Electronic Resource
Oxford, UK
:
Blackwell Publishing Ltd
Criminology
27 (1989), S. 0
ISSN:
1745-9125
Source:
Blackwell Publishing Journal Backfiles 1879-2005
Topics:
Law
Notes:
This article examines the interaction of 911 operators with callers. The study is based on 36 hours of participant observation and an in-depth analysis of 265 randomly recorded telephone contacts between citizens and police emergency operators over a 24-hour period. Call processing is only partially explained by the in formation-gathering function of operators. Initial data from callers are used by operators to help the caller and the operator together construct a definition of an event that makes sense organizationally. Thus, the article describes the interpretive work of 911 operators and the consequences of such work for demand processing within police agencies.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1111/j.1745-9125.1989.tb01035.x
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