Collaborative problem description in help desk calls

Chapters in this book

1. Prelim pages i
2. Table of contents v
3. Notes on contributors xi
4. Preface xv
5. Calling for help 1
6. Technical assistance
7. Calibrating for competence in calls to technical support 39
8. Collaborative problem description in help desk calls 63
9. The metaphoric use of space in expert-lay interaction about computing systems 91
10. Emotional support
11. The mitigation of advice 109
12. Four observations on openings in calls to Kids Help Line 133
13. ‘I just want to hear somebody right now’ 153
14. Healthcare provision
15. Callers’ presentations of problems in telephone calls to Swedish primary care 177
16. Constructing and negotiating advice in calls to a poison information center 207
17. Consumer assistance
18. Opportunities for negotiation at the interface of phone calls and service-counter interaction 237
19. Institutionality at issue 257
20. Aspects of call management
21. Some initial reflections on conversational structures for instruction giving 287
22. Working a call 309
23. Name Index 347
24. Subject Index 349