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When the System Does Not Fit: Coping Strategies of Employment Consultants
Computer Supported Cooperative Work ( IF 2.4 ) Pub Date : 2020-06-09 , DOI: 10.1007/s10606-020-09377-x
Mateusz Dolata , Birgit Schenk , Jara Fuhrer , Alina Marti , Gerhard Schwabe

Case and knowledge management systems are spread at the frontline across public agencies. However, such systems are dedicated for the collaboration within the agency rather than for the face-to-face interaction with the clients. If used as a collaborative resource at the frontline, case and knowledge management systems might disturb the service provision by displaying unfiltered internal information, disclosing private data of other clients, or revealing the limits of frontline employees’ competence (if they cannot explain something) or their authority (if they cannot override something). Observation in the German Public Employment Agency shows that employment consultants make use of various coping strategies during face-to-face consultations to extend existing boundaries set by the case and knowledge management systems and by the rules considering their usage. The analysis of these coping strategies unveils the forces that shape the conduct of employment consultants during their contacts with clients: the consultants’ own understanding of work, the actual and the perceived needs of the clients, and the political mission as well as the internal rules of the employment agency. The findings form a twofold contribution: First, they contribute to the discourse on work in employment agencies by illustrating how the complexities of social welfare apparatus demonstrate themselves in singular behavioural patterns. Second, they contribute to the discourse on screen-level bureaucracy by depicting the consultants as active and conscious mediators rather than passive interfaces between the system and the client.



中文翻译:

当系统不适合时:就业顾问的应对策略

案例和知识管理系统分布在公共机构的前线。但是,此类系统专用于代理商内部的协作,而不是与客户的面对面互动。如果在前线用作协作资源,则案例和知识管理系统可能会通过显示未过滤的内部信息,披露其他客户的私人数据或揭示前线员工能力的局限性(如果他们无法解释某些内容)而干扰服务提供;或者他们的权威(如果他​​们不能超越某些东西)。在德国公共职业介绍所的观察表明,就业顾问在面对面磋商期间利用了各种应对策略,以扩大案件和知识管理系统以及考虑使用这些规则的规则所设定的现有界限。对这些应对策略的分析揭示了塑造就业顾问与客户接触过程中的行为的力量:顾问自身对工作的理解,客户的实际和感知需求以及政治使命以及内部规则职业介绍所。研究结果形成了双重贡献:首先,它们通过说明社会福利机构的复杂性如何以独特的行为方式展示自己,从而为职业介绍所的工作做出了贡献。第二,

更新日期:2020-06-09
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