Stommel Wyke, Van Der Houwen Fleur
Commun Med. 2015;12(2-3):243-56. doi: 10.1558/cam.18298.
In this article, we examine problem presentations in e-mail and chat counseling. Previous studies of online counseling have found that the medium (e.g., chat, email) impacts the unfolding interaction. However, the implications for counseling are unclear. We focus on problem presentations and use conversation analysis to compare 15 chat and 22 e-mail interactions from the same counseling program. We find that in e-mail counseling, counselors open up the interactional space to discuss various issues, whereas in chat, counselors restrict problem presentations and give the client less space to elaborate. We also find that in e-mail counseling, clients use narratives to present their problem and orient to its seriousness and legitimacy, while in chat counseling, they construct problem presentations using a symptom or a diagnosis. Furthermore, in email counseling, clients close their problem presentations stating completeness, while in chat counseling, counselors treat clients’ problem presentations as incomplete. Our findings shed light on how the medium has implications for counseling.
在本文中，我们研究了电子邮件和聊天咨询中的问题呈现。以往对在线咨询的研究发现，媒介（如聊天、电子邮件）会影响互动的展开。然而，其对咨询的影响尚不清楚。我们聚焦于问题呈现，并使用会话分析来比较来自同一咨询项目的15次聊天互动和22次电子邮件互动。我们发现，在电子邮件咨询中，咨询师会开放互动空间以讨论各种问题，而在聊天咨询中，咨询师会限制问题呈现，给予客户较少的详细阐述空间。我们还发现，在电子邮件咨询中，客户使用叙述来呈现他们的问题，并表明问题的严重性和合理性，而在聊天咨询中，他们使用症状或诊断来构建问题呈现。此外，在电子邮件咨询中，客户以陈述完整性的方式结束他们的问题呈现，而在聊天咨询中，咨询师将客户的问题呈现视为不完整。我们的研究结果揭示了媒介如何对咨询产生影响。
