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"You've got to take them seriously": meeting information needs in mental health care

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"You've got to take them seriously" : meeting information needs in mental health care. / Clarke, K.; Rooksby, J.; Rouncefield, M.

In: Health Informatics Journal, Vol. 13, No. 1, 03.2007, p. 37-45.

Research output: Contribution to Journal/MagazineJournal articlepeer-review

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Clarke, K. ; Rooksby, J. ; Rouncefield, M. / "You've got to take them seriously" : meeting information needs in mental health care. In: Health Informatics Journal. 2007 ; Vol. 13, No. 1. pp. 37-45.

Bibtex

@article{29733fb7e90740318cb5304c601e1a05,
title = "{"}You've got to take them seriously{"}: meeting information needs in mental health care",
abstract = "In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone.",
keywords = "information giving, helpline, mental healthcare",
author = "K. Clarke and J. Rooksby and M. Rouncefield",
year = "2007",
month = mar,
doi = "10.1177/1460458207073644",
language = "English",
volume = "13",
pages = "37--45",
journal = "Health Informatics Journal",
issn = "1460-4582",
publisher = "SAGE Publications Ltd",
number = "1",

}

RIS

TY - JOUR

T1 - "You've got to take them seriously"

T2 - meeting information needs in mental health care

AU - Clarke, K.

AU - Rooksby, J.

AU - Rouncefield, M.

PY - 2007/3

Y1 - 2007/3

N2 - In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone.

AB - In this article we explore the practical aspects of providing mental health information over the telephone, and discuss how this may be used to inform the creation of a website. We draw from an ethnographic study of an `information and listening helpline'. By paying close attention to how the helpline operators `take seriously' their callers' problems and requests - indeed, by taking the work of the phone operators seriously - we show that the operators artfully talk, categorize and translate to help the individual caller and to satisfy organizational demands. A website is seen by the helpline in question as a logical move to providing accessible information to a wider audience. Whilst web-based and phone-based services might both appear to function along similar lines for providing information, we question how a web-based system might afford or complement the kinds of services that can be done over the telephone.

KW - information giving

KW - helpline

KW - mental healthcare

U2 - 10.1177/1460458207073644

DO - 10.1177/1460458207073644

M3 - Journal article

VL - 13

SP - 37

EP - 45

JO - Health Informatics Journal

JF - Health Informatics Journal

SN - 1460-4582

IS - 1

ER -