Marchand P, Navarro C
Maison de la Recherche, Université de Toulouse-Le Mirail, France.
Percept Mot Skills. 1995 Oct;81(2):451-61. doi: 10.1177/003151259508100218.
This study is based on a corpus of 110 dialogs recorded in a medical assistance telephonist's workstation. Given the nature of the task, we have considered five main variables in dialog (topics) as well as their order of occurrence (sequences). These data were analyzed with a lexical analysis program. Results show a great difference between Operator/Specialist dialog and Operator/Nonspecialist dialog. Dialog "script" is very strong in the first case in which the operator merely plays a feedback role (routine procedures). If the caller is a private individual, the situation is often an indefinite problem, and the operator may have to adapt to the person (weak script) to obtain relevant information as quickly as possible (problem-solving procedures). This provides confirmation of the operator's twofold competence (efficient decision-making, dialog management).
本研究基于在医疗救助话务员工作站记录的110个对话语料库。鉴于任务的性质，我们考虑了对话中的五个主要变量（主题）及其出现顺序（序列）。这些数据使用词汇分析程序进行了分析。结果显示，话务员/专家对话与话务员/非专家对话之间存在很大差异。在第一种情况下，即话务员仅起反馈作用（常规程序）时，对话“脚本”非常强。如果来电者是普通个人，情况往往是一个不明确的问题，话务员可能不得不适应对方（弱脚本），以便尽快获取相关信息（解决问题程序）。这证实了话务员的双重能力（高效决策、对话管理）。
