WOMEN'S WORK IN THE INFORMATION ECONOMY: The case of telephone call centres

This paper is concerned with the work experiences and career opportunities of women employed in technology-intensive offices known as telephone 'call centres'. Call centres have grown rapidly across Europe in recent years, creating a significant number of new jobs and receiving considerable attention within the media, business and academic communities. However, despite the fact that the majority of call centre jobs have been taken by women, researchers have so far paid little attention to their position in this new 'industry'. The article addresses this research gap. In particular, it is concerned with the question of whether call centre work is offering women new opportunities for skill development and career progression, or whether a more familiar trend is taking place in which women are being drawn into a highly routinized, 'de-skilled' and de-valued area of work. The paper also uses the specific example of call centre work in order to reflect on broader issues about the changing nature of women's work and employment in the so-called 'information economy'.     

Maintaining the Gains: What Worked in the Year after Brief Family Therapy

Brief family therapy, including single session therapy, is widely used to provide a timely and responsive service for children with emotional and behavioural problems. However, there is surprisingly little information about how these children and families fare in the longer term. The brief family therapy program described here was directed toward children with problems of moderate severity. Child Behaviour Checklists (CBCL) were completed by parents before, three months after, and twelve months after therapy; 110 parents also participated in semi‐structured telephone interviews twelve months after therapy. Parents' CBCL ratings showed a significant decrease in children's problems after therapy, which were maintained over the subsequent year, although some children continued to experience difficulties. Parents generally found brief therapy a helpful experience. Ways to strengthen the preventive possibilities of brief therapy work will be identified at both a practical and conceptual level.     

Mastering internal communication: Knowledge foundations and postgraduate education

Despite its importance to employee engagement and organisational effectiveness, little scholarly attention has been paid to internal communication education. Consequently there is a vacuum in guidance on particular knowledge required for effective internal communication practice. To tackle this gap, this empirical article analyses data collected in an online survey of communication professionals. The article contributes an empirically based specialist framework for internal communication knowledge, with components beyond those found in generalist frameworks.     

Importance of Land,family and culture for a good life: Remote Aboriginal people with disability and carers

Worldwide health and social outcomes of Indigenous people are poorer than those of non-Indigenous. In Australia, the Indigenous population experience disability at more than twice the rate of the non-Indigenous population, and a quarter live in geographically remote areas. The challenges associated with accessing services and supports in remote communities can impact on a good life for Aboriginal people with disability. Interviews were conducted with Aboriginal people (An angu) with disability and family carers from remote Central Australian communities and service workers. Thematic data analysis determined factors An angu viewed as essential to living a good life: connection to their Lands, being with family and engaging in cultural activities. Workers' support for a good life involves “Proper Way” help and an understanding of An angu culture. Three culturally relevant strengths-based concepts are important in supporting An angu with disability to live a good life: being connected to the Lands and family, sharing together and working together.     

The practical utility of the Welch Emotional Connection Screen for rating parent–infant relational health

Emotional Connection (EC) measured by the Welch Emotional Connection Screen (WECS) was related to the Parent–Infant Interaction Rating System (PIIRS), a 5‐point adaptation of the rating system developed for the National Institute of Child Health and Human Development Study of Early Child Care and Youth Development (e.g., NICHD Early Child Care Research Network, 1999, Developmental Psychology, 35, 1399). Parent–infant dyads (n = 49 mothers; 43 fathers) were videotaped during face‐to‐face interaction at infant age 6 months; interactions were coded with both the WECS and PIIRS. At age 3, mothers completed the Child Behavior Checklist. WECS ratings of EC were associated with PIIRS rating items for both mother–infant and father–infant dyads. Mother–infant EC related positively to maternal sensitivity and positive regard for child, child positive mood and sustained attention, and dyadic mutuality, and negatively with maternal intrusiveness. Father–infant EC related positively to fathers' positive regard for child, child positive mood and sustained attention, and dyadic mutuality. Mother–infant EC predicted child behavior problems at age 3 better than mother–infant PIIRS ratings of dyadic mutuality. With fathers, neither EC nor dyadic mutuality ratings predicted mother‐reported child behavior problems. Findings highlight the practical utility of the WECS for identifying potentially at‐risk dyads and supporting early relational health.