Bloch, S;
Leydon, G;
(2019)
Conversation analysis and telephone helplines for health and illness: A narrative review.
Research on Language and Social Interaction
, 52
(3)
pp. 193-211.
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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