%0 Journal Article
%T Critical timing of actions for transferring 911 calls in a wireless call center
%A Anita Pomerantz
%A Heidi Kevoe-Feldman
%J Discourse Studies
%@ 1461-7080
%D 2018
%R 10.1177/1461445618756182
%X The analysis in this article considers how dispatchers in a 911 wireless call center direct callers¡¯ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexplored features of the call transfer environment, including dispatchers¡¯ management of callers¡¯ expectations and how the transfer phase contributes to a reshaping of the overall structural organization of a 911 call
%K Action
%K conversation analysis
%K emergency service
%K overall structural organization
%K pivotal sequence
%K talk-in-interaction
%U https://journals.sagepub.com/doi/full/10.1177/1461445618756182