Measuring plain language in public service encounters

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2022
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REHBEIN, Ines, ed., Gabriella LAPESA, ed., Christopher KLAMM, ed. and others. Proceedings of the 2nd Workshop on Computational Linguistics for Political Text Analysis (CPSS-2022) Potsdam, Germany. 2022
Zusammenfassung

Face-to-face interactions between public service professionals and citizens constitute an essential point of contact between the public and the state. Of central importance in these settings is the comprehensibility of the conversation in order to reduce the communicative gap between citizens and state authorities. Starting from the criteria available for written communication, we systematically investigate administrative spoken language during public service delivery and propose a plain language score that allow us to measure the comprehensibility of speaker turns. This allows us to track conversation dynamics across public service encounters. Moreover, the results indicate that in the dataset under investigation, there are only minor differences in language use between public service professionals and their clients.

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Fachgebiet (DDC)
320 Politik
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2nd Workshop on Computational Linguistics for Political Text Analysis (CPSS-2022), 12. Sep. 2022, Potsdam, Germany
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Zitieren
ISO 690SISKOU, Wassiliki, Laurin FRIEDRICH, Steffen ECKHARD, Ingrid ESPINOZA, Annette HAUTLI-JANISZ, 2022. Measuring plain language in public service encounters. 2nd Workshop on Computational Linguistics for Political Text Analysis (CPSS-2022). Potsdam, Germany, 12. Sep. 2022. In: REHBEIN, Ines, ed., Gabriella LAPESA, ed., Christopher KLAMM, ed. and others. Proceedings of the 2nd Workshop on Computational Linguistics for Political Text Analysis (CPSS-2022) Potsdam, Germany. 2022
BibTex
@inproceedings{Siskou2022Measu-66552,
  year={2022},
  title={Measuring plain language in public service encounters},
  booktitle={Proceedings of the 2nd Workshop on Computational Linguistics for Political Text Analysis (CPSS-2022) Potsdam, Germany},
  editor={Rehbein, Ines and Lapesa, Gabriella and Klamm, Christopher},
  author={Siskou, Wassiliki and Friedrich, Laurin and Eckhard, Steffen and Espinoza, Ingrid and Hautli-Janisz, Annette}
}
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