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Computer Supported Cooperative Work (CSCW)

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01.06.2009

Communication and Diagnostic Work in Medical Emergency Calls in Italy

verfasst von: Isabella Paoletti

Erschienen in: Computer Supported Cooperative Work (CSCW) | Ausgabe 2-3/2009

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Abstract

This study analyses a series of emergency calls related to the same event: an accident in a factory. The aim of the analysis is to show how a lack of information hinders operator’s diagnostic work. The paper shows the effects of communication problems on operator’s decision making, that is, how the operator’s diagnostic work is actively resisted by callers, and therefore, how disaligment in relation to the activity at hand influences operator’s decision making and the actual organisation of the rescue activities. I argue that CSCW technologies need to enable negotiation of potentially conflicting social practices and organizational protocols around diagnostic work and should not just support remote collaboration between professionals, but also with the public.

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Titel: Communication and Diagnostic Work in Medical Emergency Calls in Italy
verfasst von: Isabella Paoletti
Publikationsdatum: 01.06.2009
Verlag: Springer Netherlands
Erschienen in: Computer Supported Cooperative Work (CSCW) / Ausgabe 2-3/2009
Print ISSN: 0925-9724
Elektronische ISSN: 1573-7551
DOI: https://doi.org/10.1007/s10606-009-9091-1

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