Aligning Caller and Call-Taker:the Opening Phrase of Dutch Emergency Calls
This paper reports on conversation analytic research for the Dutch national emergency call-centre. In a corpus study of 120 emergency calls we show that callers' orientations to their communicative tasks are not aligned to the institutional communicative tasks of the call-takers. In a subsequent workplace experiment involving over 2000 calls, it appeared that the use of an alternative question rather than a wh-question, significantly altered callers' emergency deliveries and adapted them to call-takers' communicative needs. The analysis shows two aspects of callers' responses to the different... Mehr ...
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Dokumenttyp: | Artikel |
Erscheinungsdatum: | 2017 |
Reihe/Periodikum: | Koole , T & Verberg , N 2017 , ' Aligning Caller and Call-Taker : the Opening Phrase of Dutch Emergency Calls ' , Pragmatics and Society , vol. 8 , no. 1 , pp. 129-153 . https://doi.org/10.1075/ps.8.1.07koo |
Schlagwörter: | CONVERSATION ANALYSIS / QUESTIONS / RESPONSES / ORGANIZATION / EMOTION / CONTEXT / HELP |
Sprache: | Englisch |
Permalink: | https://search.fid-benelux.de/Record/base-28619655 |
Datenquelle: | BASE; Originalkatalog |
Powered By: | BASE |
Link(s) : | https://hdl.handle.net/11370/8eb4750a-c211-41db-889f-b830f16242b7 |
This paper reports on conversation analytic research for the Dutch national emergency call-centre. In a corpus study of 120 emergency calls we show that callers' orientations to their communicative tasks are not aligned to the institutional communicative tasks of the call-takers. In a subsequent workplace experiment involving over 2000 calls, it appeared that the use of an alternative question rather than a wh-question, significantly altered callers' emergency deliveries and adapted them to call-takers' communicative needs. The analysis shows two aspects of callers' responses to the different question formats: (i) The alternative questions produced significantly more type-conforming answers than the wh-questions, and also (ii) callers treated their non-conforming answer to alternative question more often as dispreferred than their non-conforming answers to wh-questions. Callers thus treated the preference for type-conformity to be stronger for alternative questions than for wh-questions.