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Sensemaking in sensory deprived settings: The role of non-verbal auditory cues for emergency assessment
Blekinge Institute of Technology, Faculty of Engineering, Department of Industrial Economics.
Umeå universitet, SWE.
2017 (English)In: European Management Journal, ISSN 0263-2373, E-ISSN 1873-5681Article in journal (Refereed) Epub ahead of print
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 sensemaking 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 sensemaking 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. © 2017.

Place, publisher, year, edition, pages
Elsevier Ltd , 2017.
Keyword [en]
Call center, Emergency, Emotion, Materiality, Sensemaking
National Category
Business Administration
Identifiers
URN: urn:nbn:se:bth-15190DOI: 10.1016/j.emj.2017.08.004Scopus ID: 2-s2.0-85028840489OAI: oai:DiVA.org:bth-15190DiVA: diva2:1143858
Available from: 2017-09-22 Created: 2017-09-22 Last updated: 2017-09-22Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • 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
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  • asciidoc
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