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Tacit tango: The social framework of screen-focused silence in institutional telephone calls
Linnaeus University, Faculty of Arts and Humanities, Department of Swedish Language.
2016 (English)In: Journal of Pragmatics, ISSN 0378-2166, E-ISSN 1879-1387, Vol. 91, 60-79 p.Article in journal (Refereed) Published
Abstract [en]

This study examines the social framework of screen-focused silence in institutional calls. Calls to insurance companies, social care centres and other institutions which keep computerised documentation are likely to entail moments when the call-taker has to focus on the screen at the expense of interacting with the caller. This study examines how the transitions are organised between human–human–screen interaction and human–screen interaction. The analysis shows that both call-taker and caller indicate clear agreement on the period when the call-taker will be temporarily out of contact, and that the latter delivers contextualisation cues at the beginning and end of the period of this screen-focused silence which contribute to a new set of expectations.

Place, publisher, year, edition, pages
Elsevier, 2016. Vol. 91, 60-79 p.
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Research subject
Humanities, Swedish
Identifiers
URN: urn:nbn:se:lnu:diva-49081DOI: 10.1016/j.pragma.2015.10.008ISI: 000368958900005OAI: oai:DiVA.org:lnu-49081DiVA: diva2:896103
Projects
Samtalspraktiker i service och myndighetsutövning
Funder
Swedish Research Council, 421-2010-1736
Available from: 2016-01-20 Created: 2016-01-20 Last updated: 2017-05-08Bibliographically approved

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Näslund, Shirley
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf