Emergency Communication: The Organization of Calls to Emergency Dispatch Centers

This book explores communication in emergency call and response centers, using Conversation Analysis to examine how call-takers answer calls and dispatch is issued. It offers an original contribution to the study of the organization of emergency calls and practical problems, with a systematic review of studies and case studies from audio- and video- recordings.

Format: Hardback
Length: 213 pages
Publication date: 07 April 2023
Publisher: Springer International Publishing AG

This comprehensive book delves into the intricate realm of communication within emergency call and response centers, employing a Conversation Analysis approach to explore the dynamics of call handling and dispatch procedures. By examining the conversational interactions between call-takers and dispatchers, it offers a novel perspective on the organization of emergency calls, the treatment of such calls, and the practical challenges encountered in their management.

The author conducts a systematic review of studies in the international field of emergency call organization, encompassing a wide range of perspectives and methodologies. In addition, the book includes fresh case studies, vividly illustrated with empirical materials derived from audio- and video-recordings of real-life call and response center activities. These case studies provide valuable insights into the complexities and nuances of emergency communication, offering a practical understanding of the challenges and opportunities faced by professionals in this field.

This book appeals to a diverse audience, including students and scholars of social interaction, as well as scholars and practitioners engaged in the social management of emergency situations. Its multidisciplinary approach makes it relevant to fields such as Sociolinguistics and Pragmatics, where the study of communication plays a crucial role in understanding and responding to emergency situations.

Overall, this book is a valuable resource for anyone interested in exploring the complexities of emergency communication, offering a comprehensive and insightful examination of the dynamics of call handling and dispatch procedures within emergency call and response centers.

Weight: 426g
Dimension: 210 x 148 (mm)
ISBN-13: 9783031262388
Edition number: 1st ed. 2023