Wakin1999

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Wakin1999
BibType ARTICLE
Key Wakin1999
Author(s) Michele A. Wakin, Don H. Zimmerman
Title Reduction and specialization in emergency and directory assistance calls
Editor(s)
Tag(s) EMCA, Basic resources, Emergency calls, Call openings, Institutional conversation analysis
Publisher
Year 1999
Language
City
Month
Journal Research on Language and Social Interaction
Volume 32
Number 4
Pages 409–437
URL Link
DOI 10.1207/S15327973rls3204_4
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

In this article we explore how openings in 2 types of service calls, emergency calls and directory assistance calls, differ both generally and locally from ordinary and mundane telephone calls. A focus on service call openings permits a description of the local features of the call that delineate their institutional agenda, an agenda requiring different sequential trajectories than those found in ordinary calls. Observed local differences between call types occur through the deletion, preemption, orrepositioning of components of the canonical opening sequence that characterizes ordinary calls. Such modifications are based on participants' orientation to particular tasks and the facilitating social arrangements supporting them. In this article we explore how openings in 2 types of service calls, emergency calls and directory assistance calls, differ both generally and locally from ordinary and mundane telephone calls. A focus on service call openings permits a description of the local features of the call that delineate their institutional agenda, an agenda requiring different sequential trajectories than those found in ordinary calls. Observed local differences between call types occur through the deletion, preemption, orrepositioning of components of the canonical opening sequence that characterizes ordinary calls. Such modifications are based on participants' orientation to particular tasks and the facilitating social arrangements supporting them.

Notes