conversation analysis and telephone helplines for health and illness: A narrative review
conversation analysis and telephone helplines for health and illness: A narrative review
What do we know about how telephone helplines support, inform, and advise people with a range of physical and mental health concerns? Conversation Analysis has over the recent decade provided a wealth of analytic insight into how call takers and callers bring off what are sometimes very sensitive and challenging encounters. We review 37 studies offering fine-grained analysis of audio-recorded naturally occurring helpline interactions. We describe the main practices identified, including openings and trouble-tellings, emotions and responses, advice giving, closings, authenticity, identity, and assessments. We conclude with consideration of how the study of helplines might evolve, including the comparison of telephone-based support with that provided via other technologies such as online chat. Data are in British English.
193-211
Bloch, Steven
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Leydon, Geraldine
c5cdaff5-0fa1-4d38-b575-b97c2892ec40
Bloch, Steven
dfff587d-560d-4b47-9cac-2583a761fecd
Leydon, Geraldine
c5cdaff5-0fa1-4d38-b575-b97c2892ec40
Bloch, Steven and Leydon, Geraldine
(2019)
conversation analysis and telephone helplines for health and illness: A narrative review.
Research on Language and Social Interaction, 52 (3), , [52(3)].
(doi:10.1080/08351813.2019.1631035).
Abstract
What do we know about how telephone helplines support, inform, and advise people with a range of physical and mental health concerns? Conversation Analysis has over the recent decade provided a wealth of analytic insight into how call takers and callers bring off what are sometimes very sensitive and challenging encounters. We review 37 studies offering fine-grained analysis of audio-recorded naturally occurring helpline interactions. We describe the main practices identified, including openings and trouble-tellings, emotions and responses, advice giving, closings, authenticity, identity, and assessments. We conclude with consideration of how the study of helplines might evolve, including the comparison of telephone-based support with that provided via other technologies such as online chat. Data are in British English.
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e-pub ahead of print date: 15 August 2019
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Local EPrints ID: 446822
URI: http://eprints.soton.ac.uk/id/eprint/446822
PURE UUID: 5673e104-af4e-45f4-be9b-b12fc345938d
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Date deposited: 23 Feb 2021 17:32
Last modified: 17 Mar 2024 03:02
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Steven Bloch
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