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- Johansson, Maria, 1989-
(författare)
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I samtal med Kronofogden : Hur myndighetsservice görs i språkliga möten mellan inringare och kundservicehandläggare
- 2024
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This thesis explores the interaction between frontline service officials and clients in customer service calls to the Swedish Enforcement Authority (SEA), a national government agency working with debts. The aim is to shed light on these service calls as interactional, meaning-making encounters between callers and frontline service officials. A sub-aim is to gain an understanding of how the SEA’s mission and core values are interpreted, balanced and implemented in conversation. Drawing on the theoretical and methodological framework of Conversation Analysis (CA), the thesis investigates how communication between SEA frontline officials and clients unfolds, and how institutional regulations, norms and relationships are invoked and negotiated. The data consists of audio recordings of 113 naturally occurring phone calls to the SEA’s centralised customer service. The four analytical chapters explore different aspects of the interactional encounters. First, the openings of the encounters are analysed, focusing on how callers achieve service, and how the participants orient to serviceability and legitimacy. Secondly, the analysis addresses how factual information from the SEA’s institutional records is accessed, handled and responded to by the participants. In this way, the analysis illustrates how the participants display epistemic stances, and how the SEA’s mission to provide information, and to activate and educate clients, is translated into practice. Thirdly, frontline service officials’ explanations of a key SEA process are studied, revealing how the participants’ intersubjectivity is established, challenged and negotiated. Fourthly and finally, an analysis of how call takers recommend future courses of action to callers is presented, which demonstrates how the participants’ deontic rights to decide on future actions are allocated in the customer service calls. In sum, the thesis brings to light what happens in conversations between callers and frontline service officials at the SEA. More specifically, the thesis offers insights into how institutional remits shape frontline interaction, as well as how laws, guidelines and policies are talked into being. In addition to expanding our knowledge of language and social interaction in government agencies, the key findings of the thesis may have an impact on professional development within the SEA, thereby benefiting both frontline officials and clients.
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| 2. |
- Heuman, Anna, 1990-
(författare)
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Negotiating standard language ideology : Metalinguistic discussions in mundane, online interaction
- 2022
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This thesis investigates how ordinary language users enact language policy and thus negotiate (standard) language ideology in mundane, online interaction. The language policy work is found in metalinguistic discussions on various social media. The discussions have been triggered by deviations from standard written language, mostly on the level of orthography. The discussions mainly target different aspects of standard language ideology. The three studies included in this compilation thesis identify discursive strategies and reveal the contradictory ideologies underpinning the discussions.The discussions are analysed with an interactional and procedural focus, highlighting the unfolding negotiations of standard language ideology. The results show that standard language ideology is prevailing which, in turn, enables certain realisations. When drawing on standard norms, the participants can use strategies that do not include explicit arguments. However, the discussions also include contradictions and strategies that challenge traditional standard beliefs. These results illustrate the mundane, vivid metalinguistic negotiations in which standard language ideology is primarily enforced, but also challenged.The results illuminate how standardisation is not a mythical and imperceptible process, but one of constant and visible iteration, also in very mundane situations. Furthermore, the pervasiveness of standard language ideology could make it harder for those who deviate from it to be listened to or even to participate at all. In this way, everyday metalinguistic discussions are one among many language policy activities that can enforce loyalty to the standard variety and its position as unmarked.
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| 3. |
- Liljenström, Carolina
(författare)
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Life cycle assessment in early planning of transport systems : Decision support at project and network levels
- 2018
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- The Swedish Climate Policy Framework implies that the Swedish transport sector must reduce its greenhouse gas emissions to nearly zero by 2045. Previous studies have – using life cycle assessment – shown that indirect greenhouse gas emissions from the vehicle and infrastructure life cycle are significant and should be considered in transport policy and planning of transport systems, in addition to direct emissions of vehicle operation.The aim of this thesis is to contribute with knowledge on climate impact and primary energy use of transport systems for decision-support in early planning at project and network levels, and evaluate and demonstrate how life cycle climate impact and primary energy use can be assessed in early planning. This thesis includes three papers that contribute to achieving this aim. Paper I developed a methodological approach to assess annual climate impact and primary energy use of Swedish road, rail, air, and sea transport infrastructure at a network level. Paper II then expanded this system to the assessment of the Swedish transport system at a network level, including national and international freight and passenger transport by road, rail, air, and sea. At the project level, Paper III examined how LCA can be used as decision-support in choice of road corridor, considering the practical prerequisite of data availability in early planning and usefulness of results in the decision-making process.Paper I showed that the annual climate impact of Swedish transport infrastructure is around 3 million tonnes CO2 equivalents and that the annual primary energy use is around 27 TWh. Road infrastructure accounted for the largest proportion of impacts – around 70% of the climate impact and around 80% of the energy use. Paper II showed that the annual climate impact of the Swedish transport system was around 44 million tonnes CO2 equivalents and the primary energy use was around 178 TWh. Road transport and aviation together accounted for 90% of the climate impact and primary energy use. Indirect impacts were significant, especially for road and rail transport, accounting for 30% of the total climate impact and primary energy use. Paper III found that (1) collection of project specific data should focus on parameters that differentiate the road corridors, that can be influenced in early planning, and that are not directly related to the road length and (2) life cycle assessment based models used in early planning should include nation specific generic data approved by the national road authority.
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