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Putting personalisation into practice: work-focused interviews in Jobcentre Plus

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journal contribution
posted on 02.10.2013, 08:25 by Merran Toerien, Roy Sainsbury, Paul Drew, Annie Irvine
The principle of personalisation is widespread across the UK's public sector, but precisely what this means is unclear. A number of theoretical typologies have been proposed but there has been little empirical study of how personalisation is translated into practice on the frontline. We address this gap through analysis of a unique dataset: over 200 audio and video recordings of work-focused interviews in Jobcentre Plus offices. Through detailed analysis of these recordings, we show that personalisation reflects two key dimensions: the substantive (what advisers do) and the procedural (how they do it). We illustrate these dimensions, showing how each represents a continuum, and propose a typology of personalisation in practice, reflecting how the dimensions interact. We conclude with some thoughts on the relevance of our findings for advisory practice in the future under the Coalition government's new Work Programme.

Funding

Department for Work and Pensions

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Citation

TOERIEN, M. ... et al., 2013. Putting personalisation into practice: work-focused interviews in Jobcentre Plus. Journal of Social Policy, 42 pp. 309 - 327.

Publisher

© Cambridge University Press

Version

VoR (Version of Record)

Publication date

2013

Notes

This article was published in the Journal of Social Policy [© Cambridge University Press] . The journal's website is at: http://journals.cambridge.org/action/displayJournal?jid=JSP

ISSN

0047-2794

Language

en

Exports