This chapter compares actual address in service situations with reported use and perceptions of address. We focus on Finland-Swedish and compare it with Sweden-Swedish to highlight typical features of Finland-Swedish address practices. Our data come from two sources: observations of address practices in service encounters and responses to a questionnaire administered to Finland-Swedish speakers, which explored address use in service situations. Findings show that Finland-Swedish address practices go beyond a conventional T/V dichotomy. T address dominates, but V address still occurs to some extent in service contexts.Nevertheless, some speakers find V address highly inappropriate. Furthermore, plural V and absence of direct address are common in service contexts. Our results confirm the non-binary character of the Finland-Swedish address system.

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The chapters in this volume, grouped into three thematic parts, present a broadpicture of the diversity of multilingual cities across the world in the 21st century.They explore cities of vastly different size, ranging from megacities such as Ja-karta down to small cities such as Fribourg/Freiburg, and cities situated in theGlobal North as well as in the Global South. The dynamics of and interaction be-tween different languages in those cities also demonstrate great variation, fromthe presence of two or more languages in multilingual countries or regions to thestatus of immigrant languages in cities traditionally dominated by one majoritylanguage, and to post-colonial contexts where colonial languages often co-exist asofficial languages alongside indigenous languages. While national varieties of En-glish, as well as English as a lingua franca, play an important role in the languagemake-up of many of the cities analysed in this volume, in others the focus is onother (originally) European and non-European languages. As a result, the specificcircumstances of each of the cities sometimes demand different methodologicalapproaches to do them justice, while other chapters share a common methodolog-ical approach to document multilingualism in the cityscape. This is the case withfive chapters (identified in turn further below) across all three sections which uselinguistic landscaping as their approach, carefully fine-tuning the methodology soas to fit the particular conditions of each site.

This volume explores linguistic diversity and complexity in a range of urban con-texts, a number of which have been subject to relatively little or no sociolinguisticinquiry, especially in English. It seeks to diversify the sites under investigation inurban multilingualism studies, and advocates an exploration of multilingual practi-ces that is not restricted to the large-scale contemporary Western metropolis. Anovel mixture of cities from around the world is therefore studied, from megacitiesand lesser-known communities within well-researched cities to smaller cities onthe national periphery, representing diverse types, sizes, contexts and languages.

I det här kapitlet presenteras ett kontrastivt arbetssätt där kommunikation och språkbruk jämförs mellan olika kulturer. Ett vanligt arbetssätt är att jämföra hur olika sociala handlingar, som t.ex. att hälsa, tilltala, tacka eller be om något uttrycks i olika kulturella sammanhang. I kapitlet undersöks tilltalspraktiker i de två nationella varieteterna av svenska, sverigesvenska och finlandssvenska med fokus på servicesamtal mellan kunder och personal.