Bloch-Antaki2019

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Bloch-Antaki2019
BibType ARTICLE
Key Bloch-Antaki2019
Author(s) Steven Bloch, Charles Antaki
Title The Pivot Point between Problem Presentation and Advice in a Health Helpline Service
Editor(s)
Tag(s) EMCA, Helpline interaction
Publisher
Year 2019
Language English
City
Month
Journal Applied Linguistics
Volume 40
Number 4
Pages 699–716
URL Link
DOI 10.1093/applin/amy014
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This article examines interactions between callers to a health helpline and specialist nurses. Helpline call-takers must judge the appropriate moment to move from listening to the caller's problem to offering them the appropriate service. In a study of Parkinson's UK nurse call-takers, we find that the pivot is the point at which the caller reports the upshot of their trouble in terms of an impact on their daily life. Indeed, if the caller seems likely not to produce this upshot report, it is generated by the call-taker. Using the method of conversation analysis, we analyse how these upshot formulations are reached, and how the call-taker subsequently edits them to deliver a service that stays within their institutional guidelines. The findings contribute to sociological and clinical understandings about how health problems are framed and managed interactionally to reach a deliverable outcome for both participants in a helpline environment.

Notes