Linguistic Ethnography of a Multilingual Call Center London Calling /

• Main Author: Woydack, Johanna (Author, http://id.loc.gov/vocabulary/relators/aut)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Palgrave Macmillan, 2019.
• Edition: 1st ed. 2019.
• Series: Communicating in Professions and Organizations
• Subjects: Discourse analysis.; Ethnography.; Linguistic anthropology.; Multilingualism.; Sociolinguistics.; Industrial sociology.; Discourse Analysis.; Linguistic Anthropology.; Sociology of Work.

'This book provides a fresh and insightful exploration into how call centre agents develop and use language at work. The researcher was able to do this because of her unique position within this workplace: she being one of the agents herself. This allowed her to provide a deep ethnographic acco...

Table of Contents:

• Chapter 1: Introduction
• Chapter 2: Getting to know Callcentral: a first encounter
• Chapter 3: The first stage of the script's career: production of "the master script"
• Chapter 4: The second stage in the script's career: adaptation of the master script
• Chapter 5: The final stage of the script's career: enactment and use of the master script
• Chapter 6: Standardization and agency intertwined.