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Writing under the gun: A multimodal...

Marlow, David W.

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Writing under the gun: A multimodal analysis of technical trouble tickets as an IText genre.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Writing under the gun: A multimodal analysis of technical trouble tickets as an IText genre./
Author:	Marlow, David W.
Description:	229 p.
Notes:	Source: Dissertation Abstracts International, Volume: 65-06, Section: A, page: 2181.
Contained By:	Dissertation Abstracts International65-06A.
Subject:	Language, Linguistics. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3135845
ISBN:	0496830482

Writing under the gun: A multimodal analysis of technical trouble tickets as an IText genre.
Marlow, David W.

Writing under the gun: A multimodal analysis of technical trouble tickets as an IText genre. - 229 p.

Source: Dissertation Abstracts International, Volume: 65-06, Section: A, page: 2181.

Thesis (Ph.D.)--Ball State University, 2004.

Based on a multimodal approach combining elements of ethnographic participant-observer methodology, rhetorical genre analysis, and corpus analysis, this study examines trouble ticket discourse as a genre of digital communication (IText), interpreting the findings through the lens of 18 months the author spent working in the environment.

ISBN: 0496830482Subjects--Topical Terms:

1018079
Language, Linguistics.

Writing under the gun: A multimodal analysis of technical trouble tickets as an IText genre.
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100 1 $a Marlow, David W. $3 1927429
245 1 0 $a Writing under the gun: A multimodal analysis of technical trouble tickets as an IText genre.
300 $a 229 p.
500 $a Source: Dissertation Abstracts International, Volume: 65-06, Section: A, page: 2181.
500 $a Adviser: Herbert F. W. Stahlke.
502 $a Thesis (Ph.D.)--Ball State University, 2004.
520 $a Based on a multimodal approach combining elements of ethnographic participant-observer methodology, rhetorical genre analysis, and corpus analysis, this study examines trouble ticket discourse as a genre of digital communication (IText), interpreting the findings through the lens of 18 months the author spent working in the environment.
520 $a Trouble tickets are the basic form of documentation used in call centers. They record details of all actions and interactions in the call center environment that is the setting for this study. One section employs the Ethnography of Communication as a foundational model to provide a rich description of both text and environment. Trouble ticket text is written in a fragmentary style which internal and external audiences alike find difficult to process.
520 $a The rhetorical moves analysis (Swales 1990) uses the rich description as a basis for interpreting and explaining its findings. Key findings are that trouble tickets are rhetorical, and that they seamlessly incorporate actions by the automated system into the human rhetoric. The corpus analysis builds on both the rich description and rhetorical moves analysis, finding that trouble tickets use grammatical structures differently than traditional spoken and written communication.
520 $a This study concludes that trouble tickets are used simultaneously for direct and archival communication, are collaboratively concatenative in generation and that a new model is required for understanding the variation between speech, writing and IText.
590 $a School code: 0013.
650 4 $a Language, Linguistics. $3 1018079
650 4 $a Library Science. $3 881164
650 4 $a Anthropology, Cultural. $3 735016
650 4 $a Language, Rhetoric and Composition. $3 1019205
690 $a 0290
690 $a 0399
690 $a 0326
690 $a 0681
710 2 0 $a Ball State University. $3 1018080
773 0 $t Dissertation Abstracts International $g 65-06A.
790 1 0 $a Stahlke, Herbert F. W., $e advisor
790 $a 0013
791 $a Ph.D.
792 $a 2004
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3135845