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Conversation analysis and telephone helplines for health and illness: A narrative review

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.

Type: Article
Title: Conversation analysis and telephone helplines for health and illness: A narrative review
DOI: 10.1080/08351813.2019.1631035
Publisher version: https://doi.org/10.1080/08351813.2019.1631035
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
UCL classification: UCL
UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences > Language and Cognition
URI: https://discovery.ucl.ac.uk/id/eprint/10075815
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