Exploring the current status of call centre offshoring research : a research agenda and future directions

Call centres have become an important and growing part of the service industry, enabling firms to provide better customer service, extend sales capabilities and manage customer relationships. However, the methods taken by firms around recruitment, training and management of overseas call centre agents have been far more complex, leading to high failure rates with Call Centre Offshoring (CCO) practices. To better understand the current CCO practices, this study reviews a current research status. Through a literature review, we identified a number of themes spanning across disciplines related to CCO. We found that the current literature lacked of understanding of socio-cultural elements such as trust, language, communication, national and organisational culture that positively influenced the stakeholder relationships. We argue that a common link can be established among CCO-related studies across disciplines when approaching the topic from a socio-cultural perspective. Our findings discuss the implications and provide a useful reference for future CCO-related studies.

The role of the computer in learning ndjébbana

While Computer Assisted Language Learning (CALL) is being superseded by an integrated approach to language learning and technology, it still has great potential to assist indigenous peoples in becoming print-literate in their own languages. This can also help to combat the disempowerment experienced by indigenous people as their world is penetrated by others with radically different backgrounds. This paper reports on research on an application of CALL implemented among the Kunibídji, a remote, indigenous Australian community. It focuses on the use of talking books in Ndjébbana, a language with only 200 speakers; the books were displayed on touch-screens at various locations in the community. Investigations into the roles of the computer to support language learning and cultural understanding are also reported. The computer was found to be a useful tool in promoting Kunibídji collaboration and cultural transformation.

A call for an expanded synthesis of developmental and evolutionary paradigms

Charney's target article continues a critique of genetic blueprint models of development that suggests reconsideration of concepts of adaptation, inheritance, and environment, which can be well illustrated in current research on infant attachment. The concepts of development and adaptation are so heavily based on the model of genetics and inheritance forged in the modern synthesis that they will require reconsideration to accommodate epigenetic inheritance.

Curtain call - end of the world party

BLINDSIDE’s project presented as part of our 'Curtain Call' curated event series, brings together artists who tease out notions of catastrophe, celebration and transformation against the backdrop of the last party on earth.
The 5,125 year Mayan Calendar comes to an end on the 21st of December and BLINDSIDE has invited artists to consider this cataclysmic event for its annual program Curtain Call.

Fresh from the LA Art Fair, Adelaide-based artist Patrick Rees along with Melbourne-based artists Kirsty Audrey Hulm, Boe-Lin Bastian, Drew Pettifer and Joel Zika & Simon Pericich consider the possibilities.

Using social network analysis to identify key child care center staff for obesity prevention interventions: a pilot study

Introduction. Interest has grown in how systems thinking could be used in obesity prevention. Relationships between key actors, represented by social networks, are an important focus for considering intervention in systems. Method. Two long day care centers were selected in which previous obesity prevention programs had been implemented. Measures showed ways in which physical activity and dietary policy are conversations and actions transacted through social networks (interrelationships) within centers, via an eight item closed-ended social network questionnaire. Questionnaire data were collected from (17/20; response rate 85%) long day care center staff. Social network density and centrality statistics were calculated, using UCINET social network software, to examine the role of networks in obesity prevention. Results. “Degree” (influence) and “betweeness” (gatekeeper) centrality measures of staff inter-relationships about physical activity, dietary, and policy information identified key players in each center. Network density was similar and high on some relationship networks in both centers but markedly different in others, suggesting that the network tool identified unique center social dynamics. These differences could potentially be the focus of future team capacity building. Conclusion. Social network analysis is a feasible and useful method to identify existing obesity prevention networks and key personnel in long day care centers.

Is there variation in the response to contact call playbacks across the hybrid zone of the parrot Platycercus elegans?

Learned vocal signals could be important in the formation of prezygotic isolation between two hybridising taxa. This study examined whether vocal variation in the parrot Platycercus elegans facilitates the separation of individuals from two subspecies, P. e. elegans (CR) and P. e. flaveolus (YR). CR and YR have very different plumage coloration, respectively deep crimson and pale yellow, but hybridise where they meet creating an intermediate population (WS). In a factorial design playback experiment, we conducted 108 playback trials on three focal populations (YR, WS, CR), in and around this area of hybridisation, to test if they respond differently to contact calls from their own or another population. We also analysed whether differences in acoustic variables of the stimulus calls predicted the response to the call. We did not find any indication that individuals from the three focal populations responded differently to calls sampled from their own or another subspecies. We did find an effect of two of the five acoustic variables that we used to describe and classify contact calls from the three source populations. Specifically, duration of the stimulus call positively affected the response from individuals from WS and negatively the response from CR, and CR responded more to stimulus calls with a lower peak frequency. Overall, we found no indication that acoustic variation in contact calls on a subspecies level is involved in maintaining plumage colour differences between P. e. elegans and P. e. flaveolus subspecies.

“I call it the blame and shame disease”: a qualitative study about perceptions of social stigma surrounding type 2 diabetes

Abstract
Objectives While health-related stigma has been the subject of considerable research in other conditions (obesity and HIV/AIDS), it has not received substantial attention in diabetes. The aim of the current study was to explore the social experiences of Australian adults living with type 2 diabetes mellitus (T2DM), with a particular focus on the perception and experience of diabetes-related stigma.

Design A qualitative study using semistructured interviews, which were audio recorded, transcribed and subject to thematic analysis.

Setting This study was conducted in non-clinical settings in metropolitan and regional areas in the Australian state of Victoria. Participants were recruited primarily through the state consumer organisation representing people with diabetes.

Participants All adults aged ≥18 years with T2DM living in Victoria were eligible to take part. Twenty-five adults with T2DM participated (12 women; median age 61 years; median diabetes duration 5 years).

Results A total of 21 (84%) participants indicated that they believed T2DM was stigmatised, or reported evidence of stigmatisation. Specific themes about the experience of stigma were feeling blamed by others for causing their own condition, being subject to negative stereotyping, being discriminated against or having restricted opportunities in life. Other themes focused on sources of stigma, which included the media, healthcare professionals, friends, family and colleagues. Themes relating to the consequences of this stigma were also evident, including participants’ unwillingness to disclose their condition to others and psychological distress. Participants believed that people with type 1 diabetes do not experience similar stigmatisation.

Conclusions Our study found evidence of people with T2DM experiencing and perceiving diabetes-related social stigma. Further research is needed to explore ways to measure and minimise diabetes-related stigma at the individual and societal levels, and also to explore perceptions and experiences of stigma in people with type 1 diabetes

Just call me dad: health and social benefits to fathers and their children

In the past 20 years, social change and expectations for both maternal and paternal responsibilities have highlighted the need for services for families to better understand the role of a father in family relationships. In Australia, as well as internationally, there have been many contested understandings about what constitutes ‘good fathering’ in research, social media and in the political sphere. More specifically, there has also been an emerging trend to understand the challenging task of recruiting and maintaining men's involvement in child and family services programmes, particularly those fathers who are deemed a risk to children and mothers, violent or have been separated from their children. That many child and family/welfare services have exercised dedicated effort to work with fathers is still a relatively recent phenomenon, and has only emerged following criticism that services have been too geared towards working only with mothers. Despite this increasing interest, there is still ongoing need for more research to be undertaken in Australia. An important area of focus is the views of professionals about their perception and engagement of fathers, particularly the views of fathers who are described as being absent from family-based services. The purpose of this article is to report briefly on a study undertaken to examine how child and family welfare workers engage fathers in their work. First, this paper will describe some of the social and health benefits to fathers and their children, focusing on the key role of attachment through play. Research into effective service delivery involving fathers will then be presented, concluding with key practice factors necessary for fathers to be involved in family life.