Discourse Strategies in Technical-support Interactions

dc.contributor.advisor Jo Mackiewicz
dc.contributor.author Robles, Vincent
dc.contributor.department English
dc.date 2018-08-11T09:25:02.000
dc.date.accessioned 2020-06-30T03:10:04Z
dc.date.available 2020-06-30T03:10:04Z
dc.date.copyright Sun Jan 01 00:00:00 UTC 2017
dc.date.embargo 2018-04-04
dc.date.issued 2017-01-01
dc.description.abstract <p>This study responds to the lack of research on the discourse of technical-support interactions. Researchers have explored successful practices for recruiting technical-support personnel, constructs for determining user satisfaction in survey instruments, and discourse moments of miscommunication and empathy. Even though organizations must maintain users by successfully training technical-support providers to interact with users, no empirical study exists that explores the discourse strategies these workers can employ in the process of defining and resolving technical problems during that interaction. In this study, I examine 20 helpdesk interactions between users and technical-support providers in an educational technology helpdesk at a four-year university in the Midwest United States. Using discourse analysis to explore speech acts at both macro- and microlevels, I provide a comprehensive overview of the discourse in these interactions, helping organizations to maintain users by providing concrete, data-driven discourse strategies that technical-support providers can use in their service to users as they define and resolve technical problems during this important service interaction.</p>
dc.format.mimetype application/pdf
dc.identifier archive/lib.dr.iastate.edu/etd/16293/
dc.identifier.articleid 7300
dc.identifier.contextkey 12307567
dc.identifier.doi https://doi.org/10.31274/etd-180810-5924
dc.identifier.s3bucket isulib-bepress-aws-west
dc.identifier.submissionpath etd/16293
dc.identifier.uri https://dr.lib.iastate.edu/handle/20.500.12876/30476
dc.language.iso en
dc.source.bitstream archive/lib.dr.iastate.edu/etd/16293/Robles_iastate_0097E_16347.pdf|||Fri Jan 14 20:57:45 UTC 2022
dc.subject.disciplines Linguistics
dc.subject.disciplines Other Communication
dc.subject.disciplines Rhetoric
dc.subject.keywords discourse analysis
dc.subject.keywords technical support
dc.subject.keywords user satisfaction
dc.title Discourse Strategies in Technical-support Interactions
dc.type article
dc.type.genre dissertation
dspace.entity.type Publication
relation.isOrgUnitOfPublication a7f2ac65-89b1-4c12-b0c2-b9bb01dd641b
thesis.degree.discipline Rhetoric and Professional Communication
thesis.degree.level dissertation
thesis.degree.name Doctor of Philosophy
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