School of Social Sciences and Humanities, Loughborough University, Loughborough, UK.
Department of Language and Cognition, University College London, London, UK.
Sociol Health Illn. 2020 Jun;42(5):1202-1219. doi: 10.1111/1467-9566.13088. Epub 2020 Apr 18.
Callers to telephone helplines often seek advice beyond the authorisation of those staffing the service. On health helplines, this poses a problem to the call-taker. How do they manage the dilemma between, on the one hand, exceeding their competence and authority to give medical advice, and, on the other, leaving the caller unsatisfied with the service? We offer a framework in which to set newly identified practices along with those identified in previous studies. Using a set of calls to a medical helpline run by Parkinson's United Kingdom, we show that the call-taker manages the problem by (i) only suggesting courses of action highly marked for impersonality or contingency (displaying a 'low deontic stance', Stevanovic and Peräkylä 2012), and (ii) limiting the interactional risks of tailoring the advice to callers' personal circumstances. We show how our suggested framework of 'advising without personalising' may guide research into the difficult job of delivering advice where the service provider must observe a limit on what they can say.
打电话到电话求助热线的人经常寻求超出服务人员授权范围的建议。对于健康求助热线来说，这给接线员带来了一个问题。他们如何在一方面超越自己的能力和权威提供医疗建议，另一方面又让来电者对服务不满意之间做出权衡取舍？我们提供了一个框架，可以在其中设置新确定的实践以及之前研究中确定的实践。通过一组拨打帕金森氏症英国协会运营的医疗求助热线的电话，我们表明，接线员通过以下方式管理这个问题：（i）仅建议高度非个人化或偶发性的行动方案（表现出“低道义立场”，Stevanovic 和 Peräkylä 2012）；（ii）限制将建议定制为来电者个人情况的互动风险。我们展示了我们建议的“不个性化的建议”框架如何指导研究，在这种服务提供方必须遵守他们所能说的限制的情况下，提供建议是一项困难的工作。
