Call handling

​This page lists Police Knowledge Fund products related to answering and investigating calls and deciding on and initiating call responses.

​Products are listed alphabetically by lead university. Details of each collaboration can be found on the PKF contacts page.


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Keele

RESEARCH BRIEFING:  ​Calling for help: The discursive construction of civil obedience, institutional authority and social influence during calls to the Police

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Keele

RESEARCH BRIEFING:  ​Asking for caller's ethnicity: Strategies for success

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Keele

RESEARCH BRIEFING:  ​Calling for help: Explaining the outcome of the call.  Training workshop for police control room staff

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Keele

RESEARCH BRIEFING:  ​Requesting police assistance: How does the way the caller asks for help influence the police response?

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Keele

RESEARCH BRIEFING:  ​Vulnerabilities - briefing report on knowledge exchange activities with 999/101 call handler shift managers (2016)

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Northampton

​RESEARCH REPORT:  Emotional labour and communities of coping in police control room work: An ethnography of call handlers and dispatchers in an English police force

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Northampton

JOURNAL ARTICLE: Emotional labour and communities of coping in police control room work: An ethnography of call handlers and dispatchers in a police force in England

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Please notify us of any difficulties you have in accessing the products by emailing whatworks@college.pnn.police.uk 

For all enquiries relating to the product content, please contact the lead university directly.  Contact details can be found here.

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