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Table of figures Acknowledgements CHAPTER 1 Studying the subject in technology-mediated NO 4Iqg4Lw . i Introduction I 2 Tools and Raw Material of Analysis I 3 Foucaultian Concepts 4 a Discourse 6 b Hierarchical Observation, Normalising Judgement, Examination 7 c Power/Knowledge 10 i Disciplinary Power I ii Governmentality iz iii The Repressive Hypothesis 14 d Resistance 16 e Seeing What Other Theories Obscure 17 4 Chapter Overview 19 CHAPTER 2 Structuring the Call Centre and its Subjects 21 I Introduction z2 2 Setting the Scene 2z 3 Making Subjects Visible, Inscribable, Deconstructable and Reconstructable 29 a Enclosing and Partitioning 30 i Geographic and Architectural 30 ii Technology-Mediated Surveillance and Abstracted Inscriptions 33 b Tools, Scripting, Training and Coaching 38 i Software, Paper Tools and Rules 39 ii Training and Coaching 48 c Rendering the Productive Subject 53 i Deconstructing the Inscribed Subject 54 ii (Re)constructing Subjectivity 55 d Rendering the Quality Subject 58 i Data Entry and Data Processing 58 ii Following Scripts o& Being an Agent of the Company 60 e Power, Knowledge and the Creation of Subjects 62 4 Chapter Summary 65 CHAPTER 3 The managed subject 67 i Setting the Scene 67 2 Selecting, Affecting & Activating the Free Subject 71 a Hiring Agents: Strategically Selecting and Enclosing Subjects 73 b Teams: Partitioning Workers into Manageable Groups 8r c Teams, Team Members and Statistics: Conducting the Conduct of Agents by Putting Them Face to Face with the 'Statistical Self' 88 d Responsibilisation and Career Development: Conducting the Conduct of Agents by Making them Responsible 96 e The Service-Worker's Guild: Learning Tactics to Reinforce & Protect the Organisation and Self 100 f Confessions, 'Discovery' of a Deep Self and Formation of a New Subject 103 3 Chapter Summary 105 CHAPTER 4 Secondary Adjustments and Resistance 109 i Introduction o09 2 Setting the Scene 110 3 Secondary Adjustments & Resistance 113 a Affecting the Production of Quality Data 114 b Affecting How One is Heard o0 c Affecting Productivity Data 124 d Making Space for Oneself Within Disciplinary and Governmental Power I28 e Multitasking: Using Resources of the Organisation to Support Personal Practices 131 f Asserting Oneself in the Face of Management, Customers and Each Other 133 g Exit 140 4 Chapter Summary 143 CHAPTER 5 Building structure with technologies from within the self and from outside the self 147 i Setting the Scene 147 2 Building Structure with Manufactured Structures 148 3 Responsible Subjects and Subjectivity in TMTL I6 4 Chapter Summary 158 CHAPTER 6 Programmes, Technologies and Strategies 161 i Programmes, Technologies, Strategies: Manufacturing Objectivity, Knowledge, Power and 'Truth' 164 a How are Subjects Created and Maintained? 166 b Shadowboxing with Data 173 c Summation 178 2 Connecting 'Out' to TMTL 183 APPENDIX A TMTL As or Within Control Society and Empire? 189 APPENDIX B Descriptions of Research Venues 193 I BigTech 193 2 DeliveryWorldwide 194 3 MHealth 195 4 MedAdvise 195 APPENDIX C Reldwork and Methods 197 I The Field & Research Methods 197 a Selection of Fieldwork Sites 197 b Cultivating & Maintaining Connections 197 2 Fieldwork 198 a Selecting Informants 198 b Data Collection 198 3 Data Analysis & Writing 199 References 201