PubMed · 8716807
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V Gillman. 1996. A national helpline needs your help.. https://doi.org/10.1111/j.1365-2850.1996.tb00076.x
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This paper presents findings from observational studies of work practice in two 'information giving' services - a poisons information service and a mental health helpline - as a precursor to informing the design of such services. Our work high- lights the interactions that constitute the requesting and giving of information and the role of intermediaries in the delivery of recipient-designed information. We propose a shift of focus from the logic of information in system design to one that encompasses the practicalities of information giving.