Traiter les appels d'urgence (notice n° 811708)
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| control field | 20250123125428.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Hénault-Tessier, Mélanie |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Traiter les appels d'urgence |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2012.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 64 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Résumé Point de passage obligé pour accéder aux services de secours, les opérateurs des centres d’appels d’urgence traitent des centaines de demandes par jour. L’information qu’ils produisent et mettent en forme influe sur toute la chaîne des interactions, qu’il y ait urgence ou non. À travers une étude ethnographique du métier d’opérateur réalisée dans différents centres de réception des appels 15 et 18, nous explorons la fabrication et la circulation de cette information en tant qu’élément participant à la construction d’un espace commun d’action et de communication. Nous démontrons que lorsqu’un opérateur répond au téléphone, c’est tout un processus de traduction de la parole de l’usager en catégories administratives qui s’actualise à travers deux types de relation dans lesquelles sont engagés requérants, fiche de saisie de l’appel et opérateurs : la relation administrative de secours d’urgence et la relation de service. Ce processus qui a pour objectif la production décisive d’une information précise, neutre et factuelle conduit cependant, pour cette raison même, à occulter le travail effectué par les opérateurs. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Handling emergency calls, building information for action Phone operators working in emergency dispatch centers handling hundreds of calls a day, are the entry point to get help from the emergency services. Through interactions with callers, they build information that influences the following course of action, regardless of the nature of the call. Based on field observations in several call-centers specialized in medical and fire emergencies this paper analyses how information is built and shared and how, doing so, it achieves production of a shared space of action and communication. We illustrate that when an operator handles a call, two types of relation – involving a caller, an operator and an electronic seizure form – can be engaged: an administrative relation of emergency or a service relation. This process which aimed at producing specific decisive neutral and factual information however leads, for the very same reason, to the occultation of the operator’s key role. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Resumen: Proceder a las llamadas de emergencia, construir una información para la acción Punto de pasaje obligatorio para acceder a los servicios de emergencia, los operadores de centros de llamadas de emergencia responden a cientos de solicitudes al día. La información que producen y formatean afecta toda la cadena de interacciones haya una emergencia o no. A través de un estudio etnográfico del oficio de los operadores realizada en los diferentes centros de llamadas 15 (asistencia médica) y 18 (bomberos), se explora la producción y circulación de la información como un elemento que participa en la construcción de un espacio común de acción y comunicación. Se demuestra que cuando un operador contesta el teléfono, es un proceso de traducción de la palabra de los usuarios en categorías administrativas que se actualiza a través de dos tipos de relaciones en las que están involucrados, solicitantes, registros de llamadas y operadores: la relación administrativa de auxilio de emergencia y la relación de servicio. Este proceso, que tiene como objetivo producir una información precisa, neutral y factual, sin embargo, lleva, por esta misma razón, a ocultar el trabajo realizado por los operadores. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | rôles sociaux |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | traduction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | invisibilité |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | appels d'urgence |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | interactions |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | coordination |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | information |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | communication médiée |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Translation |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | social role |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | mediated Communication |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | invisibility |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Interaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Coordination |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | emergency call |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | information |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Dalle-Nazébi, Sophie |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Revue d'anthropologie des connaissances | 61 | 1 | 2012-04-25 | p. 89-114 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-anthropologie-des-connaissances-2012-1-page-89?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-anthropologie-des-connaissances-2012-1-page-89?lang=fr&redirect-ssocas=7080</a> |
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