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Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England

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journal contribution
posted on 04.08.2017, 13:20 by Karen Lumsden, Alex Black
This article discusses the changing role of policing in an era of austerity from the perspective of frontline civilian police staff (call handlers and dispatchers) in a force control room (FCR). It draws on a symbolic interactionist framework and the concept of emotional labour (Hochschild 1979; 1983[2012]) in order to explore the emotional responses and strategies engaged in by staff when responding to 101 non-emergency calls and 999 emergency calls. The clash of public and police expectations, and the emotional labour expended when managing this clash, provide a valuable insight into the frontline staff perspective on the changing role of the police under austerity. Data is drawn from ethnographic fieldwork in the control room of a police force in England.

Funding

The study was funded via a College of Policing / HEFCE Policing Knowledge Fund (Grant No. J04).

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Published in

British Journal of Criminology

Citation

LUMSDEN, K. and BLACK, A., 2018. Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England. British Journal of Criminology, 58 (3), pp.606–623.

Publisher

Oxford University Press © Centre for Crime and Justice Studies

Version

AM (Accepted Manuscript)

Publisher statement

This is a pre-copyedited, author-produced version of an article accepted for publication in British Journal of Criminology following peer review. The version of record LUMSDEN, K. and BLACK, A., 2018. Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England. British Journal of Criminology, 58 (3), pp.606–623 is available online at: https://academic.oup.com/bjc/article/58/3/606/4080314 and https://doi.org/10.1093/bjc/azx045.

Acceptance date

20/07/2017

Publication date

2017-08-10

ISSN

0007-0955

Language

en