Bürger-Verwaltungs-Kommunikation : eine empirische Analyse der Service Center-Kommunikation kommunaler Verwaltungen

This thesis is a study of service centre communication in municipal administrations. Conversation-analysis methodology was used to research communication problems that arose during telephone conversations between service centre employees and clients. The objective of the study was to localise these problems, analyse their origins, and make recommendations for improvement based on the knowledge acquired during the study. A total of 360 telephone conversations were analysed for the study. The knowledge acquired enabled the systemization and subsequent categorisation of the communicative actions of service centre employees that caused problems. The study identified fifteen categories of problem-causing communicative actions and developed recommendations for their improvement. Analysis has shown that improving service centre communication is not so much about telling employees what to say, as about explaining the psychology behind their actions and why certain communicative actions may elicit a negative response.

Grantor dc:publisher

Publikationsserver der RWTH Aachen University

Year dc:date

2010

Author dc:creator

• Malinkewitz, Detlef

Contributors dc:contributor

• Niehr, Thomas

• info:eu-repo/classification/ddc/400
• Konversationsanalyse
• Diskursanalyse
• Dienstleistungszentrum
• Sprachwissenschaft, Linguistik
• Bürger-Verwaltungs-Kommunikation
• Gesprächsanalyse
• Service Center
• administrations
• conversational analysis

Statement dc:rights

• info:eu-repo/semantics/openAccess

Language dc:language

ger

Identifier

https://publications.rwth-aachen.de/search?p=id:%22RWTH-CONV-124649%22

OAI identifier oai:identifier

oai:publications.rwth-aachen.de:63202