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Lookup NU author(s): Dr Alan Firth
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Author(s): Firth A; Baker C; Emmison M
Editor(s): McHoul, A; Rapley, M
Publication type: Book Chapter
Publication status: Published
Book Title: How To Analyse Talk in Institutional Settings : A Casebook of Methods
Year: 2001
Pages: 41-56
Publisher: Continuum
Place Published: London
Notes: This is one of the first papers to present detailed analyses of naturally-occurring telephone helpline interactional materials. The paper examines how calls to a technical helpline are opened, and how the structures of the openings in the calls allow the participants to accomplish a variety of setting-relevant tasks, such as demonstrating and assessing technical competence. This allows call-takers (as ‘experts’) to question and instruct callers in ways that are commensurate with the caller’s technical ability and know-how. It also uncovers, describes, and discusses the significance of the narrative format of callers’ ‘problem descriptions’. In addition, the paper has a pedagogical focus, and demonstrates (through meta-commentaries) how discourse-focused, workplace-based research can be undertaken.
Library holdings: Search Newcastle University Library for this item
ISBN: 9780826454645
