Ticca2014

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Ticca2014
BibType INCOLLECTION
Key Ticca2014
Author(s) Anna Claudia Ticca
Title Managing multiactivity in a travel agency: making phone calls while interacting with customers
Editor(s) Pentti Haddington, Tiina Keisanen, Lorenza Mondada, Maurice Nevile
Tag(s) EMCA, multiactivity, travel agency, phone calls, service interactions
Publisher John Benjamins
Year 2014
Language English
City Amsterdam
Month
Journal
Volume
Number
Pages 191–223
URL Link
DOI 10.1075/z.187.07tic
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title Multiactivity in Social Interaction: Beyond Multitasking
Chapter

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Abstract

Participants in travel agency service encounters must manage attention among co-occurring actions and transitions from one activity to another. Intersecting activities that require the mobilisation of the same verbal modality, such as incoming and outgoing phone calls during an encounter with a client, require the initiation, suspension, and termination of one (or more) activity within another. But whereas outgoing calls allow for a gradual construction of the co-participants’ awareness of a (potential) suspension of the current interaction, incoming calls are inherently unexpected and so require a more sudden action to suspend the current activity and initiate the next one. Such multiactivity can lead to disruptions, as manifest in hesitations, syllable lengthening, self-repair, etc. Participants draw on multimodal resources to manage such multiactivity and its temporal constraints.

Notes