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Sensemaking in sensory deprived settings: the role of non-verbal auditory cues for emergency assessment
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
2018 (English)In: European Management Journal, ISSN 0263-2373, E-ISSN 1873-5681, Vol. 36, no 3, p. 306-318Article in journal (Refereed) Published
Abstract [en]

Emergency calls are high-stake situations characterized by volatile and time-critical conditions. The use of the telephone restricts sensory perception to a single modality hearing which makes both sense making and embodied sensemaking more difficult. Using observations, interviews, and organizational documents, we unveil how attention to the non-verbal cues of callers and their surroundings assists emergency operators to make sense of incoming calls for help. We find that operators use two practices to prioritize the calls: a frame-confirming practice and a frame-modifying practice. The practices are underpinned by configurations of verbal and non-verbal cues, wherein caller's emotional expressions and environmental sounds are both considered as distinct input. The non-verbal focus in this study extends our understanding of first-order sensemaking within the emergency domain but also in other sensory deprived settings in high-consequence industries. The contributions of this analysis to sense making research reside in the revelation that non-verbal cues contextualize and consequently frame the discursive elements of sensemaking. More specifically, this research offers the insight that embodies sensemaking benefits from attention being given to callers' non-verbal cues, rather than valuing only one's own bodily experiences and mere verbal descriptions about events.

Place, publisher, year, edition, pages
Elsevier, 2018. Vol. 36, no 3, p. 306-318
Keywords [en]
Call center, Emergency, Emotion, Materiality, Sensemaking
National Category
Business Administration
Identifiers
URN: urn:nbn:se:umu:diva-142217DOI: 10.1016/j.emj.2017.08.004ISI: 000434001100002Scopus ID: 2-s2.0-85028840489OAI: oai:DiVA.org:umu-142217DiVA, id: diva2:1160336
Available from: 2017-11-27 Created: 2017-11-27 Last updated: 2018-08-31Bibliographically approved

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Hällgren, Markus

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf