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Knowledge has been at the centre of philosophical and scientific enquiry for centuries. It remains a topic of central importance in psychology. The current thesis examined how knowledge was managed and treated as relevant by speakers in social interaction in situ. Complaint calls to a dispute resolution telephone helpline service were studied using discursive psychology and conversation analysis as theoretical and methodological frameworks. The thesis focused on how knowledge was implicated in the accomplishment of the institutional task of jointly establishing the facts of the complaint. In particular, the research examined how the issues of ‘who knows what’ and ‘who has the rights to know it’ were demonstrably relevant for speakers in these interactions. The empirical work focused on two types of question-answer sequences. In cases where some requested information was not forthcoming or not immediately provided, callers’ conduct displayed their orientations to a normative expectation that they knew what was asked for and that they had an obligation to provide it. A second set of cases was a collection of declarative requests for confirmation. The different types of responses to such questions were described. It was proposed that the responses could be placed along a continuum, by the extent to which they asserted a caller’s epistemic rights to knowledge about the relevant information. The thesis contributed to existing research by drawing together recent conversation analytic work on epistemics as a domain of organization in social interaction, and more established discursive psychological work on reality construction. The thesis highlighted the practical nature of knowledge, as it was relevant for accomplishing a key institutional task, and other actions, in telephone-mediated dispute resolution.

Who knows what and who has the rights to know it?: Knowledge and reality construction in interaction