Productivity and the knowledge worker

The industrial age of Taylor and Ford transformed the landscape of office buildings. Office spaces were very uniform and highly supervised. People were units of production. Their work activities were routine. Work study, or "time and motion" studies measured outputs.

The current "information age" way of working, combined with major demographic shifts in the workforce (Gen-Xers, career-shifting Baby Boomers and a greater number of women and minority ethnic groups in the workforce), requires major changes in how to support service industry productivity. The motivations of knowledge workers are very different from those of the industrial age worker. Commitment to the organisation has gone as a result of business re-engineering processes that increased productivity but at the expense of job security. Workers are more likely to be "goal-focussed" rather than "prevention focussed" (Meyer et al 2004 2 ) meaning that instead of doing only what is necessary to retain their job, workers actively seek more meaningful work that matches their personal value systems. They even want to have fun at work!

What contribution can the workplace make to support this work and increase productivity? Surveys have indicated that workers spend more than 75% of their time in their own office space with more than half of that time spent in concentrated work. Concentrated work requires quiet with few distractions, yet workers report that distractions are probably the biggest problem hampering their productivity. What are the current workplace solutions to office space usage? Probably the worst option for distractions is frequently used – open-plan offices, which are a more cost-effective use of space, but at the potential expense of productivity. Visioning architects such as Duffy (1999)3 advocate quiet spaces ("dens") where workers can decamp to carry out their concentrated work. But is this workspace as efficient for the worker – who may have to transport materials back and forth?

Workers know what they need to support their productivity best. On the rare occasions when the staff have been given the opportunity to configure their work-settings, high productivity increases result. Besides noise, environmental quality is perceived as a key factor influencing productivity. Stuffy workplaces generate lethargy. Greater worker satisfaction with their workplace is reported when they have more individual control over the environment.

We need to seriously question the "one-size-fits-all" office building with cellular layouts. Workers need to be involved in the design and fit-out. They need personal control over their environment and an organisation that can support their individual aspirations and values. A number of interventions that could generate significant improvements in knowledge work productivity are proposed.

Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization

This paper conceptualizes the positive relationship between customer loyalty to the service worker (personal loyalty) and customer citizenship behaviors to the service organization including: positive word of mouth; suggestions for improvements; customer participation in activities; benevolent acts of service facilitation; customer policing; customer flexibility; customer voice and displays of relationship affiliation.

Exploring the role of relationship variables in predicting customer voice to a service worker

Customers’ perceptions of service workers’ trustworthiness and power, and their commitment to the service worker were investigated as possible determinants of the likelihood of customer voice directly to the service worker in the event of a service failure. Set in the context of hairdressing salons, it was found that hair stylists’ perceived trust (benevolence and credibility) and expert power were positively associated with clients’ intention to voice. By contrast, the level of coercive power hair stylists were perceived to have was negatively associated with intentions to voice. Hair stylists’ perceived benevolence was the strongest predictor of client voice.

Losing innocence : finding the line between emotional bonds and boundaries in protective service work

This paper builds on existing literature on the notion of emotional labour by investigating work in a child protective service environment. Notable characteristics of formal organisations, such as child protective services, are that they operate within a legal framework and that workers' professional duties have great influence on clients. This paper examines the intricacies of the worker-client relationship and the emotional dynamics of the service interactions by interviewing a group of workers in a public hospital in Victoria, Australia. This research extricates the complexities in the client-worker relationship by examining a range of work characteristics including their roles as professional caregivers, the emotional bonds and boundaries in the workers-client relationship, the intensity and magnitude of felt and displayed emotions, as well as the self-management of emotions and clients' emotions. This study adds to existing knowledge on the emotional expressions, experiences and regulation of emotions of the professional work lives in a child protective service work environment.
This paper is divided into the following sections. The first section details protective service work within the larger framework of human service work, and how the worker-client interface is different from other front-line service work. This is followed the need to examine the emotional dynamics of work in a child protective service organisation. Next, a study of these emotional dynamics in a child protective service organisation is reported. The paper concludes with a consideration of the wider implications for the sociology of protective service work, and how affective issues differ other service work roles.

C'mon guys! A program to facilitate father involvement in the primary school environment

This article is written to provide a case study example of a program developed to encourage fathers' engagement with their children in the primary school environment. C'mon Guys! was delivered in a Primary School in Victoria, Australia (unnamed to protect the privacy of the participants). The article begins by first describing the community in which C'mon Guys! was offered and goes on to outline the literature related to aspects pertinent to the program such as father involvement in the lives of children at school, and the role of the social worker in facilitating this type of groupwork in the school setting. Next, the aims of the program are discussed with particular reference to its design, social learning theory, systems theory and groupwork principles and processes. The outcomes of C'mon Guys! are then discussed noting the limitations of the program as well as identifying the extrinsic and intrinsic benefits for the children, their fathers and the community.

Measuring worker productivity : frameworks and measures

Worker productivity is a combination of time off work (absenteeism) due to an illness and time at work but with reduced levels of productivity while at work (also known as presenteeism). Both can be gathered with a focus on application as a cost indicator and/or as an outcome state for intervention studies. We review the OMERACT worker productivity groups’ progress in evaluating measures of worker productivity for use in arthritis using the OMERACT filter. Attendees at OMERACT 9 strongly endorsed the importance of work as an outcome in arthritis. Consensus was reached (94% endorsement) for fielding a broader array of indicators of absenteeism. Twenty-one measures of at-work productivity loss, ranging from single item indicators to multidimensional scales, were reviewed for measurement properties. No set of at-work productivity measures was endorsed because of variability in the concepts captured, and the need for a better framework for the measurement of worker productivity that also incorporates contextual issues such as job demands and other paid and unpaid life responsibilities. Progress has been made in this area, revealing an ambivalent set of results that directed us back to the need to further define and then contextualize the measurement of worker productivity.

The prevalence of work-related deaths associated with alcohol and drugs in Victoria, Australia, 2001 - 6

To describe the presence of alcohol, cannabis and amphetamines in work-related injury deaths in Victoria, 2001–6, an observational study of work-related deaths reported to the State Coroner's Office, Victoria, Australia was conducted. Case and postmortem forensic toxicology data were obtained from the National Coroner's Information System for work-related injury deaths with positive toxicology screens. Over 6 years there were 43 worker deaths in a total of 355 unintentional work-related injury deaths. The coroner mentioned the presence of alcohol/drugs in 22 of the 43 worker deaths with positive toxicology screens. Toxicology screens were positive for alcohol and/or drugs in 79 work-related deaths overall. Overall, alcohol was present in 26 (7%) work-related deaths and cannabis or amphetamines in 20 (6%). Incidents were mainly transport related. Alcohol and/or drugs were present in a significant portion of work-related deaths. Research is needed to determine the relative contribution of alcohol and drugs compared with other contributing factors to work-related deaths.

Keeping gender on the agenda : theorising the systematic barriers to women lawyers in corporate legal practice

Despite the implementation of policies and procedures to redress the gender imbalance at the higher echelons in Australian corporate law firms, only a paucity of women successfully tread the path to equity partnership. In this article, it is argued that it is the systemic, rather than the overt, barriers that present the major obstacle to sexual equality within the corporate legal workplace. Neo-Marxian thought, in particular the work of Charles Derber on the proletarianisation of professional workers, as well as contemporary feminist thought, is utilised to explore why profoundly gendered assumptions in relation to the 'ideal worker' norm remain deeply embedded in the mindsets and attitudes of those organising the legal workplace. It is suggested that fear of change to work practices within firms has not only an ideological but also a material base. It is economically determined. Highly trained women lawyers with family work responsibilities who take up flexible work arrangements in firms are fulfilling a proletarian role and their under-utilised labour is being extracted to increase profit share at the apex and facilitate the progress of their unencumbered colleagues along the path to partnership.

Are material safety data sheets (MSDS) useful in the diagnosis and management of occupational contact dermatitis?

This study assesses both the success of medical practitioners in accessing hazardous substances' information from product manufacturers and the accuracy and clinical usefulness of Material Safety Data Sheets (MSDS) presented by workers with suspected occupational contact dermatitis (OCD). 00 consecutively presented MSDS were collected from 42 workers attending an occupational dermatology clinic. Product manufacturers were contacted to verify ingredients. MSDS were evaluated for compliance with the Australian criteria for listing of OCD relevant information (sensitizers present at a concentration > or =1%, irritants present at a concentration > or =20%), and for clinical usefulness. All sensitizers were checked for clinical relevance to the worker's dermatitis. Manufacturers supplied product constituents for 77/100 MSDS. 58 MSDS satisfied the Australian standard. 57/58 MSDS were deemed clinically useful. Irritants were listed for 19/23 MSDS and sensitizers were listed for 30/68 MSDS (P = 0.001). 3 MSDS contained sensitizers, which were clinically relevant to the presenting worker's dermatitis, 1 appropriately listed, 1 present at > or =1% but not listed, and 1 present at <1% in the product and therefore, not required to be listed. Sensitizers are frequently omitted from MSDS and clinicians are often unsuccessful in obtaining crucial information from manufacturers. MSDS are inadequate for the protection and diagnosis of workers with suspected OCD.

Shake rattle and roll: a journey with Parkinson's

This is the journey of a man suffering from Parkinson's disease. Ross Collins tells of his past twelve years' experiences of living with Parkinson's. Before, he had a steady job with Victoria Police, with promising future prospects; and was happily married with two young children. The disease struck him at an early age, changing his life and setting him on a different course. His outlook on life has changed, and his decision-making influenced; as well, his relationships with his family affected. He feels normal only when he is shaking, rattling and rolling along on his Harley. His wish for a cure leads him to pin his hopes on faith healing by the 'miracle man', in Brazil. The first two visits did not seem to have done anything to improve his physical condition. Ross is returning to Brazil for the third time, hoping against hope that his condition could be improved by a miracle healing. This documentary gives an intimate look into the life of a Parkinson's disease sufferer and that of his family. Includes al.

Why Australian men pay for it

Shows Australian men justifying why they pay for sex and prostitutes with no consideration of the exploitation of the sex worker.