Alexander Stokoe JCASP 2019 IR.pdf (350.24 kB)
Problems in the neighbourhood: Formulating noise complaints across dispute resolution services
journal contribution
posted on 2019-03-21, 16:00 authored by Marc Alexander, Elizabeth StokoeWhen 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 PsychologyCitation
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
© WileyVersion
- 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
2019-03-11Publication date
2019-07-12ISSN
1052-9284eISSN
1099-1298Publisher version
Language
- en