Emergency Communication: The Organization of Calls to Emergency Dispatch Centers

Acknowledgements
Contents
List of Figures
List of Excerpts
Chapter 1: Introduction
	References
Chapter 2: The Organization of Emergency Calls
	1 Structural Organization
	2 The Components of the Opening of Emergency Calls and the Request for Assistance
		2.1 The Opening
		2.2 The Request for Assistance12
	3 The Interrogative Series
	4 Granting the Request and Thanking
	5 Problems of Communication
	6 Conclusions
	References
Chapter 3: The Search for a Place
	1 How to Locate the Scene of an Emergency
	2 Place Formulation
	3 Descriptions of Places and ‘Locating Work’
	4 Common Sense Geography
	5 When the Geography Is Not Shared
	6 When the Geography Is Shared Through Other Devices
	7 “Be Specific!”
	8 How to Be “Specific” About Places Without Giving a Place Name
	9 “But Approximately, Where Is ...”
	10 Conclusions
	References
Chapter 4: When a Call Is Not an Emergency
	1 Asking for Information
	2 Formulations and Their Sequential Context
	3 Entitlement and Contingency
	4 Conclusions
	References
Chapter 5: How to Ask for Help When There Is Little or No Information
	1 Knowledge and Responsibility in Emergency Calls
	2 How the Display of a Lack of Knowledge Can Have the Consequence of the Request for Help Being Rejected
	3 How an Insufficient Knowledge Claim May Be Associated with a Strong Entitlement
	4 How the Display of Lack of Knowledge Can Have Only Local Consequences in the Interaction
	5 How to Avoid Making Claims of Insufficient Knowledge and Have the Request for Help Considered
	6 Discussion
	7 Conclusions
	References
Chapter 6: When There Is a Language Issue
	1 Emergency Calls and Language Barriers
	2 What Is a Language Barrier and How Is It Dealt with by the Participants?
	3 Turning to a Professional Translation Service
	4 The Interpreter’s Work
		4.1 The Caller’s Narrative
		4.2 The Interpreter’s Rendition
		4.3 Interpreter’s Initiatives
	5 Conclusion
	References
Chapter 7: Responses and Dispatch on the Radio
	1 The Collaborative Production of Responses and Dispatching on the Radio
	2 The Context
	3 Radio Dispatch
	4 Forms of Collaboration
		4.1 “It’s a Wasp”
		4.2 “Are You Operational 533?”
	5 Conclusions
	References
Appendix
	Symbols Used for the Transcription
References
Index