Improving public services by mining citizen feedback: An application of natural language processing

Research on user satisfaction has increased substantially in recent years. To date, most studies have tested the significance of predefined factors thought to influence user satisfaction, with no scalable means of verifying the validity of their assumptions. Digital technology has created new methods of collecting user feedback where service users post comments. As topic models can analyse large volumes of feedback, they have been proposed as a feasible approach to aggregating user opinions. This novel approach has been applied to process reviews of primary care practices in England. Findings from an analysis of more than 200,000 reviews show that the quality of interactions with staff and bureaucratic exigencies are the key drivers of user satisfaction. In addition, patient satisfaction is strongly influenced by factors that are not measured by state-of-the-art patient surveys. These results highlight the potential benefits of text mining and machine learning for public administration.     

Imperial Families: women writing home in Georgian Britain

This article critically engages with the concept of home to question what home meant and how it was constructed in eighteenth-century Britain. It particularly focuses on elite imperial families for whom ideas of home were significant, yet fragile as family members became dispersed across ever-greater distances. It uses letters as its source base to examine how families managed to construct a sense of home and belonging despite different locations and underlines the important role that women played in organizing and completing the work of home building. In doing so this article challenges understandings of homes as stable entities and highlights how elite imperial families worked to constantly negotiate and construct them.     

Sex Crimes in the Fifties

Sex Crimes in the Fifties. By Lisa Featherstone and Amanda Kaladelfos (Melbourne: Melbourne University Press, 2016), pp.xii + 243, AU$59.99 (pb).     

New Governance,Green Planning and Sustainability: Tasmania Together and Growing Victoria Together1

Bridgman and Davis (2000:91) have argued that ‘ideally government will have a well developed and widely distributed policy framework, setting out economic, social and environmental objectives’. This article compares and evaluates two such frameworks or plans, Tasmania Together and Growing Victoria Together, in terms of their potential to promote sustainability. It argues that they are very different exercises in new governance, aimed at reconnecting with community priorities and at redirecting macro‐policy setting away from a preoccupation with economic priorities, respectively. Nevertheless, both plans have the capacity to ‘green’ state planning, in Tasmania in terms of more purposeful benchmarks, and in Victoria in terms of enhanced sustainability emphasis in the macro‐policy setting. The article encounters tensions in its review of the plans between deliberation and planning, policy empowerment and policy progress, and policy institutionalisation and politicisation as means of achieving policy change. It finds that whilst Tasmania and Victoria are re‐engaged states that are reinventing state policy, as yet they are failing to meet the governance challenges of sustainability.     

‘grandpa lives in paradise now’: biological precarity and the global economy of debility

This paper examines the relations and the tensions between debility and disability in global contexts defined by complex forms of bio-social precarity. My focus is Baan Kamlangchay, in Thailand, a care home providing care for older people with dementia and Alzheimer’s disease from the global North. I treat Baan Kamlangchay as one concrete example of emerging circuits of transnational care/reproductive labour in order to investigate the interrelations between disability and wider global bio-political inequalities. Using the concept of ‘biolegitimacy’, I discuss the power dynamics in the relationships between the racialised and gendered care workers in the centre and (white) disabled residents. I argue that debility, understood as the flexible gradation of dis/ability and in/capacity, allows us to better understand these novel forms of embodied precarity and their political implications in global contexts.     

Contextualizing the Construction and Social Organization of the Commercial Male Sex Industry in London at the Beginning of the Twenty-first Century

Feminist theories are concerned to analyse how women can transform society so that they are no longer subordinated, by understanding how patriarchal relations control and constrict them.(Abbott and Wallace, 1997: 284)Feminisms start from the position that women are oppressed within a society, which is patriarchal and socially constructed within knowledge which is malestream. This traditionally defines men such that they are rendered subordinate, within a social world constructed by men. Feminisms are engaged with making transparent patriarchal constructs, and illuminating the ‘spaces’ within which women-realities can become more visible.This paper presents research undertaken by two key services working with male sex workers in central London. The insights gained from this research are discussed, as they allow comparison between the traditionally subordinate position of women and the contextual experiences of the ‘hidden’ population of male sex industry workers. It demonstrates, that like women, for male sex workers, hegenomic and heterosexist constructs ensure that they also occupy a subordinated position within society.