Financial Feeling: An Investigation of Emotion and Communication in the Workplace

There is growing interest in the role of emotion when considering communication in the workplace. This work has most often considered workers in front-line service positions in investigations of emotional labor, and human service workers in investigations of empathy and emotional work. In this study, we consider processes of both emotional labor and emotional work in the financial planning profession. Financial planners occupy a role requiring ongoing relationships with clients, conversations about the often emotional topic of money, and a need to manage emotion in a variety of interaction contexts. Thus, from extant theory and literature regarding emotion and communication, we proposed research questions regarding the roles of emotional labor and emotional work in the financial planning profession. These questions were investigated in a web-based survey study of almost 300 professional financial planners and supporting interviews with 14 financial planners. Results indicate support for existing theory on emotional work, extensions to current research regarding emotional labor, and important implications for the role of emotion and communication in a range of professional service roles.     

Book reviews

Zwartjes, Otto, ed. La Sociedad andalusí y sus tradiciones literarias (Foro Hispánico, 7). Amsterdam: Rodopi, 1994.

Brincat, Joseph M. Malta 870–1054: Al‐Himyai's Account and its Linguistic Implications. Malta: Said International Ltd., 1995. 52pp.

Sells, Michael A. Mystical Languages of Unsaying. Chicago: The University of Chicago Press, 1994. 316 pp., US$18.95 (paperback), US$49.91 (cloth).

Diem, Werner, Arabische Geschäftsbriefe des 10. bis 14. Jahrhunderts aus der Österreichischen Nationalbibliothek in Wien (Documents Arabica Antiqua 1), 2 vols. Wiesbaden: Harrassowitz, 1995. Textband ix+518pp., Tafelband 76 plates.

Coope, Jessica A. The Martyrs of Cordoba: Community and Family Conflict in an Age of Mass Conversion. Lincoln: University of Nebraska Press, 1995. xvii+113 pp., US$ 25 (cloth).

Edwards, John. Religion and Society in Spain, c.1492 (Variorum Collected Studies Series: CS 520). Aldershot and Brookfield: Variorum, 1996. x+351 pp., US$ 97.00 (cloth).

Tolan, John Victor, ed. Medìeval Christian Perceptions of Islam. A Book of Essays (Garland Medieval Casebooks, Volume 10). New York and London: Garland Publishing, 1996. xxi+414 pp., US$60.00 (cloth).     

‘The feeling of exclusion’: Young peoples' perceptions of art galleries

This article first looks at the relationship between museums and art galleries and their potential audiences and, in particular, the under-represented sector of young visitors. It examines the main findings from the limited research available on young visitors, and goes on to discuss theories delineating the differences between the cultures, identities and values of culture consumers and culture providers. The second part of the article looks at what specific museums have done towards being more inclusive in their appeal, and then reports the findings of a survey of young people in relation to New Zealand's Auckland Art Gallery. The survey found that young people's ideas of what constitutes modern, relevant art do not match standard art criteria, and that most exhibitions and marketing methods do not mesh with their worldview. The article concludes by using data from the survey to suggest ways of engaging more young people with public art galleries.     

Communicating Prevention: The Effects of the keepin' it REAL Classroom Videotapes and Televised PSAs on Middle-School Students' Substance Use

This study sought to determine if exposure to two communication-oriented activities, videotapes and public service announcements, accounts for changes in substance use among adolescents participating in the Drug Resistance Strategies Project's keepin' it REAL adolescent substance use prevention curriculum. Middle-school students (4,734, 72% Latino) responded to questionnaires related to these analyses. An analysis of covariance (ANCOVA) model was fit separately to six substance use outcomes. The results suggested that intervention students who saw four or five videos engaged in less substance use in the past month than did students who saw fewer videos. Having seen the PSAs one or more times did not predict the reported change in substance use.     

Quality and relevance of domain-specific search: A case study in mental health

When searching for health information, results quality can be judged against available scientific evidence: Do search engines return advice consistent with evidence based medicine? We compared the performance of domain-specific health and depression search engines against a general-purpose engine (Google) on both relevance of results and quality of advice. Over 101 queries, to which the term ‘depression’ was added if not already present, Google returned more relevant results than those of the domain-specific engines. However, over the 50 treatment-related queries, Google returned 70 pages recommending for or against a well studied treatment, of which 19 strongly disagreed with the scientific evidence. A domain-specific index of 4 sites selected by domain experts was only wrong in 5 of 50 recommendations. Analysis suggests a tension between relevance and quality. Indexing more pages can give a greater number of relevant results, but selective inclusion can give better quality.     

Another Look at What Moves Public Opinion: Media Agenda Setting and Polls in the 2000 U.S. Election

This study examined two levels of media agenda effects on aggregatepublic opinion from different news sources. The effects wereinvestigated immediately and cumulatively. Content analysisdata from the 2000 U.S. presidential election coverage by fournational news organizations were related to the Gallup pre-electionpoll standings of each candidate. Regression analyses foundthat both the salience of a candidate and the salience of theattributes of a candidate cumulatively, but not immediately,influenced his standing in the polls. An analysis of news sourcessupported the finding that the two levels of agenda-settingeffects seemed mostly cumulative rather than immediate. Newsfrom different sources, however, tended to have effects of differentdegrees and sometimes different directions on candidate pollstandings. Cumulative effects of candidate salience on aggregateopinion change were found for non-partisan and neutral newssources—reporters, poll reporting and public documents—whereasthe effects of candidate attribute salience mostly came frompartisan sources—the candidate himself and members ofthe competing political party. Possible political implicationsof these findings are discussed.