Working a call: Multiparty management and interactional infrastructure in calls for help
by Jack Whalen, Don H. Zimmerman
Link
Reference:
Jack Whalen, Don H. Zimmerman, (2005), "Working a call: Multiparty management and interactional infrastructure in calls for help", In Calling for Help: Language and Social Interaction in Telephone Helplines (Carolyn Baker, Michael Emmison, Alan Firth, eds.), Amsterdam / Philadelphia, John Benjamins Publishing, pp. 309–345.
Bibtex Entry:
@INCOLLECTION{Whalen-Zimmerman2005,
  address = "Amsterdam / Philadelphia", 
  author = "Jack Whalen and Don H. Zimmerman", 
  booktitle = "Calling for Help: Language and Social Interaction in Telephone Helplines", 
  doi = "10.1075/pbns.143.20wha", 
  keywords = "EMCA, Helpline interaction, Multi-party interaction", 
  editor = "Carolyn Baker, Michael Emmison and Alan Firth", 
  pages = "309–345", 
  publisher = "John Benjamins Publishing", 
  title = "Working a call: Multiparty management and interactional infrastructure in calls for help", 
  url = "https://benjamins.com/catalog/pbns.143.20wha", 
  year = "2005", 
}