Koole2022
| Koole2022 | |
|---|---|
| BibType | INCOLLECTION |
| Key | Koole2022 |
| Author(s) | Tom Koole, Lotte van Burgsteden |
| Title | Actions and Identities in Emergency Calls: The Case of Thanking |
| Editor(s) | Arnulf Deppermann, Michael Haugh |
| Tag(s) | EMCA, Emergency Calls, Thanking |
| Publisher | Cambridge University Press |
| Year | 2022 |
| Language | English |
| City | Cambridge |
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| Pages | 256–276 |
| URL | Link |
| DOI | 10.1017/9781108673419.013 |
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| Howpublished | |
| Book title | Action Ascription in Social Interaction |
| Chapter | |
Abstract
This chapter analyses emergency calls to see how the incident report of callers is ascribed either the action of making a request to the emergency call centre or the action of providing a service to the call centre. In accordance with Whalen & Zimmerman (1987) and Bergmann (1993), we see that when the caller thanks the call-taker in response to the dispatching of assistance, the caller’s incident report is treated as a request, while the call-taker by thanking the caller ascribes to the caller the action of having provided a service. Adding to their analyses, this chapter shows that action-ascription is subject to local interactional contingencies much more than to interaction-external identities such as the caller’s relation to the incident. We show examples where callers who are directly involved in the incident are treated as providing a service and we show examples of witness-callers who are treated as making a request. For action-ascription, this means that the turn to which an action is ascribed and the turn that ascribes the action need not be adjacent. Further, this chapter shows that in these not-adjacent contexts, the interaction in between may strongly impact upon the eventual action-ascription.
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