Développement de l’activité et travail d’articulation : le cas d’un centre d’appels médico-social

Ianeva, Maria; Vacherand‐Revel, Jacqueline

doi:10.4000/pistes.4426

Cited by 4 publications

(4 citation statements)

References 32 publications

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“…Call agents and data entry operators are also deeply involved in "articulating" their respective activities. Decisions such as "detaching" a call operator or reallocating tasks are made on a regular basis (not just in response to critical situations like the one mentioned above) and rely on a set of negotiated and partly institutionalized collective strategies (Ianeva and Vacherand-Revel, 2015). These later strategies, as well as the articulation work they build upon in practice, exhibit the priorities and criteria of both the organization and the mutually dependant work collectives, on what is considered as "well done work" (Clot, 1999).…”

Section: Resultsmentioning

confidence: 99%

“…The development of the activity system of Health Info is characterized by two axes of contradictions we have documented in earlier work (Ianeva and Vacherand-Revel, 2015). First the existing tension between the subordination of Health Info as a subsidiary service of the three founding organizations and the call centre development as an autonomous organization.…”

Section: Methodsmentioning

confidence: 96%

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Accounting for activity development through perspectives in an inbound call centre

Ianeva

Vacherand‐Revel

Licoppe

2017

JWL

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Purpose This paper aims to address the methodological and conceptual challenges arising from the use of activity theory as a theoretical framework in empirical studies of work. Design/methodology/approach To grasp the relationship between situated action and activity development, the authors build upon the concept of perspective and suggest that perspectives are grounded on salient configurations, which are both emergent in situ and collectively elaborated cultural resources. Empirical evidence for these theoretical considerations is provided through a two-year ethnographic study of the organizational change and collective activity at an inbound call centre for a number of mutual health insurance companies. This research used several data collection techniques such as ethnographic observation, video recordings and interviews. Findings The presented results highlight that seemingly unskilled routine practices such as opening and sorting the mail rely upon a complex set of informational resources that only have “value” and meaning in a broader relational context, that of the activity. Originality/value The originality of this paper is the use of salient configurations as a basis for the operationalization of the notion of perspective and open new avenues of thought (and action) on situated work practices as embedded within activities.

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Section: Resultsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 96%

Accounting for activity development through perspectives in an inbound call centre

Ianeva

Vacherand‐Revel

Licoppe

2017

JWL

Self Cite

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“…Para atender a essa ambição, somente uma abordagem sistémica nos parece pertinente. Nessa perspetiva, propomos uma articulação teórica entre as dimensões situadas e incorporadas da atividade e seu desenvolvimento histórico-cultural, que já foi testada em outros contextos de pesquisa (Vacherand-Revel, 1995Ianeva, 2013;Ianeva & Vacherand-Revel, 2015;Ianeva, Vacherand--Revel & Licoppe, 2017). Esta articulação refere-se às Teorias da Ação, por um lado, e às Teorias da Atividade, por outro lado.…”

Section: Apreender a Atividade De "Levantamento De Inconformidades": Enquadramento Teóricounclassified

Untitled

2016

Laboreal

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Eis aqui o nosso primeiro número como coordenadores, depois de tantos anos de trabalho de Cecilia La Garza e Mario Poy na direção da revista hispânica. Quão difícil dar continuidade a um trabalho de tanta qualidade. Para este número da revista Laboreal propusemos estruturar o dossiê temático em torno do tema da digitalização e da evolução do trabalho real, tema central de pesquisa em psicologia do trabalho e ergonomia, onde publicações sobre estes assuntos têm-se multiplicado nos últimos anos, sem necessariamente aprofundar a análise do trabalho real, como procuramos fazer aqui. Na introdução apresentamos este dossiê que conseguimos construir graças ao trabalho meticuloso de quatro equipas de autores de Portugal, Brasil, França e Suíça. Muito obrigado então para Deli Salini,

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“…Esse último refere-se às preocupações compartilhadas pelo coletivo, por um lado, e a uma trajetória orientada na direção do produto da atividade, por outro lado. Apresenta-se principalmente como um horizonte de possibilidades compartilhado pelos profissionais que se atua-liza ou se desdobra ao longo do trabalho (Ianeva & Vacherand--Revel, 2015). Como indica a estrutura de um sistema de atividade (cf.…”

Section: A Atividade De "Levantamento De Inconformidades"unclassified

Untitled

2015

Laboreal

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Développement de l’activité et travail d’articulation : le cas d’un centre d’appels médico-social

Cited by 4 publications

References 32 publications

Accounting for activity development through perspectives in an inbound call centre

Accounting for activity development through perspectives in an inbound call centre

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