Heidi Kevoe-Feldman
Dados Biográficos
| ID | 659384 |
|---|---|
| NOME | Heidi Kevoe-Feldman |
| PRENOMES | Heidi |
| SOBRENOME | Kevoe-Feldman |
| ASSINATURA | KEVOE-FELDMAN H |
| AFILIAÇÕES | Northeastern University |
| ORCID | 0000-0001-8724-8487 |
| VERIFICADO | Sim |
| TOTAL DE OBRAS | 18 |
| TOTAL DE CITAÇÕES | 100 |
| TOTAL COMO AUTOR | 18 |
| TOTAL COMO EDITOR | 0 |
| PRIMEIRO ANO DE PUBLICAÇÃO | 2010 |
| ANO MAIS RECENTE DE PUBLICAÇÃO | 2024 |
| ÍNDICE H | 6 |
Emergency or Not? Dealing with Borderline Cases in Emergency Police Calls
We examine occasions when callers phone emergency services yet preface their reason for calling as "not an emergency." Data are phone calls to U.S. (911) and U.K. (999) emergency lines and U.K. (101) nonemergency police lines. Data were transcribed using Jefferson conventions and analyzed using conversation analysis. The "not an emergency" formulation is recurrently used to mark a shaky or borderline fit between the caller's situation and the eme…
Dispatching First Responders
The delivery of emergency services is often contingent on social processes launched when someone calls to request help. While initial encounters between civilian callers and institutional call-takers have been extensively studied, little is known about subsequent encounters between dispatchers and first responders. This paper examines police radio dispatch calls and the language practices enacting the dispatcher’s operational role. It sketches th…
Approaching institutional boundaries
Crisis Talk
Calming emotional 911 callers
Inside the Emergency Service Call-Center
Calls to police agencies featured in some of the earliest work of conversation analysts. Since that time, scholars interested in language and interaction have developed a research program that explores the organization and contextual features of one type of social occasion, citizens calling for emergency services. The publications reviewed for this article address the problem of how specific practices of talk embody or connect with specific ident…
When delayed responses are productive
Making an impression in traffic stops
When citizens are pulled over by police for traffic violations, they often volunteer accounts for their driving conduct. These accounts convey important character qualities about the citizen, as well as exigencies (e.g. they are late) that motivate officer response. We use the method of conversation analysis to show that where a citizen positions an account in the course of an encounter is subject to different interactional-organizational constra…
Critical timing of actions for transferring 911 calls in a wireless call center
The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexpl…
The interactional work of suppressing complaints in customer service encounters
Why Are You Concerned?” A Consideration of Turn Distance and the Organization of the Interrogative Series in “Wellness Check” Calls to a University Police Department
This study focuses on a type of request referred to as a “wellness check,” commonly made to a large university police department located on the east coast of the United States. A “wellness check” occurs when a loved one calls with concerns about a person they believe to be in distress or in need of assistance. The focus of the analysis considers how call-takers' positioning of the “what's your concern” question within the interrogative series, vi…
Closing the gap in customer service encounters
Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities (Levinson 1992) there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examini…
What Can You Do for Me? Communication Methods Customers Use to Solicit Personalization within the Service Encounter
When customers call a service organization to inquire about a problem with their account or order, they often find themselves dependent on representatives to assist them with their needs. One could argue that, from a customer's perspective, personalized service is a reasonable expectation within a service encounter. By tracking customers' orientation to when personalization is relevant for them, this article describes communication methods custom…
Working the overall structural organization of a call
Reformulating place
Exploring essentially three-turn courses of action
This article describes an adjacency-pair organized course of action in the institutional context of customers calling an electronics repair facility to request the status of equipment they have previously sent in for repair. Relative to the majority of adjacency-pair sequences described in previous research, this course of action is rare in that it is essentially (vs contingently) composed of three (vs two) turns, including status solicitation, s…
Extending the notion of pragmatic completion
Using Full Repeats to Initiate Repair on Others’ Questions
This article is a conversation-analytic investigation of a previously undescribed practice of other-initiation of repair designed to locate an entire action as the repairable. This practice is implemented by a full, virtually identical, final-rising-intoned repeat of a sentential turn-constructional unit (a full repeat). This article focuses on how the full repeat is deployed to deal with one type of action, the question (i.e., a first-pair part …
Using Full Repeats to Initiate Repair on Others’ Questions
This article is a conversation-analytic investigation of a previously undescribed practice of other-initiation of repair designed to locate an entire action as the repairable. This practice is implemented by a full, virtually identical, final-rising-intoned repeat of a sentential turn-constructional unit (a full repeat). This article focuses on how the full repeat is deployed to deal with one type of action, the question (i.e., a first-pair part …
Exploring essentially three-turn courses of action
This article describes an adjacency-pair organized course of action in the institutional context of customers calling an electronics repair facility to request the status of equipment they have previously sent in for repair. Relative to the majority of adjacency-pair sequences described in previous research, this course of action is rare in that it is essentially (vs contingently) composed of three (vs two) turns, including status solicitation, s…
Reformulating place
The interactional work of suppressing complaints in customer service encounters
Inside the Emergency Service Call-Center
Calls to police agencies featured in some of the earliest work of conversation analysts. Since that time, scholars interested in language and interaction have developed a research program that explores the organization and contextual features of one type of social occasion, citizens calling for emergency services. The publications reviewed for this article address the problem of how specific practices of talk embody or connect with specific ident…
When delayed responses are productive
Approaching institutional boundaries
Making an impression in traffic stops
When citizens are pulled over by police for traffic violations, they often volunteer accounts for their driving conduct. These accounts convey important character qualities about the citizen, as well as exigencies (e.g. they are late) that motivate officer response. We use the method of conversation analysis to show that where a citizen positions an account in the course of an encounter is subject to different interactional-organizational constra…
Critical timing of actions for transferring 911 calls in a wireless call center
The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexpl…
Calming emotional 911 callers
What Can You Do for Me? Communication Methods Customers Use to Solicit Personalization within the Service Encounter
When customers call a service organization to inquire about a problem with their account or order, they often find themselves dependent on representatives to assist them with their needs. One could argue that, from a customer's perspective, personalized service is a reasonable expectation within a service encounter. By tracking customers' orientation to when personalization is relevant for them, this article describes communication methods custom…
Extending the notion of pragmatic completion
Working the overall structural organization of a call
Why Are You Concerned?” A Consideration of Turn Distance and the Organization of the Interrogative Series in “Wellness Check” Calls to a University Police Department
This study focuses on a type of request referred to as a “wellness check,” commonly made to a large university police department located on the east coast of the United States. A “wellness check” occurs when a loved one calls with concerns about a person they believe to be in distress or in need of assistance. The focus of the analysis considers how call-takers' positioning of the “what's your concern” question within the interrogative series, vi…
Using Full Repeats to Initiate Repair on Others’ Questions
This article is a conversation-analytic investigation of a previously undescribed practice of other-initiation of repair designed to locate an entire action as the repairable. This practice is implemented by a full, virtually identical, final-rising-intoned repeat of a sentential turn-constructional unit (a full repeat). This article focuses on how the full repeat is deployed to deal with one type of action, the question (i.e., a first-pair part …
Extending the notion of pragmatic completion
Exploring essentially three-turn courses of action
This article describes an adjacency-pair organized course of action in the institutional context of customers calling an electronics repair facility to request the status of equipment they have previously sent in for repair. Relative to the majority of adjacency-pair sequences described in previous research, this course of action is rare in that it is essentially (vs contingently) composed of three (vs two) turns, including status solicitation, s…
Reformulating place
Closing the gap in customer service encounters
Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities (Levinson 1992) there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examini…
What Can You Do for Me? Communication Methods Customers Use to Solicit Personalization within the Service Encounter
When customers call a service organization to inquire about a problem with their account or order, they often find themselves dependent on representatives to assist them with their needs. One could argue that, from a customer's perspective, personalized service is a reasonable expectation within a service encounter. By tracking customers' orientation to when personalization is relevant for them, this article describes communication methods custom…
Working the overall structural organization of a call
Why Are You Concerned?” A Consideration of Turn Distance and the Organization of the Interrogative Series in “Wellness Check” Calls to a University Police Department
This study focuses on a type of request referred to as a “wellness check,” commonly made to a large university police department located on the east coast of the United States. A “wellness check” occurs when a loved one calls with concerns about a person they believe to be in distress or in need of assistance. The focus of the analysis considers how call-takers' positioning of the “what's your concern” question within the interrogative series, vi…
Making an impression in traffic stops
When citizens are pulled over by police for traffic violations, they often volunteer accounts for their driving conduct. These accounts convey important character qualities about the citizen, as well as exigencies (e.g. they are late) that motivate officer response. We use the method of conversation analysis to show that where a citizen positions an account in the course of an encounter is subject to different interactional-organizational constra…
Critical timing of actions for transferring 911 calls in a wireless call center
The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexpl…
The interactional work of suppressing complaints in customer service encounters
Inside the Emergency Service Call-Center
Calls to police agencies featured in some of the earliest work of conversation analysts. Since that time, scholars interested in language and interaction have developed a research program that explores the organization and contextual features of one type of social occasion, citizens calling for emergency services. The publications reviewed for this article address the problem of how specific practices of talk embody or connect with specific ident…
When delayed responses are productive
Crisis Talk
Calming emotional 911 callers
Approaching institutional boundaries
Dispatching First Responders
The delivery of emergency services is often contingent on social processes launched when someone calls to request help. While initial encounters between civilian callers and institutional call-takers have been extensively studied, little is known about subsequent encounters between dispatchers and first responders. This paper examines police radio dispatch calls and the language practices enacting the dispatcher’s operational role. It sketches th…
Emergency or Not? Dealing with Borderline Cases in Emergency Police Calls
We examine occasions when callers phone emergency services yet preface their reason for calling as "not an emergency." Data are phone calls to U.S. (911) and U.K. (999) emergency lines and U.K. (101) nonemergency police lines. Data were transcribed using Jefferson conventions and analyzed using conversation analysis. The "not an emergency" formulation is recurrently used to mark a shaky or borderline fit between the caller's situation and the eme…
Language, Discourse, Communication Strategies (17 obras) · Computer Science (14 obras) · Psychology (14 obras) · Communication (10 obras) · Conversation (10 obras) · Business (9 obras) · Conversation analysis (8 obras) · Discourse Analysis in Language Studies (8 obras) · Political science (8 obras) · Language, Metaphor, and Cognition (7 obras)