Difference between revisions of "Bloch-Leydon2019"
PaultenHave (talk | contribs) (Created page with "{{BibEntry |BibType=ARTICLE |Author(s)=Steven Bloch; Geraldine Leydon; |Title=Conversation Analysis and Telephone Helplines for Health and Illness: A Narrative Review |Tag(s)=...") |
(No difference)
|
Revision as of 06:47, 9 September 2019
| Bloch-Leydon2019 | |
|---|---|
| BibType | ARTICLE |
| Key | Bloch-Leydon2019 |
| Author(s) | Steven Bloch, Geraldine Leydon |
| Title | Conversation Analysis and Telephone Helplines for Health and Illness: A Narrative Review |
| Editor(s) | |
| Tag(s) | EMCA, Telophone, Helplines |
| Publisher | |
| Year | 2019 |
| Language | English |
| City | |
| Month | |
| Journal | Research on Language & Social Interaction |
| Volume | 52 |
| Number | 3 |
| Pages | 193-211 |
| URL | Link |
| DOI | 10.1080/08351813.2019.1631035 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
| Edition | |
| Series | |
| Howpublished | |
| Book title | |
| Chapter | |
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 some- times very sensitive and challenging encounters. We review 37 studies offering fine-grained analysis of audio-recorded naturally occurring help- line 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 con- sideration 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.
Notes
