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Title: Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness
Authors: Hepburn, Alexa
Wilkinson, Sue
Butler, Carly W.
Issue Date: 2014
Publisher: Taylor & Francis (© Crown Copyright)
Citation: HEPBURN, A., WILKINSON, S. and BUTLER, C.W., 2014. Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness. Research on Language and Social Interaction, 47(3), pp.239-254.
Abstract: This article overviews the way conversation analytic work on telephone helplines can make an impact in practical situations. It takes three illustrative themes in helpline research: (a) the giving, receiving, and resisting of advice; (b) the expression of strong emotion and its identification, management, and then coordination with helpline goals; and (c) how helplines' policies and practices shape the interactions between caller and call taker. For each of these themes, we show how conversation analysis research insights have been applied to improve helpline effectiveness. This has been done through a variety of practice-based reports, consultancy exercises, and training initiatives, including workshops where we aim to identify and facilitate good practice. Intervention studies of this type are at the forefront of interactional research on telephone helplines. Data are in Australian and British English.
Description: This is an Accepted Manuscript of an article published by Taylor & Francis Group in the Research on Language and Social Interaction on 06/08/2014, available online: http://dx.doi.org/10.1080/08351813.2014.925661
Version: Accepted for publication
DOI: 10.1080/08351813.2014.925661
URI: https://dspace.lboro.ac.uk/2134/15720
Publisher Link: http://dx.doi.org/10.1080/08351813.2014.925661
ISSN: 0835-1813
Appears in Collections:Published Articles (Social Sciences)

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