Name
Abstract | ||
|---|---|---|
In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an 'information and listening helpline'. By paying close attention to how the helpline operators 'take seriously' their callers' problems and requests--indeed, by taking the work of the phone operators seriously--we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone. |
Year | DOI | Venue |
|---|---|---|
2007 | 10.1177/1460458207073644 | Health informatics journal |
DocType | Volume | Issue |
Journal | 13 | 1 |
ISSN | Citations | PageRank |
1460-4582 | 2 | 0.39 |
References | Authors | |
3 | 3 | |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Karen Clarke | 1 | 2 | 0.39 |
| John Rooksby | 2 | 2 | 0.39 |
| Mark Rouncefield | 3 | 1631 | 144.08 |