Publications

Publication details [#65397]

Pomerantz, Anita and Heidi Kevoe-Feldman. 2018. Critical timing of actions for transferring 911 calls in a wireless call center. Discourse Studies 20 (4) : 488–505.

Publication type

Article in journal

Publication language

English

Keywords

action | expectation | organization | service encounter | telephone conversation

Place, Publisher

SAGE Publications

Journal WWW

www.sagepub.co.uk/ejournals/

Annotation

This paper explores dispatchers' critical timing of actions for transmitting 911 calls in a wireless call center. It limns how dispatchers use two varied actions, a directing and an informing action, timed at an exact moment to perform successful transfers.