An Analysis of Apologies in Library-Patron Chat Interactions

• In Event: Talk at Work: Beauty Salons, News Interviews, and Libraries

Abstract

We present a conversation analytic study of apology sequences in library/patron chat interactions, focusing on the design of apology and response turns, the structures of various types of sequences that contain apologies, and when responses to these apologies are relevant. Library reference chat interactions share many similarities with naturally-occurring talk in their organization of apology turns and sequences. Differences stem from the different turn-taking system and from the institutional nature of these interactions.

Authors

• Irene Koshik, University of Illinois, Urbana-Champaign

• Hiromi Okazawa, University of Illinois, Urbana-Champaign