Call centres: A decade of research

Call centres have, over the past decade, become a central element in the way information services are produced and delivered to the public. Much as automobile factories or textile mills were treated as both objects of curiosity and as metaphors for their age, call centres have garnered attention both in their own right as a new means of organizing particular types of work and as an important venue from which to undertake the study of other elements of management practice, including human resource management. This paper critically examines all aspects of research that has been undertaken on call centres, from the publication of the first novel pieces of research up to the most recent contributions. A good deal of effort has gone into classifying call centres, comparing the organization of work in them with other types of work and considering the extent of variation between call centres. Depending upon the theoretical lens that is used (e.g. labour process theory, high‐performance work systems theory, HR perspectives, gender theory, etc.) different aspects of call‐centre work are emphasized and different conclusions regarding call‐centre employment and its possibilities are reached. These contrasting results are compared and evaluated in this review. It is also the case that the study of call centres invites critical reflection upon theories of management, and this is also entered into in this paper. Additionally, the continuous spread of call centres into new realms of professional work activity and into new spaces of the global economy throws up challenges that are brought to the reader's attention for our understanding of this approach to managing informational work.     

Culturally Appropriate Career Counseling With Gay and Lesbian Clients

This article details the current knowledge regarding the provision of culturally appropriate career services to gay and lesbian clients. It is divided into 5 parts: history and context for the delivery of career counseling services to gay and lesbian clients, counselor self‐preparation for working with gay and lesbian clients, client‐focused interventions useful for counseling with gay and lesbian clients, program‐focused interventions useful for addressing the special issues that this group presents, and appropriate advocacy or social action interventions. Issues of multiple cultural identities and the intersection of lesbian and gay issues with race and ethnicity are also addressed.     

Developing a Social Protection Index for Asia

Social protection is increasingly seen as an important tool for poverty reduction, but to date there have been few quantitative cross‐country assessments of social protection provision. This article develops a social protection index that systematically and consistently quantifies activities at the national level. Four summary indicators representing the cost, coverage, poverty targeting and impact are scaled and weighted to produce an additive index of the overall level of social protection provision. The index is calculated for six very different Asian countries: Bangladesh, Indonesia, Mongolia, Nepal, Pakistan and Vietnam. Considerable contrasts are revealed between their levels of social protection provision.     

Deinstitutionalisation: What Went Wrong

‘Deinstitutionalisation’ has been the twin policy to ‘community care’ and has been a key welfare strategy in Britain for some 30 years. In the 1980s considerable political and professional activity was focused upon the shortcomings of community care, but relatively little attention was paid to the failure of ‘deinstitutionalisation’. Why has it proved so difficult to close long-stay hospitals? This article examines the gulf between official strategies on closure and the reality of continuing institutionalisation. It seeks explanations not only in terms of funding crises, but also in inter-professional, inter-organisational and inter-governmental relations. It concludes that the problems are deeply entrenched and that if deinstitutionalisation is to succeed, a major new initiative will be needed at the central level.     

Unmet needs for developmental disabilities services

Data collected from a representative sample of persons who are developmentally disabled living in three counties in Florida in 1989 were analyzed to determine the number of services these persons receive, the extent to which they do not receive services they need, the reasons these services are not received, and the factors which are related to satisfaction with services. A battery of 90 services which can be grouped into 8 general categories was used, and the data were collected in face-to-face interviews with 312 persons.     

The confrontation clause and the child victim of sexual abuse

Courtroom proceedings for child sexual abuse often represent a morass of conflicting rights and counterproductive justice. Within this article, conflicting rights of adults and children regarding courtroom testimony are explored with an interest in assessing the effects of testifying for children and addressing the process of making children's testimonies less traumatic and more credible.     

Social Class and the Prevalence of Handicapping Conditions

A series of hypotheses concerning relationships between age, sex, social class and the prevalence of handicapping conditions were developed and tested against the data from two large British cross-sectional surveys. The data showed that, as predicted, the prevalence of handicapping conditions was most strongly associated with indicators of social class among the middle-aged and that class related differences on physiological and lifestyle health indicators occurred at an earlier age than differences in the prevalence of handicaps. The relationship between social class and handicap prevalence was found for a variety of types of handicap. One interpretation of the pattern of relationships between indicators of social class and the prevalence of handicap in different age groups is that the risk of experiencing a handicapping condition is affected by long-term environmental effects associated with class. The methodological limitations of cross-sectional surveys in relation to propositions about causality are discussed.