1887
Volume 19, Issue 1
  • ISSN 0257-3784
  • E-ISSN: 2212-9731

Abstract

Abstract

This study investigates the role of identification and frame mismatch in Korean telephone call openings using conversation analysis on a series of problematic telephone calls made to the emergency center from a Korean governor (Moon-Soo, Kim) in 2011. Close examination of the problematic interaction indicates how delivering emergency care as a public service may evolve into a dispute in the Korean cultural context of (“identifying oneself by official status”). A mismatch between frames (Tracy, 1997) can be identified when the governor asks for the name of the answerer instead of presenting the reason for the call. Comparable examples from Korean conversational telephone calls are noted in which the answerer provides their name in the opening moments of the interaction, thereby depicting a strong expectation for identification and recognition in Korean openings. This paper argues that the governor’s actions can be explained by a mismatch between the public and private frames in relation to identification practices. The study findings may highlight the important role that identification and recognition plays in Korean culture and suggest methods through which future problematic emergency calls can be prevented.

Available under the CC BY-NC 4.0 license.
Loading

Article metrics loading...

/content/journals/10.1075/kl.22002.par
2023-06-08
2024-06-12
Loading full text...

Full text loading...

/deliver/fulltext/kl.22002.par.html?itemId=/content/journals/10.1075/kl.22002.par&mimeType=html&fmt=ahah

References

  1. Ahn, J-Y.
    2021, November14. Minjudang, “Lee Jaemyung, Kim Moon-soo-wa talli kongsa kyubyelhay 119-ey ilpan simin-ui casey-ro chimchak-kakey sinko-hay-ss-ta” Democratic party reports that unlike Kim Moon-soo, Lee Jae-myung knew how to draw a line between private and public affairs. Open News Report. www.onews.tv/news/articleView.html?idxno=98152
    [Google Scholar]
  2. Atkinson, J. M. & Heritage, J.
    1984 “Structures of Social Action: Studies in Conversation Analysis.” Cambridge: Cambridge University Press.
    [Google Scholar]
  3. Berger, E.
    2017 “The Interactional Achievement of Tellability: A Study of Story-openings.” Revue Française de Linguistique Appliquee22(2): 89–107. 10.3917/rfla.222.0089
    https://doi.org/10.3917/rfla.222.0089 [Google Scholar]
  4. Bucholt, M. & Hall, K.
    2005 “Identity and Interaction: A Sociocultural Linguistic Approach.” Discourse Studies7(4–5): 585–614. 10.1177/1461445605054407
    https://doi.org/10.1177/1461445605054407 [Google Scholar]
  5. Choe, S-H.
    2018, April13. Sister of Korean ‘Nut Rage’ Heiress Accused of Throwing Her Own Tantrum. The New York Times. https://www.nytimes.com/2018/04/13/world/asia/nut-rage-sister-korean-air.html
    [Google Scholar]
  6. Cromdal, J., Landqvist, H., Persson-Thunqvist, D., & Osvaldsson, K.
    2012 “Finding out what’s happened: Two procedures for opening emergency calls.” Discourse Studies14(4): 371–397. 10.1177/1461445612439960
    https://doi.org/10.1177/1461445612439960 [Google Scholar]
  7. Drew, P.
    1997 “Open Class Repair Initiators in Response to Sequential Sources of Troubles in Conversation.” Journal of Pragmatics28(1): 69–101. 10.1016/S0378‑2166(97)89759‑7
    https://doi.org/10.1016/S0378-2166(97)89759-7 [Google Scholar]
  8. Goodwin, C.
    1984 “Notes on Story Structure and the Organization of Participation.” pp.225–47. Atkinson & Heritage (eds.), Structures of social action: Studies in conversation analysis. Cambridge: Cambridge University Press.
    [Google Scholar]
  9. Goodwin, C. & Goodwin, M.
    2004 “Participation.” InA. Duranti (ed.) A Companion to Linguistic Anthropology (pp.33–54). Stanford CT: Ablex.
    [Google Scholar]
  10. Heritage, J.
    1984 “A Change of State Token and Aspects of its Sequential Placement.” pp.299–345Maxwell Atkinson and John Heritage (eds.), Structures of Social Action: Conversation Analysis. Cambridge: Cambridge.
    [Google Scholar]
  11. Heritage & Clayman
    Heritage & Clayman 2010 “Talk in Action: Interaction, Identities, and Institutions.” United Kingdom: Wiley-Blackwell. 10.1002/9781444318135
    https://doi.org/10.1002/9781444318135 [Google Scholar]
  12. Heritage, J. & Raymond, G.
    2012 “Navigating Epistemic Landscapes: Acquiesence, Agency and Resistance in Responses to Polar Questions.” pp.179–192. Jan P. de Ruiter (ed.), Questions: Formal, functional and interactional Perspectives. Cambridge: Cambridge University Press. 10.1017/CBO9781139045414.013
    https://doi.org/10.1017/CBO9781139045414.013 [Google Scholar]
  13. Hutchby, I. & Barnett, S.
    2005 “Aspects of the Sequential Organization of Mobile Phone Conversation.” Discourse Studies7(2): 147–171. 10.1177/1461445605050364
    https://doi.org/10.1177/1461445605050364 [Google Scholar]
  14. Jung, J-E.
    2011, December29. Jin Jungkwon “Kim Moon-soo cisa-tawesseya”..taytomin kongkaysakwa yokwu. “Jin Jungkwon says “Kim Moon-soo should have acted live a governor”… He should apologize to the do-residents. https://news.mt.co.kr/mtview.php?no=2011122910033737181&outlink=1&ref=https%3A%2F%2Fsearch.naver.com
    [Google Scholar]
  15. Kent, A., & Antaki, C.
    2019 “Police call-takers’ first substantive question projects the outcome of the call.” Applied Linguistics41(5):640–661. 10.1093/applin/amz002
    https://doi.org/10.1093/applin/amz002 [Google Scholar]
  16. Kevoe-Feldman, H.
    2016 “Why are you concerned?” A consideration of turn distance and the organization of the interrogative series in “wellness check” calls to a university police department. Discourse Processes, 53(7): 556–580. 10.1080/0163853X.2015.1080402
    https://doi.org/10.1080/0163853X.2015.1080402 [Google Scholar]
  17. 2019 “Inside the Emergency Service Call-Center: Reviewing Thirty Years of Language and Social Interaction Research.” Research on Language and Social Interaction, 52(3), 227–240. 10.1080/08351813.2019.1631038
    https://doi.org/10.1080/08351813.2019.1631038 [Google Scholar]
  18. Kevoe-Feldman, H., & Pomerantz, A.
    2018 Critical timing of actions for transferring 911 calls in a wireless call center. Discourse Studies, 20(4): 488–505. 10.1177/1461445618756182
    https://doi.org/10.1177/1461445618756182 [Google Scholar]
  19. Kim, H. S.
    2015 Resisting the terms of polar questions through ani (‘no’)-prefacing in Korean conversation. Discourse Processes, 52(4), 311–334. 10.1080/0163853X.2014.954950
    https://doi.org/10.1080/0163853X.2014.954950 [Google Scholar]
  20. Kim, J-H.
    2019, March15. 119 shinko hankang twusinca-ey swuyenghamwe cenhwa cal-hanta…taywon 3 myeng cingkye. “119 call han river drownee “you’re calling while swimming?”…three officers under disciplinary measures. Yonhap news. https://www.yna.co.kr/view/AKR20190315145851004
  21. Kim, K-H.
    2021Rume hwaksaney Lee Jae-myung aney tonghwa saeyngjungkey, 119 nokum-to kongkae ‘Against false rumors Lee Jae-myung reveals phone conversations with wife and 119 recordings.’ Chosun ilbo. https://www.chosun.com/politics/politics_general/2021/11/15/HIVYAJBUL5G5TG67AKEUFAFKHI/?utm_source=naver&utm_medium=referral&utm_campaign=naver-news
    [Google Scholar]
  22. Kim, T-H., Kim, J-G., Woo, N-G., & J-H. Kim
    2017 “A study on the improvement of work and training to make better Korean 119 dispatcher’s response ability.” Journal of the Society of Disaster Information. 13(4): 550–561.
    [Google Scholar]
  23. Koole, T., and Verberg, N.
    2017 “Aligning Caller and Call-taker.” Pragmatics and Society, 8(1): 129–153. 10.1075/ps.8.1.07koo
    https://doi.org/10.1075/ps.8.1.07koo [Google Scholar]
  24. Laforest, M.
    2012 “The False Report during an Emergency Call: Using Discourse Analysis to Detect Deceit.” Proceedings of the International Association of Forensic Linguists’ Tenth Biennal Conference, Birmingham, Center of forensic linguistics, pp.139–152.
    [Google Scholar]
  25. Lee, S.-H.
    2006 “Second summoning in Korean telephone conversation openings.” Language in Society, 351, 261–283. 10.1017/S0047404506060118
    https://doi.org/10.1017/S0047404506060118 [Google Scholar]
  26. Schegloff, E. A.
    1987 “Analyzing single episodes of conversation: an exercise in conversation analysis.” Social Psychology Quarterly501. 10.2307/2786745
    https://doi.org/10.2307/2786745 [Google Scholar]
  27. McConnell-Ginet, S.
    1989 The sexual (re)production of meaning: A discourse-based theory. Pp.35–50. InF. W. Frank and P. A. Treichler (Eds.), Language, gender and professional writing: Theoretical approaches and guidelines for nonsexist usage. New York: MLA Publications.
    [Google Scholar]
  28. 2002 “Queering’ Semantics: Definitional Struggles. pp.137–160. InK. Campbell-Kibler, R. Podesva, S. Roberts, and A. Wong (eds.), Language and Sexuality: Contesting Meaning in Theory and Practice, CSLI.
    [Google Scholar]
  29. Meehan, A. J.
    1983 “Assessing the “police-worthiness” of citizen’s complaints to the police: accountability and the negotiation of “facts”” pp.116–140. InD. Helm (ed.), The Interactional Order: New Directions in the Study of Social Orders, Irvington, New York.
    [Google Scholar]
  30. Raymond, G. & Zimmerman, D.
    2016 “Closing matters: Alignment and misalignment in sequence and call closings in institutional interaction.” Discourse Studies, 18(6), 716–736. 10.1177/1461445616667141
    https://doi.org/10.1177/1461445616667141 [Google Scholar]
  31. Sacks, H.
    1974 “An analysis of the course of a joke’s telling in conversation.” pp.337–53. InJ. Sherzer, R. Bauman, (eds.), Explorations in the Ethnography of Speaking. London: Cambridge University Press.
    [Google Scholar]
  32. 1992 “Lectures on Conversation.” Oxford: Basil Blackwell.
    [Google Scholar]
  33. Schegloff, E. A.
    1979 “Identification and recognition in telephone conversation openings.” pp.23–78. InG. Psathas (ed.), “Everyday Language: Studies in Ethnomethodology.” New York: Irvington Publishers.
    [Google Scholar]
  34. 1986 “The Routine as Achievement.” Human Studies, 91, 111–151. 10.1007/BF00148124
    https://doi.org/10.1007/BF00148124 [Google Scholar]
  35. Tracy, K.
    1997 “Interactional trouble in emergency service requests,” Research on Language and Social Interaction, 30(4):315–343. 10.1207/s15327973rlsi3004_3
    https://doi.org/10.1207/s15327973rlsi3004_3 [Google Scholar]
  36. Tracy, K., & Agne, R. R.
    2002 “‘I Just Need to Ask Somebody Some Questions’: Sensitivities in Domestic Dispute Calls.” pp.75–90. InCotterill, J. (eds.) Language in the Legal Process. Palgrave Macmillan: London. 10.1057/9780230522770_5
    https://doi.org/10.1057/9780230522770_5 [Google Scholar]
  37. Whalen, J., D. H. Zimmerman, & M. R. Whalen
    1988 “When words fail: A single case analysis.” Social Problems, 35(4), 335–362. 10.2307/800591
    https://doi.org/10.2307/800591 [Google Scholar]
  38. Whalen, J. & D. H. Zimmerman
    1987 “Sequential and institutional contexts in calls for help.” Social Psychology Quarterly501: 172–85. 10.2307/2786750
    https://doi.org/10.2307/2786750 [Google Scholar]
  39. Zimmerman, D.
    1992 “The Interactional Organization of Calls for Emergency Service.” InDrew and Heritage, Talk at Work.
    [Google Scholar]
  40. Whalen, J., Zimmerman, D. and Whalen, M.
    1988 “When Words Fail: A Single Case Analysis,” Social Problems, 35(4): 335–62. 10.2307/800591
    https://doi.org/10.2307/800591 [Google Scholar]
http://instance.metastore.ingenta.com/content/journals/10.1075/kl.22002.par
Loading
/content/journals/10.1075/kl.22002.par
Loading

Data & Media loading...

  • Article Type: Research Article
Keyword(s): emergency call openings; frame mismatch; identification; Korean; OT; problematic calls
This is a required field
Please enter a valid email address
Approval was successful
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error