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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/34772

Title: Getting service at the constituency office: Analyzing citizens' encounters with their Member of Parliament
Authors: Hofstetter, Emily
Stokoe, Elizabeth
Keywords: Request
Service encounter
Conversation analysis
Member of parliament
Constituency office
Institutional talk
Issue Date: 2018
Publisher: DE GRUYTER MOUTON
Citation: HOFSTETTER, E. and STOKOE, E., 2018. Getting service at the constituency office: Analyzing citizens' encounters with their Member of Parliament. Text & Talk, 38(5), pp. 551-573.
Abstract: In this paper, we present an analysis of how constituents procure services at the constituency office of a Member of Parliament (MP) in the United Kingdom. This paper will investigate how several previously documented interactional practices (e.g. entitlement) combine at the constituency office in a way that secures service. From a corpus of 12.5 hours of interaction, and using conversation analysis, we examine constituents’ telephone calls and meetings with constituency office staff and the MP, identifying practices constituents use. First, constituents opened encounters with bids to tell narratives. Second, constituents presented lengthy and detailed descriptions of their difficulties. These descriptions gave space to manage issues of legitimacy and entitlement, while simultaneously recruiting assistance. Third, we examine ways in which constituents display uncertainty about how the institution of the constituency office functions, and what services are available. The paper offers original insights into how constituency services are provided, and how constituency offices give access and support to ordinary citizens, while expanding the conversation analytic literature on institutional service provision.
Description: This paper is in closed access until 4th August 2019.
Version: Published
DOI: 10.1515/text-2018-0014
URI: https://dspace.lboro.ac.uk/2134/34772
Publisher Link: https://doi.org/10.1515/text-2018-0014
ISSN: 1860-7330
Appears in Collections:Closed Access (Communication, Media, Social and Policy Studies)

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