The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment
This paper outlines an interactional device utilised by call takers to achieve the organisational goals of information provision and client empowerment on a mental health information line. Following problem presentations or requests for advice by callers, call takers were found at times to utilise a...
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| Publicat a: | URI:https://journals.openedition.org/sds, |
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| Format: | Article ou chapitre numérique |
| Idioma: | Anglais |
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Sciences de la société
2014
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| Accés en línia: | Accès Université d'Orléans et IFPM Accès Université d'Orléans et IFPM |
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openedition-oai:revues.org:sds_430 |
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openedition |
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openedition-oai:revues.org:sds_430 https://doi.org/10.4000/sds.430 urn:doi:10.4000/sds.430 en https://journals.openedition.org/sds/430 2014-02-11T01:00:00Z info:eu-repo/semantics/openAccess article info:eu-repo/semantics/article urn:handle:20.500.13089/kkwr https://creativecommons.org/licenses/by-nc-nd/4.0/ The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment Sciences de la société Presses universitaires du Midi info:eu-repo/semantics/reference/issn/2275-2145 info:eu-repo/semantics/reference/issn/1168-1446 URI:https://journals.openedition.org/sds Moore, John organizational interaction advice empowerment helpline interaction conversation analysis interactions organisationnelles conseil responsabilisation interactions en service d’aide téléphonique analyse de conversations This paper outlines an interactional device utilised by call takers to achieve the organisational goals of information provision and client empowerment on a mental health information line. Following problem presentations or requests for advice by callers, call takers were found at times to utilise a conditional ‘if / then’ format for proffering a course of action to callers (e.g. “If you wanted those treatments, then I guess it’s going to your G.P.”). Callers can then align (or not) with the course of action, and as such are seen to make a decision on their own future actions. Using this ‘if / then’ construction thus allows the call takers to achieve their organisational remits of information provision and empowerment, while also managing an organisational restriction on giving advice. As such, these ‘if / then’ constructions may be seen as an interactional device through which this particular organisation is constructed in discourse. Cet article expose un dispositif interactionnel utilisé par les preneurs d’appels d’une ligne d’information sur la santé mentale alors qu’ils accomplissent la mission organisationnelle de prodiguer de l’information et de responsabiliser des clients. Suite à l’exposé de problèmes ou de demandes de conseil de la part des appelants, les preneurs d’appels recourent parfois à des formulations de type conditionnel si–alors afin de leur suggérer une conduite particulière (par exemple, « si vous souhaitez obtenir ces traitements, alors je crois que vous devez consulter votre médecin généraliste »). Les appelants peuvent conséquemment s’aligner (ou non) avec la conduite proposée, auquel cas ils sont ainsi considérés comme ayant pris eux-mêmes une décision concernant leurs actions à venir. Le recours à la construction si–alors permet aux preneurs d’appels d’accomplir leurs mandats organisationnels consistant à fournir de l’information et responsabiliser, tout en gérant une restriction organisationnelle qui leur est imposée sur la livraison de conseils. Les constructions si– alors peuvent être conçues comme un dispositif interactionnel par lequel cette organisation spécifique se construit à travers le discours. |
| collection |
OpenEdition Journal |
| language |
Anglais |
| format |
Article ou chapitre numérique |
| building |
0/Bibliothèque numérique/ 1/Bibliothèque numérique/OpenEdition Journals/ |
| topic |
organizational interaction advice empowerment helpline interaction conversation analysis interactions organisationnelles conseil responsabilisation interactions en service d’aide téléphonique analyse de conversations |
| spellingShingle |
organizational interaction advice empowerment helpline interaction conversation analysis interactions organisationnelles conseil responsabilisation interactions en service d’aide téléphonique analyse de conversations Moore, John The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment |
| description |
This paper outlines an interactional device utilised by call takers to achieve the organisational goals of information provision and client empowerment on a mental health information line. Following problem presentations or requests for advice by callers, call takers were found at times to utilise a conditional ‘if / then’ format for proffering a course of action to callers (e.g. “If you wanted those treatments, then I guess it’s going to your G.P.”). Callers can then align (or not) with the course of action, and as such are seen to make a decision on their own future actions. Using this ‘if / then’ construction thus allows the call takers to achieve their organisational remits of information provision and empowerment, while also managing an organisational restriction on giving advice. As such, these ‘if / then’ constructions may be seen as an interactional device through which this particular organisation is constructed in discourse. |
| author |
Moore, John |
| author_facet |
Moore, John |
| author_sort |
Moore, John |
| title |
The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment |
| title_short |
The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment |
| title_full |
The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment |
| title_fullStr |
The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment |
| title_full_unstemmed |
The Use of If/ Then Constructions in the Achievement of Information Provision and Client Empowerment |
| title_sort |
use of if/ then constructions in the achievement of information provision and client empowerment |
| publisher |
Sciences de la société |
| publishDate |
2014 |
| container_title |
URI:https://journals.openedition.org/sds |
| url |
https://ezproxy.univ-orleans.fr/login?url=https://doi.org/10.4000/sds.430 https://ezproxy.univ-orleans.fr/login?url=https://journals.openedition.org/sds/430 |
| _version_ |
1877243289864765440 |