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"You've got to take them seriously":meeting information needs in mental health care

Clarke, K. and Rooksby, J. and Rouncefield, M. (2007) "You've got to take them seriously":meeting information needs in mental health care. Health Informatics Journal, 13 (1). pp. 37-45. ISSN 1741-2811

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Abstract

In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone.

Item Type: Article
Journal or Publication Title: Health Informatics Journal
Uncontrolled Keywords: information giving ; helpline ; mental healthcare
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Departments: Faculty of Science and Technology > School of Computing & Communications
ID Code: 41668
Deposited By: ep_importer_comp
Deposited On: 13 Aug 2008 09:12
Refereed?: Yes
Published?: Published
Last Modified: 17 Feb 2014 14:01
Identification Number:
URI: http://eprints.lancs.ac.uk/id/eprint/41668

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