Closing matters
Alignment and misalignment in sequence and call closings in institutional interaction
Bibliographic Data
| ID | 5965576 |
|---|---|
| Authors | G Raymond (0000-0002-8899-4323, University of California, Santa Barbara, corresponding author), Don H Zimmerman (University of California, Santa Barbara) |
| Year | 2016 |
| Volume | 18 |
| Issue | 6 |
| Pages | 716-736 |
| Publication date | 2016-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Discourse Studies (JOURNAL) |
| Journal identifiers | ISSN: 1461-4456 • E-ISSN: 1461-7080 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/1461445616667141 |
| OpenAlex | W2529642395 |
| Language | EN |
| Citations received | 45 |
| References cited | 32 |
Using data from American emergency call centers, this article focuses on the coordination, and mutual relevance, of participants’ effort to manage two forms of unit completion - sequence closing (as a method for ‘project’ completion) and concluding the occasion in which the project was pursued. In doing so, we specify the import of sequence organization as one method for conducting, organizing, and resolving interactional projects participants may be said to pursue, and describe (1) a range of possible relations between project completion and occasion closure and (2) the locations from which problems come to be introduced as parties move to resolve projects and close calls. As we show, sequence and occasion closings produced in the service of projects are fateful: they inexorably demand that the participants arrive at some alignment - or make visible their failure to do so - regarding the projects pursued in it, the status of those projects, and thus who, as a consequence, the parties are (or could have been) for another, that is, their ‘identities’. For strangers and familiars both, the management of projects and the manner in which closing is achieved matters
Business · Mathematics education · Political science · Public relations · Sociology · Computer Science · Emotional Labor in Professions · Language, Discourse, Communication Strategies · Law · Management and Organizational Studies · Psychology · Marketing
Ending the VAR protocol
Mobilizing assistance through troubles-complaints in L2 settings
Arrest Matters
Finding a “way out”
Educating Dora
Somewhere to turn to
Sequential legitimation
Withholding consent
Dispatching First Responders
The Anatomy of First-Time and Subsequent Business-to-Business “Cold” Calls
Troubles-Complaints and the Overall Structural Organization of Troubles-Remedy Sequences
Inside the Emergency Service Call-Center
Making Arrangements
Typical Patterns of Hoax and Genuine Emergency Calls
Contrastivity and comparability
Thanking actions
Sequential Standoffs in Police Encounters With the Public
Phase Structure and Resistance to Progressivity in Complaints Calls to the NHS
Resistance in Business-to-Business “Cold” Sales Calls
What Does “Resistance” Actually Look Like? The Respecification of Resistance as an Interactional Accomplishment
Delivering reassurance in online medical consultations
A turn to language
Closing live video streams
Request-Granting-Resistance Sequence in Chinese Public Service Calls
“Hold on, I’ll connect you to a human agent”
Utilizing AI to manage rapport
Thank you for your participation”
Material and embodied resources in the accomplishment of closings in technology-mediated business meetings
Of course you will succeed warrior
Shelving Issues
What are you taking away with you?’ Closing radio counselling encounters by reviewing progress
Repetition for real-time coordination of action
I just shot my mom
Critical timing of actions for transferring 911 calls in a wireless call center
Going against the interactional tide
Enquiry calls to GP surgeries in the United Kingdom
Dietary advice in chronic care
Resolving suspicion moment-by-moment. The overall structural organization of police encounters in the Spain-France border area
Sequential organization and interactional functions of patient loyalty in routine chronic encounters
Making the visible seen
"The turn-by-turn unfolding of "dialogue
Interactional challenges for non-native speakers of English in emergency telephone calls
Approaching institutional boundaries
"Do You Want to Continue?"-Coordinating the Closing of Conversations and Managing Face Concerns
Advising without personalising
Talk and social structure
Text in context
Structures of Social Action
Benefactors and beneficiaries
Accounting for the visit
Collectivities in action
Talk at work
Interaction Ritual
Sequence Organization in Interaction
When are persons ‘white’
Rights and Responsibilities in Calls for Help
Introduction
Contingency and Action
Categorizing the Categorizer”
Turn design and the organization of participation in instructional activities
The Terms of Agreement
Word repeats as unit ends
The routine as achievement
The Interaction Order
Opening up Closings
Describing trouble
The epistemics of social relations
In the heat of the sequence
Le parler frais d'Erving Goffman
On Complainability
When Words Fail
Sequencing in Conversational Openings1
Repair After Next Turn
| Unique citing works | 45 |
|---|---|
| Citations per year | 5 |
| Citation span | 2017 - 2026 (10) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 44 |