In:Calling for Help: Language and social interaction in telephone helplines
Edited by Carolyn Baker, Michael Emmison and Alan Firth
[Pragmatics & Beyond New Series 143] 2005
► pp. v–x
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Published online: 13 October 2005
https://doi.org/10.1075/pbns.143.toc
https://doi.org/10.1075/pbns.143.toc
Table of contents
Notes on contributors
Preface
Calling for help: An introduction
Technical assistance
Calibrating for competence in calls to technical support
Collaborative problem description in help desk calls
The metaphoric use of space in expert-lay interaction about computing systems
Emotional support
The mitigation of advice: Interactional dilemmas of peers on a telephone support service
Four observations on openings in calls to Kids Help Line
‘I just want to hear somebody right now’: Managing identities on a telephone helpline
Healthcare provision
Callers’ presentations of problems in telephone calls to Swedish primary care
Constructing and negotiating advice in calls to a poison information center
Consumer assistance
Opportunities for negotiation at the interface of phone calls and service-counter interaction: A case study
Institutionality at issue: The helpline call as a ‘language game’
Aspects of call management
Some initial reflections on conversational structures for instruction giving
Working a call: Multiparty management and interactional infrastructure in calls for help
Name Index
Subject Index
