In the age of the smart machine: the future of work and power
In the age of the smart machine: the future of work and power
Connections: new ways of working in the networked organization
Connections: new ways of working in the networked organization
Mutual knowledge and communicative effectiveness
Intellectual teamwork
The technology of team navigation
Intellectual teamwork
Critical theory of technology
Awareness and coordination in shared workspaces
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
Sorting things out: classification and its consequences
Sorting things out: classification and its consequences
Sense-making of an emergency call: possibilities and constraints of a computerized case file
Proceedings of the second Nordic conference on Human-computer interaction
The Problem with 'Awareness': Introductory Remarks on 'Awareness in CSCW'
Computer Supported Cooperative Work
Ambiguities, awareness and economy: a study of emergency service work
CSCW '02 Proceedings of the 2002 ACM conference on Computer supported cooperative work
HCI 97 Proceedings of HCI on People and Computers XII
When once is not enough: the role of redundancy in a hospital ward setting
GROUP '05 Proceedings of the 2005 international ACM SIGGROUP conference on Supporting group work
Challenges in designing interactive systems for emergency response
DIS '06 Proceedings of the 6th conference on Designing Interactive systems
Formalizing work: reallocating redundancy
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Seamless Integration: Standardisation across Multiple Local Settings
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
Supporting Community Emergency Management Planning through a Geocollaboration Software Architecture
Computer Supported Cooperative Work
From plans to planning: the case of nursing plans
Proceedings of the 2007 international ACM conference on Supporting group work
CHI '08 Extended Abstracts on Human Factors in Computing Systems
Loosely formed patient care teams: communication challenges and technology design
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
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This paper reports from a study of Norwegian medical emergency call (AMK) centres, in which advanced radio and telephone communication technologies are handled by a team of nurses and ambulance personnel to coordinate medical emergency resources (ambulances, doctors, helicopters, and so on). The AMK centres have made use of a range of technologies since they were established 15-20 years ago. During the last 5 years, several of the centres have implemented an information system, AMIS to integrate several functions that before were handled by using separate specialised systems. By observation in seven medical emergency call centres and a survey covering 38 of 43 such centres in Norway in the period 1996-2002, this study focuses on collaboration and use of communication technologies in a teamwork setting. It is found that important aspects of the AMK centre teamwork include redundancy of communication, competence and technologies, as well as a well-developed overall attention from the operators. These aspects support a transparent social integration of technologies in use. The use of integrated systems, such as the AMIS, may challenge this transparency, by which one operator may follow the other operator's actions. It is concluded that serious care must be taken to introduce larger information systems, so that basic principles, which have emerged during the teamwork practice to secure high service reliability, are maintained.