Abstract

This article examines the ways in which French tourist officers manage impartiality in telephone calls when faced with recommendation-seeking questions. Using Conversation Analysis and drawing on a corpus of 700+ telephone calls, it shows that, by typically avoiding conforming responses, officers resist confirming the evaluative element embodied in RSQs and, thus, avoid making recommendations. Instead, they opt to treat the questions as unanswerable in their own terms, a practice that may be deployed on its own or in conjunction with other practices such as supplying information that will assist callers in making their choices and/or constructing responses as contingent. Further, officers typically do not decline to make recommendations on institutional grounds and, through their choices of interactional practices, obscure the institutional restrictions under which they operate. Thus, the selection of nonconforming responses by tourist officers is shown to contribute to the maintenance of an impartial stance. Finally, the article addresses the notions of affiliation and alignment and shows that nonconforming responses are less disaffiliative than outright rejections.