Chapter 1 Sociology and Human–Machine Dialogue; Chapter 2 Inspiration, Observation and the Wizard of OZ; Chapter 3 The Surrey WOZ Simulation Procedure; Chapter 4 Conversation Analysis; Chapter 5 Getting Started; Chapter 6 Turn-Taking, Overlaps and Closings; Chapter 7 Some General Features of the Organisation of Repair; Chapter 8 Some Repair Strategies Analysed; Chapter 9 Conversation Analysis, Simulation and System Design;