The flight from conversation: Analysis of efforts to encourage clients to move from talk to text in calls to a Swedish public service agency
2014 (English)Conference paper, Abstract (Other academic)
The rapid development of new information technology during the last decade has changed the way public institutions are communicating with clients. In Sweden and elsewhere, face-to-face and telephone conversations are increasingly being replaced by different kinds of computer mediated communication such as e-mail, chats, and web-based documents. This development frequently entails a shift from talk to text. The Swedish Board for Study Support (SBSS) is a case in point. This state institution was founded in the late 1960's and it is the sole administrator of student financial aid in Sweden. Up until a few years ago the SBSS had several regional offices that students and loan takers could visit to receive advice regarding the application and payback of loans in face-to face meetings with representatives of the institution. Today, several of the regional offices have closed down and those that remain do typically not offer face-to-face consultations with clients. A significant proportion of the SBSS's current clientel handle the application and repayment of loan without ever visiting or calling the agency and those who do contact the SBSS by telephone are recurrently encouraged to use the agency's web-based services. These telephone conversations provide the focus for my presentation. In particular, I will explore how loan officers go about launching proposals that the client make use of the agency's web-based resources and how such proposals are received by clients. The presentation is part of a larger research project that explores talk and social organization in interactions between clients and professionals in the public sector.
Place, publisher, year, edition, pages
General Language Studies and Linguistics
Research subject Linguistics
IdentifiersURN: urn:nbn:se:uu:diva-280350OAI: oai:DiVA.org:uu-280350DiVA: diva2:910629
Nordic Interdisciplinary Conference on Discourse and Interaction, University of Jyväskylä, November 12
ProjectsSamtalspraktiker i service och myndighetsutövning: En studie av hur Centrala Studiestödsnämndens myndighetsuppdrag hanteras och omsätts i handling i telefonsamtal mellan handläggare och låntagare.
FunderSwedish Research Council, 2010-1736