8008(r1) Hepburn Wilkinson and Butler + editor.pdf (177.32 kB)
Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness
journal contributionposted on 2014-09-01, 11:33 authored 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.
- Social Sciences
- Communication, Media, Social and Policy Studies
Published inResearch on Language and Social Interaction
Pages239 - 254
CitationHEPBURN, 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.
PublisherTaylor & Francis (© Crown Copyright)
- AM (Accepted Manuscript)
Publisher statementThis 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/
NotesThis 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