从琐碎到关键。通过设在同一地点的紧急呼叫中心开展紧急机构间协作

IF 2.6 3区 管理学 Q3 MANAGEMENT
Petter G. Almklov, Stian Antonsen
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引用次数: 0

摘要

本文研究了紧急呼叫中心接线员日常社会互动的作用及其对紧急情况下机构间协作的影响。2017年,挪威一个地区的警察、消防和卫生紧急呼叫中心设在同一地点。这在很大程度上保留了它们的正式结构和职责,并遵循严格的部门界限。然而,同一地点所提供的接近性——将中心放置在同一建筑中——导致了运营商之间非正式互动模式的出现。这种交互的大部分看似微不足道,只与关键任务的解决有松散的联系。然而,我们的研究表明,这为改善中央内部的合作和发展奠定了基础。通过一项以民族志为导向的正常操作研究,我们的重点主要不是在紧急情况下空间接近的结果,而是导致结果的过程:关键时刻如何为质量奠定基础,首先如何建立信任,参与者如何学会了解他人所知道的,以及如何随着时间的推移发展以学习为导向的实践社区。在访谈中,我们的举报人在对同地办公的积极评价上出奇地一致。因此,本文的主要问题不是运营商是否对这种变化感到满意,而是为什么满意,以及这种感知到的改进是否影响了他们在应急响应能力方面的工作成果。因此,这篇论文认为,随着时间的推移,社会“潜流”的发展具有重要意义——非正式的、琐碎的、通常是组织上“看不见的”日常互动,为处理危急情况提供了协作基础。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

From Trivial to Critical. Emergent Interagency Collaboration Through Co-Location of Emergency Call Centrals

From Trivial to Critical. Emergent Interagency Collaboration Through Co-Location of Emergency Call Centrals

This paper studies the role of day-to-day social interaction among emergency call central operators and its effect on interagency collaboration in emergencies. In 2017 the police, fire and health emergency call centrals in a region in Norway were co-located. This was done largely retaining their formal structures and responsibilities, which follows strict sectorial boundaries. However, the proximity afforded by co-location −placing the centrals in the same building− led to the emergence of informal interactional patterns among the operators. Much of this interaction is seemingly trivial and only loosely connected to resolution of critical tasks. Our study, however, shows that it formed a basis for improved collaboration and development within the centrals. Through an ethnographically oriented normal operations study, our focus is not primarily on the outcomes of spatial proximity during emergencies, rather on the processes leading up to the outcomes: How the foundations emerge for quality in critical moments, how trust was established in the first place, how the involved actors could learn to know what others know, and how a learning-oriented community of practice was developed over time. In interviews, our informants were surprisingly uniform in their positive assessment of the co-location. The main question of the paper is thus not whether the operators were satisfied with the change, but more why, and whether this perceived improvement affected the outcome of their work in terms of emergency response capabilities. The paper thus argues for the importance of the social “undercurrents” evolving over time—the informal, trivial and often organizationally “invisible,” day-to-day interaction that provides the collaborative basis for dealing with critical situations.

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来源期刊
CiteScore
5.40
自引率
12.90%
发文量
51
期刊介绍: The Journal of Contingencies and Crisis Management is an invaluable source of information on all aspects of contingency planning, scenario analysis and crisis management in both corporate and public sectors. It focuses on the opportunities and threats facing organizations and presents analysis and case studies of crisis prevention, crisis planning, recovery and turnaround management. With contributions from world-wide sources including corporations, governmental agencies, think tanks and influential academics, this publication provides a vital platform for the exchange of strategic and operational experience, information and knowledge.
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