Wilkinson2011d
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| Wilkinson2011d | |
|---|---|
| BibType | INCOLLECTION |
| Key | Wilkinson2011d |
| Author(s) | Sue Wilkinson |
| Title | Improving ethnic monitoring on a telephone helpline |
| Editor(s) | Charles Antaki |
| Tag(s) | EMCA, Ethnicity, Helplines |
| Publisher | Palgrave Macmillan |
| Year | 2011 |
| Language | English |
| City | Basingstoke, U.K. |
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| Pages | 75–97 |
| URL | Link |
| DOI | 10.1057/9780230316874_5 |
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| Howpublished | |
| Book title | Applied Conversation Analysis: Intervention and Change in Institutional Talk |
| Chapter | 5 |
Abstract
How can Conversation Analysis be used to help an organisation handle sensitive questions over the phone? In this chapter, I describe my experiences with a telephone-based helpline service whose call-takers were experiencing real difficulties in asking callers to declare their ethnicity, as part of a call-monitoring process.
Notes
