Ethnographically-informed systems design for air traffic control
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
Informing collaborative information visualisation through an ethnography of ambulance control
Proceedings of the Sixth European conference on Computer supported cooperative work
Where the action is: the foundations of embodied interaction
Where the action is: the foundations of embodied interaction
Technology in Action
HCI 97 Proceedings of HCI on People and Computers XII
A comedy of errors: the London Ambulance Service case study
IWSSD '96 Proceedings of the 8th International Workshop on Software Specification and Design
Organizational Memory and CSCW: Supporting the Mavis Phenomenon
OZCHI '96 Proceedings of the 6th Australian Conference on Computer-Human Interaction (OZCHI '96)
What we talk about when we talk about context
Personal and Ubiquitous Computing
Cognition, Technology and Work
Ambiguities, Awareness and Economy: A Study ofEmergency Service Work
Computer Supported Cooperative Work
The turnaround of the London ambulance service computer-aided despatch system (LASCAD)
European Journal of Information Systems
Human-Machine Reconfigurations: Plans and Situated Actions
Human-Machine Reconfigurations: Plans and Situated Actions
On finding things out: situating organisational knowledge in CSCW
ECSCW'01 Proceedings of the seventh conference on European Conference on Computer Supported Cooperative Work
Local expertise at an emergency call centre
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 Strategies: Toward a Taxonomy
Journal of Management Information Systems
Communication and Diagnostic Work in Medical Emergency Calls in Italy
Computer Supported Cooperative Work
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This study examines an Emergency Medical Service in order to analyze the composite set of activities and instruments directed at locating the patient. The good management of information about the location of the emergency is highly relevant for a reliable rescue service, but this information depends on knowledge of the territory that is socially distributed between EMS operators and callers. Accordingly, the decision-making process often has to go beyond the emergency service protocols, engaging the operator in undertaking an open negotiation in order to transform the caller's role from layman to "co-worker". The patient's location turns out to be an emerging phenomenon, collaborative work based on knowledge management involving two communities--the callers and the EMS operators--that overlap partially. Drawing examples from emergency calls, the study analyzes the practice of locating a patient as a complex and multi-layered process, highlighting the role played by new and old technologies (the information system and the paper maps) in this activity. We argue that CSCW technologies enable the blended use of different kinds of instruments and support an original interconnection between the professional localization systems and the public's way of defining a position.