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Managing language mismatches in emergency calls.
Claire Penn1, Jennifer Watermeyer1, Rhona Nattrass1
1University of the Witwatersrand, Johannesburg, South Africa.
Journal of Health Psychology
|March 24, 2016
Summary
South Africa
Area of Science:
- Sociolinguistics
- Communication Studies
- Emergency Services Management
Background:
- South Africa's complex linguistic landscape can impede emergency call efficiency.
- Effective emergency response relies on swift call resolution, ambulance dispatch, and on-scene arrival.
- Addressing language barriers is crucial in emergency call centers.
Purpose of the Study:
- To investigate how language shifts are managed in a South African call center.
- To analyze communication dynamics and barriers in emergency calls.
- To identify implications for emergency service training.
Main Methods:
- Conversation analysis was employed to examine call center interactions.
- Analysis focused on identifying language accommodation and communication patterns.
- Three distinct call trajectories were identified and analyzed.
Main Results:
- Significant differences in call responsivity were observed.
- These differences correlate with attitudinal and societal stratification.
- Conversation analysis revealed specific communication barriers and contextual factors.
Conclusions:
- Language accommodation strategies impact emergency call efficiency.
- Societal factors influence communication dynamics in emergency settings.
- Findings offer valuable insights for improving emergency call center training and practices.
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