Analyse psychosociologique d'une situation de travail à distance : cas de l'assistance informatique par téléphone.

Abstract : The dissertation offers a contribution from a psychosocial perspective to the analysis of distant work situations. It is concerned with situations in informatics involving helpdesk and support service, and focuses on telephone conversations between experts and users. Telephone-based helpdesk in informatics refers to a service of help and support and actually consists in "repairing through the use of language". The aim of this study is both to understand these particular working situations better, and to stress the mechanisms involved in an expert-user relationship. The point of interest is therefore the general structure of the different phone calls and of the different sequences composing those calls. In particular, the analysis is concerned with the way the expert adapt himself to the client in the conversation, with the various activities of problem management on a technical level and of dialogue management on a relational level, and with the skills and knowledge of the two participants in the exchange.
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Sophie Lambolez. Analyse psychosociologique d'une situation de travail à distance : cas de l'assistance informatique par téléphone.. Psychologie. Université Nancy 2, 2009. Français. ⟨NNT : 2009NAN21022⟩. ⟨tel-01752881⟩

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