@article{ref1,
title="When seconds count: a study of communication variables in the opening segment of emergency calls",
journal="Journal of health psychology",
year="2016",
author="Penn, Claire and Koole, Tom and Nattrass, Rhona",
volume="22",
number="10",
pages="1256-1264",
abstract="The opening sequence of an emergency call influences the efficiency of the ambulance dispatch time. The greeting sequences in 105 calls to a South African emergency service were analysed. Initial results suggested the advantage of a specific two-part opening sequence. An on-site experiment aimed at improving call efficiency was conducted during one shift (1100 calls). <br><br>RESULTS indicated reduced conversational repairs and a significant reduction of 4 seconds in mean call length. Implications for systems and training are derived.<p /> <p>Language: en</p>",
language="en",
issn="1359-1053",
doi="10.1177/1359105315625357",
url="http://dx.doi.org/10.1177/1359105315625357"
}