Publication details [#66864]
Bloch, Steven and Geraldine Leydon. 2019. Conversation Analysis and Telephone Helplines for Health and Illness: A Narrative Review. Research on Language and Social Interaction 52 (3) : 193–211.
Article in journal
This inquiry reviews 37 studies proposing fine-grained analysis of audio-recorded naturally occurring helpline interactions. It describes the main practices identified, including openings and trouble-tellings, emotions and responses, advice giving, closings, authenticity, identity, and assessments.