Chapter 16. How uncertainty can be turned into shared understanding

Abstract

This chapter investigates how uncertainty is communicated in highly-rated medical answers. Particular attention is paid to the discourse elements that may render the use of vague language to be more positively than negatively received during the delivery of helpful answers to health information seekers in online medical consultations (OMCs). We argue that uncertainty does not equate to an evasive answer; instead, uncertainty can be turned into shared understanding with the use of effective strategies. Data in Chinese were collected from a government-funded website based in Taiwan. The findings suggest that vague language can facilitate the successful delivery of health information when it is used in conjunction with higher-order stretching of a medical reply, aimed at offering a patient-centered medical answer.