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Open Access Publications from the University of California

"Deciding" as Situated Practice: The Work of Public Safety/9-1-1 Call-Takers

Abstract

A detailed investigation of 9-1-1 operations, using participant observation and video recordings, when taken together with other naturalistic studies of practical human conduct, suggests that the prevailing cognitivist approach to decision making has a number of limitations. This observational and video data provides a framework for an ethnomethodological respecification of the phenomenon.

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