SALS-SIG Research Seminar

Exploring the intersections of talk, texts, and (work) tasks

Abstract:

This paper examines a phenomenon of growing importance - a telephone-based customer helpline service. The data analysed in the paper are video recordings from a large software company based in Sydney, Australia. In particular, I examine the ways in which call openings are structured, and attend to the caller's initial description of his/her 'problem'. I then look briefly at the deferral and/or resolution of the 'problem', and call closings. I also discuss the ways in which call-takers utilise the wide range of technologies available to them (e.g. the internet, their own computer, manuals, colleagues), during the call, and the ways in which the task of logging the call - in writing - impacts upon the character and structure of the interaction with the caller.

Enquiries: sals@mri.mq.edu.au