Local expertise at an emergency call centre
2005 (English)In: ECSCW 2005:Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work, 2005, 347-366 p.Conference paper (Refereed)
Some important research has been undertaken in recent years on knowledgemanagement within the CSCW community, drawing attention to the inherently socialproperties of knowledge and how it is shared. Much of this work has demonstrated thecomplex and sophisticated needs of so-called knowledge workers, and the requirementfor better understandings of knowledge sharing processes. The example we present inthis paper is that of knowledge work in emergency calls at SOS Alarm in Sweden, currentlyof interest because of a planned new system that will allow for centre-to-centrecase coordination and not only within the centre. What makes such a case interesting isthat workers in this context face an unlimited variety of incidents that require interpretation,decision and coordination, many of which require the deployment of local knowledgeand, as importantly, have to be dealt with in a timely fashion. In this paper we focus onhow a number of people work to combine their knowledge and expertise in a time effectiveway.
Place, publisher, year, edition, pages
2005. 347-366 p.
Telecommunications Business Administration
IdentifiersURN: urn:nbn:se:kth:diva-7929DOI: 10.1007/1-4020-4023-7_18ISI: 000234208900018ScopusID: 2-s2.0-84860372765ISBN: 1-4020-4022-9OAI: oai:DiVA.org:kth-7929DiVA: diva2:13108
9th European Conference on Computer-Supported Cooperative Work Paris, FRANCE, SEP 18-22, 2005
QC 201010142005-10-212005-10-212011-10-13Bibliographically approved