The Interactional Organization of MEBİM ALO 147 Complaints

Cihat ATAR, Aydın GÜÇLÜ

Abstract


This study aims at unearthing the interactional organization of complaints submitted by students, student guardians and teachers to MEBİM (Milli Eğitim Bakanlığı İletişim Merkezi) ALO 147 call center system which was set up by Turkish Ministry of Education in order to gather complaints regarding public schools in a systematic way. In the literature there is only one study that studies MEBİM ALO 147. This study (Erdoğdu and Moğul, 2014) is quantitative in focus and the researchers aim at describing the distribution of various functions in MEBİM ALO 147 system (e.g. complaints, suggestions). In this sense, Erdoğdu and Moğul’s study is a significant contribution to the literature by presenting their findings on the quantitative aspects of ALO 147 system. However, to our knowledge, there is no qualitative study on MEBİM ALO 147 system which focuses on the micro details and interactional management of making a complaint (e.g. how are those functions initiated, maintained and closed?). Consequently, this study sets out to answer the two following research questions:

       1. What is the interactional organization of complaints in MEBİM ALO 147 system?

       2. What kind of resources do complainants use to achieve the action of making a complaint?

As for the methodology, the data comes from MEBİM ALO 147 database complaints gathered between October 2016 and February 2017. The participants mostly consist of students, student guardians and teachers. A collection of around 100 instances are formed and they are analysed using a bottom-up approach. Conversation Analysis is used to analyse the data at a micro level and the conversation-analytic tool sequential organization (Schegloff, 2007; Liddicoat, 2011) is used to understand the interactional organization of complaints. Therefore, this study describes the qualitative features (sequential organization and interactional resources) of MEBİM ALO 147 complaints which is non-existent in the literature. Consequently, this will fill a gap in the literature and this will be a timely contribution to the literature on MEBİM ALO 147 system. The results of the initial analysis suggest that the complainants have identifiable practices of opening and closing the action of complaints and that they further use several interactional resources to elaborate on their complaint. The results of this study may be used to improve the MEBİM ALO 147 system and the results also add to the literature on institutional interaction in a general sense.

References


Erdoğdu, M. Y. and Moğul, E. (2014) The Analysis And Evaluation Of The Calls To Alo 147 Ministry Of Education Phone Line. Electronic Journal of Education Sciences, 5 (3), pp. 45-55.

Liddicoat, A. (2011). An Introduction to Conversation Analysis (Second Edition). Continuum International Publishing group.

Schegloff, E. A. (2007). Sequence Organization in Interaction. A Primer in Conversation Analysis. Cambridge, UK: Cambridge University Press.


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