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Lookup NU author(s): Dr Alan Firth
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Author(s): Baker C, Emmison M, Firth A
Editor(s): Baker, C.D., Emmison, M., Firth, A.
Publication type: Book Chapter
Publication status: Published
Book Title: Calling for Help: Language and social interaction in telephone helplines
Year: 2005
Pages: 39-62
Series Title: Pragmatics & Beyond New Series
Publisher: John Benjamins Publishing Company
Place Published: Amsterdam
Notes: 'Calibrating for competence in calls to technical support' is the first of the three chapters in the technical assistance section of the book. Through the analysis of actual caller-call-taker (CT) conversational data, the authors demonstrate that the CT orients him/herself to and accommodates for the technical competence demonstrated by the caller and that both of them show their 'social-interactional' competence to understand and adjust to what each says about the problem to the other and about their understanding and resolution of the problem.
Library holdings: Search Newcastle University Library for this item
ISBN: 9789027253866
