Bloch-Leydon2019
| Bloch-Leydon2019 | |
|---|---|
| BibType | ARTICLE |
| Key | Bloch-Leydon2019 |
| Author(s) | Steven Bloch, Geraldine Leydon |
| Title | Conversation analysis and telephone helplines for health and illness: a narrative review |
| Editor(s) | |
| Tag(s) | EMCA, Telophone, Helplines |
| Publisher | |
| Year | 2019 |
| Language | English |
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| Journal | Research on Language and Social Interaction |
| Volume | 52 |
| Number | 3 |
| Pages | 193–211 |
| URL | Link |
| DOI | 10.1080/08351813.2019.1631035 |
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Abstract
What do we know about how telephone helplines support, inform, and advise people with a range of physical and mental health concerns? Conversation Analysis has over the recent decade provided a wealth of analytic insight into how call takers and callers bring off what are sometimes very sensitive and challenging encounters. We review 37 studies offering fine-grained analysis of audio-recorded naturally occurring helpline interactions. We describe the main practices identified, including openings and trouble-tellings, emotions and responses, advice giving, closings, authenticity, identity, and assessments. We conclude with consideration of how the study of helplines might evolve, including the comparison of telephone-based support with that provided via other technologies such as online chat. Data are in British English.
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