publication . Article . 2014

What matters to the public when they call the police? Insights from a call centre

Stafford, Andrew B;
Open Access English
  • Published: 31 Jul 2014
  • Publisher: Taylor & Francis Online
  • Country: United Kingdom
Contact with the police impacts upon public judgements of the police. The experiences of those who contact the public police by telephone concerning non-emergency issues have received little attention in the existing literature. This article presents findings from a qualitative examination of a police Constabulary's non-emergency call-handling processes, exploring some of the factors which shaped the contact experienced through this channel. Interviews were conducted with 70 members of the public who contacted the Constabulary through its call centre, with the police call-handlers who answered some of these calls, and with call centre supervisors and senior mana...
free text keywords: H1, Sociology and Political Science, Law, Call centre, Public relations, business.industry, business, Sociology, Social psychology, Police science
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