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The First Stage of the Script’s Career: Production of the Master Script

  • Johanna Woydack
Chapter
Part of the Communicating in Professions and Organizations book series (PSPOD)

Abstract

Woydack explains an often overlooked part of standardization and call center research: why and how a script is actually produced. She focuses on client-management responsibilities and goals. This entails not only the different activities involved in composing a script but also the various sources and materials that go into the process of script drafting or complement the final product. Woydack highlights the expectation of accountability as an often overlooked motivation of corporate management and clients to produce a fixed script that they hand down to call leaders and agents with the expectation of verbatim implementation.

Keywords

Standardization Monitoring Surveillance Calling script production Call centers Textual trajectories Ethnography Institutional ethnography Organizational ethnography Institutional transpositional ethnography Recontextualization Entextualization Scripts Compliance Multi-level hierarchy of corporate work 

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Copyright information

© The Author(s) 2019

Authors and Affiliations

  • Johanna Woydack
    • 1
  1. 1.Foreign Language Business CommunicationVienna University of Economics and BusinessViennaAustria

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