Two-dimensional work: workplace literacy in the aged care and call centre industries

The modern workplace is constantly changing, technology-driven and demanding a highly literate, responsive workforce. This research investigated literacy within organisations from two industries: aged care and call centres. The study was qualitative in nature and involved a two-stage process. The first stage consisted of a communications audit which investigated industry standards and the way they were monitored and supported in the workplace. The second stage consisted of interviews with casual employees or learners, particularly those who claimed to have literacy difficulties. In all, 41 interviews were conducted. There are two key findings which affect the research process: (1) the original research questions were based on the assumption that casual workers would be transient, combining a range of workplaces into their working week, however, this was not true for most workers that were located; and (2) the number of people identified with literacy needs was smaller than had been anticipated. The research suggests that, in order to sustain employment, casual workers need good learning skills and other generic skills associated with employability, social and relational abilities and the capacity to read workplace cultures.

The modern workplace is constantly changing, technology-driven and demanding a highly literate, responsive workforce. This research investigated literacy within organisations from two industries: aged care and call centres. The study was qualitative in nature and involved a two-stage process. The first stage consisted of a communications audit which investigated industry standards and the way they were monitored and supported in the workplace. The second stage consisted of interviews with casual employees or learners, particularly those who claimed to have literacy difficulties. In all, ...  [+] Show more