Features of efficient management of a help desk

This article discusses the importance of social interaction in creating and retaining high-level relationships in a help desk. It identifies two features of efficient management - greeting sequence and next turn-at-talk. The verbal greeting feature forms the first sequence of an interaction and should be established through a mutual gaze. The next turn-at-talk takes three aspects - projecting the next turn, moving into an F-formation, and making the next turn-at-talk. The article emphasizes the importance of coordinated activities of interaction and self-identification to create a sustainable interaction.

Features of efficient management
of a help desk
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• The article by Mortensen and Hazel (2014)
presents the importance of using an
interaction during the initial stage of
meeting as an important step into creating
and retaining high-level social relationships.
• Describes how help desk counter
participants interact with visitors.

Two features
• Mortensen and Hazel identify two features
as;
• Greeting sequence
• Launch of the next turn-at-talk
• The verbal greeting feature forms the first
sequence of an interaction
• The greeting should be established through
a mutual gaze.

Cont…
• The mutual gaze occurs between those visiting the counter to access
other offices and the person at the counter
• Could be formed through early gazing or turning an early gaze
towards anyone approaching the help desk
• early gaze, it would help predict what an individual wants
• The verbal greeting takes place as an initial next-action
• should occur out of coordinated activities of interaction
• greeting sequences that emerges from a social interaction is not a
guarantee to create a sustainable interaction.
• This is because a majority of people approaching the help desk only
depend on temporary body visuals like smiling and mutual gaze

Cont…
• The feature of next turn to action takes
three aspects –
• projecting the next turn,
• moving into an F-formation, and
• making the next turn-at-talk
• when projecting the next turn, a help desk
must sustain a talk up to the time they enter
into an F-formation

Cont…
• coming to a halt helps the help desk
managers to any one vising the counter
assists
• Assist them to come to a halt before making
any request on which office to go to
• the person at the help desk can assist
visitors by providing a self-identification

Reference
• Mortensen, K. & Hazel, S. (2014) Moving
into Interaction - Social Practices for
Initiating Encounters at a Help Desk.
Journal of Pragmatics. 62, 46-67.