In a set of calls to an airline service in which agents ask for customers' identifying information, some customers respond by providing different, unrequested information. This paper examines these non-direct, nonconforming responses and shows that those customers anticipate hierarchical institution-specific stages in the activity and respond to the higher-level purpose for which the question was produced. Customers thereby promote the progress of the larger activity in an institutionally relevant way. This suggests that participants can depart from type-conformity with an orientation to activity progressivity.
Bibliographical noteFunding Information:
The writing of this paper was supported by the National Research Foundation of Korea Grant funded by the Korean Government (KRF2009-361-A00027). I would like to thank two anonymous reviewers, Paul Drew, and especially John Heritage for their insightful comments on earlier drafts.
All Science Journal Classification (ASJC) codes
- Language and Linguistics
- Linguistics and Language
- Artificial Intelligence