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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Notes
Basic Life Support (BLS) is a specific level of prehospital medical care provided by trained responders, including emergency medical technicians, in the absence of advanced medical care. http://en.wikipedia.org/wiki/Basic_life_support
In this case, the expression seems used to indicate reanimations manoeuvres.
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Acknowledgments
I would like to thank all the personnel in the 118 control room in Trento for their cooperation during the data collection, Maria Grazia Delaiti, who let me use her brilliant set of recorded data. I thank also Giolo Fele and Monika Buscher for their comments on the first draft of this paper and the very useful comments of the anonymous reviewers.
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For the Communication Science Department, University of Bologna, Italy
Appendix 1
Appendix 1
List of the calls concerning the accident in the factory
Below the list of conversations though which the event was managed, with the indication of the caller, and the main topic of conversation. Notice that the great majority are telephone calls in and out the center of coordination, there are also a few radio communication and a couple of recording of operators ‘comments over the event.
11:38:36: call | Caller1 from the factory | Asks for an ambulance |
11:39:02 call | Operator1 to ambulance station | Dispatches the ambulance |
11:40:17 call | Caller1 from the factory | Asks for an ambulance |
11:40:31 call | Factory porter office | Asks for an ambulance |
11:44:43 call | Operator1 to the factory porter | Asks for information |
Radio | Ambulance driver (no recording) | Communicates code 4 |
11:49:56 call | Operator1 to the fire brigade | Asks their intervention to remove a machinery |
11:51:09 call | The ambulance station | Communicate code 4 |
Ansa | Asks for information | |
10 11:51:09 call | Ambulance driver | Asks for a doctor to certify the death |
Operator1 to GP | No answer | |
11:49:57 call | Operator1 local police station | Asks for their intervention |
via radio | Operator to ambulance | Informs that she is dispatching the helicopter |
11.52.03 call | Operator1 to the helicopter station | Dispatches the helicopter |
11:53:00 call | Operator1 to ambulance station | Ask the cellular number of the ambulances |
11:54:08 call | Fire brigade | Asks for information |
11:54:41 | Comments among the two operators | One asks the other to dispatch the helicopter |
12:04:43 | Journalist of a local newspaper | Asks information |
via radio | Doctor of the helicopter team | Communicates the code 4 |
12:09:51 call | Operator 2 to necroscopy doctor | Asks information on the procedures |
12;13:41 call | Ansa | Asks for information |
12:16:45 | Comments among operators | “The patient was breathing a minute ago” |
12:30:45 call | Doctor of the helicopter team | Protests to be sent to rescue a dead person |
12:36:00 call | Operator2 to ambulance station | Asks for clarification |
12:55:55 call | Operator1 to ambulance station | Comment on the decision to send the helicopter |
13:53:48 call | Doctor of the helicopter team | Protests and request of explanation |
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Paoletti, I. Communication and Diagnostic Work in Medical Emergency Calls in Italy. Comput Supported Coop Work 18, 229–250 (2009). https://doi.org/10.1007/s10606-009-9091-1
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DOI: https://doi.org/10.1007/s10606-009-9091-1