Call Centres As Sites of Professional Practice: “Where Old Social Workers Go to Die”?

References

• Adams , R. , Dominelli , L. and Payne , M. 2005 . Social work futures crossing boundaries and transforming practice , Basingstoke : Palgrave Macmillan .
   Google Scholar
• Alston , M. and Bowles , W. 2003 . Research for social workers: An introduction tomethods , London : Routledge .
   Google Scholar
• Banse , R. and Scherer , K. 1996 . Acoustic profiles in vocal emotion expression . Journal of Personality and Social Psychology , 70 : 614 – 636 .
   PubMed Web of Science ®Google Scholar
• Batt , R. and Moynihan , R. 2002 . The viability of alternative call centre production models . Human Resource Management Journal , 12 : 14 – 34 .
   Google Scholar
• Belt , V. 2004 . “ A female ghetto? Women's careers in telephone call centres ” . In Call Centres and human resource management a cross national perspective , Edited by: Deery , S. and Kinnie , N. 174 – 197 . Houndsmills : Palgrave McMillan .
   Google Scholar
• Bennington , L. , Cummane , J. and Conn , P. 2000 . Customer satisfaction and call centres: An Australian study . International Journal of Service Industry Management , 11 : 162 – 173 .
   Google Scholar
• Burton , J. and van den Broek , D. 2008 . Accountable and countable: Information management systems and the bureaucratization of social work . British Journal of Social Work Advance Access , 39 : 1 – 17 .
   Web of Science ®Google Scholar
• Coleman , N. and Harris , J. 2008 . Calling social work . British Journal of Social Work , 38 : 580 – 599 .
   Web of Science ®Google Scholar
• Collin-Jacques , C. 2004 . “ Professionals at work: a study of autonomy and skill utilisation in nurse call centres in England and Canada ” . In Call Centres and human resource management: A cross national perspective , Edited by: Deery , S. and Kinnie , N. 153 – 174 . Houndsmills : Palgrave McMillan .
   Google Scholar
• Collins-Jacques , C. and Smith , C. 2005 . Nursing on the line: Experiences from England and Quebec (Canada) . Human Relations , 58 : 5 – 32 .
   Web of Science ®Google Scholar
• Conrad , D. and Kellar-Guenther , Y. 2006 . Compassion fatigue, burnout, and compassion satisfaction among Colorado child protection workers . Child Abuse and Neglect , 30 : 1071 – 1080 .
   PubMed Web of Science ®Google Scholar
• Creswell , J. W. 1998 . Qualitative inquiry and research design choosing among five traditions , Thousand Oaks : Sage Publications .
   Google Scholar
• Crooks , T. and Flockton , L. 2005 . National education monitoring project reading & speaking assessment results 2004 , Dunedin : Educational Assessment Research Unit, Ministry of Education .
   Google Scholar
• Dustin , D. 2008 . The McDonaldisation of social work , Aldershot : AshgatePublishing .
   Google Scholar
• Gardner , F. 2006 . Working with human service organizations creating connections for practice , Melbourne : Oxford University Press .
   Google Scholar
• Garrett , P. M. 2005 . Social work's ‘electronic turn’: Notes on the deployment of information and communication technologies in social work with children and families . Critical Social Policy , 25 : 529 – 553 .
   Web of Science ®Google Scholar
• Gault , S. 2001 . Child Youth & Family National Call Centre (Unpublished Masters of Social Work Thesis, Massey University) .
   Google Scholar
• Goss , S. , & Anthony , K. 2003 . Technology in counselling and psychotherapy: Apractitioners guide . Houndmills, , Basingstoke : Palgrave MacMillan .
   Google Scholar
• Humphries , P. and Camilleri , P. 2002 . Social work and technology: Challenges for social workers in practice: A case study . Australian Social Work , 55 : 251 – 259 .
   Google Scholar
• Kinnie , N. , Hutchinson , S. and Purcell , J. 2000 . Fun and surveillance: The paradox of high commitment management in call centres . Journal of Human Resource Management , 11 : 967 – 985 .
   Web of Science ®Google Scholar
• Knapp , M. and Hall , J. 2006 . Non verbal communication in human interaction , 6th ed , Belmont, CA : Thompson/Wadsworth .
   Google Scholar
• Koprowska , J. 2005 . Communication and interpersonal skills in social work , Exeter : Learning Matters .
   Google Scholar
• Larner , W. 2001 . Governing globalization: The New Zealand call centre attraction initiative . Environment and Planning , 33 : 297 – 312 .
   Web of Science ®Google Scholar
• Latour , B. 2005 . Reassembling the social: An introduction to social life , Oxford : Oxford University Press .
   Google Scholar
• Madoc-Jones , I. , Warren , E. , Ashdown-Lambert , J. , Williams , W. and Parry , O. 2007 . Planned telephone support for disadvantaged parents in North Wales: Perceptions of service users . Child and Family Social Work , 12 : 316 – 325 .
   Web of Science ®Google Scholar
• Manion , K. and Renwick , J. 2008 . Equivocating over the care and protection continuum: An exploration of families not meeting the threshold for statutory intervention . Social Policy of New Zealand , 33 : 70 – 94 .
   Google Scholar
• Mark , R. 1996 . Research made simple. A handbook for social workers , Thousand Oaks : Sage Publications .
   Google Scholar
• Mason , J. 1996 . Qualitative researching , London : Sage Publications .
   Google Scholar
• Maunsell , J. 2006 . The underlying instability in statutory child protection: Understanding the system dynamics driving risk assurance levels . Social Policy Journal of New Zealand , 28 : 97 – 132 .
   Google Scholar
• Mickel , A. 2009 . It's all weighted against adult care . Community Care , 1766 : 22 – 23 .
   Google Scholar
• Miller , K. 2004 . “ Working with clients on the telephone ” . In Practice skills in social work & welfare more than just common sense , Edited by: Maidment , J. and Egan , R. 272 – 277 . Crows Nest, NSW : Allen & Unwin .
   Google Scholar
• Pettersson , M. , Randall , D. and Helgeson , B. 2004 . Ambiguities, awareness and economy: A study of emergency service work . Computer supported cooperative work , 13 : 125 – 154 .
   Google Scholar
• Raz , A. and Blank , E. 2007 . Ambiguous professionalism: Managing efficiency and service quality in an Israeli call centre . New Technology, Work and Employment , 2 : 83 – 96 .
   Web of Science ®Google Scholar
• Reder , P. , Duncan , S. and Grey , M. 1993 . Beyond blame: Child abuse tragedies revisited , London : Routledge .
   Google Scholar
• Rosenfeld , R. and Wilson , D. 1999 . Managing organizations, texts, readings and cases , 2nd ed , London : McGraw-Hill .
   Google Scholar
• Royse , D. 1999 . Research methods in social work , Belmont : Wadsworth .
   Google Scholar
• Sanders , P. 1996 . An incomplete guide to using counselling skills on the telephone , 2nd ed , Manchester : PCCS Books .
   Google Scholar
• Scott , D. 2006 February 14–16 . Sowing the seeds of innovation in child protection, ‘Blossoming of Our Children kia puawai nga tamariki ’. Key note address presented at the 10th Australasian Conference on Child Abuse and Neglect, Wellington, New Zealand .
   Google Scholar
• Shire , K. , Holtgrewe , U. and Kerst , C. 2002 . “ Reorganising customer service work: An Introduction ” . In Re-organising service work call centres in Germany and Britain , Edited by: Holtgrewe , U. , Kerst , C. and Shire , K. 1 – 16 . Aldershot : Ashgate .
   Google Scholar
• Stanley , T. 2005 . Making decisions: Social work processes and the construction of risk(s) in child protection work (submitted thesis for the Degree of Doctor of Philosophy in Social Work, University of Canterbury) .
   Google Scholar
• Taylor , P. and Bain , P. 1999 . An assembly line in the head: The call centre labourprocess . Industrial Relations Journal , 30 : 101 – 117 .
   Google Scholar
• Taylor , P. , Mulvey , G. , Hyman , J. and Bain , P. 2002 . Work organization, control and the experience of work in call centres . Work, Employment & Society , 16 : 133 – 150 .
   Web of Science ®Google Scholar
• Thompson , N. 2003 . Communication and language: A handbook of theory &practice , Basingstoke : Palgrave McMillan .
   Google Scholar
• Tregeagle , S. and Darcy , M. 2008 . Child welfare and information andcommunications technology: Today's challenge . British Journal of SocialWork , 38 : 1481 – 1498 .
   Google Scholar
• van den Broek , D. 2008 . Doing things right, or doing the right thing”? Call centre migrations and dimensions of knowledge . Work, Employment & Society , 22 : 601 – 613 .
   Web of Science ®Google Scholar
• Warhurst , C. and Thompson , P. 2006 . Mapping knowledge in work: Proxies & practices . Work, Employment & Society , 29 : 787 – 788 .
   Web of Science ®Google Scholar
• Wegge , J. , Van Dick , R. , Fisher , G. , Wecking , C. , & Moltzen , K. 2006 . Work motivation, organizational identification, and well being in a call centre . Work & Stress , 20 , 60 63 .
   Web of Science ®Google Scholar