Lo Que Los Trabajadores Quieren vs. Lo Que Las Empresas Necesitan: Implementaciin De Las Anclas De Carrera De Edgar Schein En Un Contact Centre (What the Employees Want vs. What the Companies Need: Carrer Anchor Model Implementation on a Contact Centre)

2016 ◽  
Author(s):  
Juliin David Cortts-SSnchez
Keyword(s):  
Contact Centre ◽  
Edgar Schein

Engagement, Innovation, and Impact in a Dietitian Contact Centre: The EatRight Ontario Experience

2020 ◽  
Vol 81 (3) ◽  
pp. 106-111
Author(s):  
Cameron D. Norman ◽  
Helen Haresign ◽  
Barry Forer ◽  
Christine Mehling ◽  
Judith Krajnak ◽  
...  
Keyword(s):  
Health Promotion ◽  
Healthy Eating ◽  
Professional Support ◽  
Service Access ◽  
Nutritional Knowledge ◽  
Dietary Changes ◽  
The Public ◽  
Contact Centre ◽  
The Impact

Purpose: EatRight Ontario (ERO), a multi-modal dietitian service (phone, email, web), provided the public and health intermediaries with healthy eating advice, professional support, and health promotion tools from 2007 to 2018. An evaluation of ERO was conducted to assess the impact of the model on knowledge, attitudes, and behaviour for consumers, utilization, and support levels and satisfaction provided to health intermediaries. Methods: Consumer clients were sent a survey 1–4 weeks after using the ERO service to capture self-reported dietary changes, intentions, nutritional knowledge, and satisfaction. Health intermediaries were recruited through an electronic ERO newsletter and asked about how ERO supported their practice. Results: Of the 867 consumer respondents, 92% had either made a change or indicated that information from ERO confirmed their present behaviour, and 96% indicated they would recommend the services to others. Of the 337 health intermediaries who responded 71% indicated that ERO provided services they could not deliver. Conclusions: ERO’s multi-modal dietitian contact centre provides a model for implementing successful remote service access for consumers and professionals to support healthy eating across diverse demographics and geographies, including those in geographically underserved areas.

Users as Developers

2008 ◽  
pp. 1330-1345
Author(s):  
Beryl Burns ◽  
Ben Light
Keyword(s):  
Human Resources ◽  
Professional Identity ◽  
Knowledge Sharing ◽  
Knowledge Work ◽  
Social Shaping Of Technology ◽  
The Social ◽  
Social Shaping ◽  
Contact Centre ◽  
Forms Of Knowledge

We report the findings of a field study of the enactment of ICT supported knowledge work in a Human Resources contact centre, illustrating the negotiable boundary between what constitutes the developer and user. Drawing upon ideas from the social shaping of technology, we examine how discussions regarding producer-user relations require a degree of greater sophistication as we show how users develop technologies and work practices in-situ. In this case different forms of knowledge are practised to create and maintain a knowledge sharing system. We show how as staff simultaneously distance themselves from, and ally with, ICT supported encoded knowledge scripts, the system becomes materially important to the project of constructing the knowledge characteristic of professional identity. Our work implies that although much has been made of contextualising the user, as a user, further work is required to contextualise users as developers and moreover, developers as users.

Interview with Edgar Schein

2002 ◽  
Vol 7 (2) ◽  
pp. 187-188
Author(s):  
Ruth Alas
Keyword(s):  
Edgar Schein
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