Technology in Action
Participatory Design: Issues and Concerns
Computer Supported Cooperative Work
Ambiguities, Awareness and Economy: A Study ofEmergency Service Work
Computer Supported Cooperative Work
Representations can be good enough
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
How Can I Help You? Call Centres, Classification Work and Coordination
Computer Supported Cooperative Work
Knowledge Management in Locating the Patient in an Emergency Medical Service in Italy
Computer Supported Cooperative Work
Layers in Sorting Practices: Sorting out Patients with Potential Cancer
Computer Supported Cooperative Work
Reflections on 25 Years of Ethnography in CSCW
Computer Supported Cooperative Work
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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.