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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/36211

Title: The pivot point between problem presentation and advice in a health helpline service
Authors: Bloch, Steven
Antaki, Charles
Issue Date: 2018
Publisher: © Oxford University Press
Citation: BLOCH, S. and ANTAKI, C., 2018. The pivot point between problem presentation and advice in a health helpline service. Applied Linguistics: Doi: 10.1093/applin/amy014
Abstract: This paper examines interactions between callers to a health helpline and specialist nurses. Helpline call-takers must judge the appropriate moment to move from listening to the caller's problem to offering them the appropriate service. In a study of Parkinson's UK nurse call-takers, we find that the pivot is the point at which the caller reports the upshot of their trouble in terms of an impact on their daily life. Indeed, if the caller seems likely not to produce this upshot report, it is generated by the call-taker. Using the methods of Conversation Analysis we analyse how these upshot formulations are reached, and how the call-taker subsequently edits them to deliver a service that stays within their institutional guidelines. The findings contribute to sociological and clinical understandings about how health problems are framed and managed interactionally in order to reach a deliverable outcome for both participants in a helpline environment.
Description: This paper is in closed access until 24 Mar 2020.
Version: Accepted for publication
DOI: 10.1093/applin/amy014
URI: https://dspace.lboro.ac.uk/2134/36211
Publisher Link: https://doi.org/10.1093/applin/amy014
ISSN: 0142-6001
Appears in Collections:Closed Access (Communication, Media, Social and Policy Studies)

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