"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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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:
Journal Article
Journal or Publication Title:
Health Informatics Journal
Uncontrolled Keywords:
?? information givinghelplinemental healthcarehealth informaticsqa75 electronic computers. computer science ??
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Deposited On:
13 Aug 2008 08:12
Last Modified:
15 Jul 2024 11:22