My computer is so slow: The use of laughables and laughter when dealing with computer problems in call-centre interaction
| Author: | Matthews, Dawn |
| Abstract: | |
| The main focus of this paper is to discuss how sequences of institutional talk which include laughables (Glenn: 2003) and laughter create alignment and/or affiliation. My analysis suggests that features of interaction such as laughter, laughables and assessments are used in order to create a stance towards a particular problem or situation. Using recorded telephone conversations between employees and customers of a gas supply company, I use Conversation Analysis to examine the design and sequential organisation of such sequences where participants depart from the task-orientated non-formal institutional talk (Heritage: 2005) and interact in a more informal manner, specifically by laughing. For this paper I specifically focus on sequences of talk which concern computer problems e.g. not working correctly or being ‘too slow’. Initial turns by the employee who introduce the trouble-source are treated as laughables but do not contain any laughter, this suggests that they are equivocal in design as the affiliatative stance of the customer needs establishing. In subsequent turns one recurring feature is assessments which I suggest are used by both participants to demonstrate stance or alignment towards the computer problem and very often leads to affiliation. Once affiliation is achieved the employee will return the conversation back to task orientated talk. In sum my initial research suggests that laughables, laughter and assessments contribute towards alignment and affiliation being achieved between participants in non-formal institutional talk, and also affects the trajectory of the call. |
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