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Helpline discourse

chapter
posted on 19.06.2015 by Carly Butler, Susan Danby, Jessica Harris
Helplines are services where callers can request help, advice, information, or support. While such help is usually offered through telephone helplines, Web chat and e-mail helplines are becoming increasingly available to members of the public. Helplines tend to offer specialized services, such as responding to computer-software queries or medical and health issues or seeking information about natural disasters. Further, they may be aimed at particular populations, such as children and young people. The earliest research investigating discourse in calls to helplines in social interactional research began in the 1960s, with Sacks' early work on calls made to a suicide prevention center. Since then interactional research has produced a wealth of understandings of the mundane and institutional interactional practices through which help is sought and delivered. In addition to discussing the breadth of research into helplines, this article explores the relationship between philosophies and interactional practices of helpline services

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Published in

International Encyclopedia of Language and Social Interaction

Pages

xx - xx

Citation

BUTLER, C.W. et al., 2015. Helpline discourse. IN: Tracy, K., Ilie, C. and Sandel, T. (eds.) International Encyclopedia of Language and Social Interaction, Oxford: Wiley, Vol. 1, pp.725-733.

Publisher

© Wiley

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2015

Notes

This book chapter is in closed access.

ISBN

9781118611463;9781118611104

Language

en

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Keyword(s)

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