Using recorded phone calls between local residents and call-takers of various local institutions during the 2022 COVID-19 lockdown in Shanghai, China as my data, I apply conversation analysis and membership categorization analysis to examine the interactional phenomenon where the institutional call-taker, facing complaints surrounding the impact of COVID-19 from the caller, initiates a complaint and becomes a co-complainant with the caller against a third party – often the Shanghai government – that is proposed to have caused grievances to both participants. Institutional actors initiate their third-party complaints when the callers repeatedly refuse to affiliate with their attempts to shift responsibility or their proposed solutions. This shift from being the complainee to being a co-complainant is regularly accomplished through practices in which the institutional actor: 1) produces implicit counter-complaints; 2) categorize complainants and themselves as categorial co-members; and 3) highlights and upgrades their own grievances. The findings suggest that institutional actors can make relevant their non-institutional identities and go against institutional expectations to achieve the institutional task of directing blame away from their institutions.
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