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Introduction - Part I. Conversation analysis and social institutions: 1. CA: some theoretical background - 2. Talking institutions into being - 3. Five dimensions of institutional talk - Part II. Calls for emergency service: 4. Emergency calls as institutional talk - 5. Emergency calls: gate-keeping and entitlement to service - 6. Emergency calls under stress - Part III. Doctor-patient interaction: 7. Patients' presentations of medical issues: the doctor's problem - 8. Patients' presentations of medical issues: the patient's problem - 9. History taking in medicine: questions and answers - 10. Diagnosis and treatment: medical authority and its limits - Part IV. Trials, juries and dispute resolution - 11. Trial examinations - 12. Jury deliberations - 13. Informal modes of dispute resolution - Part V. News and political communication: 14. News: turn-taking and its consequences - 15. News: question design in the news interview and beyond - 16. News: replies and responses - 17. Interaction en masse: audiences and speeches - Conclusion - Appendix: transcription conventions - References