Calling for Help

Language and social interaction in telephone helplines

Editors
| University of Queensland
| University of Queensland
| Aalborg University
HardboundAvailable
ISBN 9789027253866 | EUR 120.00 | USD 180.00
 
e-Book
ISBN 9789027294081 | EUR 120.00 | USD 180.00
 
Telephone helplines have become one of the most pervasive sites of expert-lay interaction in modern societies throughout the world. Yet surprisingly little is known of the in situ, language-based processes of help-seeking and help-giving behavior that occurs within them. This collection of original studies by both internationally renowned and emerging scholars seeks to improve upon this state of affairs. It does so by offering some of the first systematic investigations of naturally-occurring spoken interaction in telephone helplines. Using the methods of Conversation Analysis, each of the contributors offers a detailed investigation into the skills and competencies that callers and call-takers routinely draw upon when engaging one another within a range of helplines. Helplines in the US, the UK, Australia, Scandinavia, The Netherlands, and Ireland, dealing with the provision of healthcare, emotional support and counselling, technical assistance and consumer rights, tourism and finance, make up the studies in the volume. Collectively and individually, the research provides fascinating insight into an under-researched area of modern living and demonstrates the relevance and potential of helplines for the growing field of institutional interaction.

This book will be of interest to students of communication, applied linguistics, discourse and conversation, sociology, counselling, technology and work, social psychology and anthropology.

[Pragmatics & Beyond New Series, 143]  2005.  xviii, 352 pp.
Publishing status: Available
Table of Contents
Notes on contributors
xi–xiv
Preface
xv–xvii
Calling for help: An introduction
Alan Firth, Michael Emmison and Carolyn Baker
1–35
Technical assistance
Calibrating for competence in calls to technical support
Carolyn Baker, Michael Emmison and Alan Firth
39–62
Collaborative problem description in help desk calls
Hanneke Houtkoop, Frank Jansen and Anja Walstock
63–89
The metaphoric use of space in expert-lay interaction about computing systems
Wilbert Kraan
91–105
Emotional support
The mitigation of advice: Interactional dilemmas of peers on a telephone support service
Christopher Pudlinski
109–131
Four observations on openings in calls to Kids Help Line
Susan Danby, Carolyn Baker and Michael Emmison
133–151
‘I just want to hear somebody right now’: Managing identities on a telephone helpline
Hedwig te Molder
153–173
Healthcare provision
Callers’ presentations of problems in telephone calls to Swedish primary care
Vesa Leppanen
177–205
Constructing and negotiating advice in calls to a poison information center
Hakan Landqvist
207–234
Consumer assistance
Opportunities for negotiation at the interface of phone calls and service-counter interaction: A case study
Denise Chappell
237–256
Institutionality at issue: The helpline call as a ‘language game’
Brian Torode
257–283
Aspects of call management
Some initial reflections on conversational structures for instruction giving
Ged M. Murtagh
287–307
Working a call: Multiparty management and interactional infrastructure in calls for help
Jack Whalen and Don H. Zimmerman
309–345
Name Index
347–348
Subject Index
349–351
“[...] Calling for Help brings out various aspects of institutional talk that have been scantly studied by discourse analysts. In this respect, this book has opened a new frontier in conversation analysis. Because of its approach to language as a means of social interaction, the book can offer a great deal to those interested in studying language in society.”
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Subjects

Communication Studies

Communication Studies
BIC Subject: CF – Linguistics
BISAC Subject: LAN009000 – LANGUAGE ARTS & DISCIPLINES / Linguistics / General
U.S. Library of Congress Control Number:  2005050837 | Marc record