Språkligt arbete i nödsamtal: En kunskapsöversikt med forskningsutblickar
2008 (Swedish)In: Språk & Stil, ISSN 1101-1165, Vol. 18, 67-92 p.Article in journal (Refereed) Published
Emergency calls are an important public service and comprise the first step in an emergency response.This service is essentially mediated through talk. The article presents a review of conversationanalytic studies of the interaction taking place in real-life emergency calls. Some of thesestudies focus on analyzing the highly specialized conversational structure of calls to the emergencyservices. Others explore a variety of routine interactional troubles, including, for instance, misunderstandingsarising from the asymmetries in knowledge about the institutional setting, as well asdifferent expectations the parties bring to the interaction. A further subset of studies includes analysesof deviant cases, in which emergency calls not only evinced interactional troubles but alsoproved seriously consequential for the response operation. The present review reveals that there isa lack of studies targeting emergency calls with certain specific categories of callers that may provecommunicatively problematic, such as non-native callers and children. An analysis of a few exchangesbetween an immigrant child and the operator serves to illustrate some specific languagerelatedsources of interactional trouble. This demonstrates, more broadly, the need for analytic researchto highlight the procedures through which the parties work to manage and remedy such interactionalproblems, thus allowing for the accomplishment of a successful emergency assistance.
Place, publisher, year, edition, pages
2008. Vol. 18, 67-92 p.
Emergency calls, Conversation analysis, Institutional interaction, Interactional trouble
Sociology Communication Studies Other Social Sciences not elsewhere specified International Migration and Ethnic Relations
IdentifiersURN: urn:nbn:se:liu:diva-21886OAI: oai:DiVA.org:liu-21886DiVA: diva2:241916