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COVID-19-Related FAQs as a Form of Online Institutional Communication: An Exploratory Study

Katia Peruzzo


The COVID-19 pandemic has affected everyone’s life, and COVID-19 prevention and control measures have altered everyone’s daily routine. Such measures have been put in place through legislative and regulatory acts, whose typical linguistic features make them not always accessible to the population they apply to. Therefore, other forms of communication have been used as a form of mediation, for instance by institutions and news media outlets, to share information on and thus facilitate the implementation of such measures among the population. This paper presents an exploratory micro-analysis of an English and an Italian webpage containing frequently asked questions (FAQs), a web genre often used for knowledge dissemination but still scarcely investigated from a linguistic perspective. The aim of the FAQs examined is to explain the provisions adopted to tackle the second wave of the pandemic (the two webpages were available online in September 2020) to a non-specialised and non-better specified audience. After briefly discussing the content distribution, the study adopts a conversation analysis perspective to identify the type of questions used and the (lack of ) question-conditioned relevance in adjacency pairs.


adjacent pairs; conversation analysis; FAQs; institutional communication; question-conditioned relevance

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DOI: https://doi.org/10.7358/lcm-2022-002-kper

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Lingue Culture Mediazioni - Languages Cultures Mediation
Registered by Tribunale di Milano (27/11/2013 n. 380)
Online ISSN 2421-0293 - Print ISSN 2284-1881

Dipartimento di Lingue, Letterature, Culture e Mediazioni  
Università degli Studi di Milano

Editors-in-Chief: Paola Catenaccio (Università degli Studi di Milano) - Giuliana Garzone (IULM, Milano)
Editorial Board: Marina Brambilla (Università degli Studi di Milano) - Giovanni Garofalo (Università degli Studi di Bergamo) - Dino Gavinelli (Università degli Studi di Milano) - Antonella Ghersetti (Università di Venezia Ca’ Foscari) - Maria Grazia Guido (Università del Salento) - Elena Liverani (IULM, Milano) - Stefania Maci (Università degli Studi di Bergamo) - Andrea Maurizi (Università degli Studi di Milano Bicocca) - Chiara Molinari (Università degli Studi di Milano) - Stefano Ondelli (Università degli Studi di Trieste) - Davide Papotti (Università degli Studi di Parma) - Francesca Santulli (Università di Venezia Ca’ Foscari) - Girolamo Tessuto (Università degli Studi della Campania Luigi Vanvitelli) - Giovanni Turchetta (Università degli Studi di Milano) - Stefano Vicari (Università degli Studi di Genova)
International Scientific Committee: James Archibald (Università degli Studi di Torino) - Natalija G. Bragina (Institut Russkogo Jazyka im. A.S. Puškina; RSUH, Mosca) - Kristen Brustad (University of Texas at Austin) - Luciano Curreri (University of Liège) - Hugo de Burgh (University of Westminster) - Giuditta Caliendo (Université de Lille) - Giorgio Fabio Colombo (Università di Venezia Ca' Foscari) - Daniel Dejica (Universitatea Politehnica Timisoara) - Anna De Fina (Georgetown University, USA) - Claudio Di Meola, (Sapienza Università di Roma) - Lawrence Grossberg (University of North Carolina at Chapel Hill) - Stephen Gundle (University of Warwick) - Décio de Alencar Guzmán (Universidade Federal do Pará, Belém,  Brasile) - Matthias Heinz (Universität Salzburg) - Rosina Márquez-Reiter (The Open University) - John McLeod (University of Leeds) - Estrella Montolío Durán (Universitat de Barcelona) - M'bare N'gom (Morgan State University, Baltimore) - Daragh O'Connell (Cork University) - Roberto Perin (York University, Toronto) - Giovanni Rovere (Ruprecht-Karls-Universität Heidelberg) - Lara Ryazanova-Clarke (University of Edinburgh) - Françoise Sabban (École des Hautes Études en Sciences Sociales, Paris) - Kirk St.Amant (Louisiana Tech University, University of Limerick/University of Strasbourg) - Paul Sambre (Katholieke Universiteit Leuven) - Srikant Sarangi (Aalborg University) - Junji Tsuchiya (Waseda University, Tokyo) - Xu Shi (Zhejiang University)
Section Managers: Maria Matilde Benzoni, Università degli Studi di Milano (Modern history) - Paola Cotta Ramusino, Università degli Studi di Milano (Russian linguistics and translation) - Mario de Benedittis, Università degli Studi di Milano (Sociology) - Kim Grego Università degli Studi di Milano (English linguistics and translation) - Giovanna Mapelli, Università degli Studi di Milano (Spanish linguistics and translation) - Bettina Mottura, University of Milan (Chinese studies) - Mauro Giacomo Novelli, Università degli Studi di Milano (Contemporary Italian literature and culture) - Letizia Osti, Università degli Studi di Milano (Arab studies) - Maria Cristina Paganoni, Università degli Studi di Milano (English linguistics and translation) - Giuseppe Sergio, Università degli Studi di Milano (Italian linguistics) - Virginia Sica, Università degli Studi di Milano (Japanese studies)

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