“As such, this volume provides a valuable guide to analytical tools for understanding institutional talk. Useful for students and emerging scholars of CA and institutional talk, this volume sheds light on both the analytical approach and conceptual themes that are relevant within these domains and beyond.”  (Discourse Studies, 2012)

"By providing crisp, cogent, and compelling introductions to the fundamentals of CA, these books by Sidnell and Heritage & Clayman will undoubtedly not only help teachers create "Aha" experiences for their students (Tannen 1984), but also attract and inspire future generations of conversation analytic scholars." (Language in Society, 2011)

"Among the great assets of this publication is the comprehensive coverage of research on the areas in focus, conversation analytic or otherwise. This makes the book a perfect starting point for anyone interested in institutional interaction of the varieties described here. True to its conversation analytic roots, the book manages to combine this large-scale overview of the literature with detailed analysis, which is always highly relevant and revealing. This book is an impressive scholarly achievement, spanning a vast amount of research and a wide variety of institutional settings. Any student of talk -- institutional or otherwise -- will find this an indispensable source of conversation analytic insight." (Linguist List, November 2010)

Heritage's and Clayman's book is a comprehensive introduction to the conversation analytic approach to institutional talk, focusing on emergency telephone calls, doctor-patient interactions, interaction in court, and news interviews / mass communication . . .overall, however, this book is an impressive scholarly achievement, spanning a vast amount of research and a wide variety of institutional settings. Any student of talk - institutional or otherwise - will find this an indispensable source of conversation analytic insight." (LinguistList.), 1 November 2010)

"Among the great assets of this publication is the comprehensive coverage of research on the areas in focus, conversation analytic or otherwise. This makes the book a perfect starting point for anyone interested in institutional interaction of the varieties described here. True to its conversation analytic roots, the book manages to combine this large-scale overview of the literature with detailed analysis, which is always highly relevant and revealing. This book is an impressive scholarly achievement, spanning a vast amount of research and a wide variety of institutional settings. Any student of talk -- institutional or otherwise -- will find this an indispensable source of conversation analytic insight." (Linguist List, November 2010)

“There is no doubt that this important and timely book will become the definitive reference on institutional interaction.  It is clear, concise and authoritative. I will use it in my teaching.”
—Jonathan Potter, Loughborough University

“The study of language and interaction in institutional settings represents something of a rapprochement between core themes in sociology and sociolinguistics, and is one of the most exciting interdisciplinary fields to have emerged recently. Heritage and Clayman provide a comprehensive, authoritative and highly readable account of the field, suitable for both students and researchers.”
—Paul Drew, University of York

“Like predecessors such as Structures of Social Action and Talk at Work, this book promises to set a milestone in the field of conversation analysis. The fact that the materials have been field tested on undergraduates and graduates for years guarantees success in many kinds of courses related to CA or using CA as part of the syllabus. It's a wonderful and eminently readable achievement.”
—Douglas Maynard, University of Wisconsin-Madison