethodological approach, and he studies emergency management and communication between callers and public-safety answering points, wine and coffee tasting, and TV football commentaries.

Produktdetails

• Verlag: Palgrave Macmillan / Springer International Publishing / Springer, Berlin
• Artikelnr. des Verlages: 978-3-031-26238-8
• 1st ed. 2023
• Seitenzahl: 228
• Erscheinungstermin: 7. April 2023
• Englisch
• Abmessung: 216mm x 153mm x 17mm
• Gewicht: 413g
• ISBN-13: 9783031262388
• ISBN-10: 3031262387
• Artikelnr.: 67147582

Rezensionen

This book provides a comprehensive analysis of emergency communication, grounded in conversation analysis and enriched with real-world data from emergency dispatch centers in Northern Italy. ... This book is a seminal work that advances our understanding of emergency call handling. Its thematic organization, rigorous methodology, and practical relevance ensure its place as a valuable contribution to the field. This book is particularly beneficial for those involved in emergency communication and public safety, offering both theoretical insights and practical solutions. (Zheng Chen, Language in Society, Vol. 54 (2), 2025)