“Le valutazioni nell’interazione istituzionale: un confronto fra incontri di servizio e telefonate d’emergenza.”

This paper analyses assessment actions in two institutional contexts: service encounters and emergency calls. It focuses in particular on evaluations by the representative of the institution (assistants and call-takers) of their interlocutor’s actions and behaviours. A comparison of the types of evaluation produced (positive or negative) and of their sequential placements suggests that these make different aspects of participants’ identities relevant in the interaction, and illustrates how such identities are interactively negotiated.