{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,3]],"date-time":"2026-05-03T23:46:22Z","timestamp":1777851982293,"version":"3.51.4"},"reference-count":12,"publisher":"SAGE Publications","issue":"1","license":[{"start":{"date-parts":[[2007,3,1]],"date-time":"2007-03-01T00:00:00Z","timestamp":1172707200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Health Informatics J"],"published-print":{"date-parts":[[2007,3]]},"abstract":"<jats:p>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.<\/jats:p>","DOI":"10.1177\/1460458207073644","type":"journal-article","created":{"date-parts":[[2007,2,12]],"date-time":"2007-02-12T08:32:13Z","timestamp":1171269133000},"page":"37-45","source":"Crossref","is-referenced-by-count":3,"title":["`You've got to take them seriously': meeting information needs in mental healthcare"],"prefix":"10.1177","volume":"13","author":[{"given":"Karen","family":"Clarke","sequence":"first","affiliation":[{"name":"Department of Computing, InfoLab21, Lancaster University, Lancaster LA1\r                        4WA, UK"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"John","family":"Rooksby","sequence":"additional","affiliation":[{"name":"Department of Computing, InfoLab21, Lancaster University, Lancaster LA1\r                        4WA, UK,"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Mark","family":"Rouncefield","sequence":"additional","affiliation":[{"name":"Department of Computing, InfoLab21, Lancaster University, Lancaster LA1\r                        4WA, UK,"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"179","published-online":{"date-parts":[[2007,3,1]]},"reference":[{"key":"atypb1","doi-asserted-by":"crossref","DOI":"10.4135\/9781446217993","volume-title":"Good to Talk? Living and Working in a Communication Culture","author":"Cameron D","year":"2000"},{"key":"atypb2","doi-asserted-by":"publisher","DOI":"10.1177\/0261018303023002003"},{"key":"atypb3","doi-asserted-by":"publisher","DOI":"10.1177\/1460458206061207"},{"key":"atypb4","first-page":"513","volume-title":"Proceedings ECIS `98","author":"Martin D"},{"key":"atypb5","doi-asserted-by":"publisher","DOI":"10.1177\/1460458205052360"},{"key":"atypb6","volume-title":"Lectures in Conversation. Volume One.","author":"Sacks H","year":"1992"},{"key":"atypb7","volume-title":"Essays in Self-Destruction.","author":"Sacks H.","year":"1963"},{"key":"atypb8","doi-asserted-by":"publisher","DOI":"10.1111\/j.1467-9566.2005.00475.x"},{"key":"atypb9","doi-asserted-by":"crossref","DOI":"10.4135\/9781446217283","volume-title":"Critique of Information.","author":"Lash S.","year":"2002"},{"key":"atypb10","doi-asserted-by":"publisher","DOI":"10.1177\/1460458204048512"},{"key":"atypb11","volume-title":"Groupware: Software for Computer Supported Cooperative Work 552-60","author":"Grudin J.","year":"1992"},{"key":"atypb12","first-page":"361","volume-title":"Proceedings of the Fifth European Conference on Computer Supported Cooperative Work","author":"Harper R."}],"container-title":["Health Informatics Journal"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/1460458207073644","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/1460458207073644","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,29]],"date-time":"2026-04-29T22:28:34Z","timestamp":1777501714000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/1460458207073644"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2007,3]]},"references-count":12,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2007,3]]}},"alternative-id":["10.1177\/1460458207073644"],"URL":"https:\/\/doi.org\/10.1177\/1460458207073644","relation":{},"ISSN":["1460-4582","1741-2811"],"issn-type":[{"value":"1460-4582","type":"print"},{"value":"1741-2811","type":"electronic"}],"subject":[],"published":{"date-parts":[[2007,3]]}}}