La mobilisation des artefacts technologiques dans l'interaction : Analyse linguistique et multimodale des pratiques professionnelles en centre d'appels

摘要

Our research focuses on the use of technology in interactions at work, particularly in the context of call centres. Our analyses draw on three theoretical domains: Ethnomethodology, Conversation Analysis and Workplace Studies. Our research seeks to contribute to current investigations on interactions mediated by technology in the workplace to reflect emerging practices of participants and to understand the complex sequential organization of interactions between councillor/operator and patient/user, based on the use of technological resources. The thesis comprises an introduction part and three analytical parts. The first part examines changes in participation framework taking into account the technological device as an anchor for the participant's activity. For this, we distinguished two different configurations: i) the device is adjusted by the operator, or ii) the operator adjusts the device. The adjustment of the participation framework may be initiated through verbal or multimodal way, or by one or the other participant. In the second part, we analyze the integration of the screen as an interactional artefact in the participant's activity. We noticed that they report oral information's displayed on a screen, using introductory verbs such as "he said", which we found in the studies on reported speech in spoken interactions. We wanted to show the link between the course of action in which participants are engaged and the emergence of reported speech when referring to written messages that can transform the screens and the computer systems in "interactional agents". The third part focuses on one type of call where a user call the service to solve a problem, and after verification by the operator, she notifies a status of his account. We noticed that the diagnosis activity reported by the operator is closely related to the user's account information shown on the screen. These are data that allow the operator to diagnose and report the non-problematic status of the account.