In social work practice, keeping records of encounters with clients is a routinized practice for documenting cases. This paper focuses on the specific task of obtaining the prospective clients’ correct address for filling in a standardized personal report form. My analysis focuses in the way both the client(s) and the social worker cooperatively orient to the practice of writing addresses, showing how this apparently simple task is multimodally implemented within interaction, and how it can generate some complications and expansions. A special focus will be devoted to difficulties encountered by clients to give their address in an adequate way, as well as to the transformation of this activity from an individual to a collective task.
1999“Social Work Recording: A New Look at an Old Issue.”Journal of Social Work Education 35 (2): 227–237.
Drew, Paul
2006“When Documents “Speak””. In Talk and interaction in social research methods, ed. by Paul Drew, Geofrey Raymond and Darin Weinberg. 98–122. London: Sage.
2005Street Addressing and the Management of Cities. Washington, DC: The World Bank.
Garfinkel, Harold. and Harvey Sacks
1986“On Formal Structures of Practical Actions”. In Ethnomethodological Studies of Work, ed. by Harold Garfinkel, 157–189. London: Routledge. (Originally published in John C. McKinney and E.A. Tiryakian, eds. Theoretical sociology: perspectives and developments, 338-66. New York: Appleton-Century-Crofts, 1970).
Hagel, Jill Doner and Sandra Kopels
2008Social Work Records. Long Grove, IL: Waveland Press.
Houtkoop-Steenstra, Hanneke
2000Interaction and the Standardized Survey Interview: The Living Questionnaire. New York: Cambridge University Press.
Kameo, Nahoko and Jack Whalen
2015‘”Organizing Documents: Standard Forms, Person Production and Organizational Action”. Qualitative Sociology 38(2): 205–229.
Liberman, Kenneth
2013“Following Sketched Maps”. In Kenneth Liberman, More Studies in Ethnomethodology, 45–82. New York: SUNY Press.
Lipsky, Michael
1980Street-Level Bureaucracy. Dilemmas of the Individual in Public Services. New York: Russell Sage Foundation.
Lynch, Michael
2002“The Living Text: Written Instructions and Situated Actions in Telephone Surveys”. In Standardization and Tacit Knowledge. Interaction and Practice in the Survey Interview, ed. by Douglas W. Maynard, Hanneke Houtkoop-Steenstra, Nora Cate Schaeffer and Johannes van der Zouwen, 125–150. New York: Wiley.
Mondada, Lorenza
2010“Reassembling Fragmented Geographies”. In Mobile Methods, ed. by Buscher, Monika, John Urry and Katian Witchger, 138–163. New York: Routledge.
Mondada, Lorenza
2012“Video Analysis and the Temporality of Inscriptions: the Case of Architects at Work”. Qualitative Research 12(3): 304–333.
Mondada, Lorenza and Kimmo Svinhufvud
This issue.
Moore, Robert J., Jack Whalen and E. Cabell Hankinson Gathman
2009“The Work of the Work Order: Document Practice in Face-to-Face Service Encounters”. In Organization, Interaction and Practice. Studies in Ethnomethodology and Conversation Analysis, ed. by Nick Llwellyn and Jon Hindmarsh, 172–197. New York: Cambridge University Press,
Psathas, George
1979“Organizational Features of Direction Maps”. In Everyday Language: Studies in Ethnomethodology, ed. by George Psathas, 203–226. New York: Irvington.
Schegloff, Emanuel A
1972“Notes on a Conversational Practice: Formulating Place”. In Studies in Social Interaction, ed. by David Sudnow, 75–119. New York: Free Press.
Stivers, Tanya and Jack Sidnell
(eds.)2013The Handbook of Conversation Analysis. Oxford, UK: Wiley-Blackwell.
Svinhufvud, Kimmo and Sanna Vehviläinen
2013“Papers, Documents, and the Opening of an Academic Supervision Encounter”. Text & Talk 33(1): 139–166.
Whalen, Jack and Eric Vinkhuyzen
2000“Expert Systems in (Inter)action: Diagnosing Document Machine Problems over the Telephone”. In Workplace studies: Recovering Work Practice and Informing System Design, ed. by Paul Luff, Jon Hindmarsh and Christian Heath, 92–140. Cambridge: Cambridge University Press.
Whalen, Marilyn R. and Don H. Zimmerman
1990“Describing Trouble: Practical Epistemology in Citizen Calls to the Police”. Language in Society 191: 465–492.
Cited by
Cited by 7 other publications
Flinkfeldt, Marie, Clara Iversen, Sabine Ellung Jørgensen, David Monteiro & David Wilkins
2022. Conversation analysis in social work research: a scoping review. Qualitative Social Work 21:6 ► pp. 1011 ff.
Höglund, Frida & Marie Flinkfeldt
2024. De‐gendering parents: Gender inclusion and standardised language in screen‐level bureaucracy. International Journal of Social Welfare 33:1 ► pp. 188 ff.
Monteiro, David
2022. Assisting clients’ departure: On the multimodal organization of closings in social work. Qualitative Social Work 21:6 ► pp. 1211 ff.
Nielsen, Søren Beck
2021. Interactional integration of talk and note-taking. Psychology of Language and Communication 25:1 ► pp. 145 ff.
Tegler, Helena, Stina Fernqvist & Marie Flinkfeldt
2023. Challenges in recognizing and facilitating disclosures of intimate partner violence in customer service calls about maintenance support. Discourse Studies 25:5 ► pp. 641 ff.
Thunman, Elin, Mats Ekström & Anders Bruhn
2020. Dealing With Questions of Responsiveness in a Low-Discretion Context: Offers of Assistance in Standardized Public Service Encounters. Administration & Society 52:9 ► pp. 1333 ff.
Weatherall, Ann & Emma Tennent
2021. “I don’t have an address”: Housing instability and domestic violence in help-seeking calls to a support service. Feminism & Psychology 31:3 ► pp. 424 ff.
This list is based on CrossRef data as of 3 march 2024. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers.
Any errors therein should be reported to them.