Interaction analysis of ticket-purchasing activity by a wheelchair user : Practical problems surrounding the progressivity of activity and assistance
Interaction analysis of ticket-purchasing activity by a wheelchair user : Practical problems surrounding the progressivity of activity and assistance
复制标题
轮椅使用者购票活动的交互分析：围绕活动和援助渐进性的实际问题
DOI：
10.11225/cs.2020.052
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发表时间：
2020
期刊：
影响因子：
--
通讯作者：
柳町 智治
中科院分区：
文献类型：
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作者：
柳町 智治
本文基于民族方法论和会话分析（EMCA）和互动分析的方法框架，研究了四个视频记录的服务遭遇，一个患有脑瘫的轮椅使用者试图在日本的火车站买票。在遭遇过程中，火车站服务员、轮椅使用者和她的护理专业人员三方面临着一个实际问题，即是否应该为轮椅使用者提供特殊帮助。这种援助将促进他们购票活动的渐进性。或者，不提供这种援助将保持护理专业人员的参与地位，这与轮椅使用者的自主权有关。目前的分析表明，在一般情况下，火车站服务员和护理专业人员都倾向于保持未处理的收件人状态的护理专业人员。即使在正在进行的互动中的渐进性可能会受到抑制的可能性出现时，火车站服务员也会探索选择轮椅使用者作为下一个发言者的可能性，并尽可能延迟护理专业人员的选择。此外，即使在护理专业人员被选为下一个发言者的时刻，他们的行为也不会突出这一事实或他们参与互动。因此，参与者通过他们的实际问题导航，而不是一个非此即彼的方法，但同时解决他们的活动的渐进性和避免护理专业人员的参与。这是通过他们对其他参与者的行为和活动的发展的细致关注，以及他们自己在互动中的仔细，协调的参与而实现的。最后，参与者的问题是嵌入在他们的社会组织的做法。他们在遭遇中的行为本身就构成了他们的道德，以及他们在现实中生活的方法。
This paper, based on the methodological frameworks of ethnomethodology and conversation analysis (EMCA) and interaction analysis, looks at four video-recorded service encounters where a wheelchair user with cerebral palsy attempts to buy a ticket at a train station in Japan. During the encounters, the three parties—train station attendants, the wheelchair user, and her care professionals—face a practical problem of whether special assistance should be provided to the wheelchair user. Such assistance would facilitate the progressivity of their ticket-purchasing activity. Alternatively, not offering such assistance would maintain the participation status of the care professionals, which relates to the autonomy of the wheelchair user. The present analysis reveals that in general, the train station attendants and care professionals both orient to maintaining the unaddressed recipient status of the care professionals. Even when the possibility arises that progressivity in the ongoing interaction may become inhibited, the train station attendants explore the possibilities of selecting the wheelchair user as next speaker, and of trying to delay the selection of the care professionals as much as possible. Further, even in the moment when the care professionals are selected as next speaker, they behave so as not to highlight this fact or their involvement in the interaction. The participants thus navigate through their practical problems, not with an either-or approach, but by simultaneously addressing the progressivity of their activity and avoiding the involvement of care professionals. This is made possible by their meticulous attention to the other participants' behavior and development of the activity, as well as by their own careful, coordinated participation in the interaction. Finally, the participants' problems are embedded within their socially organized practice. Their behavior in the encounters itself constitutes their morality, as well as their methods for living life in reality.