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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/13228

Title: Putting personalisation into practice: work-focused interviews in Jobcentre Plus
Authors: Toerien, Merran
Sainsbury, Roy
Drew, Paul
Irvine, Annie
Keywords: Personalisation
Jobcentre Plus
Conversation analysis
Adviser-claimant interaction
Issue Date: 2013
Publisher: © Cambridge University Press
Citation: TOERIEN, M. ... et al., 2013. Putting personalisation into practice: work-focused interviews in Jobcentre Plus. Journal of Social Policy, 42 pp. 309 - 327.
Abstract: 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.
Description: 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
Sponsor: Department for Work and Pensions
Version: Published
DOI: 10.1017/S0047279412000980
URI: https://dspace.lboro.ac.uk/2134/13228
Publisher Link: http://dx.doi.org/10.1017/S0047279412000980
ISSN: 0047-2794
Appears in Collections:Published Articles (Communication, Media, Social and Policy Studies)

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