Calling for help : language and social interaction in telephone helplines / edited by Carolyn D. Baker, Michael Emmison, Alan Firth.
Material type: TextSeries: Pragmatics & beyond ; new ser., v. 143.Publisher: Amsterdam ; Philadelphia : J. Benjamins Pub. Co., [2005]Copyright date: ©2005Description: xvii, 351 pages ; 26 cmContent type:- text
- unmediated
- volume
- 9027253862
- 9789027253866
- 302 22
- HM1111 .C35 2005
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 |
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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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