This paper reports on a qualitative study of the use of an expert system developed for the British telephone triage service NHS Direct. This system, known as CAS, is designed to standardise and control the interaction between NHS Direct nurses and callers. The paper shows, however, that in practice the nurses use CAS in a range of ways and, in so doing, privilege their own expertise and deliver an individualised service. The paper concludes by arguing that NHS Direct management's policy of using CAS as a means of standardising service delivery will achieve only limited success due not only to the professional ideology of nursing but also to the fact that rule-based expert systems capture only part of what 'experts' do.

This article examines a contemporary trend in the sociology of work that is labelled here the 'end of work' debate after Jeremy Rifkin's book of the same name. It explores this trend, suggesting that marked similarities exist between a range of authors in Europe and North America who propose that work regimes and the meaning derived from them are changing fundamentally. This literature is then placed in the context of an older canon on decline in work and employment. Using the insights of newer qualitative studies that have emerged over the last decade it is suggested that much of the 'end of work' type of writing over-generalises a complex situation, suggesting that sociology needs to incorporate macro theorisation with detailed empirical research if it is to properly understand changes in the contemporary world of work.

The identity and meaning people obtain from their work is a central issue in contemporary sociology. There is a debate between those suggesting that we have witnessed either great rupture or continuity in the way employees engage with their jobs. This article reframes the question posed, developing a critical theoretical framework for understanding narratives of change derived from a range of theorists using concepts of nostalgia, tradition and generations. This framework is then used to read a set of work/life history interviews and autobiographical material from mainly older male workers in the UK railway industry who lament the erosion of their workplace culture and the sustainable moral order of the past. The article seeks to move beyond dismissing such accounts as simple nostalgia and instead suggests that these narratives can be understood as valuable organic critiques of industrial and social change emergent from work culture.

This article engages with the theme of the symposium by examining the role and meaning of networks in the context of a former coal-mining region in the UK. Mining communities have historically been noted by sociologists and historians for their strong social ties and extended families as well as for forming the bedrock of discussion of class and place. In the wake of the closure programme of the 1980s and early 1990s, such identities have been fundamentally challenged. The notion of networks is explored in four distinct but ultimately interrelated senses: occupational/work networks; networks around place; networks of class relations; and, finally, networks as relationships of family, kin and generation. Material presented here is based on research that investigated four former coalfield communities in the UK after closure, focusing on a former pit village in the North East of England. It begins with a discussion of community and the coalfield within sociological and historical literatures. It then proceeds to discuss the changing nature of community and social networks post-coal by focusing on the experience of two separate cohorts of former workers. It concludes by arguing for a historical understanding of the patterning of networks. Copyright Joint Editors and Blackwell Publishers Ltd 2001.

This paper examines the role and meaning of nostalgia, and its opposite nostophobia, in the contemporary railway industry. It charts the way the past is passively and actively used by organisational actors, management as well as at the political level. It is argued that in the contemporary railway industry history and heritage are selectively annexed, negatively in order to win consent for change, and positively in an attempt to recapture the `golden age of railways' for marketing purposes. The paper makes sense of these processes by deploying a framework derived from various writers on issues connected with nostalgia and the emotional attachment to work.

NHS Direct is a relatively new, nurse-based, 24-hour health advice line run as part of the UK's National Health Service (NHS). The service delivers health advice remotely via the telephone. A central aspect of the service is the attempt to provide a standard level of health advice regardless of time, space or the background of the nurse. At the heart of this attempt is an innovative health software called CLINICAL ASSESSMENT SYSTEM (CAS). Using a number of qualitative methods, this article highlights how the interaction between the nursing staff and this technology is key to the service. The technology is based on management's attempt to standardize and control the caller-nurse relationship. Thus the software can be seen as part of an abstract rationality, whereas how it is deployed by nurses is based on a practical rationality that places practice and experience first and sees the technology and protocols as tools.

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