Accounting for activity development through perspectives in an inbound call centre

Abstract

Purpose This paper aims to address the methodological and conceptual challenges arising from the use of activity theory as a theoretical framework in empirical studies of work. Design/methodology/approach To grasp the relationship between situated action and activity development, the authors build upon the concept of perspective and suggest that perspectives are grounded on salient configurations, which are both emergent in situ and collectively elaborated cultural resources. Empirical evidence for these theoretical considerations is provided through a two-year ethnographic study of the organizational change and collective activity at an inbound call centre for a number of mutual health insurance companies. This research used several data collection techniques such as ethnographic observation, video recordings and interviews. Findings The presented results highlight that seemingly unskilled routine practices such as opening and sorting the mail rely upon a complex set of informational resources that only have “value” and meaning in a broader relational context, that of the activity. Originality/value The originality of this paper is the use of salient configurations as a basis for the operationalization of the notion of perspective and open new avenues of thought (and action) on situated work practices as embedded within activities.