Within the context of service inquiries, and the specialized inferential logic associated with the particularized activities there is a gap in the orientations of customers and service representatives. Specifically, one problem that arises in customer service encounters is that customers and service representatives appear to arrive at different understandings of what constitutes a relevant response to a service inquiry. By examining one type of customer service context, calls to an electronic repair facility, this article offers a conversation analytic account of (...) how customers use formulations to collaboratively achieve a mutually agreed upon answer to their service inquiry and close the gap in the underlying logics that emerge in these calls. (shrink)

Although the practice of formulating has been examined in a variety of institutional settings, its realization in the framework of school interaction has received no attention from a conversation analytic perspective. The present article aspires to fill this gap, offering some preliminary remarks about how reformulations, namely versions of what was previously said or implied, are accomplished in the classroom. More specifically, two types of the teacher’s reformulations are distinguished, on the basis of his/her epistemic access to what is reformulated. (...) The research aims at demonstrating how a general practice adapts to the central activities of the setting in which it is employed. (shrink)

This paper analyses one specific conversational practice of formulation called ‘notionalization’. It consists in the transformation of a description by a prior speaker into a categorization by the next speaker. Sequences of this kind are a “natural laboratory” for studying the differences between descriptions and categorizations regarding their semantic, interactional, and rhetorical properties: Descriptive/narrative versions are often vague and tentative, multi unit turns, which are temporalized and episodic, offering a lot of contingent, situational, and indexical detail. Notionalizations turn them into (...) condensed, abstract, timeless, and often agentless categorizations expressed by a noun (phrase) within one turn constructional unit (TCU). Drawing on audio- and video-taped German data from various types of interaction, the paper focuses on one particular practice of notionalization, the formulation of purportedly common ground by TCUs prefaced with the connective also . The paper discusses their turn-constructional and morphological properties, pointing out affinities of notionalization with language for special purposes. Notionalizations are used for reducing detail and for topical closure. They provide grounds for emergent keywords, which can be reused to re-contextualize topical issues and interactional histories efficiently. Notionalizations are powerful means for accomplishing intersubjectivity while pursuing (sometimes one-sided) practical relevancies at the same time. Their inevitably perspective design thus may lead to re-open the issue they were deemed to settle. The paper closes with an outlook to other practices of notionalization, pointing to dimensions of interactionally relevant variation and commonalities. (shrink)