Herijgers2017

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Herijgers2017
BibType ARTICLE
Key Herijgers2017
Author(s) Marloes Herijgers, Henk Pander Maat
Title Navigating contextual constraints in discourse: Design explications in institutional talk
Editor(s)
Tag(s) constraint management, design constraints, discourse analysis, discourse design, institutional interaction, language use and context, structure and agency
Publisher
Year 2017
Language English
City
Month
Journal Discourse Studies
Volume 19
Number 3
Pages 272-290
URL Link
DOI 10.1177/1461445617701811
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

Although institutional discourse is subject to a vast ensemble of constraints, its design is not fixed beforehand. On the contrary, optimizing the satisfaction of these constraints requires considerable discourse design skills from institutional agents. In this article, we analyze how Dutch banks' mortgage advisors navigate their way through the consultations context. We focus on what we call discourse design explications, that is, stretches of talk in which participants refer to conflicting constraints in the discourse context, at the same time proposing particular discourse designs for dealing with these conflicts. We start by discussing three forms of design explication. Then we will examine the various resolutions they propose for constraint conflicts and show how advisors seek customer consent or cooperation for the proposed designs. Thus our analysis reveals how institutional agents, while providing services, work on demonstrating how the design of these services is optimized and tailored to customers.

Notes