Structure, complexity and cooperation in parallel external chat interactions

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Resumé

This article examines structure, complexity and cooperation in external chat interactions at the workplace in which one of the participants is taking part in multiple parallel conversations. The investigation is based on an analysis of nine chat interactions in a work-related context, with particular focus on the content of the parallel time spans of the chat interactions. The analysis was inspired by applied conversation analysis (CA). The empirical material has been placed at my disposal by Kristelig Fagbevægelse (Krifa), which is Denmark’s third-largest trade union. The article’s overall focus is on “turn-taking organisation as the fundamental and generic aspect of interaction organisation” (Drew & Heritage, 1992, p. 25), including the use of turn-taking rules, adjacency pairs, and the importance of pauses. Even though the employee and the union members do not know one another and cannot see, hear, or touch one another, it is possible to detect an informal, pleasant tone in their interactions. This challenges the basically asymmetrical relationship between employee and customer, and one can sense a further level of asymmetry. In terms of medium, chat interactions exist via various references to other media, including telephone calls and e-mails.
OriginalsprogEngelsk
TidsskriftMedieKultur. Journal of media and communication research
Vol/bind28
Udgave nummer53
Sider (fra-til)57-81
Antal sider25
ISSN0900-9671
StatusUdgivet - 2012

Citer dette

@article{fde058aa570e4ae99166593a51388629,
title = "Structure, complexity and cooperation in parallel external chat interactions",
abstract = "This article examines structure, complexity and cooperation in external chat interactions at the workplace in which one of the participants is taking part in multiple parallel conversations. The investigation is based on an analysis of nine chat interactions in a work-related context, with particular focus on the content of the parallel time spans of the chat interactions. The analysis was inspired by applied conversation analysis (CA). The empirical material has been placed at my disposal by Kristelig Fagbev{\ae}gelse (Krifa), which is Denmark’s third-largest trade union. The article’s overall focus is on “turn-taking organisation as the fundamental and generic aspect of interaction organisation” (Drew & Heritage, 1992, p. 25), including the use of turn-taking rules, adjacency pairs, and the importance of pauses. Even though the employee and the union members do not know one another and cannot see, hear, or touch one another, it is possible to detect an informal, pleasant tone in their interactions. This challenges the basically asymmetrical relationship between employee and customer, and one can sense a further level of asymmetry. In terms of medium, chat interactions exist via various references to other media, including telephone calls and e-mails.",
author = "Anette Gr{\o}nning",
year = "2012",
language = "English",
volume = "28",
pages = "57--81",
journal = "MedieKultur",
issn = "0900-9671",
publisher = "Statsbiblioteket",
number = "53",

}

Structure, complexity and cooperation in parallel external chat interactions. / Grønning, Anette.

I: MedieKultur. Journal of media and communication research, Bind 28, Nr. 53, 2012, s. 57-81.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

TY - JOUR

T1 - Structure, complexity and cooperation in parallel external chat interactions

AU - Grønning, Anette

PY - 2012

Y1 - 2012

N2 - This article examines structure, complexity and cooperation in external chat interactions at the workplace in which one of the participants is taking part in multiple parallel conversations. The investigation is based on an analysis of nine chat interactions in a work-related context, with particular focus on the content of the parallel time spans of the chat interactions. The analysis was inspired by applied conversation analysis (CA). The empirical material has been placed at my disposal by Kristelig Fagbevægelse (Krifa), which is Denmark’s third-largest trade union. The article’s overall focus is on “turn-taking organisation as the fundamental and generic aspect of interaction organisation” (Drew & Heritage, 1992, p. 25), including the use of turn-taking rules, adjacency pairs, and the importance of pauses. Even though the employee and the union members do not know one another and cannot see, hear, or touch one another, it is possible to detect an informal, pleasant tone in their interactions. This challenges the basically asymmetrical relationship between employee and customer, and one can sense a further level of asymmetry. In terms of medium, chat interactions exist via various references to other media, including telephone calls and e-mails.

AB - This article examines structure, complexity and cooperation in external chat interactions at the workplace in which one of the participants is taking part in multiple parallel conversations. The investigation is based on an analysis of nine chat interactions in a work-related context, with particular focus on the content of the parallel time spans of the chat interactions. The analysis was inspired by applied conversation analysis (CA). The empirical material has been placed at my disposal by Kristelig Fagbevægelse (Krifa), which is Denmark’s third-largest trade union. The article’s overall focus is on “turn-taking organisation as the fundamental and generic aspect of interaction organisation” (Drew & Heritage, 1992, p. 25), including the use of turn-taking rules, adjacency pairs, and the importance of pauses. Even though the employee and the union members do not know one another and cannot see, hear, or touch one another, it is possible to detect an informal, pleasant tone in their interactions. This challenges the basically asymmetrical relationship between employee and customer, and one can sense a further level of asymmetry. In terms of medium, chat interactions exist via various references to other media, including telephone calls and e-mails.

M3 - Journal article

VL - 28

SP - 57

EP - 81

JO - MedieKultur

JF - MedieKultur

SN - 0900-9671

IS - 53

ER -