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11 - Actions and Identities in Emergency Calls

The Case of Thanking

from Part II - Practices of Action Ascription

Published online by Cambridge University Press:  17 February 2022

By
Tom Koole  and
Lotte van Burgsteden
Edited by
Arnulf Deppermann  and
Michael Haugh
Arnulf Deppermann
Affiliation:
Universität Mannheim, Germany
Michael Haugh
Affiliation:
University of Queensland
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Summary

This chapter analyses emergency calls to see how the incident report of callers is ascribed either the action of making a request to the emergency call centre or the action of providing a service to the call centre. In accordance with Whalen & Zimmerman (1987) and Bergmann (1993), we see that when the caller thanks the call-taker in response to the dispatching of assistance, the caller’s incident report is treated as a request, while the call-taker by thanking the caller ascribes to the caller the action of having provided a service. Adding to their analyses, this chapter shows that action-ascription is subject to local interactional contingencies much more than to interaction-external identities such as the caller’s relation to the incident. We show examples where callers who are directly involved in the incident are treated as providing a service and we show examples of witness-callers who are treated as making a request. For action-ascription, this means that the turn to which an action is ascribed and the turn that ascribes the action need not be adjacent. Further, this chapter shows that in these not-adjacent contexts, the interaction in between may strongly impact upon the eventual action-ascription.

Keywords

action ascriptionemergency callsbenefactorbeneficiarycontingency
Type
Chapter
Information
Action Ascription in Interaction , pp. 256 - 276
Publisher: Cambridge University Press
Print publication year: 2022

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