THEY IS CLOWNING TOUGH: 911 AND THE SOCIAL CONSTRUCTION OF REALITY*

This article examines the interaction of 911 operators with callers. The study is based on 36 hours of participant observation and an in-depth analysis of 265 randomly recorded telephone contacts between citizens and police emergency operators over a 24-hour period. Call processing is only partially explained by the in formation-gathering function of operators. Initial data from callers are used by operators to help the caller and the operator together construct a definition of an event that makes sense organizationally. Thus, the article describes the interpretive work of 911 operators and the consequences of such work for demand processing within police agencies.     

The Timing of Justice in Felony Trial Courts*

Criminal court delay raises serious political and policy concerns. Analysis of the problem, however, is hobbled by the absence of theory and a lack of comparative, multivariate research that includes both micro-level and contextual factors. This article draws on data from nine circuit-level courts to develop an empirical model combining these factors. The results raise new questions about future research designs in this area and about the need to recognize policy trade-offs in the formulation of reforms.     

THE ROLE OF POLITICIANS AND ADMINISTRATORS IN DEPARTMENTAL REORGANIZATION: THE CASE OF THE DEPARTMENT OF THE ENVIRONMENT

This article examines the history of the Department of the Environment from its creation in 1970 to the formation of the Department of Transport in 1976. Its main approach is an analysis of the roles of the Permanent Secretary and the Secretary of State in the development of the organization. The strong organizational relationship between these senior members of the department is an important factor in structural change both at the time of the initial reforms and throughout this period.
The influence of different personalities and their approaches to policy and management is considered as a determining factor in the evolution of the department. Additionally, the attempts at reorganization and reform are to be seen as largely developing within a traditional Whitehall framework, based on this relationship, which restricted its effectiveness.