Difference between revisions of "Naeslund2016"
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|Volume=91 | |Volume=91 | ||
|Pages=60-79 | |Pages=60-79 | ||
| + | |URL=http://www.sciencedirect.com/science/article/pii/S0378216615003033 | ||
| + | |DOI=10.1016/j.pragma.2015.10.008 | ||
|Abstract=This study examines the social framework of screen-focused silence in institutional calls. Calls to insurance companies, social care | |Abstract=This study examines the social framework of screen-focused silence in institutional calls. Calls to insurance companies, social care | ||
centres and other institutions which keep computerised documentation are likely to entail moments when the call-taker has to focus on the | centres and other institutions which keep computerised documentation are likely to entail moments when the call-taker has to focus on the | ||
Revision as of 11:04, 15 May 2016
| Naeslund2016 | |
|---|---|
| BibType | ARTICLE |
| Key | Naeslund2016 |
| Author(s) | Shirley Näslund |
| Title | Tacit tango: The social framework of screen-focused silence in institutional telephone calls |
| Editor(s) | |
| Tag(s) | EMCA, Institutional call, Screen, Silence, Participant framework, Involvement, Transitions |
| Publisher | |
| Year | 2016 |
| Language | |
| City | |
| Month | |
| Journal | Journal of Pragmatics |
| Volume | 91 |
| Number | |
| Pages | 60-79 |
| URL | Link |
| DOI | 10.1016/j.pragma.2015.10.008 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
| Edition | |
| Series | |
| Howpublished | |
| Book title | |
| Chapter | |
Abstract
This study examines the social framework of screen-focused silence in institutional calls. Calls to insurance companies, social care centres and other institutions which keep computerised documentation are likely to entail moments when the call-taker has to focus on the screen at the expense of interacting with the caller. This study examines how the transitions are organised between human--human-- screen interaction and human--screen interaction. The analysis shows that both call-taker and caller indicate clear agreement on the period when the call-taker will be temporarily out of contact, and that the latter delivers contextualisation cues at the beginning and end of the period of this screen-focused silence which contribute to a new set of expectations.
Notes
