This study illuminates the work of moral mediators, which I define as organizational actors who work to strategically monitor, maintain, and manage the moral identity of others. My layered, organizational, narrative analysis of the mentoring organization Big Brothers Big Sisters draws on two types of data: client stories featured on the national website and ten in‐depth interviews with case managers at a local agency. My analysis demonstrates how case managers employ an emotional labor technique of drama dilution, or work done to add ambiguity to public storytelling in ways that leave more space for variations of deservingness, success, and morality. This article emphasizes the paradoxical nature of public organizational narratives and highlights the need for continued exploration of day‐to‐day work in conjunction with organizational structure and cultural values and beliefs.

中文翻译：

---

将实际行为与文化意义联系起来：探索人类服务组织中道德调解员的工作

这项研究阐明了道德调解员的工作，我将其定义为组织参与者，他们从战略上监督，维护和管理他人的道德认同。我对指导组织“老大哥大”的分层，组织，叙述性分析利用了两种类型的数据：国家网站上的客户故事以及对当地机构案例经理的十次深度访谈。我的分析表明，案例管理者如何运用戏剧性的情感劳动技术，或为使公共叙事增加歧义而进行的工作，从而为应得，成功和道德的变化留出更多空间。本文强调了公共组织叙事的自相矛盾性质，并强调了需要结合组织结构，文化价值观和信仰继续探索日常工作。