Utterance Chunking in Instant Messaging: A Resource for Interaction Management

Abstract

Modern organizations have an array of communication tools available for interacting with both internal and external audiences. While email continues to dominate much workplace interaction, the use of instant messaging (IM) continues to grow (Garrett & Danziger, 2007), prompting scholars to look at how it is used in a variety of organizational contexts. In this chapter, I first give a background on the research into IM use in organizations. I will then look at IM as a form of conversation, and discuss why adopting a language-based approach to the study of IM is useful for communication professionals. I illustrate this discussion with an examination of one particular phenomenon, utterance chunking, in task-based IM interactions. Finally I will conclude by discussing the implications of this research for business discourse and make some suggestions for future research in this area.

E-Leadership or “How to Be Boss in Instant Messaging?” The Role of Nonverbal Communication

“…Another nonverbal means to signal ones superior position is utterance chunking , which means breaking up single utterances into several shorter components and sending them successively, rather than as a whole. Apart from its function to create coherence in interaction (Markman, 2015), utterance chunking can also serve as a tool to “hold the floor” in a conversation, thus preventing conversational partners to contribute, but instead, forcing them to wait until their superior has finished talking. This type of behavior supports Remland’s (1981) argument, who says that the implicit norms of an organization allow higher status persons to act in ways that control the time of others.…”

‘Keep strong, remember everything you have learnt’: Constructing support and solidarity through online interaction within a UK cancer support group

“…She also found a number of conventionalised linguistic features, such as the use of a range of politeness strategies like greetings. Markman (2015) commented on the ways in which instant messages are structured, for example by the use of 'utterance chunking' to break down single utterances into separate parts. However, in much of the research literature focusing on language, digital interaction is conceptualised as far more than simply a medium by which information is transmitted and shared; it is also a space in which communities and (sub)cultures can be developed and nurtured (Benwell and Stokoe, 2006).…”

“…This can cause problems of coherence, especially in a multi-party chat. Finally, IM is generally perceived to be an informal communication channel (although it is increasingly used in institutions; see Markman (2015). Darics (2016) identifies a number of orthographic features of informal IM, such as abbreviations, emoticons, capitalisation to ‘shout’ a message, and so on.…”

“…Here, Steve’s voice is conspicuous by its absence. In his five opening ‘utterance chunks’ (Markman, 2015), Ravi first begins with a phatic greeting, hailing other members indirectly to contribute. Second, he reports on the progress of his treatment using topical humour about the current president of the United States (‘the “inner Trump”’) to describe his condition in more entertaining terms.…”

“…Finally, he signs off with a valedictory greeting. Markman (2015) argues that ‘utterance chunking’ of this type can serve a variety of purposes, such as breaking down complex information into ‘bite-sized pieces’, as a strategy to hold the floor or as an attempt to make the conversation more informal (p. 75). In the context of this online cancer group, Ravi’s strategy seems to be to convey diverse types of information or to offer various inviting ‘leads’, each of which might appeal to different members of the group.…”