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theses

The primary purpose of this study is to better understand the communication processes of telephone help lines dedicated to crisis intervention and suicide prevention. Whereas prior research primarily considers these issues in terms of psychological predispositions and call outcomes, this study shows how many of the core considerations of crisis and suicide prevention are interactionally negotiated and managed. Callers and call takers are shown to utilize a range of interactional practices and actions in order to jointly construct and negotiate institutionally-relevant identities, stages of the call (e.g., opening, problem presentation, questioning), and larger institutional missions. The study uses the methodology of Conversation Analysis to examine audio-recorded naturally-occurring calls made to a mid-size crisis call center, HelpNow (pseudonym), located in the northeastern United States. Several findings emerged from the study. First, in call openings, a set of institutionally-significant identity categories (first-time caller, repeat caller, and regular caller) were revealed to be established and managed through particular interactional practices. Second, a range of sequential environments and interactional practices through which callers present their focal problem on the crisis help line were documented. Third, call takers’ uptake of callers’ problem presentations via rising-intoned repetitions were analyzed and shown to fall short of their institutional job to pursue elaboration. Overall, the dissertation contributes to scholarship related to crisis intervention and suicide prevention, communication studies, and language and social interaction.

ETD_6653

Ph.D.

Includes bibliographical references

by Stephen Michael DiDomenico

doi:10.7282/T3CJ8GG4

ETD doctoral

The author owns the copyright to this work.