https://journals.equinoxpub.com/IJSLL/article/view/6027/4234

Coulthard, An Introduction to Forensic Linguistics:Language in Evidence (pp 71-76)

1. Who are the parties involved in a call to an emergency service?
2. What are the conflicting goals of each party?
3. What is a goal that both caller and call-taker share?
4. Why are calls to emergency services routinely recorded?
5. What does the call-taker have to do from the very beginning of the call, given his/her goal to send the appropriate help?
6. What does the caller have to do from the very beginning given his/her goal is to get help?
7. What is critical in emergency call management?
8. What response does the call-taker in the New Year's Eve call take?Why?How did the call-taker come to this decision?
9. What are the 3 strategies that callers use to elicit a response in a 911 call?
10. How does the caller's strategy to tell a story in order to get a responses conflict with the call-taker's need to elicit answers to questions they need to check off on the computer, such as the location and nature of the emergency and a name?