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The purpose of this paper is to develop support for the annotation of educational resources within a digital library and their subsequent integration with distance learning course materials in a virtual learning environment.

A toolset for supporting the annotation of structured course materials was developed in participation with subject librarians, lecturers and library cataloguers.

The transparency of support provided by the system was found to be an important factor influencing the acceptance of the toolset. The approach was to facilitate rather than automate the annotation tasks of the subject librarians, lecturers and cataloguers.

The tools developed were used in two pilot applications: one for an undergraduate health and social care course, and the second for a postgraduate science communication course. The implications of the research are not limited to these domains, and further applications of this approach and the toolset would help to further generalize and refine the work done.

The value of the work described here is in identifying the benefits of transparent support tools for multi‐disciplinary teams involved in the production and deployment of online course materials. Here the benefits of metadata annotation are highlighted by enabling the subject librarians, lecturers and cataloguers to see how the annotations are made and the consequences of those choices.

The paper seeks to determine whether and how the quality of working life (QWL) varies between call centres (CCs) in the in‐house/outsourced, public and private sectors and the implications of these findings on human resource management (HRM).

This paper reports on findings derived through empirical qualitative case study research in two Australian CCs: Govtcall, an in‐house, public‐sector CC, and Salesplus, an outsourced, private‐sector CC. Quality of work life outcomes are determined through in‐depth interviews with CSOs, supervisors and managers, where a comparative approach is utilised.

The in‐house, public‐sector CC Govtcall emerges as being inferior in terms of job content, working hours and managerial/supervisory style and strategies. Conversely, Salesplus features a management model that is more akin to what would be expected in a CC operating under a professional service model.

The sample size was limited to two CCs; thus, the findings may not be representative of the wider CC context.

A productivity orientation and employee focus are not a mutually exclusive phenomenon. Union presence and public‐sector status do not guarantee better working conditions and higher QWL. Managerial styles and strategies have a significant impact on QWL in the CC context.

QWL is an under‐researched area where CCs are concerned. Similarly, much of the existing CC research is based on the private sector, despite the public sector emerging as a large user of CC operations.

School sex education has the potential to evoke a range of personal and political reactions. While it is usually agreed that sexuality should be ‘done’ in school, few agree on the best way of ‘doing’ it. This article provides a personal account of the development of sex education at Shepparton South Technical School, Victoria, Australia from 1973‐1985. It is supported by interviews with the people involved in those events and archival materials, including media reports. It also documents the efforts of extreme right activists to discredit and stop programmes, and the State Liberal government’s attempt to formulate a policy on sex education. First I provide a general background to technical schools in Victoria in the 1970s followed by a discussion of Shepparton South Technical School specifically. I then discuss the development of the sex education (social biology) programme, the pivotal role of the Social Biology resource Centre, and the networks involved. I also describe the attacks on the programme in the late 1970s, and their origins and impact. I conclude with a discussion of the outcomes of this intense public scrutiny, and the demise of social biology and the secondary technical schools, the ‘techs’ in the 1980s.

This chapter aims to further conversations around child-centred practice by considering the potential role of pupil voice within education. It explores the impacts of creating space for authentic pupil consultation in my own primary classroom upon my understanding – as teacher-researcher – of my class' experiences of teaching and learning. It outlines my use of pupil views templates (PVTs) (Wall & Higgins, 2006) to gain insight into children's thoughts, feelings and spoken interactions, and how this informed my professional practice as an educator, in order to move beyond pupil consultation as mere ‘lip-service’, and towards developing more meaningful engagement based on an acknowledgement of children's perspectives, as well as their right to express these views freely in all matters pertaining to them (UNCRC, 1989). As such, this chapter provides an exemplar of the reflections that can be gained through using PVTs to ‘listen’ to children, and the impacts this had upon the co-construction of our classroom culture, with implications for pupils' metacognition, the role of educator as a metacognitive role model and ultimately for children's agency and control over their own learning. Whilst my own use of PVTs is situated within an education context, the description of the ways in which this approach can be used has relevance for professionals in other fields who wish to gain greater insight into children's perceptions and experiences.

In a number of recent multi-billion dollar cases brought against cigarette manufacturers, plaintiffs have in part alleged that the cigarette manufacturers (1) conspired not to compete on the basis of health claims or the introduction of potentially safer cigarettes since the 1950s, and (2) engaged in fraudulent advertising by making implied health claims in advertisements selling ‘low tar’/‘light’ cigarettes. In this type of litigation, defendants’ actions could be due to alleged illegal behaviour as asserted by plaintiffs, or be the result of market forces that may have nothing to do with allegedly inappropriate acts. We examine the economic evidence relating to these allegations, taking into account some of the major influences on cigarette company behaviour. In particular, our analyses show that much of the cigarette manufactures’ behaviour can be explained by Federal Trade Commission and related government actions, rather than conspiracy or fraudulent acts. We find the economic evidence is inconsistent with an effective conspiracy to suppress information on either smoking and health or the development and marketing of potentially safer cigarettes. Regarding ‘lower tar’ and ‘light’ cigarettes, the economic evidence indicates that the cigarette manufacturers responded to government and public health initiatives, and that disclosing more information on smoking compensation earlier than the cigarette companies did would not have had any significant impact on smoking behaviour.

Looks at the 2000 Employment Research Unit Annual Conference held at the University of Cardiff in Wales on 6/7 September 2000. Spotlights the 76 or so presentations within and shows that these are in many, differing, areas across management research from: retail finance; precarious jobs and decisions; methodological lessons from feminism; call centre experience and disability discrimination. These and all points east and west are covered and laid out in a simple, abstract style, including, where applicable, references, endnotes and bibliography in an easy‐to‐follow manner. Summarizes each paper and also gives conclusions where needed, in a comfortable modern format.

This chapter provides an extensive review of literature on the interaction between and interdependence of informal and formal working practices in various workplace settings. The aim of the chapter is to elucidate the organisational, managerial, human relations and social factors that give rise to informal work practices and strategies, on the shop-floor not only at workers and work group levels but also at supervisory and managerial levels. This chapter helps the reader to understand the informal work practice of making a plan (planisa) in a deep-level mining workplace.

This chapter investigates the role of gender, mentoring and social capital and contributes to literature about the career development of women in senior management roles in the National Health Service of the UK. It draws on a doctoral study of senior-level managers in a Scottish NHS Board. The data collected are: (i) documentary; (ii) quantitative; and (iii) qualitative. The quantitative data are collected through questionnaires, while the source of qualitative data is in-depth semi-structured interviews. The doctoral study is embedded within an interpretivist and feminist paradigm. Although access to mentoring and social capital was seen as likely to enhance the career progression of females to senior managerial roles, gendered work and family expectations, gendered organisational culture, and normative performances of gendered senior management were identified as obstacles in taking advantages of mentoring and social capital. To the best of our knowledge, this is the only piece of work that explicitly investigates the role of mentoring and social capital in managing gender diversity at the senior managerial positions of the NHS.

This paper aims to examine the practice of teamwork in an under‐researched, yet growing industrial setting.

Longitudinal ethnographic‐styled methods of data collection were used and data was examined using the Team Dimensions Model.

The findings suggest the Team Dimensions Model, with the addition of a customer service perspective, is of use for identifying managerial objectives and organisational outcomes of teamwork. However, this does not suggest that teamworking is easy to implement in the hospitality setting.

The findings were obtained using unobtrusive participatory and observational methods and based on a single company.

The paper allows management practitioners to reflect on realities of implementing teamworking under a corporate customer service initiative.

The paper takes an existing theory on teamworking and develops the theory in an under‐researched and growing industrial sector.