34005305 03 01 01 JB code JB John Benjamins Publishing Company 01 JB code P&bns 143 Hb 15 9789027253866 06 10.1075/pbns.143 13 2005050837 00 BB 01 245 mm 02 164 mm 08 800 gr 10 01 JB code P&bns 02 0922-842X 02 143.00 01 02 Pragmatics & Beyond New Series Pragmatics & Beyond New Series 01 01 Calling for Help Language and social interaction in telephone helplines Calling for Help: Language and social interaction in telephone helplines 1 B01 01 JB code 161054005 Carolyn Baker Baker, Carolyn Carolyn Baker University of Queensland 07 https://benjamins.com/catalog/persons/161054005 2 B01 01 JB code 881054007 Michael Emmison Emmison, Michael Michael Emmison University of Queensland 07 https://benjamins.com/catalog/persons/881054007 3 B01 01 JB code 524054006 Alan Firth Firth, Alan Alan Firth Aalborg University 07 https://benjamins.com/catalog/persons/524054006 01 eng 11 372 03 03 xviii 03 00 352 03 01 22 302 03 2005 HM1111 04 Social interaction. 04 Helplines--Social aspects. 04 Telephone--Social aspects. 04 Telephone calls. 04 Interpersonal communication. 10 LAN009000 12 CF 24 JB code COMM.CGEN Communication Studies 24 JB code LIN.DISC Discourse studies 24 JB code LIN.PRAG Pragmatics 01 06 02 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 03 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.

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01 01 JB code pbns.143.01not 06 10.1075/pbns.143.01not xi xiv 4 Miscellaneous 1 01 04 Notes on contributors Notes on contributors 01 eng 01 01 JB code pbns.143.02pre 06 10.1075/pbns.143.02pre xv xvii 3 Miscellaneous 2 01 04 Preface Preface 01 eng 01 01 JB code pbns.143.03fir 06 10.1075/pbns.143.03fir 1 35 35 Article 3 01 04 Calling for help Calling for help 01 04 An introduction An introduction 1 A01 01 JB code 351056589 Alan Firth Firth, Alan Alan Firth 07 https://benjamins.com/catalog/persons/351056589 2 A01 01 JB code 915056590 Michael Emmison Emmison, Michael Michael Emmison 07 https://benjamins.com/catalog/persons/915056590 3 A01 01 JB code 135056591 Carolyn Baker Baker, Carolyn Carolyn Baker 07 https://benjamins.com/catalog/persons/135056591 01 eng 01 01 JB code pbns.143.04tec 06 10.1075/pbns.143.04tec Section header 4 01 04 Technical assistance Technical assistance 01 eng 01 01 JB code pbns.143.05bak 06 10.1075/pbns.143.05bak 39 62 24 Article 5 01 04 Calibrating for competence in calls to technical support Calibrating for competence in calls to technical support 1 A01 01 JB code 21056592 Carolyn Baker Baker, Carolyn Carolyn Baker 07 https://benjamins.com/catalog/persons/21056592 2 A01 01 JB code 334056593 Michael Emmison Emmison, Michael Michael Emmison 07 https://benjamins.com/catalog/persons/334056593 3 A01 01 JB code 537056594 Alan Firth Firth, Alan Alan Firth 07 https://benjamins.com/catalog/persons/537056594 01 eng 01 01 JB code pbns.143.06hou 06 10.1075/pbns.143.06hou 63 89 27 Article 6 01 04 Collaborative problem description in help desk calls Collaborative problem description in help desk calls 1 A01 01 JB code 788056595 Hanneke Houtkoop Houtkoop, Hanneke Hanneke Houtkoop 07 https://benjamins.com/catalog/persons/788056595 2 A01 01 JB code 8056596 Frank Jansen Jansen, Frank Frank Jansen 07 https://benjamins.com/catalog/persons/8056596 3 A01 01 JB code 212056597 Anja Walstock Walstock, Anja Anja Walstock 07 https://benjamins.com/catalog/persons/212056597 01 eng 01 01 JB code pbns.143.07kra 06 10.1075/pbns.143.07kra 91 105 15 Article 7 01 04 The metaphoric use of space in expert-lay interaction about computing systems The metaphoric use of space in expert-lay interaction about computing systems 1 A01 01 JB code 974056598 Wilbert Kraan Kraan, Wilbert Wilbert Kraan 07 https://benjamins.com/catalog/persons/974056598 01 eng 01 01 JB code pbns.143.08emo 06 10.1075/pbns.143.08emo Section header 8 01 04 Emotional support Emotional support 01 eng 01 01 JB code pbns.143.09pud 06 10.1075/pbns.143.09pud 109 131 23 Article 9 01 04 The mitigation of advice The mitigation of advice 01 04 Interactional dilemmas of peers on a telephone support service Interactional dilemmas of peers on a telephone support service 1 A01 01 JB code 275056599 Christopher Pudlinski Pudlinski, Christopher Christopher Pudlinski 07 https://benjamins.com/catalog/persons/275056599 01 eng 01 01 JB code pbns.143.10dan 06 10.1075/pbns.143.10dan 133 151 19 Article 10 01 04 Four observations on openings in calls to Kids Help Line Four observations on openings in calls to Kids Help Line 1 A01 01 JB code 534056600 Susan Danby Danby, Susan Susan Danby 07 https://benjamins.com/catalog/persons/534056600 2 A01 01 JB code 754056601 Carolyn Baker Baker, Carolyn Carolyn Baker 07 https://benjamins.com/catalog/persons/754056601 3 A01 01 JB code 881056602 Michael Emmison Emmison, Michael Michael Emmison 07 https://benjamins.com/catalog/persons/881056602 01 eng 01 01 JB code pbns.143.11mol 06 10.1075/pbns.143.11mol 153 173 21 Article 11 01 04 `I just want to hear somebody right now' ‘I just want to hear somebody right now’ 01 04 Managing identities on a telephone helpline Managing identities on a telephone helpline 1 A01 01 JB code 135056603 Hedwig Molder Molder, Hedwig Hedwig Molder 07 https://benjamins.com/catalog/persons/135056603 01 eng 01 01 JB code pbns.143.12hea 06 10.1075/pbns.143.12hea Section header 12 01 04 Healthcare provision Healthcare provision 01 eng 01 01 JB code pbns.143.13lep 06 10.1075/pbns.143.13lep 177 205 29 Article 13 01 04 Callers' presentations of problems in telephone calls to Swedish primary care Callers’ presentations of problems in telephone calls to Swedish primary care 1 A01 01 JB code 932056604 Vesa Leppanen Leppanen, Vesa Vesa Leppanen 07 https://benjamins.com/catalog/persons/932056604 01 eng 01 01 JB code pbns.143.14lan 06 10.1075/pbns.143.14lan 207 234 28 Article 14 01 04 Constructing and negotiating advice in calls to a poison information center Constructing and negotiating advice in calls to a poison information center 1 A01 01 JB code 195056605 Hakan Landqvist Landqvist, Hakan Hakan Landqvist 07 https://benjamins.com/catalog/persons/195056605 01 eng 01 01 JB code pbns.143.15con 06 10.1075/pbns.143.15con Section header 15 01 04 Consumer assistance Consumer assistance 01 eng 01 01 JB code pbns.143.16cha 06 10.1075/pbns.143.16cha 237 256 20 Article 16 01 04 Opportunities for negotiation at the interface of phone calls and service-counter interaction Opportunities for negotiation at the interface of phone calls and service-counter interaction 01 04 A case study A case study 1 A01 01 JB code 511056606 Denise Chappell Chappell, Denise Denise Chappell 07 https://benjamins.com/catalog/persons/511056606 01 eng 01 01 JB code pbns.143.17tor 06 10.1075/pbns.143.17tor 257 283 27 Article 17 01 04 Institutionality at issue Institutionality at issue 01 04 The helpline call as a `language game' The helpline call as a ‘language game’ 1 A01 01 JB code 741056607 Brian Torode Torode, Brian Brian Torode 07 https://benjamins.com/catalog/persons/741056607 01 eng 01 01 JB code pbns.143.18asp 06 10.1075/pbns.143.18asp Section header 18 01 04 Aspects of call management Aspects of call management 01 eng 01 01 JB code pbns.143.19mur 06 10.1075/pbns.143.19mur 287 307 21 Article 19 01 04 Some initial reflections on conversational structures for instruction giving Some initial reflections on conversational structures for instruction giving 1 A01 01 JB code 34056608 Ged M. Murtagh Murtagh, Ged M. Ged M. Murtagh 07 https://benjamins.com/catalog/persons/34056608 01 eng 01 01 JB code pbns.143.20wha 06 10.1075/pbns.143.20wha 309 345 37 Article 20 01 04 Working a call Working a call 01 04 Multiparty management and interactional infrastructure in calls for help Multiparty management and interactional infrastructure in calls for help 1 A01 01 JB code 818056609 Jack Whalen Whalen, Jack Jack Whalen 07 https://benjamins.com/catalog/persons/818056609 2 A01 01 JB code 34056610 Don H. Zimmerman Zimmerman, Don H. Don H. Zimmerman 07 https://benjamins.com/catalog/persons/34056610 01 eng 01 01 JB code pbns.143.21nam 06 10.1075/pbns.143.21nam 347 348 2 Miscellaneous 21 01 04 Name Index Name Index 01 eng 01 01 JB code pbns.143.22sub 06 10.1075/pbns.143.22sub 349 351 3 Miscellaneous 22 01 04 Subject Index Subject Index 01 eng 01 JB code JBENJAMINS John Benjamins Publishing Company 01 01 JB code JB John Benjamins Publishing Company 01 https://benjamins.com 02 https://benjamins.com/catalog/pbns.143 Amsterdam NL 00 John Benjamins Publishing Company Marketing Department / Karin Plijnaar, Pieter Lamers onix@benjamins.nl 04 01 00 20051013 C 2005 John Benjamins Publishing Company D 2005 John Benjamins Publishing Company 02 WORLD WORLD US CA MX 09 01 JB 1 John Benjamins Publishing Company +31 20 6304747 +31 20 6739773 bookorder@benjamins.nl 01 https://benjamins.com 21 21 20 01 00 Unqualified price 02 JB 1 02 120.00 EUR 02 00 Unqualified price 02 101.00 01 Z 0 GBP GB US CA MX 01 01 JB 2 John Benjamins Publishing Company +1 800 562-5666 +1 703 661-1501 benjamins@presswarehouse.com 01 https://benjamins.com 21 21 20 01 00 Unqualified price 02 JB 1 02 180.00 USD
454006744 03 01 01 JB code JB John Benjamins Publishing Company 01 JB code P&bns 143 Eb 15 9789027294081 06 10.1075/pbns.143 00 EA E107 10 01 JB code P&bns 02 0922-842X 02 143.00 01 02 Pragmatics & Beyond New Series Pragmatics & Beyond New Series 11 01 JB code jbe-all 01 02  EBA collection (ca. 4,100 titles) 11 01 JB code jbe-2015-all 01 02 Complete backlist (3208 titles, 1967–2015) 05 02 Complete backlist (1967–2015) 11 01 JB code jbe-2015-pbns 01 02 Pragmatics & Beyond New Series (vols. 1–259 1988–2015) 05 02 P&bns (vols. 1–259, 1988–2015) 11 01 JB code jbe-2015-communicationstudies 01 02 Subject collection: Communication Studies (152 titles, 2000–2015) 05 02 Communication Studies (2000–2015) 11 01 JB code jbe-2015-linguistics 01 02 Subject collection: Linguistics (2773 titles, 1967–2015) 05 02 Linguistics (1967–2015) 11 01 JB code jbe-2015-pragmatics 01 02 Subject collection: Pragmatics (804 titles, 1978–2015) 05 02 Pragmatics (1978–2015) 01 01 Calling for Help Language and social interaction in telephone helplines Calling for Help: Language and social interaction in telephone helplines 1 B01 01 JB code 161054005 Carolyn Baker Baker, Carolyn Carolyn Baker University of Queensland 07 https://benjamins.com/catalog/persons/161054005 2 B01 01 JB code 881054007 Michael Emmison Emmison, Michael Michael Emmison University of Queensland 07 https://benjamins.com/catalog/persons/881054007 3 B01 01 JB code 524054006 Alan Firth Firth, Alan Alan Firth Aalborg University 07 https://benjamins.com/catalog/persons/524054006 01 eng 11 372 03 03 xviii 03 00 352 03 01 22 302 03 2005 HM1111 04 Social interaction. 04 Helplines--Social aspects. 04 Telephone--Social aspects. 04 Telephone calls. 04 Interpersonal communication. 10 LAN009000 12 CF 24 JB code COMM.CGEN Communication Studies 24 JB code LIN.DISC Discourse studies 24 JB code LIN.PRAG Pragmatics 01 06 02 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 03 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.

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01 01 JB code pbns.143.01not 06 10.1075/pbns.143.01not xi xiv 4 Miscellaneous 1 01 04 Notes on contributors Notes on contributors 01 eng 01 01 JB code pbns.143.02pre 06 10.1075/pbns.143.02pre xv xvii 3 Miscellaneous 2 01 04 Preface Preface 01 eng 01 01 JB code pbns.143.03fir 06 10.1075/pbns.143.03fir 1 35 35 Article 3 01 04 Calling for help Calling for help 01 04 An introduction An introduction 1 A01 01 JB code 351056589 Alan Firth Firth, Alan Alan Firth 07 https://benjamins.com/catalog/persons/351056589 2 A01 01 JB code 915056590 Michael Emmison Emmison, Michael Michael Emmison 07 https://benjamins.com/catalog/persons/915056590 3 A01 01 JB code 135056591 Carolyn Baker Baker, Carolyn Carolyn Baker 07 https://benjamins.com/catalog/persons/135056591 01 eng 01 01 JB code pbns.143.04tec 06 10.1075/pbns.143.04tec Section header 4 01 04 Technical assistance Technical assistance 01 eng 01 01 JB code pbns.143.05bak 06 10.1075/pbns.143.05bak 39 62 24 Article 5 01 04 Calibrating for competence in calls to technical support Calibrating for competence in calls to technical support 1 A01 01 JB code 21056592 Carolyn Baker Baker, Carolyn Carolyn Baker 07 https://benjamins.com/catalog/persons/21056592 2 A01 01 JB code 334056593 Michael Emmison Emmison, Michael Michael Emmison 07 https://benjamins.com/catalog/persons/334056593 3 A01 01 JB code 537056594 Alan Firth Firth, Alan Alan Firth 07 https://benjamins.com/catalog/persons/537056594 01 eng 01 01 JB code pbns.143.06hou 06 10.1075/pbns.143.06hou 63 89 27 Article 6 01 04 Collaborative problem description in help desk calls Collaborative problem description in help desk calls 1 A01 01 JB code 788056595 Hanneke Houtkoop Houtkoop, Hanneke Hanneke Houtkoop 07 https://benjamins.com/catalog/persons/788056595 2 A01 01 JB code 8056596 Frank Jansen Jansen, Frank Frank Jansen 07 https://benjamins.com/catalog/persons/8056596 3 A01 01 JB code 212056597 Anja Walstock Walstock, Anja Anja Walstock 07 https://benjamins.com/catalog/persons/212056597 01 eng 01 01 JB code pbns.143.07kra 06 10.1075/pbns.143.07kra 91 105 15 Article 7 01 04 The metaphoric use of space in expert-lay interaction about computing systems The metaphoric use of space in expert-lay interaction about computing systems 1 A01 01 JB code 974056598 Wilbert Kraan Kraan, Wilbert Wilbert Kraan 07 https://benjamins.com/catalog/persons/974056598 01 eng 01 01 JB code pbns.143.08emo 06 10.1075/pbns.143.08emo Section header 8 01 04 Emotional support Emotional support 01 eng 01 01 JB code pbns.143.09pud 06 10.1075/pbns.143.09pud 109 131 23 Article 9 01 04 The mitigation of advice The mitigation of advice 01 04 Interactional dilemmas of peers on a telephone support service Interactional dilemmas of peers on a telephone support service 1 A01 01 JB code 275056599 Christopher Pudlinski Pudlinski, Christopher Christopher Pudlinski 07 https://benjamins.com/catalog/persons/275056599 01 eng 01 01 JB code pbns.143.10dan 06 10.1075/pbns.143.10dan 133 151 19 Article 10 01 04 Four observations on openings in calls to Kids Help Line Four observations on openings in calls to Kids Help Line 1 A01 01 JB code 534056600 Susan Danby Danby, Susan Susan Danby 07 https://benjamins.com/catalog/persons/534056600 2 A01 01 JB code 754056601 Carolyn Baker Baker, Carolyn Carolyn Baker 07 https://benjamins.com/catalog/persons/754056601 3 A01 01 JB code 881056602 Michael Emmison Emmison, Michael Michael Emmison 07 https://benjamins.com/catalog/persons/881056602 01 eng 01 01 JB code pbns.143.11mol 06 10.1075/pbns.143.11mol 153 173 21 Article 11 01 04 `I just want to hear somebody right now' ‘I just want to hear somebody right now’ 01 04 Managing identities on a telephone helpline Managing identities on a telephone helpline 1 A01 01 JB code 135056603 Hedwig Molder Molder, Hedwig Hedwig Molder 07 https://benjamins.com/catalog/persons/135056603 01 eng 01 01 JB code pbns.143.12hea 06 10.1075/pbns.143.12hea Section header 12 01 04 Healthcare provision Healthcare provision 01 eng 01 01 JB code pbns.143.13lep 06 10.1075/pbns.143.13lep 177 205 29 Article 13 01 04 Callers' presentations of problems in telephone calls to Swedish primary care Callers’ presentations of problems in telephone calls to Swedish primary care 1 A01 01 JB code 932056604 Vesa Leppanen Leppanen, Vesa Vesa Leppanen 07 https://benjamins.com/catalog/persons/932056604 01 eng 01 01 JB code pbns.143.14lan 06 10.1075/pbns.143.14lan 207 234 28 Article 14 01 04 Constructing and negotiating advice in calls to a poison information center Constructing and negotiating advice in calls to a poison information center 1 A01 01 JB code 195056605 Hakan Landqvist Landqvist, Hakan Hakan Landqvist 07 https://benjamins.com/catalog/persons/195056605 01 eng 01 01 JB code pbns.143.15con 06 10.1075/pbns.143.15con Section header 15 01 04 Consumer assistance Consumer assistance 01 eng 01 01 JB code pbns.143.16cha 06 10.1075/pbns.143.16cha 237 256 20 Article 16 01 04 Opportunities for negotiation at the interface of phone calls and service-counter interaction Opportunities for negotiation at the interface of phone calls and service-counter interaction 01 04 A case study A case study 1 A01 01 JB code 511056606 Denise Chappell Chappell, Denise Denise Chappell 07 https://benjamins.com/catalog/persons/511056606 01 eng 01 01 JB code pbns.143.17tor 06 10.1075/pbns.143.17tor 257 283 27 Article 17 01 04 Institutionality at issue Institutionality at issue 01 04 The helpline call as a `language game' The helpline call as a ‘language game’ 1 A01 01 JB code 741056607 Brian Torode Torode, Brian Brian Torode 07 https://benjamins.com/catalog/persons/741056607 01 eng 01 01 JB code pbns.143.18asp 06 10.1075/pbns.143.18asp Section header 18 01 04 Aspects of call management Aspects of call management 01 eng 01 01 JB code pbns.143.19mur 06 10.1075/pbns.143.19mur 287 307 21 Article 19 01 04 Some initial reflections on conversational structures for instruction giving Some initial reflections on conversational structures for instruction giving 1 A01 01 JB code 34056608 Ged M. Murtagh Murtagh, Ged M. Ged M. Murtagh 07 https://benjamins.com/catalog/persons/34056608 01 eng 01 01 JB code pbns.143.20wha 06 10.1075/pbns.143.20wha 309 345 37 Article 20 01 04 Working a call Working a call 01 04 Multiparty management and interactional infrastructure in calls for help Multiparty management and interactional infrastructure in calls for help 1 A01 01 JB code 818056609 Jack Whalen Whalen, Jack Jack Whalen 07 https://benjamins.com/catalog/persons/818056609 2 A01 01 JB code 34056610 Don H. Zimmerman Zimmerman, Don H. Don H. Zimmerman 07 https://benjamins.com/catalog/persons/34056610 01 eng 01 01 JB code pbns.143.21nam 06 10.1075/pbns.143.21nam 347 348 2 Miscellaneous 21 01 04 Name Index Name Index 01 eng 01 01 JB code pbns.143.22sub 06 10.1075/pbns.143.22sub 349 351 3 Miscellaneous 22 01 04 Subject Index Subject Index 01 eng 01 JB code JBENJAMINS John Benjamins Publishing Company 01 01 JB code JB John Benjamins Publishing Company 01 https://benjamins.com 02 https://benjamins.com/catalog/pbns.143 Amsterdam NL 00 John Benjamins Publishing Company Marketing Department / Karin Plijnaar, Pieter Lamers onix@benjamins.nl 04 01 00 20051013 C 2005 John Benjamins Publishing Company D 2005 John Benjamins Publishing Company 02 WORLD 13 15 9789027253866 WORLD 09 01 JB 3 John Benjamins e-Platform 03 https://jbe-platform.com 29 https://jbe-platform.com/content/books/9789027294081 21 01 00 Unqualified price 02 120.00 EUR 01 00 Unqualified price 02 101.00 GBP GB 01 00 Unqualified price 02 180.00 USD
557013710 03 01 01 JB code JB John Benjamins Publishing Company 01 JB code P&bns 143 GE 15 9789027294081 06 10.1075/pbns.143 00 EA E133 10 01 JB code P&bns 02 JB code 0922-842X 02 143.00 01 02 Pragmatics & Beyond New Series Pragmatics & Beyond New Series 01 01 Calling for Help Calling for Help 1 B01 01 JB code 161054005 Carolyn Baker Baker, Carolyn Carolyn Baker University of Queensland 2 B01 01 JB code 881054007 Michael Emmison Emmison, Michael Michael Emmison University of Queensland 3 B01 01 JB code 524054006 Alan Firth Firth, Alan Alan Firth Aalborg University 01 eng 11 372 03 03 xviii 03 00 352 03 24 JB code COMM.CGEN Communication Studies 24 JB code LIN.DISC Discourse studies 24 JB code LIN.PRAG Pragmatics 10 LAN009000 12 CF 01 06 02 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 03 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.

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01 01 JB code pbns.143.01not 06 10.1075/pbns.143.01not xi xiv 4 Miscellaneous 1 01 04 Notes on contributors Notes on contributors 01 01 JB code pbns.143.02pre 06 10.1075/pbns.143.02pre xv xvii 3 Miscellaneous 2 01 04 Preface Preface 01 01 JB code pbns.143.03fir 06 10.1075/pbns.143.03fir 1 35 35 Article 3 01 04 Calling for help Calling for help 01 04 An introduction An introduction 1 A01 01 JB code 351056589 Alan Firth Firth, Alan Alan Firth 2 A01 01 JB code 915056590 Michael Emmison Emmison, Michael Michael Emmison 3 A01 01 JB code 135056591 Carolyn Baker Baker, Carolyn Carolyn Baker 01 01 JB code pbns.143.04tec 06 10.1075/pbns.143.04tec Section header 4 01 04 Technical assistance Technical assistance 01 01 JB code pbns.143.05bak 06 10.1075/pbns.143.05bak 39 62 24 Article 5 01 04 Calibrating for competence in calls to technical support Calibrating for competence in calls to technical support 1 A01 01 JB code 21056592 Carolyn Baker Baker, Carolyn Carolyn Baker 2 A01 01 JB code 334056593 Michael Emmison Emmison, Michael Michael Emmison 3 A01 01 JB code 537056594 Alan Firth Firth, Alan Alan Firth 01 01 JB code pbns.143.06hou 06 10.1075/pbns.143.06hou 63 89 27 Article 6 01 04 Collaborative problem description in help desk calls Collaborative problem description in help desk calls 1 A01 01 JB code 788056595 Hanneke Houtkoop Houtkoop, Hanneke Hanneke Houtkoop 2 A01 01 JB code 8056596 Frank Jansen Jansen, Frank Frank Jansen 3 A01 01 JB code 212056597 Anja Walstock Walstock, Anja Anja Walstock 01 01 JB code pbns.143.07kra 06 10.1075/pbns.143.07kra 91 105 15 Article 7 01 04 The metaphoric use of space in expert-lay interaction about computing systems The metaphoric use of space in expert-lay interaction about computing systems 1 A01 01 JB code 974056598 Wilbert Kraan Kraan, Wilbert Wilbert Kraan 01 01 JB code pbns.143.08emo 06 10.1075/pbns.143.08emo Section header 8 01 04 Emotional support Emotional support 01 01 JB code pbns.143.09pud 06 10.1075/pbns.143.09pud 109 131 23 Article 9 01 04 The mitigation of advice The mitigation of advice 01 04 Interactional dilemmas of peers on a telephone support service Interactional dilemmas of peers on a telephone support service 1 A01 01 JB code 275056599 Christopher Pudlinski Pudlinski, Christopher Christopher Pudlinski 01 01 JB code pbns.143.10dan 06 10.1075/pbns.143.10dan 133 151 19 Article 10 01 04 Four observations on openings in calls to Kids Help Line Four observations on openings in calls to Kids Help Line 1 A01 01 JB code 534056600 Susan Danby Danby, Susan Susan Danby 2 A01 01 JB code 754056601 Carolyn Baker Baker, Carolyn Carolyn Baker 3 A01 01 JB code 881056602 Michael Emmison Emmison, Michael Michael Emmison 01 01 JB code pbns.143.11mol 06 10.1075/pbns.143.11mol 153 173 21 Article 11 01 04 `I just want to hear somebody right now' ‘I just want to hear somebody right now’ 01 04 Managing identities on a telephone helpline Managing identities on a telephone helpline 1 A01 01 JB code 135056603 Hedwig Molder Molder, Hedwig Hedwig Molder 01 01 JB code pbns.143.12hea 06 10.1075/pbns.143.12hea Section header 12 01 04 Healthcare provision Healthcare provision 01 01 JB code pbns.143.13lep 06 10.1075/pbns.143.13lep 177 205 29 Article 13 01 04 Callers' presentations of problems in telephone calls to Swedish primary care Callers’ presentations of problems in telephone calls to Swedish primary care 1 A01 01 JB code 932056604 Vesa Leppanen Leppanen, Vesa Vesa Leppanen 01 01 JB code pbns.143.14lan 06 10.1075/pbns.143.14lan 207 234 28 Article 14 01 04 Constructing and negotiating advice in calls to a poison information center Constructing and negotiating advice in calls to a poison information center 1 A01 01 JB code 195056605 Hakan Landqvist Landqvist, Hakan Hakan Landqvist 01 01 JB code pbns.143.15con 06 10.1075/pbns.143.15con Section header 15 01 04 Consumer assistance Consumer assistance 01 01 JB code pbns.143.16cha 06 10.1075/pbns.143.16cha 237 256 20 Article 16 01 04 Opportunities for negotiation at the interface of phone calls and service-counter interaction Opportunities for negotiation at the interface of phone calls and service-counter interaction 01 04 A case study A case study 1 A01 01 JB code 511056606 Denise Chappell Chappell, Denise Denise Chappell 01 01 JB code pbns.143.17tor 06 10.1075/pbns.143.17tor 257 283 27 Article 17 01 04 Institutionality at issue Institutionality at issue 01 04 The helpline call as a `language game' The helpline call as a ‘language game’ 1 A01 01 JB code 741056607 Brian Torode Torode, Brian Brian Torode 01 01 JB code pbns.143.18asp 06 10.1075/pbns.143.18asp Section header 18 01 04 Aspects of call management Aspects of call management 01 01 JB code pbns.143.19mur 06 10.1075/pbns.143.19mur 287 307 21 Article 19 01 04 Some initial reflections on conversational structures for instruction giving Some initial reflections on conversational structures for instruction giving 1 A01 01 JB code 34056608 Ged M. Murtagh Murtagh, Ged M. Ged M. Murtagh 01 01 JB code pbns.143.20wha 06 10.1075/pbns.143.20wha 309 345 37 Article 20 01 04 Working a call Working a call 01 04 Multiparty management and interactional infrastructure in calls for help Multiparty management and interactional infrastructure in calls for help 1 A01 01 JB code 818056609 Jack Whalen Whalen, Jack Jack Whalen 2 A01 01 JB code 34056610 Don H. Zimmerman Zimmerman, Don H. Don H. Zimmerman 01 01 JB code pbns.143.21nam 06 10.1075/pbns.143.21nam 347 348 2 Miscellaneous 21 01 04 Name Index Name Index 01 01 JB code pbns.143.22sub 06 10.1075/pbns.143.22sub 349 351 3 Miscellaneous 22 01 04 Subject Index Subject Index 01 JB code JBENJAMINS John Benjamins Publishing Company 01 01 JB code JB John Benjamins Publishing Company 01 https://benjamins.com Amsterdam NL 00 John Benjamins Publishing Company Marketing Department / Karin Plijnaar, Pieter Lamers onix@benjamins.nl 04 01 00 20051013 C 2005 John Benjamins Publishing Company D 2005 John Benjamins Publishing Company 02 WORLD 13 15 9789027253866 WORLD 03 01 JB 17 Google 03 https://play.google.com/store/books 21 01 00 Unqualified price 00 120.00 EUR 01 00 Unqualified price 00 101.00 GBP 01 00 Unqualified price 00 180.00 USD