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Intervening with Conversation Analysis in Telephone Helpline Services: Strategies to Improve Effectiveness

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dc.contributor.author Hepburn, Alexa
dc.contributor.author Wilkinson, Sue
dc.contributor.author Butler, Carly
dc.date.accessioned 2019-01-30T21:50:24Z
dc.date.available 2019-01-30T21:50:24Z
dc.date.issued 2014
dc.identifier.citation Hepburn, Alexa; Wilkinson, Sue; Butler, Carly. (2014). Intervening with Conversation Analysis in Telephone Helpline Services: Strategies to Improve Effectiveness. Research on Language and Social Interaction: 47(3), 239-254. en_US
dc.identifier.uri https://dspace.lboro.ac.uk/dspace-jspui/bitstream/2134/15720/3/8008%28r1%29%20Hepburn%20Wilkinson%20and%20Butler%20%2b%20editor.pdf
dc.identifier.uri http://hdl.handle.net/20.500.11990/1131
dc.description.abstract This article overviews the way conversation analytic work on telephone helplines can make an impact in practical situations. It takes three illustrative themes in helpline research: (a) the giving, receiving, and resisting of advice; (b) the expression of strong emotion and its identification, management, and then coordination with helpline goals; (c) how helplines’ policies and practices shape the interactions between caller and call-taker. For each of these themes, we show how CA research insights have been applied to improve helpline effectiveness. This has been done through a variety of practice-based reports, consultancy exercises and training initiatives, including workshops where we aim to identify and facilitate good practice. Intervention studies of this type are at the forefront of interactional research on telephone helplines. Data are in Australian and British English. (Author Abstract) en_US
dc.language.iso en_US en_US
dc.publisher Loughborough University en_US
dc.subject Research en_US
dc.subject Helpline en_US
dc.subject Hotline en_US
dc.subject Crisis Counseling en_US
dc.subject Referrals en_US
dc.subject Social Support en_US
dc.subject Child Abuse en_US
dc.subject Emotional Distress en_US
dc.subject Front-line en_US
dc.subject Practitioners en_US
dc.subject Safety Plan en_US
dc.subject Trauma-informed en_US
dc.subject Empowerment en_US
dc.subject Individualized Support en_US
dc.subject Data Collection en_US
dc.subject Organizational Planning en_US
dc.subject Training en_US
dc.subject Standardization en_US
dc.subject Framework en_US
dc.subject Ethnicity en_US
dc.subject Intervention en_US
dc.subject Empathy en_US
dc.title Intervening with Conversation Analysis in Telephone Helpline Services: Strategies to Improve Effectiveness en_US
dc.type Article en_US


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