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Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness

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journal contribution
posted on 01.09.2014 by Alexa Hepburn, Sue Wilkinson, Carly Butler
This article overviews the way conversation analytic work on telephone helplines can make an impact in practical situations. It takes three illustrative themes in helpline research: (a) the giving, receiving, and resisting of advice; (b) the expression of strong emotion and its identification, management, and then coordination with helpline goals; and (c) how helplines' policies and practices shape the interactions between caller and call taker. For each of these themes, we show how conversation analysis research insights have been applied to improve helpline effectiveness. This has been done through a variety of practice-based reports, consultancy exercises, and training initiatives, including workshops where we aim to identify and facilitate good practice. Intervention studies of this type are at the forefront of interactional research on telephone helplines. Data are in Australian and British English.

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Published in

Research on Language and Social Interaction

Volume

47

Issue

3

Pages

239 - 254

Citation

HEPBURN, A., WILKINSON, S. and BUTLER, C.W., 2014. Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness. Research on Language and Social Interaction, 47(3), pp.239-254.

Publisher

Taylor & Francis (© Crown Copyright)

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

2014

Notes

This is an Accepted Manuscript of an article published by Taylor & Francis Group in the Research on Language and Social Interaction on 06/08/2014, available online: http://dx.doi.org/10.1080/08351813.2014.925661

ISSN

0835-1813

Language

en

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