Talk in Action explores the workings of language and interaction in the everyday life of institutions. In doing so, it introduces students to the methodology of Conversation Analysis (CA) and its applications in the real world.

1 Introduction 1 Part 1 Conversation Analysis and Social Institutions 5 2 Conversation Analysis: Some Theoretical Background 7 3 Talking Social Institutions into Being 20 4 Dimensions of Institutional Talk 34 Part 2 Calls for Emergency Service 51 5 Emergency Calls as Institutional Talk 53 6 Gatekeeping and Entitlement to Emergency Service 69 7 Emergency Calls under Stress 87 Part 3 Doctor-Patient Interaction 101 8 Patients' Presentations of Medical Issues: The Doctor's Problem 103 9 Patients' Presentations of Medical Issues: The Patient's Problem 119 10 History Taking in Medicine: Questions and Answers 135 11 Diagnosis and Treatment: Medical Authority and Its Limits 154 Part 4 Trials, Juries, and Dispute Resolution 171 12 Trial Examinations 173 13 Jury Deliberations 186 14 Informal Modes of Dispute Resolution 200 Part 5 News and Political Communication 213 15 News Interview Turn Taking 215 16 Question Design in the News Interview and Beyond 227 17 Answers and Evasions 245 18 Interaction en Masse: Audiences and Speeches 263 19 Conclusion 280 Transcript Symbols 283 References 288 Index of Names 304 Index of Subjects 309

"Among the great assets of this publication is the comprehensive coverage of research on the areas in focus, conversation analytic or otherwise. This makes the book a perfect starting point for anyone interested in institutional interaction of the varieties described here. True to its conversation analytic roots, the book manages to combine this large-scale overview of the literature with detailed analysis, which is always highly relevant and revealing. This book is an impressive scholarly achievement, spanning a vast amount of research and a wide variety of institutional settings. Any student of talk -- institutional or otherwise -- will find this an indispensable source of conversation analytic insight." (Linguist List, November 2010) Heritage's and Clayman's book is a comprehensive introduction to the conversation analytic approach to institutional talk, focusing on emergency telephone calls, doctor-patient interactions, interaction in court, and news interviews / mass communication ...overall, however, this book is an impressive scholarly achievement, spanning a vast amount of research and a wide variety of institutional settings. Any student of talk - institutional or otherwise - will find this an indispensable source of conversation analytic insight." (LinguistList.), 1 November 2010)