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Alexander Stokoe JCASP 2019 IR.pdf (350.24 kB)

Problems in the neighbourhood: Formulating noise complaints across dispute resolution services

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journal contribution
posted on 2019-03-21, 16:00 authored by Marc Alexander, Elizabeth Stokoe
When people are in dispute with their neighbours, there are multiple routes to resolution and different services have a range of remits to support it. This article explores how noise complaints are reported to dispute resolution mediation and local council environmental services in the UK. A collection of 315 recorded telephone calls were transcribed and analysed using discursive psychology, underpinned by conversation analytic methods. Analysis focused on how the same kinds of noise complaint were formulated for the remit and provision of the service called. In mediation calls, callers directly attributed the source of the noise to the agent of its production (e.g., “it’s about the neighbour”). However, reference to ‘the neighbour’ was typically omitted (at least initially) in calls to environmental health services (e.g., “I need to speak to someone about disturbance”). This comparative analysis of different settings reveals the significance of service remit for the design of complaints and the relevance of attributing cause in making a case for aid. Comparing two settings provides a propitious opportunity to demonstrate that noise is not a physically objective phenomena or neutral category, but institutionally formulated social conduct.

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Published in

Journal of Community and Applied Social Psychology

Citation

ALEXANDER, M. and STOKOE, E., 2019. Problems in the neighbourhood: Formulating noise complaints across dispute resolution services. Journal of Community and Applied Social Psychology, 29 (5), pp.355-370.

Publisher

© Wiley

Version

  • AM (Accepted Manuscript)

Publisher statement

This is the peer reviewed version of the following article: ALEXANDER, M. and STOKOE, E., 2019. Problems in the neighbourhood: Formulating noise complaints across dispute resolution services. Journal of Community and Applied Social Psychology, 29 (5), pp.355-370, which has been published in final form at https://doi.org/10.1002/casp.2405. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions.

Acceptance date

2019-03-11

Publication date

2019-07-12

ISSN

1052-9284

eISSN

1099-1298

Language

  • en