Difference between revisions of "Wilkinson2011d"
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|Language=English | |Language=English | ||
|Chapter=5 | |Chapter=5 | ||
− | |Address= | + | |Address=Basingstoke, U.K. |
− | |Booktitle=Applied | + | |Booktitle=Applied Conversation Analysis: Intervention and Change in Institutional Talk |
− | |Pages= | + | |Pages=75–97 |
+ | |URL=https://link.springer.com/chapter/10.1057/9780230316874_5 | ||
+ | |DOI=10.1057/9780230316874_5 | ||
+ | |Abstract=How can Conversation Analysis be used to help an organisation handle sensitive questions over the phone? In this chapter, I describe my experiences with a telephone-based helpline service whose call-takers were experiencing real difficulties in asking callers to declare their ethnicity, as part of a call-monitoring process. | ||
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Latest revision as of 13:14, 27 November 2019
Wilkinson2011d | |
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BibType | INCOLLECTION |
Key | Wilkinson2011d |
Author(s) | Sue Wilkinson |
Title | Improving ethnic monitoring on a telephone helpline |
Editor(s) | Charles Antaki |
Tag(s) | EMCA, Ethnicity, Helplines |
Publisher | Palgrave Macmillan |
Year | 2011 |
Language | English |
City | Basingstoke, U.K. |
Month | |
Journal | |
Volume | |
Number | |
Pages | 75–97 |
URL | Link |
DOI | 10.1057/9780230316874_5 |
ISBN | |
Organization | |
Institution | |
School | |
Type | |
Edition | |
Series | |
Howpublished | |
Book title | Applied Conversation Analysis: Intervention and Change in Institutional Talk |
Chapter | 5 |
Abstract
How can Conversation Analysis be used to help an organisation handle sensitive questions over the phone? In this chapter, I describe my experiences with a telephone-based helpline service whose call-takers were experiencing real difficulties in asking callers to declare their ethnicity, as part of a call-monitoring process.
Notes