Talk and Visibility: "One person is out of the car - Did you hear that?"

Document type: Conference Papers
Peer reviewed: Yes
Full text:
Author(s): Mårten Pettersson
Title: Talk and Visibility: "One person is out of the car - Did you hear that?"
Conference name: Information Systems Research Seminar in Scandinavia
Year: 2001
Pagination: 187-200
Publisher: Iris
City: Ulvik, Hardanger, Norway
Organization: Blekinge Institute of Technology
Department: Department of Human Work Science and Media Technology (Institutionen för arbetsvetenskap och medieteknik)
Dept. of Human Work Science and Media Techn., S-372 25 Ronneby
+46 455 38 50 00
http://www.iar.bth.se/
Authors e-mail: marten.pettersson@bth.se
Language: English
Abstract: This article presents two examples of how call operators become involved in handling of cases within an emergency service center. The focus is on how the way operators talk and use artifacts in the room support that other operators become involved in the handling of the cases. The background to the field study is an ongoing project that develops a new Computer Aided
Dispatch. One of the functions of interest in this new computer system is call distribution. This involves thinking of letting operators at different service centers cooperate and share cases across distance. It is argued that the way the operators talk and use artifacts inside the present shared room are to be considered in the design of the future computer system. It is also argued that those themes are important when dealing with the design of call distribution.
Subject: Human Work Science\Work Practice
Human Work Science\Computer Supported Cooperative Work
Edit