ABSTRACT

What do we know about how telephone helplines support, inform, and advise people with a range of physical and mental health concerns? Conversation Analysis has over the recent decade provided a wealth of analytic insight into how call takers and callers bring off what are sometimes very sensitive and challenging encounters. We review 37 studies offering fine-grained analysis of audio-recorded naturally occurring helpline interactions. We describe the main practices identified, including openings and trouble-tellings, emotions and responses, advice giving, closings, authenticity, identity, and assessments. We conclude with consideration of how the study of helplines might evolve, including the comparison of telephone-based support with that provided via other technologies such as online chat. Data are in British English.

摘要

我们对电话热线如何支持，告知和建议患有一系列身心健康问题的人了解什么？对话分析在最近十年中提供了丰富的分析见解，可以了解呼叫者和呼叫者如何摆脱有时非常敏感和具有挑战性的遭遇。我们回顾了37项研究，这些研究对音频记录的自然发生的热线电话互动进行了细粒度分析。我们描述了已识别的主要实践，包括开场白和讲故事，情绪和反应，建议的提供，结语，真实性，身份和评估。我们以对热线电话的研究如何发展的结论作为考虑，包括将基于电话的支持与通过其他技术（例如在线聊天）提供的支持进行比较。数据使用英式英语。