ABSTRACT

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 identities and institutional tasks. This article aims to illustrate the significant research themes by scholars who examine the interaction between callers and call takers in emergency call centers and considers directions for future research that contributes to theory and practice. Data are in American English.

摘要

对话分析家最早从事的工作是打电话给警察机构。从那时起，对语言和互动感兴趣的学者就制定了一项研究计划，该计划探索一种社会场合（公民需要紧急服务）的组织和情境特征。本文所审查的出版物解决了谈话的具体实践如何体现或与具体身份和机构任务联系起来的问题。本文旨在说明学者们研究紧急呼叫中心中呼叫者与呼叫者之间相互作用的重要研究主题，并考虑有助于理论和实践的未来研究方向。数据使用美式英语。