Minondo B, Navarro C
University of Toulouse, France.
Psychol Rep. 1998 Apr;82(2):603-10. doi: 10.2466/pr0.1998.82.2.603.
This paper addresses the control of understanding in a task involving medical assistance given by phone. This situation was described and analyzed in two previous papers with different goals. Here we focus on activity carried out by the operator in charge of emergency calls (injuries, suicides, medical problems,...) in which the operator must control data given by the caller. We assume that the quality of data in the very first message (by the caller) influences the nature of control (by the operator). Methodology for assessing quality of information and type of control is presented. Nature of control is categorized by "validation" or "checking." Quality of information is assessed by an "informational rate" and some actual verbal exchanges illustrate this point. Findings show that control in the course of dialogues is determined by the quality of information sent by the caller initially.
本文探讨了在电话医疗援助任务中的理解控制问题。之前两篇目标不同的论文对这种情况进行了描述和分析。在这里，我们关注负责紧急呼叫（受伤、自杀、医疗问题等）的操作员所进行的活动，其中操作员必须控制来电者提供的数据。我们假设来电者第一条消息中的数据质量会影响操作员的控制性质。本文介绍了评估信息质量和控制类型的方法。控制性质分为“验证”或“检查”。信息质量通过“信息率”进行评估，一些实际的言语交流说明了这一点。研究结果表明，对话过程中的控制取决于来电者最初发送的信息质量。
