Texture - the quality that makes a text 'hang together' as a text - is a key focus of investigation in discourse analysis. This volume provides a systematic overview of recent research on textual resources that are used to construct texture, and on the ways in which these resources are deployed differently in different text types. Theme is the major resource that is explored in the first part of the book. The opening papers set out the current understanding of Theme and explore aspects of the concept which remain controversial in the field. This is followed by an examination of thematic choices in a range of text types. Issues raised include the different kinds of meanings appearing in Theme which are particularly significant for each genre, the ways in which these relate to the broader socio-cultural context, and the ways in which thematic choices interact with other kinds of texturing. In the second part of the collection, the scope widens to include an examination of other resources, particularly the contribution to texture made by patterns of interpersonal choices, in Theme and more broadly across texts as a whole. The volume closes with an overview and illustration of a methodological approach by which our understanding of texturing can be further extended.

Texture - the quality that makes a text 'hang together' as a text - is a key focus of investigation in discourse analysis. This volume provides a systematic overview of recent research on textual resources that are used to construct texture, and on the ways in which these resources are deployed differently in different text types. Theme is the major resource that is explored in the first part of this book. The opening papers set out the current understanding of Theme and explore aspects of the concept that remain controversial in the field. This is followed by an examination of thematic choices in a range of text types. Issues raised include the different kinds of meanings appearing in Theme that are particularly significant for each genre, the ways in which these relate to the broader socio-cultural context, and the ways in which thematic choices interact with other kinds of texturing. In the second part of the collection, the scope widens to include an examination of other resources, particularly the contribution to texture made by patterns of interpersonal choices, in Theme and more broadly, across texts as a whole. The volume closes with an overview and illustration of a methodological approach by which our understanding of texturing can be further extended.

The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. Major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.

The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. The major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.