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Analysis and improvement of the quality of care has become everyone’s business in the new NHS. Audit of clinical outcomes and of patient satisfaction are to become routine. However, there is a weak link between audit and service quality, reflecting an insufficient emphasis on the process of organisational innovation. This case study illustrates how “a first class service” can be developed through a “stakeholder‐collaborative” evaluation approach. This partnership process can strengthen the audit‐quality link, leading to practical and shared suggestions for service development. Clinical outcome data from 400 consecutive adult mental health patients seen over a five‐year period by one clinical psychologist and patient satisfaction data (for the last 100 patients) were evaluated by 11 stakeholders. They evaluated these data in relation to Maxwell’s six quality criteria. Both the clinical outcomes (i.e. highly significant improvements following therapy) and the patient satisfaction data were judged favourably by the stakeholders, who used the information to suggest service improvements.

This paper aims to use a video‐taped fragment of conduct and interaction in a museum to illustrate the analysis of visitors' interactionally produced response to works of art.

The method draws on ethnomethodology and conversation analysis to investigate the social and sequential organisation of people's action and interaction. The fragment discussed as part of this paper sheds light on the social and interactional production of people's response to and experience of exhibits.

The detailed analysis of one video‐fragment illustrates how the analysis progresses from an inspection of the sequential organisation of talk to an examination of the sequential organisation of verbal, visual and bodily conduct. The analysis also makes a small substantive contribution to current debates on people's experience of artwork in museums. In particular, the findings suggest that the experience of works of art is not a subjective and cognitive response to the objects, but arises in and through socially organised, embodied practices at the exhibit‐face.

The paper discusses an innovative way to analyze video‐data, and makes a contribution to the growing body of research in arts marketing and museum marketing on the exhibition floor.

Adopting the critical sensemaking (CSM) lens to the micro-level interaction between leader and employees, the article offers a theoretically informed example of leading with soft power and positive emotions that blurs boundaries in democratic organisations.

The research methodology involves videography and interpretive analysis of video-recorded interactions that combines focused ethnography with video analysis. The analysis focuses on face-to-face meeting interactions between a leader and employees in a small service firm.

The findings illustrate how restoring the sense of the democratic organisation is an accumulating and complex phenomenon where explicit and implicit organisational rules and changing identity positions are enacted by constructing affective loyalties, moral and reflex emotions that serve as soft power capacities helping the leader and employees to enact meanings attached to a democratic rather than hierarchical organisation.

The article provides new insight for human resources practitioners and leaders who want to build resilient organisations and pay attention to shared, distributed and relational leadership practices, co-creative work and collective decision-making processes.

The power explored in previous sensemaking studies has been power over, which is most often associated with the negative aspects of power, such as domination and suppression, in the pursuit of specific performance. The applications of videography method linking ethnography and interpretive analysis of video-recorded interactions are still rare in organisation studies.

Workplace health promotion initiatives are an effective way to reach adults, and provide safe and healthy working environments that support individual health. The purpose of this project was to: learn how organizations/businesses define workplace health; assess employer support and commitment for workplace health initiatives; assess facilitators and barriers to workplace wellness/health; and understand workplace needs around evaluation and outcome measures.

A community partnership, Wellness Initiatives Network (WIN), was established to provide a forum for organizations in Atlantic Canada to share knowledge and experience on workplace health. Focus groups were conducted with businesses/organizations in the four Atlantic Provinces. Tape‐recorded transcriptions were analyzed using thematic analysis.

Ingredients for successful workplace health initiatives include onsite programs, the provision of incentives and recognition for employees, and the need to build awareness, understanding and commitment among managers who can help to create a supportive culture, which supports employee health. Measuring outcomes related to workplace health is critical.

Workplace health promotion should encompass a comprehensive approach that acknowledges the important roles of personal, social and environmental factors.

There is both interest and readiness to implement workplace health in Atlantic Canada. Workplace health is a responsibility of all – individual employees, employers and workplaces, and government. All stakeholders must be involved to help employees, workplaces and the health system cope with an aging population and concomitant increasing stresses at work and home. Engaging leaders is a critical step in building an integrated, comprehensive and sustainable approach to workplace health.

As modes of scholarly communication change around us, will our old values endure? Deanna Marcum, dean of the School of Library and Information Science at the Catholic University of America, was asked to prepare a keynote essay to which other contributors were invited to both respond and elaborate. All participants reaffirm the importance of equal access to information. Hoekema worries that by diverting resources to keep the system of scholarly publication alive, the financial demands of new electronic services will serve in the end to impoverish many. Holoviak describes a risk that is of particular concern to those involved with scholarly societies, that of disenfranchising scholars not on the basis of their intellectual or economic means but on the basis of technological compatibility. Lyman urges libraries to redefine their mission. He argues that we cannot protect a system that is bankrupting us, and he calls for academic libraries to become the partner of students in learning and of the faculty in the search for knowledge.

Organizational crises are complex events for researchers to assess. However, research in this domain remains fragmented, and advanced empirical techniques remain underutilized. In this chapter, we offer an integrated approach to assessing crises. We first specify a behavioral process model of crisis management comprised of three stages: interpretations, responses, and outcomes. Within each stage, we identify areas of opportunity and provide methodological recommendations that enhance our understanding of crises and crisis management. We also provide recommendations that could be applied across stages of the model. Taken together, we present a framework by which researchers can more effectively measure and analyze critical crisis dimensions.

This chapter presents a novel method for using PechaKucha presentations to generate and analyze participant-generated video data. As a data source, participatory video (PV) differs from ethnographic or archival video by relying on participants to tell their own stories. As a presentation technique, PechaKucha produces six-minute-and-forty-second, narrated slideshow presentations. The slideshows or recordings from live PechaKucha presentations are a dense form of PV that is easier to code and analyze than traditional sources of PV. This chapter describes the procedures to capture and analyze PechaKucha-based PV and illustrates considerations for researchers who plan to use PV to gather data.

Little has been studied yet in terms of how communication nature influences change process. The purpose of this paper is to explore a case study that takes part in a broader research project, aimed to contribute in this direction.

Mix methodology has been applied to the findings, to characterize resistance to change and communication nature within one organization under a radical change process.

One main theoretical contribution is an instrumental grid to characterize dialogic communication nature.

Findings of the case study originally indicate that resistance to change reduces under dialogic communication and by revealing how communication dimensions perform in time, practitioners may enhance guidelines to effective change communication management.

In the matter of food purity and control Hospital Catering Services have been outside the law, a privileged position where the general law of food and drugs have never applied and the modern regulatory control in food hygiene has similarly not applied. In the eyes of the general public hospital catering standards have always been high above the general run of food preparation. As the NHS continued, complaints began gradually to seep out of the closed community, of dirt in the kitchens and prevalent hygiene malpractices. The general standard for most hospitals remained high but there were no means of dealing with the small minority of complaints which disgusted patients and non‐cater‐ing staff, such as insect and rodent infestations, and an increase in the frequency of food poisoning outbreaks.

The purpose of this paper is to present and examine the addition of a “professional artefact” to the course requirements for the BA Honours Professional Practice (BAPP) (Arts) programme at Middlesex University.

This paper takes a case study approach using reflection, indicative theories and consideration of student work to evaluate the introduction of the “professional artefact” into the BAPP (Arts) curriculum. Following pragmatist and phenomenological descriptions of the lived experience as embodied (Dewey et al., 1989; Merleau-Ponty, 2002) and using learning models based on experience in the workplace (Boud and Garrick, 1999), the paper's methodology takes the work-based principle of “experience as knowledge” to examine the impact of the professional artefact on students learning.

The professional artefact has proven to be a useful way for the learners on the course to reflect on the purpose of their own study and the ways in which work-based learning can be incorporated into their practice through embodied “ideas”.

The paper suggests that the inclusion of a professional artefact to the curriculum provides a flexible means for bridging academic and workplace learning. The inclusion of the professional artefact could be recommended as a strategy for other work-based learning programmes.

The added value for professional practice is that the professional artefact provides a flexible and creative means of communication for emerging and establishing workplace professionals.