M. explores the theoretical implications of analyzing language use in its natural setting of face-to-face interaction, and she suggests an analysis for how the verbal and non-verbal modalities are made use of in 'service encounters' and the 'service-like events in the classroom'. The interweaving of the modalities is said to be patterned similarly in both events, which suggests continuity across event-types and general features about the relative 'communicative loading' of the two modalities.