In almost all Western countries, concerted efforts are undertaken to stimulate the use of information and communication technology (ICT) in healthcare. Yet the number of success stories are few and the frustrations many. Health Information Management is a new textbook that introduces readers to the challenges, the lessons learned and the new insights of health information management at the start of the 21st century.

With a strong international orientation and a critical eye on many traditional information management views, the book illustrates key developments by drawing on many examples from different countries. This comparative approach provides readers with a comprehensive and well-balanced perspective to this core management topic in the healthcare field. It highlights how seemingly 'technical' management decisions affect both clinicians and patients, and how the unpredictable nature of technology development in complex organizations may be handled.

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. "The Call Center Handbook" is a complete guide to starting, running, and im Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

Bringing together studies of everyday local practices in workplaces within information society, this book has a special focus on social space and the agency of actors. It includes both theoretical reviews and detailed qualitative research. It also highlights the political challenges of the information society, challenges which are likely to become subjects of international concern.

eBook available with sample pages: 0203402650

Contents:
Preface - Who this book is for. Part One. Why is Bullying an important issue? A Background to Bullying at Work, Bullying at Work, The Victims of Bullying, Employers, Harassment, Bullying and the Law, Dignity at Work Policies. Harrassment Investigation. Mediation. Conclusions for Part 1. Part Two. Introduction. The Tole of Counsellors/Psychologists in Organisations. Useful Theories. Counselling in Organisations. Working with the Various Parties. The Process of Investigation. Mediation. Other Roles for Counsellors/Psychologists. Taking Care of the Self.

Graham explores the attitudes of Japanese employees towards their work, their company and on related issues. Based on extensive original research inside a Japanese insurance company (C-Life), which subsequently went bankrupt, the book shows that attitudes towards lifetime employment, company loyalty and the other characteristics of Japanese working life, which are often portrayed in stereotype form in the West, are in fact more complicated than is at first apparent.

eBook available with sample pages: 0203433637

This book on social constructionist thinking addresses the manager's job for creating reflective space for people to observe themselves and others. It explores broad societal and organizational discourses that offer positions from day-to-day realities that govern behaviour are constructed.

Satire plays a prominent and often controversial role in postcolonial fictions. Satire and the Postcolonial Novel offers the first study of this topic, employing the insights of postcolonial comparative theories to revisit Western formulations of 'satire' and the 'satiric'.
Through the varying lenses provided by satire's relation to irony, allegory, narrative and the grotesque, this book offers new readings of important novels by V.S. Naipaul (Trinidad), Chinua Achebe (Nigeria) and Salman Rushdie (India). It presents a detailed study of the complex and multidirectional ways satire has engaged with the history and messy aftermath of empire.

Dyslexia is a condition that is widely misunderstood in the world of work.

Adult Dyslexia: A Guide for the Workplace shows why small and large employers should be aware of European laws on anti-discrimination and dyslexia. It provides practical advice on how to identify dyslexics in the workplace, how to create the right environment for them to thrive and how organizations can make the transition from a framework that perceives dyslexia as a problem to one that perceives it as a solution.

Throughout the book, real-life case studies illustrate the points being made and a number of invaluable practical resources are available including an appendix of useful organizations, an adult dyslexia screening check list and a seven-step procedure for counselling adult dyslexics.

Gary Fitzgibbon and Brian O'Connor have varied and extensive experience of both advising organizations on adult dyslexia issues and providing assessment, counselling and training services to adult dyslexics. Their book is an essential resource for disability specialists, occupational psychologists, counsellors, HR managers, teachers/lecturers of adults and importantly, dyslexics and their families.

Gain insight into history organizations of all shapes and sizes in this book, which addresses the opportunities and challenges of public historians' work through the prism of the past, present, and future of our communities and institutions, as well as the public history field itself. Featuring essays from some of the leading thinkers in the profession, this book not only looks at major themes as they relate to historians' work but also inspires creativity in how they approach their work in an institutional and personal sense. The themes themselves are important, but even more important are the articles (presented here as chapters) that amplify the overarching themes. Chapters discuss in-depth and through real-world examples, the work of history organizations. They specifically focus on the challenges and opportunities that are important to any nonprofit (or small business)-entrepreneurship, change, transformation, possibility/opportunity, partnerships-but also those unique to history organizations, leverage the asset of history to: explore place, commemorate the past (and therefore better understand the present), demonstrate how it is people who make history, and discern how to use the past to chart the future. Together, An American Association for State and Local History Guide to Making Public History provides a roadmap of the national discussions the field of history museums and organizations is having regarding its present and the future.

This book makes a major contribution to the debate within the UK and abroad on the reality of workplace unionism in an era of change. Drawing on examples of union renewal, the authors present an historical overview, and compare the UK experience with contrasting international examples. It presents both qualitative and quantitative research to provide new and comprehensive evidence on trade union strategies.

eBook available with sample pages: 0203167392

This is the first handbook to provide an overview of the major research perspectives in cross-cultural management and to look at how they can be applied to real-world situations. The volume is distinctive in bringing together perspectives previously considered independently, placing the work of management experts alongside contributions from leading cross-cultural psychologists, sociologists and economists. The editors have consciously selected cutting-edge contributors from a variety of countries.

The structure of the handbook reflects a systems feedback model of management. Beginning with the influence of national cultures on managerial and employee behavior, the volume goes on to cover strategy, structure, human resources, motivation, rewards and leadership behavior, interpersonal processes, and corporate culture and values. This allows the reader to see the issues within a dynamic and systematic context. The relationships between the chapters are elucidated by commentary from the editors.

This authoritative volume will be welcomed by managers, researchers and students seeking insight into cross-cultural issues and problems in and across organisations.

Exclusion is the process by which some people are out-grouped, or the state experienced by those alienated and/or marginalised. Lived Experiences of Exclusion in the Workplace shares the emotional expressions of those who have faced alienation and marginalisation - from subtle to traumatic. Their stories reveal an abundance of factors which lead to exclusion and offer insights for the reader into instances of systemic-, organisational- and personal exclusion, as well as providing guidance on how to trigger belonging and inclusion through various, often simple measures. The presence of greater diversity in our organisations, as well as growing demands for equity, inclusion and social justice, compel us to address stumbling blocks. These findings collectively place remedial responsibilities in the hands of institutions, organisations, leaders, managers and employees who form the powerful/privileged in-group, as well as those who are excluded.

The Poetic Logic of Administration is an investigation of the most important organizational forms of our time, theoretically as well as practically. Central to the presentation are four main trends: the rational bureaucracy, the human network, the harmonious system and the strong culture.
The book provides a new and challenging picture of these organizational forms. Difficult to capture in common logical terms, they appear to follow a certain pattern: a 'poetic logic'. They are, for example, enacted as various literary dramas: comedy, tragedy etc. They are also marked by different conceptions of the world - such as the metaphorical and the ironic - and by different explanatory ideals.
Kaj Skoldberg's book contains a rhetorical analysis of the styles of modern administration and the changes they have undergone. This is a groundbreaking work, offering new interpretations and critical re-evaluations of the individual approaches to organization, including their 'gurus' and current importance, within the framework of a highly-original, overarching analysis. No previous book has tried to capture the major forms of organizing, and their dynamics, in terms of their rhetorical master tropes, main narrative genres, and explanatory ideals, and also uses this as an interpretive scheme for understanding individual organizational theories and practices within those main approaches. Examples are given from both the private and the public sectors and various forms of efficiency and effectiveness are also discussed.

eBook available with sample pages: 0203166620

Workplace violence has emerged as a growing concern in today's interdependent political economy, and increasing attention is being paid to the phenomenon both by business and in the academic world to identifying its causes and to devise strategies to prevent it. In this book a distinguished international team, composed of both academics and practitioners, identify and address the key issues. It reviews the earlier literature on workplace violence, identifying and assessing key trends and patterns of violence at work, and reapplying traditional theories of victimisation and approaches to prevention, security and safety. Particular attention is paid to case studies which reflect innovative practice in prevention strategies, and in assessing informal frameworks which have been developed in response to this. Overall this book provides a foundation on which to base ways of better explaining, predicting, understanding and preventing workplace violence.

Based on findings of the recently published Joseph Rowntree report, this book provides an up-to-the-minute review of current research on flexibility, job insecurity and work intensification. It examines the impact of these developments on individuals, their families, the workplace and the long-term health of the British economy. Key questions addressed include:
* How are jobs more insecure?
* Does just-in-time labour mean more flexible contracts or more flexible workers?
* Does job insecurity entail a 'new flexible morality'?
* How does workplace stress affect individual health and family relationships?