Search results

1 – 10 of 437
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 31 December 2003

David J. Therkelsen and Christina L. Fiebich

For every organisation there are at least several publics, the support of which is critical to organisational success. Many scholars and practitioners have argued for the primacy…

3151

Abstract

For every organisation there are at least several publics, the support of which is critical to organisational success. Many scholars and practitioners have argued for the primacy of the employee public, because of the effect of employee attitudes and behaviours on the experience of customers, and the productivity and innovation of the enterprise. Organisations that accept this premise often respond with traditional employee communication programmes and techniques. This paper accepts the primacy of employees in the hierarchy of publics, but argues especially for the role of the frontline supervisor as the key to effective communication with an engagement of the employee population. The paper is in part a macro review of literature on the employee public going back 50 years. It comments on the new social contract between organisations and their employees. It documents business results that are associated with an involved employee public. It asserts that employee loyalty lies primarily not to the organisation itself but with the work unity – especially the immediate supervisor. The authors also examine behaviour that increases or reduces employee trust, and describe the necessary skills and support systems that organisations must provide for their supervisors in order to make them superb communicators.

Details

Journal of Communication Management, vol. 8 no. 2
Type: Research Article
ISSN: 1363-254X

Keywords

Access Restricted. View access options
Case study
Publication date: 20 January 2017

Sunil Chopra

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call…

Abstract

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.

To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Details

Kellogg School of Management Cases, vol. no.
Type: Case Study
ISSN: 2474-6568
Published by: Kellogg School of Management

Keywords

Access Restricted. View access options
Book part
Publication date: 8 October 2020

Paula O'Kane

Computer-aided/assisted qualitative data analysis software (CAQDAS) supports qualitative and mixed methods researchers to organize, analyze, and explore data in a meaningful, and…

Abstract

Computer-aided/assisted qualitative data analysis software (CAQDAS) supports qualitative and mixed methods researchers to organize, analyze, and explore data in a meaningful, and efficient, way. Successfully utilizing CAQDAS software can be challenging, particularly for the novice researcher. To assist all researchers 21 CAQDAS dilemmas are articulated. These relate to choosing, using, and getting started with the software, as well as writing about CAQDAS use. These dilemmas suggest there is no right way to use CAQDAS programs, rather the specific research project, along with researcher experience and philosophy, should drive the extent to which any project utilizes the extensive CAQDAS capabilities, while also encouraging the researcher(s) to drive their ideas and exploration beyond what they initially thought possible.

Details

Advancing Methodological Thought and Practice
Type: Book
ISBN: 978-1-80043-079-2

Keywords

Access Restricted. View access options
Article
Publication date: 1 December 1996

Pat Jackson

Describes the development of a client‐held health record designed to appeal to young people aged 11 to 16‐plus. Explains that this evolved from the concept of the parent‐held…

1496

Abstract

Describes the development of a client‐held health record designed to appeal to young people aged 11 to 16‐plus. Explains that this evolved from the concept of the parent‐held child health record, arising from the author’s conviction that the emphasis of the parent‐focused record should shift to one focused on the child or young person by the start of secondary school. Summarizes the development of the Health Fax by the school nursing service in Optimum Health Services, London. Outlines the results of the initial evaluation, which found that pupils were enthusiastic about having their own health record, and which also emphasized the need to have a record that would evolve both in content and design as the young person develops. Stresses that the information supplied as inserts for the Health Fax needs to complement appropriate health education, rather than acting as a substitute for it.

Details

Health Education, vol. 96 no. 6
Type: Research Article
ISSN: 0965-4283

Keywords

Access Restricted. View access options
Article
Publication date: 1 February 1997

Pat Jackson and Zoe Plant

Gives an account of a project run by Optimum Health Services NHS Trust offering attendance at mock sexual health clinics to young people attending schools in Lewisham and…

581

Abstract

Gives an account of a project run by Optimum Health Services NHS Trust offering attendance at mock sexual health clinics to young people attending schools in Lewisham and Southwark in South London. The mock clinics were set up after the authors visited Sweden on a study tour and observed similar projects in operation there. The principal aim of the mock sexual health clinics was to increase the access of family planning clinics to young people. The pilot project involved about 300 pupils from four schools, ranging from year 10 to year 12. Feedback from pupils showed that they enjoyed attending a clinic away from the school environment, learning how the clinic operated and about the issue of confidentiality, including separate record keeping by the clinic and general practitioners’ surgeries. The main problem identified was that one hour in length sessions were too short. Suggests that it could be useful to offer attendance at mock sexual health clinics for both teachers, as part of INSET training, and parents, particularly parents of pupils with learning disabilities. Emphasizes that all staff involved needed to work within the framework of each school’s sex education policy and existing legislation. Concludes that education and health services need to work in collaboration to ensure that sex education and sexual health services for young people are developed in conjunction with each other, as either one on its own is not sufficient.

Details

Health Education, vol. 97 no. 1
Type: Research Article
ISSN: 0965-4283

Keywords

Access Restricted. View access options
Article
Publication date: 31 December 2002

Liz McLaughlin

Practitioners need to see their future as being part of the leadership team within organisations, and therefore need to move beyond technical competencies and focus on developing…

213

Abstract

Practitioners need to see their future as being part of the leadership team within organisations, and therefore need to move beyond technical competencies and focus on developing leadership skills.

Details

Journal of Communication Management, vol. 7 no. 2
Type: Research Article
ISSN: 1363-254X

Keywords

Access Restricted. View access options
Case study
Publication date: 20 January 2017

Sunil Chopra

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call…

Abstract

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.

To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Details

Kellogg School of Management Cases, vol. no.
Type: Case Study
ISSN: 2474-6568
Published by: Kellogg School of Management

Keywords

Access Restricted. View access options
Article
Publication date: 1 March 1999

Allan Metz

President Bill Clinton has had many opponents and enemies, most of whom come from the political right wing. Clinton supporters contend that these opponents, throughout the Clinton…

894

Abstract

President Bill Clinton has had many opponents and enemies, most of whom come from the political right wing. Clinton supporters contend that these opponents, throughout the Clinton presidency, systematically have sought to undermine this president with the goal of bringing down his presidency and running him out of office; and that they have sought non‐electoral means to remove him from office, including Travelgate, the death of Deputy White House Counsel Vincent Foster, the Filegate controversy, and the Monica Lewinsky matter. This bibliography identifies these and other means by presenting citations about these individuals and organizations that have opposed Clinton. The bibliography is divided into five sections: General; “The conspiracy stream of conspiracy commerce”, a White House‐produced “report” presenting its view of a right‐wing conspiracy against the Clinton presidency; Funding; Conservative organizations; and Publishing/media. Many of the annotations note the links among these key players.

Details

Reference Services Review, vol. 27 no. 1
Type: Research Article
ISSN: 0090-7324

Keywords

Access Restricted. View access options
Book part
Publication date: 6 July 2021

Eric J. Morgan

From the 1960s onwards, students and members of the academic community on growing numbers of college and university campuses in the United States chose to confront the issue of…

Abstract

From the 1960s onwards, students and members of the academic community on growing numbers of college and university campuses in the United States chose to confront the issue of apartheid by advocating divestment from corporations or financial institutions with any sort of presence in or relationship with South Africa. Student divestment advocates faced serious opposition from university administrators as well as opponents of institutional divestiture both at home and abroad. Despite these challenges, the academic community in the United States was one of the first arenas where anti-apartheid activism coalesced. This chapter examines the campaigns of students and educators who participated in the debate over divestment – to engage with the South African government and apartheid through dialogue and communication or to disengage completely from the country through withdrawal of financial investments. The anti-apartheid efforts of the academic community at Michigan State University, one of the first large research universities in the United States to confront the issue of apartheid and divestment at the university level and beyond, serves as a window to view academic activism against apartheid. The Southern Africa Liberation Committee (SALC), a consortium of students, faculty, and community members dedicated to aiding the liberation struggle of Southern Africa, led the efforts at Michigan State and collaborated with allies across Michigan and the United States. SALC focused most of its efforts on South Africa, though the organization also confronted the issue of South Africa's controversial occupation of South West Africa and the ongoing civil war in Angola.

Access Restricted. View access options
Article
Publication date: 5 November 2024

Marc Dupuis, Rosalind Searle and Karen V. Renaud

The purpose of this study was to investigate the role of grace in the aftermaths of adverse cybersecurity incidents. Adverse incidents are an inescapable fact of life in…

47

Abstract

Purpose

The purpose of this study was to investigate the role of grace in the aftermaths of adverse cybersecurity incidents. Adverse incidents are an inescapable fact of life in organizational settings; consequences could be significant and costly. Increasingly, the cause may be a cybersecurity exploit, such as a well-targeted phishing email. In the aftermath, line managers have a choice in responding to the individual who caused the incident. Negative emotions, such as shame and regret, may deliberately be weaponized. Alternatively, positive emotions, such as grace, forgiveness and mercy, may come into play.

Design/methodology/approach

We detail a study with 60 participants to explore attribution differences in response to adverse incidents, both non-cybersecurity and cybersecurity. We examined the stages that occur in the aftermath of such adverse incidents where grace may be observed.

Findings

Our participants generally believed that grace was indicated toward those who triggered an adverse cybersecurity incident, pointing to situational causes. This was in stark contrast to their responses to the non-cybersecurity incident, where the individual was often blamed, with punishment being advocated.

Research limitations/implications

The role of positive emotions merits investigation in the cybersecurity context if we are to understand how best to manage the aftermaths of adverse cybersecurity incidents.

Practical implications

Organizations that mismanage aftermaths of adverse incidents by blaming, shaming and punishing those who make mistakes will harm the individual who made the mistake, other employees and the long-term health of their organization in the long run.

Originality/value

To the best of the authors’ knowledge, this is the first study to reveal the grace phenomenon in the cybersecurity context.

Details

Journal of Intellectual Capital, vol. 26 no. 1
Type: Research Article
ISSN: 1469-1930

Keywords

1 – 10 of 437
Per page
102050