Reducing the severity of incidents or emergency in Estonian emergency calls

Abstract

The aim of the article is to analyze the calls to the Estonian Emergency Response Centre, focusing on instances where callers reduce the severity of incident or emergency in their first turn. The data comprise 39 calls from the Corpus of Emergency Calls of the University of Tartu. The analysis reveals that callers employ mitigating words and negative turn-initial utterances to reduce the severity. These words indicate the caller’s uncertainty about the information provided or suggest that the reported incident or emergency is minor. The utterances are syntactically and semantically (but not prosodically) completed clauses followed by a second part of the clause construction containing specific information about the caller’s issue. Functionally, these utterances serve as assessments falling into three groups based on the information they project. Some assessments project uncertain information, explicitly expressing uncertainty about the information or using the epistemic marker ma=i=tea ‘I don’t know’. The second group of assessments project information about an incident that the caller does not qualify as an emergency. The last group projects a potential incident or emergency using variants of the utterance ei juhtund midagi ‘nothing happened’. In addition, we offer explanations for why callers reduce the severity of the incident or emergency and demonstrate that reducing severity does not lower the probability of sending assistance. This indicates that call-takers do not rely on callers’ assessments when deciding whether the help is needed.