Le travail de l’écrit en coulisses de la relation de service
Services have been the subject of numerous studies by researchers who have highlighted the complex interactional work on which those services depend. This paper explores what goes on behind the scenes in order to shed light on the specific work that takes place within what the author terms “scriptur...
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| Format: | Article |
| Language: | English |
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Association Recherche et Pratique sur les Activités
2011-10-01
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| Series: | Activités |
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| Online Access: | https://journals.openedition.org/activites/2575 |
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| _version_ | 1850263790311964672 |
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| author | Jérôme Denis |
| author_facet | Jérôme Denis |
| author_sort | Jérôme Denis |
| collection | DOAJ |
| description | Services have been the subject of numerous studies by researchers who have highlighted the complex interactional work on which those services depend. This paper explores what goes on behind the scenes in order to shed light on the specific work that takes place within what the author terms “scriptural infrastructures” in the back office. It draws on an ethnographic study of the customer files processing department of a bank. Following a recent reorganisation, the employees’ work was cut off from the interactions that allowed the checking and completion of records with customers and was totally focused on the handling of various written documents. Observation shows that in these circumstances – and contrary to what management believes – reading and verifying records are anything but mechanical tasks. Both require the commitment of employees to conduct an inquiry through which they reduce, more or less easily, their doubts about the files, and they participate in the complex process of producing information that is gradually stabilized. |
| format | Article |
| id | doaj-art-7bc042558f50469da1b0d024ed379651 |
| institution | OA Journals |
| issn | 1765-2723 |
| language | English |
| publishDate | 2011-10-01 |
| publisher | Association Recherche et Pratique sur les Activités |
| record_format | Article |
| series | Activités |
| spelling | doaj-art-7bc042558f50469da1b0d024ed3796512025-08-20T01:54:53ZengAssociation Recherche et Pratique sur les ActivitésActivités1765-27232011-10-018210.4000/activites.2575Le travail de l’écrit en coulisses de la relation de serviceJérôme DenisServices have been the subject of numerous studies by researchers who have highlighted the complex interactional work on which those services depend. This paper explores what goes on behind the scenes in order to shed light on the specific work that takes place within what the author terms “scriptural infrastructures” in the back office. It draws on an ethnographic study of the customer files processing department of a bank. Following a recent reorganisation, the employees’ work was cut off from the interactions that allowed the checking and completion of records with customers and was totally focused on the handling of various written documents. Observation shows that in these circumstances – and contrary to what management believes – reading and verifying records are anything but mechanical tasks. Both require the commitment of employees to conduct an inquiry through which they reduce, more or less easily, their doubts about the files, and they participate in the complex process of producing information that is gradually stabilized.https://journals.openedition.org/activites/2575servicesback officewriting and reading practicesinformationinfrastructure |
| spellingShingle | Jérôme Denis Le travail de l’écrit en coulisses de la relation de service Activités services back office writing and reading practices information infrastructure |
| title | Le travail de l’écrit en coulisses de la relation de service |
| title_full | Le travail de l’écrit en coulisses de la relation de service |
| title_fullStr | Le travail de l’écrit en coulisses de la relation de service |
| title_full_unstemmed | Le travail de l’écrit en coulisses de la relation de service |
| title_short | Le travail de l’écrit en coulisses de la relation de service |
| title_sort | le travail de l ecrit en coulisses de la relation de service |
| topic | services back office writing and reading practices information infrastructure |
| url | https://journals.openedition.org/activites/2575 |
| work_keys_str_mv | AT jeromedenis letravaildelecritencoulissesdelarelationdeservice |