How can I help you? User instructions in telephone calls

M.F. Steehouder, Daniel Hartman

  • 2 Citations

Abstract

We a small corpus of instructions given in phone calls to customers who need support for programming their universal remote control, to make it suitable for their particular TV set VCR, Audio, etc. Typically, in these calls the operator or 'agent' coaches the client while the client is performing actions with the equipment (turning it on, pressing buttons and codes, directing it towards the TV, etc.). We compared these oral instructions with the concept of a 'streamlined step procedure' (Farkas, 1999) and other principles that are well-known from the literature about written instructions. Our conclusion is that many problems arise because the operator does not provide 'meta-communication' about the goals that have to be achieved, and because the feedback given by the client is neglected or misinterpreted.
Original languageUndefined
Number of pages8
DOIs
StatePublished - 2003
EventIEEE International Professional Communication Conference, IPCC 2003 - Orlando, United States

Conference

ConferenceIEEE International Professional Communication Conference, IPCC 2003
CountryUnited States
CityOrlando
Period21/09/0324/09/03

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Operator
phone
Programming

Keywords

  • IR-55837

Cite this

Steehouder, M. F., & Hartman, D. (2003). How can I help you? User instructions in telephone calls. Paper presented at IEEE International Professional Communication Conference, IPCC 2003, Orlando, United States.DOI: 10.1109/IPCC.2003.1245484

Steehouder, M.F.; Hartman, Daniel / How can I help you? User instructions in telephone calls.

2003. Paper presented at IEEE International Professional Communication Conference, IPCC 2003, Orlando, United States.

Research output: ScientificPaper

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Steehouder, MF & Hartman, D 2003, 'How can I help you? User instructions in telephone calls' Paper presented at IEEE International Professional Communication Conference, IPCC 2003, Orlando, United States, 21/09/03 - 24/09/03, . DOI: 10.1109/IPCC.2003.1245484

How can I help you? User instructions in telephone calls. / Steehouder, M.F.; Hartman, Daniel.

2003. Paper presented at IEEE International Professional Communication Conference, IPCC 2003, Orlando, United States.

Research output: ScientificPaper

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AU - Steehouder,M.F.

AU - Hartman,Daniel

PY - 2003

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AB - We a small corpus of instructions given in phone calls to customers who need support for programming their universal remote control, to make it suitable for their particular TV set VCR, Audio, etc. Typically, in these calls the operator or 'agent' coaches the client while the client is performing actions with the equipment (turning it on, pressing buttons and codes, directing it towards the TV, etc.). We compared these oral instructions with the concept of a 'streamlined step procedure' (Farkas, 1999) and other principles that are well-known from the literature about written instructions. Our conclusion is that many problems arise because the operator does not provide 'meta-communication' about the goals that have to be achieved, and because the feedback given by the client is neglected or misinterpreted.

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Steehouder MF, Hartman D. How can I help you? User instructions in telephone calls. 2003. Paper presented at IEEE International Professional Communication Conference, IPCC 2003, Orlando, United States. Available from, DOI: 10.1109/IPCC.2003.1245484