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• W2968264808 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." @default.
• W2968264808 created "2019-08-22" @default.
• W2968264808 creator A5019184188 @default.
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• W2968264808 date "2019-07-03" @default.
• W2968264808 modified "2023-10-13" @default.
• W2968264808 title "Conversation Analysis and Telephone Helplines for Health and Illness: A Narrative Review" @default.
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• W2968264808 doi "https://doi.org/10.1080/08351813.2019.1631035" @default.
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