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Unformatted text preview: in a call centre I did so with the co-operation of the management, but there were
often restrictive conditions attached. Because of the critical media coverage I
have already mentioned, I found many managers concerned about negative
publicity, which led some to want to control what I saw, heard and ultimately
wrote in ways that could not be acceptable to an academic researcher. Others
refused certain requests (e.g. to record on-site, see also note 4) to protect the
privacy of their customers. More unexpectedly, documents such as training
manuals and assessment criteria were commonly de®ned as con®dential and
not to be reproduced, on the grounds that such texts constitute commercial
assets from which competitors might bene®t if they were in the public domain.
In addition it proved dicult to interview employees in their workplaces, both
because their work routines left little time for it and because of reticence
engendered by the culture of surveillance.
When I became aware of these problems I resorted to approaching employees
of centres where I...
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- Spring '08
- The Land