References and Bibliographies
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References and Bibliographies Effective
References and
This requires you to, not just present and describe ideas, but to be aware of where they came from, who developed them - and why. Ideas, theories, models, practices are often shaped by the social norms, values and practices prevailing at the time and place of their origin and the student in higher education needs to be aware of these influences. Referencing plays a role, therefore, in helping to locate and place ideas and arguments in their historical, social, cultural and geographical contexts. Referencing can also help you to find your own voice in assignments, by helping you construct essays and reports that project the way you see or perceive things, but supported by a body of evidence that strengthens your opinions - and Education needs ideas, arguments and perspectives to thrive, but these have to be tested rigorously and subjected to the critical scrutiny of others. This is done by researching, preparing and presenting work into the public domain; a formidable task for any writer or commentator, and one that can take years sometimes to achieve. Referencing is then, also about respecting and honouring the hard work of writers and commentators – by acknowledging them in your assignments. Colin Neville
The Effective Learning Service at the School of Management is part of a UK The aim is to develop a resources network to enable students to gain access to high quality learning support material produced by UK universities. The Effective Learning Service at the School of Management has been selected to develop resources on referencing to share with students. A website on referencing is currently being developed, and a book on this topic: The Complete Guide to Referencing and Avoiding Plagiarism’, by Colin Neville, is due to be launched by The Open University Press in August 2007. More information can be found on the LearnHigher project at:
It is an expected academic practice that students will refer to (or cite) the 1. to support your arguments and give credibility to the information you present in assignments; 2. to enable your tutors to check the accuracy and validity of the evidence presented; 3. to enable your tutors and other interested readers to trace the sources you cite and to use the same evidence for their own purposes; 4. to avoid the accusation of plagiarism. As mentioned in the preface, referencing is also a way of acknowledging the hard work that goes into the research, preparation, writing and revision of academic texts. Accurate referencing is also one way of giving indirect thanks to this invisible and invaluable effort and achievement. More pragmatically, it also shows a tutor you have, at least, read some of the sources listed on a reading list! And last, but probably not least from a student perspective, accurate and intelligent referencing will enhance a good essay and contribute to the marks you gain. Selection of relevant evidence and accurate referencing is an important element in the marking criterion. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ This booklet will: ¾ explain when to reference;
However, if you need help in referencing any source in any assignment, you can contact the author of this booklet and Effective Learning Officer for the School: Colin Neville, email: [email protected]
Section 1: GENERAL INFORMATION Difference between references and bibliographies Section 2: FREQUENTLY ASKED QUESTIONSDissertation is provide by Custom Thesis http://www.ukthesis.org/ About citing page numbers Section 3: EXAMPLES OF CITATIONS and REFERENCING#p#分页标题#e# Books QUIZ EXAMPLE REPORT (1) EXAMPLE ESSAY (2) ANSWER TO QUIZ ENDNOTE Dissertation is provide by Custom Thesis http://www.ukthesis.org/ 4
52 53-59 60-66 67 68 69-71
WHAT’S THE DIFFERENCE BETWEEN
The terms ‘References’ and ‘Bibliography’ are often used synonymously, but there is a difference in meaning between them.
REFERENCES References are the items you have read and specifically referred to (or cited) in your assignment and your list of sources at the end of the assignment will be headed ‘References’. If you make a point of reading selectively, you will usually make use of everything you read and then refer directly to it in your assignment. In that event, it will be perfectly correct to just have a ‘References’ list instead of a ‘Bibliography’; it will certainly not go against you, and many tutors prefer you to just have a references section, rather than a bibliography. This enables them to quickly find in your list of references the source you cited and, if necessary, check the validity of it for themselves.
BIBLIOGRAPHY Strictly speaking, a bibliography is a list of everything you read in preparation for writing an assignment, whether or not you referred specifically to it in the assignment. A bibliography will, therefore, normally contain sources that you have cited in your assignment and also those you found to be influential, but decided not to cite. A bibliography can give a tutor an overview of which authors have influenced your ideas and arguments even if you do not specifically refer to them. However, don’t be tempted to include items you have not read in order to impress the tutor. If you, for example, include an item you haven’t actually read, the Dissertation is provide by Custom Thesis http://www.ukthesis.org/
WHAT TO REFERENCE
You can cite references taken from a range of sources, e.g. ¾ Internet In short, most information that has been written, recorded, filmed or presented in some way to others can potentially be used. The important thing is to choose reliable sources that give credence, authority and support to the ideas and arguments that you present. Your tutor will suggest a range of reliable sources, and this will be your starting point, but you will also You will find, however, that recommended books and other sources will prove – because of the accurate referencing that has gone into them – to be rich veins of additional information. If you read a particular chapter as a starting point for research into an assignment topic, often the references or bibliography will point you in the right direction of other relevant reading. WHEN TO REFERENCE Dissertation is provide by Custom Thesis http://www.ukthesis.org/ “To reference or not to reference, that is the question”
1. To give the reader the source of tables, photos, statistics and diagrams included in your assignment. These may be items directly copied or which have been a source of collation for you 2. When describing or discussing a theory, model or practice associated with a particular writer. This would include the names of authors who coined words to label particular phenomena or situations 3. To give weight or credibility to an argument presented by you, or supported by you, in your assignment#p#分页标题#e# 4. When giving emphasis to a particular idea that has found a measure of agreement and support amongst commentators 5. To inform the reader of sources of direct quotations or definitions in your assignment. 6. When paraphrasing another person’s idea that you feel is particularly significant or likely to be a subject of debate; this can include sources of definitions you use in assignments. 7. … and to avoid plagiarism.
1. To Inform the Reader of Sources of Tables, Photos, Statistics or Diagrams Presented in Your Assignment (either copied in their original form or collated by you) Example: In Britain, the proportion of employees on temporary contracts rose only marginally between 1992 and 1998, from 5.9 per cent to 7.4 per cent, and has since fallen to 7.1 per cent in 2000 (Office for National Statistics 2000). Dissertation is provide by Custom Thesis http://www.ukthesis.org/ 2. When Describing or Discussing a Theory, Model or Practice
The term ‘instrumental or operant conditioning’ is associated with the American Psychologist, B.F. Skinner (1956), and describes a process of shaping behaviour by a variety of means that encourage and reinforce desired behaviour, or discourage unwanted behaviour.
3. To Give Weight or Credibility to an Argument Presented in Your
However, it can be argued that the corrosive social effects of workers having to manage increasing workloads outweigh these extrinsic advantages. Handy (1994, p.9), for example, suggests that businesses prefer to recruit “half as many people, paid twice as well and producing three times as much”, with a destructive effect on the social lives of these core workers.
4. When Giving Emphasis to a Particular Idea That Has Found a Dissertation is provide by Custom Thesis http://www.ukthesis.org/ As the behavioural response of communication apprehension (CA) is to avoid or discourage interaction with others it is not surprising that CA has been linked to feelings of loneliness, isolation, low self esteem and the inability to discuss personal problems with managers or others (Daly and Stafford 1984; Mc Croskey, Daly, Richmond and Falcione 1977; Mc Croskey and Richmond 1987; Richmond, 1984; Scott and Rockwell 1997). (Note: The student cites five sources - all much saying the same thing - to emphasise and give credibility to an important point summarised in the assignment. The use of multiple authors can add weight to summary, particularly if the idea is a controversial one. However, citing six authors would be the maximum for this purpose, and citing two or three is a more usual practice).#p#分页标题#e#
5. To Inform the Reader of Sources of Direct Quotations or Example: Pearson (1995) however, argues that a “search for a solution to ethical dilemmas using the methods of moral philosophy has failed” (p.3). He asserts that any approach to business ethics must take full account of the business perspective and an appreciation of business boundaries, albeit with account to the changing nature of these. (Note: If the quote is taken from a printed book or journal, you always need to include the page number so the reader can go straight to that page to find it. Lengthy quotations (over two lines) should be indented in your assignment. This means you compress the quotation, italicise it and create a one-tab margin that distinguishes it from your own text, as per the example below. You don’t need to use quotation marks in an indented quotation). Example of indented quotation: Robert Reich (2001) has argued that pay is proportionate to the skill you offer in the labour market: If you have been in a job that’s rote or routine…or your job can Reich argues that education and training can be the way forward for people trapped in a cycle of low-skill, low-pay jobs. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ USING QUOTATIONS Try to keep quotations to a minimum in your assignments. They can be used to good effect when: • you feel they make a particular point.
6. When Paraphrasing Another Person’s Idea or Definition that You
We all perceive the world around us in ways that are often unique to us through a series of personal filters and we ‘construct’ our own versions of reality (Kelly 1955). (Note: In this example, the student paraphrases an idea that Kelly
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ HOWEVER, YOU DON’T NEED TO REFERENCE: • Information drawn from a variety of sources to summarise what has happened over a period of time and when the summary is unlikely to be a cause of dispute or controversy; for example: The growth in call centres in the West was encouraged by economic and technological factors. From the late 1970s the growth of the service sector, focused the attention of large organisations on communication with customers in more cost effective and streamlined ways. This growth of a service sector • When pulling together a range of key ideas that you introduced and referenced earlier in the assignment. • When stating or summarising generally undisputed facts circulating freely in
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Plagiarism is about copying or acquiring the work of others and, directly or indirectly, claiming it to be your own independent and original work. There are, however, no internationally agreed academic norms or conventions on what constitutes plagiarism, and this can cause difficulties for some international students who may An academic monograph or textbook, for example, can take an author several years to research and write. Consequently it is widely felt in Britain that to copy from a book without acknowledging the source is a violation against the author’s ownership of ideas and therefore morally wrong. For this reason plagiarism is treated seriously and blatantly plagiarised work is usually disqualified. Each university develops its own interpretation of plagiarism, but in general there are four main forms of plagiarism:
U Copying or acquiring another person’s work, including the work of another student (with or without their consent), and claiming or pretending it to be your own;#p#分页标题#e# U Presenting arguments that use a blend of your own and the directly copied words of the original author, with or without acknowledging the source; U Paraphrasing another person’s work, but not giving due acknowledgement to the original writer or organisation publishing the writing, including work on Internet sites; U Colluding with other students and submitting identical or near identical work. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ However, it is also important that students are aware of their university’s own interpretation of plagiarism, as each institution may place emphasis on a particular feature of plagiarism.
A dissertation, thesis, essay, project or any other work which is not undertaken in an examination room under supervision but which is submitted by a student for formal assessment must be written by the student and If you copy work for assessment, it defeats the whole purpose of the exercise. If we mark work you have copied, it is not your progress that we are evaluating, but that of somebody else. And if it is someone else’s work, our comments will not help you improve and fulfil your own potential. Honestly producing work which is your own best effort, and having it subject Copying assessments breaches academic integrity in a fundamental way and constitutes a grave breach of regulations and as such the University would take necessary disciplinary action. Copying is simply a form of cheating - pretending something is yours when it is not. At its most blatant, it is generally known as plagiarism, the most serious act of deception anyone in academic life can be accused of. But even if there is no deliberate intention to deceive, copying is unacceptable academic practice. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ You will see from the first paragraph of this statement that the University is particularly concerned that students should use their own words as far as is possible to summarise or paraphrase what they have read. Of course, there will inevitably be some overlap between the writer’s words and your own – particularly when describing places, dates, specific features and the names of organisations. However, you should make a determined effort to use your own words to sum up what you have read. The act of doing this encourages a deeper level of understanding as, in the process, you are forced to think hard about what is actually said and meant by the authors.#p#分页标题#e# Lecturers marking course work can recognise plagiarism easily. This applies particularly when passages are copied straight from books, or cut and pasted from the Internet, with no acknowledgement of their source. Lecturers will usually recognise the work of established writers in the subject area concerned and there will be stylistic differences in writing between the original author and a student’s work that an experienced lecturer will detect. The School of Management is now systematically using electronic scanning systems to highlight plagiarism in students’ writing.
Applying, analysing, criticising or quoting other people’s work is perfectly reasonable and acceptable providing you always: 9 attempt to summarize or restate in your own words another person’s work, theories or ideas and give acknowledgement to that person. This is usually done by citing your sources and presenting a list of references;
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Here is an example of how this can be done. The extract below is a paragraph taken from a journal article. This is followed by two student summaries of the extract. As mentioned earlier, it is impossible not to use some of the words used in the original article, particularly when referring to the subjects of the discussion. But the aim should be to try and put the idea or argument into your own words as best you can. Original Extract
(From Yang, D. and Clarke, P. (2004) ‘review of the current intellectual property system in China’, International Journal Technology Transfer and Commercialisation, vol. 3, No. 1, pp.12-37; reprinted with permission.#p#分页标题#e#
This essay is about intellectual property (IP) in general and about the situation in China today, and about China’s relationship with the West in relation to this issue. For centuries China has been regarded by the outside world as a rather closed and insular country. However, Yang and Clarke (2004) argue that now things are changing, and particularly so since 1979, when China decided to open up its economy. Since then, foreign direct investment (FDI) and international technology transfer (ITT) are important connecting links between China and the rest of the world. Now the flows of capital, information, technology and the influence of multinational enterprises MNEs have stimulated the Chinese economy. But these developments have also caused attention to focus on the issue of intellectual property rights (IPR). Although the concept of IPR goes back more than a hundred years, there has been no effective system of intellectual property protection (IPP) until recently.
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Summary B China has been regarded, up to now, by the outside world, as a rather closed and xenophobic country. However things are changing. Since 1979, China has loosened, opened and stimulated its economy by foreign direct investment (FDI), international technology transfer (ITT) - and from the influence of multinational enterprises (MNEs). However, these developments have also focused attention on the issue of intellectual property rights (IPR) and until recently in China there has been no effective system of intellectual property protection (IPP) (Yang and Clarke 2004).
TYPES OF REFERENCING Dissertation is provide by Custom Thesis http://www.ukthesis.org/ In Britain, there are four main styles of referencing in use within higher education, shown below in descending order of use. 1. Author/Date (Harvard and APA Styles) The author/date (Harvard) approach to referencing tends to be the style that is adopted by the majority of university departments. This is the style adopted by the School of Management, University of Bradford, for all its courses, except Law - which uses a combination of Harvard and a Running-note style - see below. The Harvard Style involves giving a partial reference (a citation) in the body of your assignment, often, but not always, enclosed within brackets e.g. (Levin#p#分页标题#e# The American Psychological Association (APA) have developed a referencing style similar to Harvard and this is adopted by many psychology and related disciplines in the UK. There are minor differences between Harvard and APA, but it is important that students asked to adopt APA style are aware of these (go to http://www.apastyle.org/ for more information). 2. Running-Note Style This involves inserting a raised number or superscript in the assignment, for example, 1 for the first source, 2 for the second source, and so on. One source may have many different numbers attached to it, depending on how often it is referred to in the assignment. These numbers connect with citations at the
3. Vancouver-Numeric Style This also involves a numbering system, but numbers appear in brackets, e.g. (1) in the main body of the assignment. However, unlike the numbered-note style, the same number can be used on any number of occasions when referring to the same source. The sources are then listed in full at the end, under ‘References’, 4. Author/Page (or MLA) Style This is similar to Harvard Style. However, it uses page numbers instead of the year in the citation, so refers to the author and specific page where the information referred to in the source can be found. Only a few departments within universities recommend this particular style, as the author/date (Harvard Style) can include page numbers in the citations if required. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ PRINCIPLES OF REFERENCING
1. the principle of Intellectual Property: Western concepts of plagiarism are based on an economic model of capitalism and the notion that someone can own an idea if the idea has been presented in a ‘fixed’ way, e.g. published or presented in the public domain;
The first principle, above, establishes a rationale for all referencing styles and 2 – 5 below establish a framework for referencing practice within these styles.
3. the principle of Economy: the references should include as much information as necessary to help readers locate them. But they should also be presented in such a way as to reduce the need for lengthy explanations in the text and speed up the process of reading; 4. the principle of Standardization: referencing should be presented in a way that allows everyone to understand the meaning; 5. the principle of Transparency: referencing should include easily understood abbreviations that are recognizable to many people, for example, the use of ed. for ‘editor’. (Walker and Taylor 1998) Dissertation is provide by Custom Thesis http://www.ukthesis.org/
The ‘Golden Rule’ of referencing is to give the reader enough information to help them easily and quickly find the source you cited. If they wanted to look at your source and check it out for themselves, could they find it easily with the source information you have given?
1. use citations (a partial reference) in the text 1. Use Citations in the Text In the text of your assignment you give a partial reference (called a citation). This is the last name of the author, followed by the year of publication. If you don’t have the author’s name, you use the name of an organisation, newspaper, journal, or whatever the main source is. Citing the source as you write involves giving a partial or shortened Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Example: Citations
Although Handy (1994) has argued that education is the key to economic success for individuals, organisations and nations, a majority of adults in the UK have yet to be convinced or persuaded of this argument. In 1999 only forty per cent of adults had participated in any sort of formal learning in the previous three years. Of these, a significant majority was from social class groups A, B and C. Only a quarter of adults from semi-skilled or unskilled work backgrounds had involved themselves in formal education (Tuckett 1999). The consequences for people without#p#分页标题#e# poor health and a disengagement from participation in political or civic life, and could aggravate the situation of unemployment for the people concerned (Hagen
Citations in the Text The examples shown in Section 3 of this booklet are enclosed in brackets, e.g. (Munger and Campbell 2002). However, citations in the text can be introduced in a variety of ways. For example: There would appear to have emerged by the end of the twentieth century two broad approaches to the management of people within organisations (Handy 1996). Dissertation is provide by Custom Thesis http://www.ukthesis.org/ This introduces a point of view and the student points to Handy as a major proponent of this perspective.
But this is not the only way of citing the author. The student could have also cited Handy, as follows:
Handy (1996) argues that by the end of the twentieth century two broad approaches to the management of people within organisations had emerged. or, (if wanting to include Handy as an exemplar of this proposition):
Some commentators, for example, Handy (1996), have argued that by the end of the twentieth century two broad approaches to the management of people within organisations had emerged. or It can be argued, (for example, see Handy 1996), that two approaches to the management of people within organisations had emerged by the end of the twentieth century. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ or Charles Handy, amongst others, has argued that by the end of the twentieth century two broad approaches to the management of people within organisations could be observed (Handy 1996).
There is no one ‘right’ way of citing authors. It depends on your writing style at any particular point in the assignment. The important point is to give credit to authors who have influenced your ideas and arguments.
List References in Full at the End of an Assignment The way the full reference details are presented in this booklet is based on advice from the following sources: British Standards Institution (BSI) guidelines: Dissertation is provide by Custom Thesis http://www.ukthesis.org/ In the References or Bibliography section at the end of an assignment the basic format for listing references in the Harvard Style is as follows: 1. Start with the last name(s), followed by initials of the author(s), contributor, editor, producer or speaker. If you don’t have the name of an author, start with the name of the originator. This can be an organisation name, e.g. BBC, or name of a website, e.g. Bized. 2. This is followed by the year of publication; put this in brackets. This should be easy to find on printed documents. However, in some older books it may be missing. In this event, put (no date), or (n/d). With Internet sources, look for a year the item was placed on the site, or in the absence of this, when the site was last updated (the year in question), or if unsuccessful with either of these two, the year you looked at the information. 3. This is followed by the title of the source. The main source is usually emphasised in some way, e.g. underlined or italics. The main source would be, for example, the title of a book, name of the magazine, journal or newspaper, broadcast production source, video or CD-Rom etc. Whichever mode of emphasis you choose- underlining or italics - keep it consistent 4. If your source is a chapter from an edited book, you then give the name or names of the editors of the book, followed by the title of the edited book (see example on page 27). 5. In most printed items you would give details of the publisher. You first give the name of the town or city where the source was published, followed by the name of the publisher. 6. In the case of a journal article, you finish with the reference details of
(There may be variations on this general sequence for some sources; see examples in this booklet).
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ At the end of the assignment the references are given in alphabetical order, by
References Hagen, J. (2002). Basic Skills for Adults. Birmingham: The Guidance Council. Handy, C. (1994). The Empty Raincoat. London: Hutchinson. YHES: Yorkshire and Humber Employment Service (1998). Survey of Clients Aged
SECTION 2: FREQUENTLY ASKED QUESTIONS ABOUT REFERENCING
“Should I include page numbers from books or other sources in the citations”? Dissertation is provide by Custom Thesis http://www.ukthesis.org/
Single Topic Books Many single subject books have a main or dominant message, perspective or argument that forms the core or essence of the book. Authors build their arguments around these cores by presenting evidence and examples to back up their perspectives or by rebutting counter-arguments. If you wish to offer evidence in your assignment that summarise these essential core perspectives, then a page number is not necessary. However, if you use and include a quotation from the book, you will need to include a page number in the citation: …Ron Todd of the Transport and General Workers’ Union commented, “we’ve got three million on the dole and another 23 million scared to death” (quoted by Bratton 1992 p.70). You can also include a page number in the citation, if you are referring to some specific detail that is secondary or incidental to the book’s core point or perspective and which would be hard to find without a page number. These might include, for example: ¾ Statistics You would also give a page number if you are using the book as a secondary source – see next page.
Other Books and Sources The same comments for books on a single topic apply for other sources. If the reader will struggle to find precisely what you looked at without the benefit of page numbers in the citation, then include them. Dissertation is provide by Custom Thesis http://www.ukthesis.org/
You have two choices in this situation. You can find and read the source mentioned yourself and check out the accuracy of the summary given by the author you read – this is the recommended option - and then you can refer directly to this author, as you have read the source yourself. However, if you find it difficult to find or gain access to the primary source, and where you are confident the secondary source author is reliable and accurate in the way he or she has paraphrased or quoted the original author and when you do not need to go into any great depth of analysis on what that primary author has written, you can use these secondary sources. For example, in the book ‘Licensed to Work’ by Barrie Sherman and Phil Judkins (1995), there is a reference to another writer, Ivan Illich, who refers to ‘shadow work’: tasks in society that were once the responsibility of extended families and close communities. If Sherman and Judkins book was used as a secondary source, your citation “Ivan Illich (1981), as summarised by Sherman and Judkins (1995 p.121) “Illich (1981) has suggested that ‘shadow work’: tasks in society were once the responsibility of extended families and close communities (in Sherman and Judkins, 1995 p.121). “Sherman and Judkins in their book (1995 p.121) refer to the work of Ivan Dissertation is provide by Custom Thesis http://www.ukthesis.org/ The full reference must give details of the source you looked at, e.g. Sherman, B. and Judkins, P. (1995). Licensed to Work. London: Cassell.
You use letters a, b, c and onward in your citations to differentiate between the different sources; for example: #p#分页标题#e#The term ‘communication apprehension’ was coined by James Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Later in the assignment you might want to refer to same author, different source, same year again, e.g.
Studies suggest that high CA can impact on a person’s behaviour, relationships, the perceptions of others, occupational choice and employment opportunities and education (McCroskey 1976b; McCroskey and Richmond 1979…
In the references/bibliography, you would then link the two different sources to the citation: McCroskey, J. C. (1976a). ‘The Effects of Communication Apprehension on McCroskey, J. C. (1976b). ‘The Problems of Communication Apprehension in the Classroom’. Speech Communication Journal, 4, 1-12, [online]
You might on occasions want to refer to two or more books that an author has written in a single citation – as the same argument may have been presented by the author on more than one occasion. You can cite the author with the earlier works listed first, e.g. (Handy 1976; 1984; 1994).
“I read a book in my own (non-English) language. Do I give you an English translation of the title?”
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However, it may be appropriate to add an English translation (in brackets) immediately after, particularly if the book was originally published in non- European characters, e.g. Chinese, Arabic.
The British Standard recommendation is for no punctuation within the brackets containing a citation, e.g. (Handy 1994), although if a number of authors are cited, you would need punctuation to separate out the names, e.g. (Mc Croskey, Daly, Richmond and Falcione 1977) The BSI recommendations also suggest sentence stops after each distinct part of the reference, e.g. Handy, C. (1994). Example: Handy, C. (1994). The Empty Raincoat: Making Sense of the Future. London: Hutchinson.#p#分页标题#e# Dissertation is provide by Custom Thesis http://www.ukthesis.org/
Titles The spelling of the original title should be retained, e.g. Americanisation of words in titles should be retained. Capitalisation Follow the capitalisation shown in the original document. For example, many book titles in social science, humanities and business disciplines capitalize the first and last words and all words except articles (e.g. Examples: Turabian, K.L. (1973). A Manual for Writers of Term Papers, Theses, and
Saigol, S. (2005) ‘Gift shoppers set to spend £150m daily online’. Financial Times, The best advice, therefore, is to copy the title as it is shown in its original form.
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ “The source has no date. How can I
“I have noticed that some writers cite more than one author occasionally in support of a particular argument or point of view. When should I do this”?
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ A number of authors can be cited in support of particularly key or important points that you want to make or to support contentious statements or arguments presented by others. See the example shown on page 7 of this booklet (example 4).#p#分页标题#e# “Are quotations and all the citations in the text counted in the word count"? Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Citations in the text e.g. (Handy 1994) are also included in the word count.
SECTION 3: EXAMPLES OF REFERENCING
SINGLE TOPIC (MONOGRAPH) BOOKS
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Citation: (Handy 1994) Reference:
Reference:
If a document has one or two authors (or originators) of equal status, both their names should be given in the citation. If there are more than two, the name of the first should always be given, but the names of the others may be omitted and replaced by the term Some study skills textbooks suggest that you use the term ‘et al’
REFERENCING A CHAPTER FROM AN EDITED BOOK
If you make reference to an author in an edited collection, you need to give the last name, initials, date of publication, title of chapter (inverted commas), name(s) of editor(s), title of book (in italics or underlined), then location of and name of publisher, and page numbers.#p#分页标题#e#
Citation: (North et al 1983) Reference:
Citation: (Moorhouse 1984) Reference: Moorhouse, H.F. (1984) ‘American Automobiles and Workers’ Dreams’, in K. Thompson (ed.) Work, Employment and Unemployment, Milton Keynes: Open University Press, pp.80-89.
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To see if you need to mention the page numbers in the citation, see comments on page 20. However, the initials of the editor(s) come before the last name(s) (as recommended in British Standards BS5605, 1990).
Avoid an over-reliance on encyclopaedias for information. As a first choice, use try and information from monograph, edited books or peer-reviewed academic journals. Encyclopaedias: It is unlikely that the name of an individual writer In dictionaries or other reference books, if the name of the editor(s) or compiler(s) is shown, start with this, then give details of the book in the usual way. If no editor is shown, start with the title of the reference book. Abbreviations can be used in citations to shorten long titles (see examples 3 and 4 below) although the full title must be given in the reference. Titles of the books are in italics or underlined.
Reference: New Encyclopaedia Britannica (1975) ‘Goshen’, volume 4. Chicago: Helen Hemingway Benton Publisher, p.642. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ 2. Citation: (Leibster and Horner 1989) Reference: Leibster, L., Horner, C. (1989) ‘Definition: Elasticity of Supply’, The Hamlyn Dictionary of Business Terms: an A-Z Guide to the World of Commerce and Economics. London: Hamlyn Publishing Group, p.84.#p#分页标题#e#
3. Citation: (ALC 2000) Reference: ALC: Asia’s 7,500 Largest Companies (2000),
4. Citation: (DMCPSF 2004) Reference: DMCPSF: Directory of Management Consultants and Professional Service Firms in the UK (2004), 15th edition, ‘Centre for Management Creativity’. Peterborough: Kennedy Information Inc, p.220.
Where to find the information you need on a printed academic journal.
Year of publication
References to journal articles do not include the name of the publisher or place of publication, unless there is more than one journal with the same title, e.g. International Affairs (Moscow) and International Affairs (London). Example: Citation: (Bosworth and Yang 2000). Dissertation is provide by Custom Thesis http://www.ukthesis.org/ (The abbreviations, ‘vol.’, ‘no.’ and ‘pp’ can be omitted, but for clarity and to avoid confusing the reader with a mass of consecutive numbers, it is suggested they are included).
The same sequence of referencing academic journals applies to magazines with a general readership. ¾ If there is an author, start with his or her last name, followed by their initials
Examples (with and without authors from the same magazine):
Reference: Rigby, R. (2005). ‘Crossover Consultants’. Management Today, November 2005, pp.30-35. Dissertation is provide by Custom Thesis http://www.ukthesis.org/
Citation: (Management Today 2005) Reference: Management Today (2005) ‘Business Manners, Working
NEWSPAPERS The order of referencing is: ¾ Name of writer, if shown
Examples: 1. Citation: (Saigol 2005) 2. Citation: (Financial Times 2005) 3. Citation: (Skypala 2005) 4. Citation: (Financial Times 2005)
¾ Short news items without author’s name in newspapers can be referenced by giving full details in the citation only. If it is a local paper, it is helpful to include the city of origin, e.g. (Bradford ‘Telegraph and Argus’ 21/06/2004, p.4). ¾ If the article appeared originally in printed form, but is being presented to you on the Internet, via Metalib/Proquest, or on a CD-Rom, you can reference this as if it was a printed source in front of you providing you are sure that the article is unabridged or unamended (it will usually say if it has been altered or amended).#p#分页标题#e#
Start with the name of any author, e.g. for a CD-ROM or audio cassette, if applicable. If not applicable, start with a production source (see examples 1 and 5) then give information on the year of production, and any specific transmission dates. The information medium, e.g. CD-ROM, video cassette, radio, television, should If someone has been interviewed (see television programme example below), and the interview forms the basis for the citation and reference, the reference should start with the name of the person interviewed. The important thing is that you give the reader full information on the medium, programme or production in question, particularly its title, date of broadcast or production, and the production source. Examples: 1. Radio Programme Citation: (BBC Radio 4 2003) 2. Television Programme Citation: (Porrit, J. 1991)Dissertation is provide by Custom Thesis http://www.ukthesis.org/ 3. Audio CD Citation: (Roberts 2000) 4. CD-ROM Citation: (Ziegler 1992) 5. Video Tape Citation: (TV Choice Productions nd)
Start with the name of the writer or organisation sponsoring the publication (if shown) or, if not shown, title of article (in inverted commas), the title of publication (in italics or underlined), followed by date of publication, place of publication, Examples:
Citation: (Central Statistical Office 1990)
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Parliamentary Reports require a little more detail, but the basic principle is the same; see example below.
Reference:
3.5 PRINTED REPORTS (including Company Annual Reports)
Annual Reports Company annual reports often involve multiple authors and rarely show the name or names of the compilers or editors. If they do, however, start with these. But if not, start with the company name, then give the year, then full title (in italics or underlined), section and chapter (if applicable) then page number.
Citation: (Cable & Wireless 2002) Reference: Cable & Wireless (2003). Annual Report and Accounts 2003:
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• Start with name of author (if shown): family name, then initials Reference: Business Ratio Reports (2004). Security Industry, edn. 26, section 4: Performance League Tables: sales: 4-2. Hampton: Keynote.
You can also refer to course manuals and lecture notes given to you by teaching staff. These notes may be a primary source, e.g. a summary or explanation written by a lecturer, or a secondary source, where a lecturer is quoting what someone else has said, or referring directly to a third person.#p#分页标题#e# Examples of citing primary and secondary sources using teaching notes supplied to you (imagine that the following extracts are taken from an essay on marketing):
1. Primary When choosing from the mix of promotional activities available to market a product, the market objectives should be the main driving force. Low (2004) has suggested four main questions: who is your target group? What do you want them to do? When do you want them to act? And how much are you prepared to spend to communicate with them? 2. Secondary Marketing Communications has been defined as a process “through which an organisation enters into a dialogue with its various audiences”. The objective is to influence in a positive way a particular target audience in its awareness, understanding and actions towards that organisation and its products or services’ (Fill 2002, as cited in Low, 2004, p.2).
In both cases, the ‘References’ section would give full details of Low, which is the source for both these citations, i.e. Low, C. (2004). Marketing Communications, from MA Course Regarding the second example (secondary source), you might want to go to the main source, i.e. Fill, 2002, to look at the original to enable you to expand on the definition presented or be critical of it. If you did do this you could then cite Fill directly as a primary source.
Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Interviews Face to face interviews you conduct for any project can be referenced, provided you make available any interview notes, transcripts, completed interview questionnaires or recordings made. These can be added, if required, as appendix items (check with your tutor). Start your full reference with the family name of the interviewee, initials, year of interview, then state the purpose of the interview (italics or underlined), place of interview, name of interviewer (this could be your own name), then date of interview.
Telephone Discussions (including interviews) A similar principle (about keeping notes or making a recording) and reference sequence applies to telephone conversations: • Name of person spoken to (family name, then initials)
Citation: (Edwards 2005) Reference: Edwards, R. (2005). Telephone interview re. SMEs and graduate employment with Colin Neville, 13/12/2005.
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Lectures • Start with name of lecturer: family name, then initials
Citation: (Neville 2005) Reference: Neville, C. (2005). Lecture on academic writing, Self-development module, first year undergraduate course 2005/6, University of Bradford, School of Management, 25/11/2005.
• Name of person interviewed (last or family name first, then initials) Example:Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Citation: (Turner 2005) Reference: Turner, N. (2005). ‘Turner’s secret: the short-haul factor’. Interview with Nigel Turner, BMI’s new CEO, by Ben Flanagan. The Observer (Business Section), 22/05/2005, p.18.
The same basic format for Harvard referencing applies for referencing unpublished sources: start with the name of the writer or speaker, year of dissertation, conference title (in italics or underlined) of the document(s), talk, presentation Examples: Unpublished MBA dissertation
Reference: Cooper, T.E.J. (2003). Implementing Strategic Change in the Recruitment Advertising/Employment Communication Industry. Unpublished MBA Management Project, University of Bradford, School of Management Library.#p#分页标题#e#
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Reference: Broadbent, M. (2005). Tackling Plagiarism: a Teaching and Learning Perspective. Unpublished paper delivered at Conference: ‘Tackling Plagiarism’. University of Hertfordshire, Business School, 22/03/05.
Reference: Vickridge, A. Correspondence of Alberta Vickridge 1917-1965, Box
Standards In the full reference: • Start with the issuing body, e.g. British Standards
Reference: British Standards. Presentation of theses and dissertations. BS4821:1990 Dissertation is provide by Custom Thesis http://www.ukthesis.org/
The sequence in the full reference is: • Name(s) of inventor(s) or patentee(s): family name(s) first, then initials
Citation: (Lund-Anderson 2001) Reference: Lund-Anderson, B. (2001). Device for the damping of vibrators between objects. US Patent 6296238. Appl. 24/06/1999. Acc.
Students on law degree or related courses will learn a referencing style that is particular to this subject, which is usually the Oxford Standard for Citation of Legal Authorities (OSCOLA). This is the style used by the Oxford University Commonwealth Law Journal, who contributed to its development. However, students on other courses, who OSCOLA style of referencing More detailed information on the OSCOLA Style of referencing can be obtained from the website of Faculty of Law, University of Oxford. Briefly though, the OSCOLA referencing style is different to the Harvard style of referencing in that it uses a raised or superscript numbers in the text of an assignment, combined with footnotes. The numbers used in the text against evidence presented is then connected with a footnote at the base of each page. You can use the ‘Insert’ –#p#分页标题#e# It is also different to Harvard referencing in the way it presents the full details references in footnotes and bibliographies. With books, for example, the first name or initials of the author(s) is presented before the author’s last name, without a stop or comma between them. Also, the title is always in italics, and the edition, publisher, place of publication and date are enclosed within brackets. Page numbers can be included, if relevant, as last items in the reference. When there are more than three authors, just state the first, followed by ‘and others’. OSCOLA examples: • D French, How to Cite Legal Authorities, (London: Blackstone, London 1996) (Note: the book mentioned above, How to Cite Legal Authorities, is recommended reading regarding citations and referencing for any student studying for a law degree).
Reference essays and chapters in edited journals, as follows: • D Cullen, ‘Adoption – a (Fairly) New Approach’, Child and Family Law
A minimum of punctuation is used, and commas should be used only to stop words running into each other. All words in the title should be capitalised, except prepositions (‘of’, ‘by’, ‘which’), articles (‘the’, ‘an’, ‘a’) and conjunctions (‘and’,
G1. Case citation Case citation is a frequent occurrence in law course assignments. You need to include: Case names should be italicised in assignments, e.g. Murphy v Brentwood District Council [1990] 2 All ER 908Dissertation is provide by Custom Thesis http://www.ukthesis.org/ When referring to a case for the first time, give its full name exactly as it appears in the report. In subsequent references a case can be referred to by a shortened name, e.g. Murphy v Brentwood District Council, and can be referred to as the Murphy case.#p#分页标题#e# If you give the full details of the case in the text, you do not need to repeat the information in a list of references. Examples: You could, however, refer to part of the citation in the text, e.g. Campbell v Mirror
Square or round brackets? Abbreviations?
Specific page references? Judge’s name? That was the opinion of Mackay LC in Pepper v Hart [1993] 1 All ER 42 at 47 Judges should be referred to in terms of Justice or Lords Justice, as appropriate, e.g. Clark J; or Smith LJ. If referring to more than one High Court judge: Smith, Clark and Brown JJ; or Smyth and Clarke LJJ if Lords Justice.
G2. UK Acts of Parliament (Statutes) These are Acts passed by Parliament, which eventually receive royal assent and become law. You would normally list the source in the full reference, as follows: • title of Act and year;Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Note: the year: 1998, does not appear in brackets in the reference, as the date is part of the title. For older statutes, the Oxford Standard suggests it can be helpful to give the appropriate year of reign and chapter number, e.g. Crown Debts Act 1801 (14 G3. UK Bills A bill is proposed legislation before Parliament. Bills are cited by their name, the Parliamentary Session, the House of Parliament in which it originated and the running order assigned to it, and any relevant sections or subsections. HC= House of Commons; HL= House of Lords.
Citation: (Identity Cards Bill 2004-5) G4. UK Statutory Instruments These are orders and regulations linked to particular Acts and should be referenced by name, date and serial number (where available). Subsidiary words in long titles within the in-text citation may be abbreviated (see example below), but the full title must be given in the reference. Citation: (Telecommunications (LBP) (IC) Regulations 2000) Reference: The Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000.
G5. EC LegislationDissertation is provide by Custom Thesis http://www.ukthesis.org/ European Community (EC) legislation (Regulations, Directives and Decisions), and other instruments (including Recommendations and Opinions) should be referenced by providing the legislation type, number and title, then publication details from the Official Journal (OJ) of the European Communities. Be warned, these references can be lengthy! Example: Citation: (Commission Regulation 1475/95) Reference: Commission Regulation (EC) No 1475/95 of 28 June 1995 on the application of Article 85 (3) [now 81 (3)] of the Treaty to certain categories of motor vehicle distribution and servicing agreements Official Journal L 145, 29/06/1995 pp. The capital letter ‘L’ in the example, i.e. ‘Official Journal L’, indicates the series stands for Legislation; the C series contains EU information and notices, and the S series contains invitations to tender (see Oxford Standard p.18).
(With thanks to Neil Carter, Law Librarian, School of Management Library for allowing me to use his lecture notes in part of this section) Dissertation is provide by Custom Thesis http://www.ukthesis.org/
Cinema films and theatre plays may also be referenced – particularly to make social points or to give dramatic examples of a particular theory in action. For example, the 1957 film ‘Twelve Angry Men’ makes an effective point about the pressure in groups to conform to the will of the majority. And the 1983 Tom Kempinski Film: Play:
Reference: Twelve Angry Men (1957). Film directed by Sidney Lumet, Hollywood: MGM Studios (available now on MGM ‘Vintage Classics’ video series). Citation: (Kempinski 1983) Reference: Kempinski, T. (1983). Duet for One. Play: Act 1, p.21. London: Samuel French Inc.
The Internet is a rich source of information for students. It is also, unfortunately, the unregulated host to sites that have been created by their authors as arenas for their ill-informed and biased opinions. Reliable Internet sites can certainly be used and cited in assignments. But how can you evaluate Internet sites? Munger and Campbell (2002) and Rumsey (2004) suggest the following questions asked of sites can help you evaluate the reliability of them: Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Author/Purpose Content Design ¾ Who is the author? ¾ Why has this site been established – is it clear from the introduction? ¾ Is there a link to the author’s Email address? ¾ Does the author have any academic or professional affiliation? ¾ Who is the sponsor of the site? ¾ What is the site’s purpose? ¾ Who is the intended audience for the site? ¾ What are the potential biases or hidden agendas of the site? ¾ How comprehensive is the site in its coverage? ¾ Is the site regularly updated? When ¾ How are sources referenced and documented? ¾ Are the links provided working? (a site that is not being updated, including the hyperlinks, should not be trusted) ¾ On what basis are links selected? ¾ What is the rationale for the provided links to other sites? #p#分页标题#e# ¾ Does the resource follow good principles of design, proper grammar, spelling ¾ Does the site include advertising?
Basic Principles of Referencing Electronic Sources
Important: You don’t have separate lists of www sites in your ‘References’ or ‘Bibliography’ Also, you don’t give the www address as your citation in the text of your assignment! Instead, you put the name of an author, or the source organisation. if the URL is ridiculously long , for example, stretching over three or more lines, you can give the homepage address and then give a series of keyword search words to take the reader to the relevant screen.
EXAMPLE A: (Online Article or Report)
You see from example A above, that in the reference the last names of the authors are shown, followed by their initials, year report was published, title of article, followed by the full website address and then the date the site was Dissertation is provide by Custom Thesis http://www.ukthesis.org/ EXAMPLE B: (Government Statistics Online)
EXAMPLE C: Article from a journal or magazine These will be in two groups: (a) articles that were originally produced in print form and can be found online; and (b) those that are on-line only. Article originally produced in print form: An academic journal article has usually been subject to peer-review scrutiny. The majority of these articles retrieved from the internet are likely to be reproduced unabridged from their original printed forms, so the journal details are referenced as if it was a printed source. You can then simply add ‘Electronic version’ or However, if you have any reason to believe changes, amendments or commentaries have been made from the original print version, you should include the URL address and the date you accessed the information; see example C2 that follows. Example C1 Brown, R. (2006). Plagiarism on the net. [Online] Journal of Referencing
Dissertation is provide by Custom Thesis http://www.ukthesis.org/Example C2 Brown, R. (2006). Plagiarism on the net. [Online] Journal of Referencing
Article in an online magazine (not available in print form; online only) Give full details of the name of the magazine, year of publication, title, URL address, and date you accessed the information. If an author’s name was shown, then start with this. If not, start with name of magazine or journal, as shown in the example C3 that follows: C3: Magazine article, no named writer
If the name of the journalist or writer is shown, start with this. If not, start with the name of the online newspaper site. Give the title and date of the item or article, and the URL address to take the reader to where the article can be found. Two examples: Journalist named Lister, S. (2006). Basic hygiene is failing in a third of NHS hospitals. Times Online.
No journalist named Times Online (2006). On the flight path of dying Ibis. 24 July 2006. Available at http://www.timesonline.co.uk/article/0,,3-2282913,00.html [Accessed 24 July Dissertation#p#分页标题#e# is provide by Custom Thesis http://www.ukthesis.org/
You can use the library Metalib information portal service to gain access to many useful statistical databases, e.g. Financial Analysis Made Easy (FAME). The database for statistical and company specific information should always be named, its publisher, along with the title of report, and date information was obtained. However, if the database is password protected there is no point in giving the URL address; you only give URL addresses in references if the site is publicly accessible. The first example that follows is an example of referencing using the FAME The second example shows a citation and the reference when FAME was used to gather and collate data on three separate companies.
Reference:
2. Citation: (FAME Database 2005) Reference: FAME: Financial Analysis Made Easy (2005). Compilation derived from: Company Annual Reports: PC World; Currys; UniEuro, FAME database, Bureau Van Dijk Electronic Publishers. [Accessed via Metalib 22/04/05]. Dissertation is provide by Custom Thesis http://www.ukthesis.org/
Quoting directly from the Internet (or any other source should be done very selectively. Wherever possible try and summarise or paraphrase what you have read. Quoting an author directly should always be done for a particular purpose, for example, to convey a sense of the ‘voice’ of a particular author or organisation; example:
The reference for this quotation – taken from the ‘Frequently Asked Questions’ (FAQ) section of the author’s website – would be given as follows: Gardner, H. (2005) Domains, FAQ, p.2, Howard Gardner
EXAMPLE G: (Secondary Sources on the Internet) You will also encounter many Internet sources that summarise or quote indirectly the words of others. You would treat these Internet sources as secondary sources (see pages 21-22).#p#分页标题#e# Dissertation is provide by Custom Thesis http://www.ukthesis.org/ For example, on the ‘Friends of the Earth’ (FOE) Internet site, the FOE quote the If you were unable to locate the primary source (i.e. Joshua Karliner), to check the accuracy of this quotation, you could cite the Friends of the Earth site (although this would not be as reliable as checking out the primary source. The citation and reference would be as follows:
Citation: (Karliner, as cited by Friends of the Earth, 2004). Reference:
Significant E-mail messages can also be referenced, providing a record is kept. The following format is recommended: • Last name of sender, then his or her initials Example: Dissertation is provide by Custom Thesis http://www.ukthesis.org/ Citation: (Brown 2004) Reference:
In this example, as you see, the citation in the assignment would be (Brown, However, you should obtain permission from the sender, if possible, to use the correspondence for reference purposes, and you should keep a copy of the correspondence to enable a tutor to read it if required; alternatively, it can be presented as an appendix item.
Messages from discussion lists can also be used if they contribute in a significant way to any assignment. Start with the last name of the sender of the message, then give his/her initials, year, subject of message, title of discussion list, E-mail address, date message posted onto site and finally, the date the message was Accessed by you.
Example: Citation: (Braham 2003)
You will need to keep message(s) on file in case a tutor wishes to see them, or they can be included as appendix items.
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Look at the following situations that can occur when writing assignments and decide if a citation is needed at that point in the assignment. See page 67 for answers.
(This is an example of referencing in action. It is a report that contains a range of sources, including from the Internet. Note where, when and how references are used to support evidence).
CALL CENTRES IN THE UK: IS THERE A FUTURE FOR THEM? (2.000 words)
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This report will look at the future for call centres in Britain. It will look at current call centre work trends and conditions generally in the UK, use the Yorkshire region of Britain as an exemplar of trends and will discuss predicted work opportunities over the next decade. #p#分页标题#e#
The growth in call centres in the West was encouraged by economic and technological factors. From the late 1970s the growth of the service sector, focused the attention of large organisations on communication with customers in more cost effective and streamlined ways. This growth of a service sector economy connected with advances in telecommunications and changes in working practices in Western companies. The logic of call centres was that a centralised approach and rationalisation of organisational operations would reduce costs, whilst producing a standard branded image to the world. The approach naturally lent itself to large companies with a large, distributed customer bases.
call centre sector. Dissertation is provide by Custom Thesis http://www.ukthesis.org/
The Yorkshire region of the UK is an example of how call centres can flourish. In South Yorkshire, there has been large investment in call centre development, encouraged by EU regional development. Around 6,000 operators are already employed with companies such as Ventura (3,750 staff), Selflex (1,000) and One- 1996).
In West Yorkshire, twenty-five call centres had established in Leeds by 2000, employing around 15,000 people and occupying 10% of office space available in the city. Around a third of the Leeds call centres are within traditional single company financial services and the remainder offer a range of services to their clients, including retail sales, mobile phones services and road breakdown services (‘Yorkshire Post’ 24.9.98. p.3.). In Bradford, by 2004, around 7,000 people were employed in call centres, and this is expected to rise to 10,000 by
WORK OPPORTUNITIES and WORKING CONDITIONS IN CALL CENTRES Types of calls are often divided into outbound and inbound. Inbound calls are calls that are initiated by the customer to obtain information, report a malfunction or ask for help. This is substantially different from outbound calls where the agent initiates the call to a customer mostly with the aim to sell a product or a service#p#分页标题#e#
¾ Emphasis on retaining staff ¾ Staff reasonably well-paid ¾ Operators require little technical knowledge ¾ Staff not particularly well paid Turnover of staff as high as 80% (source: Huws 1999) However, all is not well in call centres, particularly regarding working conditions. A report from Income Data Services (IDS 1998) found large variations in pay and work in UK call centres. This was emphasised in a recent report commissioned by the Health and Safety Executive that suggested some UK call centres should be compared to Victorian 'dark satanic mills'. The research found that employees at the worst call centres felt powerless and tied to their desks. Many complained that low wages, poor working conditions and repetitive tasks led to poor job
UK culture and language to answer every customer query (BBC 2004).
However, there appears to be an increasing recognition of the need for UK call centres to improve the quality of customer experiences. For many businesses, the call centres become the yardstick by which they are judged. In a competitive situation, a customer who has had a poor experience is likely to take his or her business elsewhere.
THE FUTURE FOR CALL CENTRES
At one time in the recent past, the call centre industry in Europe was dubbed a ‘bubble market’ after a study into the future of call centres by the London based economic consultants, Business Strategies, warned that the growth of Internet and automatic voice response technology will make call centre operators redundant (Business Strategies 2000). Another communications company, the OTR Group, suggested around the same time, that one in five jobs in all call centres in Europe would disappear over the next decade (Financial Times 1999). The increasing use of automatic voice response technology (AVR) was thought to reduce the need for direct operator interventions, and that the growth of Internet sales would reduce operator-customer contacts.
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bookings (The Observer 2003).
It is certainly true that UK call centre jobs have been lost as employers look to cut costs and relocate overseas. However, USDAW, one of the main trade unions, in the call centre industry has drawn attention to differences in the levels of service between UK and overseas call centres. Referring to studies conducted by a research firm, ContactBabel of 290 UK call centre directors and managers, and of • on average, UK agents answer 25 per cent more calls each hour than their Indian counterparts, and resolve 17 per cent more of these calls first time; • UK call centre workers tend to stay with their company for well over three years, while the ‘burn out ‘ rates in this £1 billion a year industry in India are extremely high, with an estimated one in three workers quitting within a year. (UK has a first-time resolution rate of over 90 per cent); • almost a third of Indian call centres do not measure customer satisfaction, while very few perform any pro-active quality checking (USDAW 2004).
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UK is likely to be in the realm of more specialisation, with UK call centre operators offering a more informed advisory and information services. UK operators are also likely to be expected to use, at least in the short to medium tems, a wider range
A likely scenario for the future of call centres globally is one where call centres use a mixture of Internet and operator services. By 2010, it is estimated that 900 million people worldwide will be using the Internet and already a quarter of UK only a small percentage of sales in the UK are currently conducted through the Internet, this market is growing rapidly. Call centre staff will need to develop more advanced computer skills in the future and are likely to communicate both by Email and verbally with customers.
The future for call centres in Britain is certainly not as gloomy as predicted in the late 1990s, provided that call centres respond to the need for more personal, more responsive and bi-lingual modes of contact with customers. There is a particularly need in Britain, to offer more specialist bi-lingual services to customers and particularly Asian language services in multi-ethnic areas.
BBC (2004). Brassed Off Britain: Call Centres. http://www.bbc.co.uk/bob/callcentres/ [Accessed 09/08/2004]. Business Strategies (2000). Tomorrow’s Call Centres: a research study. www.business-strategies.co.uk [Accessed 02/01/2001]. DTI: Department for Trade and Industry (2004) The UK Contact Centre Industry: E-Logistics (2003). Call centres - an inexorable flight? Financial Times. 23.8.1999, p.3. Health and Safety Executive (2004). Psychosocial Working Conditions in Great Huws, U (1993). Teleworking in Britain: a Report to the Employment Department. Huws, U (1996). eWorking: an Overview of the Research. London: Department of Huws, U (1999). Virtually There: The Evolution of Call Centres. Report: Mitel IDS: Income Data Services (1998). Pay and Conditions in Call Centres 1996. www.incomesdata.co.uk/index.html [Accessed 20/06/2004]. Management Issues (2005). Call Centres are Modern Day Satanic Mills. http://www.management- issues.com/display_page.asp?section=researchandid=1063 [Accessed The Observer. ‘Bombay Calling…’ 07/12/2003, p.19. PSU: Policy Research Unit (1996) Shaping the Future: an economic and labour market assessment of Yorkshire and Humberside. Leeds Metropolitan University/ Leeds Training and Enterprise Council. USDAW (2004). Indian vs UK Call Centres: New reports Find Faults in Both. www.publictechnology.net/modules.php?op=modloadandname=Newsandfile=artic leandsid=442, [Accessed 20/06/2004]. Dissertation is provide by Custom Thesis http://www.ukthesis.org/
EXAMPLE ASSIGNMENT (2)
Title: How can the concepts outlined in the models for managing change be useful in life planning? Give examples to illustrate your answer. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ ‘Change is not made without inconvenience, even from worse to better’ (Samuel Johnson). Johnson’s observation summarises a paradox that many people feel: the tension between remaining in a familiar state, or making a change; a change that is likely to cause some ‘inconvenience’, or more likely, uncertainty. Therein lies the paradox: it is tempting for many people to stay with a situation that has the comfort of familiarity, rather than risk moving into territory for them as yet uncharted. But this assumes a choice over the matter. People are often propelled unwillingly and unexpectedly into situations not of their choosing.
practitioners are likely to be members of a Human Resources team, but could also include external trainers, management or life planning consultants.
in the understanding of process, and support for, those involved. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ For those actively wanting and seeking change, Maslow’s theory of Hierarchy of Needs (Maslow 1968) offers an explanation as to why individuals seek transition and change in their lives. As basic and intermediate needs (food, shelter, affection) are met, aspirations rise, and people reach out to meet more intrinsic needs, for example, the chance to gain more status at work or opportunity to develop a new interest. In this situation, the ‘Managing Change Approach’ (Coleman 1991) offers a model for plotting the stages involved. Coleman envisages six steps, including the first trigger step of ‘transition’: a sense of wanting change and being able to identify and articulate the reasons and feelings for this. This is an important first step, as it allows the decision-maker a sense of control over the process and gain ‘ownership’ of the idea. The decision-maker proceeds then to steps two and three: information gathering, and considering the options available. This leads to a choice (step four), action (step five) and later a process of reassessment and evaluation (step six).
understanding is also about being able to anticipate or visualise the probabilities or consequences of actions.
rational or not) of ‘this is what will probably happen if I do this...’ It requires the imagination of possible selves in possible futures’ (p.65).
Dissertation is provide by Custom Thesis http://www.ukthesis.org/
better. However, there can be an inner voice that warns: change is ‘risky’, so ‘why change?’ This can produce oscillation between wanting and not wanting change.
‘commit’ and be ready for change, which propels them forward, and leads to the ‘maintenance’ stage, of maintaining change. The new situation in time becomes the norm, but there is the possibility of relapse, and going back to the stating point of the circle.
and Coleman and Chiva (1991), in relation to redundancy; and Kubler-Ross, (1970), in relation to death and dying). Some of the earliest studies that noted this pattern date back to the 1930s with studies of unemployment, particularly the experience of older workers (Eisenberg and Lazarsfield (1938), as cited in Sinfield (1985), p.191). These noted then the impact of shock on the newly unemployed, followed by an active hunt for work, during which the individual is still optimistic. But when all job-seeking efforts fail, the person becomes anxious and suffers depression, which can lead to fatalism and adaptation to a narrower state. Dissertation is provide by Custom Thesis http://www.ukthesis.org/ depression can follow from the realisation of the powerlessness of individuals in the path of unstoppable forces.
in allowing the person concerned to put change into an overall life perspective and to value the other more stable parts of their life.
Coleman, A. and Chiva, A. (1991). Coping with Change- focus on retirement. Egan, G. (1994). The Skilled Helper: a problem-management approach to helping. Harrison, R. (1976). The Demoralizing Experience of Prolonged Unemployment. Law, B. (1996). A Career-Learning Theory, in A.Watts et al, Rethinking Careers McGivney, V. (1993). Adult Learners, Education and Training. London: Routledge/Open University. Sinfield, A. (1985). ‘Being Out of Work’. In C.R. Littler (ed.) The Experience of Toffler, A. (1970). Future Shock. N.Y: Random House.
You had to decide whether a citation in the text was needed in the following situations.
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ENDNOTE EndNote is a useful bibliographic tool, which can help you keep track of the books, journals and other sources that you have used to write reports or essays. If you enter reference information for all of the resources that you use into EndNote, you can then use the program to create bibliographies for your essays, theses and dissertations. Once the basic task of manually entering references has been mastered, you will be able to move on to formatting your bibliography, linking it to your Microsoft Word documents to create references in the text, and exporting and importing references, including the University of Bradford Library Catalogue. You can use EndNote free on Cluster Room PCs at the University. To buy a copy of Endnote for personal use, please complete the application form at www.brad.ac.uk/library/elecinfo/endnote/about.php and take it for validation to either JB Priestley Building Reception or the School of Management Library counter. You will be asked to provide proof of your status at the University. A comprehensive EndNote manual is available in the School of Management and
NEED HELP WITH REFERENCING? If you need help in referencing any source in an assignment, you can contact Colin Neville, Effective Learning Officer for the School and the author of this booklet. Email: [email protected]
These are all the titles in booklets in the ‘Effective Learning’ series: 1. Return to Part-time Study
You can download any of these from the School of Management Homepages: Resources– Effective Learning link, or contact the Effective Learning Service, tel. 4414 (internal), Email: [email protected], or visit room 0.10 Airedale Building at the School of Management. The booklets can also be found in the School of Management library, in the foyer of the Airedale Building and in the main entrance/foyer of the Emm Lane building. In the School of Management and J.B. Priestley libraries, there is a study skills section at D.371.30281
RECOMMENDED READING: British Standards Institution (1990). Recommendations for Citing and Referencing Bradford University Library, Cite ‘em Right: how to give good bibliographic references: this is an excellent guide to using references and is available in both a printed version and on the Internet: available from the University libraries, and online at www.brad.ac.uk/library/elecinfo/cdrom/cite.pdf Li, X. and Crane, N. B. (1996). Electronic Styles: a handbook for citing electronic information. 2nd ed. Medford, N.J.: Information Today.
Walker, J.R. and Taylor, T (1998) The Columbia Guide to Online Style. New York: Columbia University Press. (This is a useful guide to referencing all forms of electronic information).
SOME RECOMMENDED INTERNET SITES ON REFERENCING For referencing legal sources: The Oxford Standard for Citation of Legal For information on how to avoid plagiarism: The Plagiarism Advisory Service at http://www.jiscpas.ac.uk/ For advice on when and how to cite the work of authors: Central European A useful guide for citing Internet sources: Bournemouth University: More on the Harvard Style of referencing: Bournemouth University:#p#分页标题#e#
Cottrell, S. (2003) The Study Skills Handbook. London: Palgrave. Giles, K. and Hedge, N. (1998) The Manager’s Good Study Guide. Milton Keynes: Open University Press. (This is a study skills guide written for business studies students and contains advice and information presented in a clear, readable and subject-specific way).
REFERENCES British Standards Institution (1990). Recommendations for citing and referencing published material, BS 5605: 1990. London: BSI. ********************************************************* THANKS The author would like to thank Dr. David Spicer and Dr. Deli Yang at the School of
Last amended January 2007. |