Nursing on the line: Experiences from England and Quebec (Canada)
Bibliographic record
Abstract
Some industries, like telecommunications, finance and retail, have been operating call centres for several years and there has been growing academic interest in exploring the work experience of employees taking calls and answering telephone queries assisted by computers. Nurses who staff telephone centres in the healthcare industry are different from their counterparts in other fields. These are highly qualified workers with a strong occupational identity and distinct spheres of competence. However, occupation is not a constant as a mediator of technology and it is argued that the extent to which nurses were able to shape their call centre work differed cross-nationally owing to the simultaneous interplay of different societal constructions of nursing and the national-historical development of tele-health centres. This article uses cross-national qualitative case study research to examine the different effects of occupation, nation and timing of industry formation on the design and experience of call centre work in the healthcare industry.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.004 |
| Meta-epidemiology (narrow) | 0.001 | 0.000 |
| Meta-epidemiology (broad) | 0.001 | 0.000 |
| Bibliometrics | 0.001 | 0.004 |
| Science and technology studies | 0.028 | 0.006 |
| Scholarly communication | 0.007 | 0.002 |
| Open science | 0.002 | 0.005 |
| Research integrity | 0.002 | 0.003 |
| Insufficient payload (model declined to judge) | 0.007 | 0.001 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".