Hepburn2014

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Hepburn2014
BibType ARTICLE
Key Hepburn2014
Author(s) Alexa Hepburn, Sue Wilkinson, Carly W. Butler
Title Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness
Editor(s)
Tag(s) EMCA, Intervention, Helplines
Publisher
Year 2014
Language English
City
Month
Journal Research on Language and Social Interaction
Volume 47
Number 3
Pages 239–254
URL Link
DOI 10.1080/08351813.2014.925661
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This article overviews the way conversation analytic work on telephone helplines can make an impact in practical situations. It takes three illustrative themes in helpline research: (a) the giving, receiving, and resisting of advice; (b) the expression of strong emotion and its identification, management, and then coordination with helpline goals; and (c) how helplines’ policies and practices shape the interactions between caller and call taker. For each of these themes, we show how conversation analysis research insights have been applied to improve helpline effectiveness. This has been done through a variety of practice-based reports, consultancy exercises, and training initiatives, including workshops where we aim to identify and facilitate good practice. Intervention studies of this type are at the forefront of interactional research on telephone helplines. Data are in Australian and British English.

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