Vignette 2: Ambulance Control
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Cooperative Arrangement
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Small group of workers (4 dispatchers and 2 supervisors), Location within a site with co-location at desks. Ability to oversee and overhear one another. Focus on the
collaborative techniques personnel use to achieve ambulance management and deployment.
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Representation of Activity
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Teamwork per se is not represented either on documents or on the system. However, the outcomes of teamwork are represented in the changing details of screens
showing details of incidents (the incident stack), ambulances and the configuration of ambulances over the region as a
whole (the VAM).
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Ecological Arrangement
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The close arrangement of dispatchers and supervisors means that the can oversee and
overhear one another’s activity, interaction on the phone, with others and with applications.
This promotes that ability to help one another out and collaborate when required..
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Coordination Techniques
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Workers collaborate in an ad hoc manner, if and when required. Workers may carry out tasks for one another or collaborate
together on solving problems through collaborative groups of varying sizes. Teamwork activities may be initiated through ‘seeing’
someone requires help but are commonly worked up through talk. Workers can also be seen to negotiate who is available to help, who
has expertise and so forth. The collaboration is worked up in response to a particular situation and ends once the ‘task’ in question
has been solved.
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Community of Use
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Inter-organisational group of workers (4 dispatchers and 2 supervisors) in an ambulance control
room.
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