Naeslund2016
| Naeslund2016 | |
|---|---|
| BibType | ARTICLE |
| Key | Naeslund2016 |
| Author(s) | Shirley Näslund |
| Title | Tacit tango: The social framework of screen-focused silence in institutional telephone calls |
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| Tag(s) | EMCA, Institutional call, Screen, Silence, Participant framework, Involvement, Transitions |
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| Year | 2016 |
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| Journal | Journal of Pragmatics |
| Volume | 91 |
| Number | |
| Pages | 60-79 |
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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.
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