“Do I understand you right then?”: (re)formulations of users’ initial problem descriptions in social services’ online chat
In anonymous online text-based counselling provided by social services, counsellors face specific communicative and professional challenges. Among other things, they need to ensure that they have understood the chat users correctly in order to provide relevant information and advice. The paper studies how counsellors check their understanding of users’ situations by using formulations, namely, sum
