Complaining Our Way to Quality: Complaints, Contracts and the Voluntary Sector

The research on which this paper is based is part of a wider study of quality assurance and the voluntary sector. The focus of this paper is on complaints procedures, as part of quality assurance mechanisms, where voluntary agencies are the contracted service providers. The authors argue that, with the introduction of contracting and particularly with its further development, the way in which complaints mechanisms currently operate will need to be revised if they are to be an effective part of the quality assurance process.     

Tales of transition: self-narrative and direct scribing in exploring care-leaving

Direct scribing is a technique that transforms oral discourse into written text, basically by typing oral material verbatim . It was developed in practice with youth in child welfare care and adapted for research data collection. The technique flattens the power imbalance in the interview situation and between oral speech and written text, supports self-reflection, democratizes the ownership of written material, is potentially empowering, and is an efficient means to produce high-quality text. The origins in practice are reviewed and a research application is discussed in detail. Thirty youths aged 18/19 from child welfare constructed self-narratives about how they conceptualized and managed the adolescent transition, and collaborated with the researcher in analysing the narrative as a story. Each interview was direct scribed and printed copy given to the participant. Participants were introduced to direct scribing by completing a questionnaire presented on a note-book computer, and some took part in a gender-specific group discussion as a final data-collection event, which was audio-taped and transcribed. The value of direct scribing and self-narrative in this research project and possibilities for other applications are discussed.     

Child care outcomes: economic perspectives and issues

Economics starts with the observation of widespread scarcity and the consequent need for choices about resource allocation. Common criteria for such choices are economy, effectiveness, efficiency and equity. This paper defines these criteria and locates them within a conceptual framework (the ‘production of welfare’). It also examines some of the reasons for the growth in interest in them. The main modes of evaluation—cost-benefit, cost-effectiveness, cost-utility and cost-consequences analyses—are described and illustrated. Few such evaluations have been conducted in child care, and the paper ends with speculation as to why this is so.     

Stock investors’ preference for short-term vs. long-term bonuses

Bonuses in the finance sector may be based on too short time intervals for environmental and social factors to be taken into account in investment decisions. We report two experiments to investigate whether investors prefer short-term to long-term bonuses. In Experiment 1 employing 27 undergraduates, preferences were measured for four short-term certain bonuses, evenly distributed across a time interval, and one certain long-term bonus at the end of the time interval. A majority chose the short-term bonuses, and in order for the long-term bonus to be equally preferred it had to be about 40% higher than the four added short-term bonuses. Experiment 2 employing another 36 undergraduates introduced outcome uncertainty that more accurately reflects the choices stock investors face. The participants again choose between a long-term bonus and four distributed short-term bonuses. It was shown that uncertainty made more participants prefer the long-term bonus to the added short-term bonuses than when the outcome was certain. A smaller increase of the long-term bonus of about 20% was now required to make it equally attractive as the four added short-term bonuses.