“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