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Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness
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, manag...
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| Main Authors: | , , |
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| Format: | Default Article |
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2014
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| Online Access: | https://hdl.handle.net/2134/15720 |
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| _version_ | 1818173295580676096 |
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| author | Alexa Hepburn Sue Wilkinson Carly Butler |
| author_facet | Alexa Hepburn Sue Wilkinson Carly Butler |
| author_sort | Alexa Hepburn (1255665) |
| collection | Figshare |
| description | 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. |
| format | Default Article |
| id | rr-article-9475850 |
| institution | Loughborough University |
| publishDate | 2014 |
| record_format | Figshare |
| spelling | rr-article-94758502014-01-01T00:00:00Z Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness Alexa Hepburn (1255665) Sue Wilkinson (1255326) Carly Butler (1254936) Other human society not elsewhere classified Other language, communication and culture not elsewhere classified untagged Language, Communication and Culture not elsewhere classified Studies in Human Society not elsewhere classified 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. 2014-01-01T00:00:00Z Text Journal contribution 2134/15720 https://figshare.com/articles/journal_contribution/Intervening_with_conversation_analysis_in_telephone_helpline_services_strategies_to_improve_effectiveness/9475850 CC BY-NC-ND 4.0 |
| spellingShingle | Other human society not elsewhere classified Other language, communication and culture not elsewhere classified untagged Language, Communication and Culture not elsewhere classified Studies in Human Society not elsewhere classified Alexa Hepburn Sue Wilkinson Carly Butler Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| title | Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| title_full | Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| title_fullStr | Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| title_full_unstemmed | Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| title_short | Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| title_sort | intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness |
| topic | Other human society not elsewhere classified Other language, communication and culture not elsewhere classified untagged Language, Communication and Culture not elsewhere classified Studies in Human Society not elsewhere classified |
| url | https://hdl.handle.net/2134/15720 |