The termination of complaints in calls to an authority for student support

Ekström, Mats; Lundström, Fredrik

doi:10.1016/j.pragma.2014.09.006

Cited by 17 publications

(20 citation statements)

References 26 publications

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“…The clients are thus expected to accept the decisions and the authority of the officials without detailed information about the rules. This is also evident in examples when call‐takers repeat such general ‘we don't do that’ replies in response to clients questioning of negative decisions (Ekström and Lundström ).…”

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 94%

“…Each of the activities studied in this article would be possible to analyze in more detail (Ekström et al . ; Ekström and Lundström ). The applied form of CA presented in this study is a light version, rigorous as such, but mainly intended to show how the application of rules can be analyzed as interactional achievements.…”

Section: A Multi‐level Approach To Frontline Interactionmentioning

confidence: 97%

“…Affiliation or empathy with the callers' troubles are minimized or avoided, and the officials rarely relate to their own personal experiences or recommendations (Ekström et al . ; Ekström and Lundström ). On the other hand, it is in the interaction and the individual cases that the discretion is finally negotiated, decided and justified.…”

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 97%

“…Making decisions in conversations with the clients is a different activity compared with the back‐stage decisions on written applications. Decisions are developed and designed for the client in the interaction, and the progression of the conversation is conditioned by the client's acceptance of the decision (Ekström and Lundström ). In this analysis we focus more specifically on how officials handle and display the possibilities for exceptions to the rules, as an aspect of discretion, when decisions are delivered in the telephone calls.…”

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 99%

“…In this call, this was followed by the caller's acceptance of the solution. It also happens that call‐takers have to close calls without an agreement (Ekström and Lundström ).…”

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 99%

See 4 more Smart Citations

Towards a Multi‐level Approach on Frontline Interactions in the Public Sector: Institutional Transformations and the Dynamics of Real‐time Interactions

Bruhn

Ekström

2015

Soc Policy Adm

Self Cite

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This study develops a multi-level approach on frontline interactions in the public sector. Previous research suggests that detailed analyses of frontline interactions are essential to our understanding of how welfare services take shape when policies and rules are applied and negotiated in individual cases. The dynamics and performances of real-time interactions have, however, rarely been analyzed as such. This study shows how the methods developed in the field of Conversation Analysis can contribute to this research. Our multi-level approach integrates analyses of the policy-and institutional transformations that shape conditions for frontline interactions; and analyses of how policies and rules are evoked, negotiated and reshaped in the turn-by-turn organization and performances of interaction. The approach is applied on an analysis of how rules regarding financial aid are applied in an authority highly affected by changes in welfare policy towards standardization and detailed regulations. The empirical case is the Swedish Board for Study Support. The empirical study includes analyses of documents, interviews and analyses of taped telephone conversations. The study shows how institutional arrangements of standardization, detailed regulations, monitoring and depersonalization, structure the frontline work and shape narrow frames for officials' discretion in interactions with clients. The study also shows how rules are invoked and negotiated in recurrent practices in the interaction: in the careful design of decisions; in the investigations of alternatives and exceptions from the rules in order to find solutions to the client's problems. The analyses of concrete interactional practices clearly indicate that also a rule-governed work dominated by task discretion involves recurrent negotiations, flexibility and local policy-making.

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Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 94%

Section: A Multi‐level Approach To Frontline Interactionmentioning

confidence: 97%

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 97%

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 99%

“…In this call, this was followed by the caller's acceptance of the solution. It also happens that call‐takers have to close calls without an agreement (Ekström and Lundström ).…”

Section: The Application Of Rules In Telephone Conversations With CLImentioning

confidence: 99%

See 3 more Smart Citations

Towards a Multi‐level Approach on Frontline Interactions in the Public Sector: Institutional Transformations and the Dynamics of Real‐time Interactions

Bruhn

Ekström

2015

Soc Policy Adm

Self Cite

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“So What Are You, a Telephone?”: Emotion Management in Complaint Responses in BELF Phone Interactions

Liu,

Liu

2023

Advances in (Im)politeness Studies

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(Im)politeness at a Slovenian Call Centre

Orthaber

2023

Advances in (Im)politeness Studies

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This thesis and the work to which it refers are the results of my own efforts. Any ideas, data, images or text resulting from the work of others (whether published or unpublished) are fully identified as such within the work and attributed to their originator in the text, bibliography or in footnotes. This thesis has not been submitted in whole or in part for any other academic degree or professional qualification. I agree that the University has the right to submit my work to the plagiarism detection service TurnitinUK for originality checks. Whether or not drafts have been so-assessed, the University reserves the right to require an electronic version of the final document (as submitted) for assessment as above.

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The termination of complaints in calls to an authority for student support

Cited by 17 publications

References 26 publications

Towards a Multi‐level Approach on Frontline Interactions in the Public Sector: Institutional Transformations and the Dynamics of Real‐time Interactions

Towards a Multi‐level Approach on Frontline Interactions in the Public Sector: Institutional Transformations and the Dynamics of Real‐time Interactions

“So What Are You, a Telephone?”: Emotion Management in Complaint Responses in BELF Phone Interactions

(Im)politeness at a Slovenian Call Centre

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