Práticas de linguagem em situação de trabalho - chat: um novo gênero digital

• Ano de defesa: 2011
• Autor(a) principal: Anjos, Joelma Sá Teles dos
• Orientador(a): Silva, Maria Cecília Pérez de Souza e
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Pontifícia Universidade Católica de São Paulo
• Programa de Pós-Graduação: Programa de Estudos Pós-Graduados em Linguística Aplicada e Estudos da Linguagem
• Departamento: Lingüística
• País: BR
• Palavras-chave em Português: Práticas discursivas; Gênero e hipergênero; Chat em web call center; Saberes constituídos e investidos
• Palavras-chave em Inglês: Discursive practices; Genre and hypergenre; Chat web call center; Instituted knowledge and invested knowledge
• Área do conhecimento CNPq: CNPQ::LINGUISTICA, LETRAS E ARTES::LINGUISTICA::LINGUISTICA APLICADA
• Link de acesso: https://tede2.pucsp.br/handle/handle/13546

Some companies have been offering online chats named as Web Call Centers besides traditional Call Centers. This is a new tool for communication between companies and clients which aims for more productivity and commitment. Considering this new work activity and through qualitative methodology and epistemological interpretative orientation, this research examines online chat interactions to understand the characteristics of the discursive practices in this given context. This work has looked for answering two major questions: what are the characteristics of the situation of work of Web Call Center attendants?; and what is the discursive status of the online chat in this work situation? Theoretically, we have recurred to language studies that consider online chats as a genre, specifically Marchurschi s contibutions (2010). We have also recurred to language studies that consider online chats as a hypergenre like Dominique Maingueneau s work (2001) and, we have recurred to studies of work, specifically Ergology, which is considered an innovative theory to approach work activities (Schwartz, 1997, 2006). The corpus considered in the analysis consists of registers of online chats in customer service with interactions between insurance technicians as attendants and their clients who were insurance agents. By doing the analysis of these registers and by discussing them, we have come to the conclusion that in work situation the online chat goes under coercion that allows us to classify it as a genre. Some other aspects were revealed in the study as well, such as the normalization, done by the attendants, that points to the dialectics among the instituted pieces of knowledge, i. e., the rules that precede the activity, and the invested knowledge, the experience that comes with practice