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Calling for help : language and social interaction in telephone helplines / edited by Carolyn D. Baker, Michael Emmison, Alan Firth.

Contributor(s): Material type: TextTextSeries: Pragmatics & beyond ; new ser., v. 143.Publisher: Amsterdam ; Philadelphia : J. Benjamins Pub. Co., [2005]Copyright date: ©2005Description: xvii, 351 pages ; 26 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9027253862
  • 9789027253866
Subject(s): DDC classification:
  • 302 22
LOC classification:
  • HM1111 .C35 2005
Contents:
Ch. 1. Calling for help : an introduction / Alan Firth, Michael Emmison and Carolyn Baker -- Ch. 2. Calibrating for competence in calls to technical support / Carolyn Baker, Michael Emmison and Alan Firth -- Ch. 3. Collaborative problem description in help desk calls / Hanneke Houtkoop, Frank Jansen and Anja Walstock -- Ch. 4. The metaphoric use of space in expert-lay interaction about computing systems / Wilbert Kraan -- Ch. 5. The mitigation of advice : interactional dilemmas of peers on a telephone support service / Christopher Pudlinski -- Ch. 6. Four observations on openings in calls to Kids help line / Susan Danby, Carolyn Baker and Michael Emmison -- Ch. 7. 'I just want to hear somebody right now' : managing identities on a telephone helpline / Hedwig te Molder -- Ch. 8. Callers' presentations of problems in telephone calls to Swedish primary care / Vesa Leppanen -- Ch. 9. Constructing and negotiating advice in calls to a poison information center / Hakan Landqvist -- Ch. 10. Opportunities for negotiation at the interface of phone calls and service-counter interaction : a case study / Denise Chappell -- Ch. 11. Institutionality at issue : the helpline call as a 'language game' / Brian Torode -- Ch. 12. Some initial reflections on conversational structures for instruction giving / Ged M. Murtagh -- Ch. 13. Working a call : multiparty management and interactional infrastructure in calls for help / Jack Whalen and Don H. Zimmerman.
Review: "This book will be of interest to students of communication, applied linguistics, discourse and conversation, sociology, counselling, technology and work, social psychology and anthropology."--BOOK JACKET.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book City Campus City Campus Main Collection 302 CAL (Browse shelf(Opens below)) 1 Available A397572B
Book City Campus City Campus Main Collection 302 CAL (Browse shelf(Opens below)) 1 Available A406642B

Includes bibliographical references and index.

Ch. 1. Calling for help : an introduction / Alan Firth, Michael Emmison and Carolyn Baker -- Ch. 2. Calibrating for competence in calls to technical support / Carolyn Baker, Michael Emmison and Alan Firth -- Ch. 3. Collaborative problem description in help desk calls / Hanneke Houtkoop, Frank Jansen and Anja Walstock -- Ch. 4. The metaphoric use of space in expert-lay interaction about computing systems / Wilbert Kraan -- Ch. 5. The mitigation of advice : interactional dilemmas of peers on a telephone support service / Christopher Pudlinski -- Ch. 6. Four observations on openings in calls to Kids help line / Susan Danby, Carolyn Baker and Michael Emmison -- Ch. 7. 'I just want to hear somebody right now' : managing identities on a telephone helpline / Hedwig te Molder -- Ch. 8. Callers' presentations of problems in telephone calls to Swedish primary care / Vesa Leppanen -- Ch. 9. Constructing and negotiating advice in calls to a poison information center / Hakan Landqvist -- Ch. 10. Opportunities for negotiation at the interface of phone calls and service-counter interaction : a case study / Denise Chappell -- Ch. 11. Institutionality at issue : the helpline call as a 'language game' / Brian Torode -- Ch. 12. Some initial reflections on conversational structures for instruction giving / Ged M. Murtagh -- Ch. 13. Working a call : multiparty management and interactional infrastructure in calls for help / Jack Whalen and Don H. Zimmerman.

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

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