Gérard Valléry

Implantation des messageries électroniques en Gendarmerie Nationale : quelles incidences sur la communication et l’information ?

Resume Cette recherche intervient un an apres le deploiement de plusieurs messageries electroniques au sein de la Gendarmerie Nationale. L’objectif est d’etudier leur utilisation et leurs incidences sur la communication et la gestion de l’information, compte tenu des specificites de cette institution militaire. Notre methodologie articule des entretiens semi-directifs aupres de gendarmes et commandants avec des observations en situation reelle de travail. Les resultats revelent une integration rapide des messageries par ces agents. Celles-ci favorisent une circulation rapide mais parfois trop dense des informations, des communications plus faciles avec les collegues et civils, un commandement plus accessible et tres sollicite, et enfin une transparence qui pour certains se transforme en sentiment de controle.

Conditions of Use and Adoption of Digital Tools: Results from a Field Study on Airport Reception Agents

The use of information and communication technologies (ICT) has spread widely in our personal life as well as in the workplace. The design of these tools can contribute to increased business productivity. In a service relationship context, the challenge is not only to deliver a service but also to improve customer satisfaction. Becoming a relational brand implies an exemplary level of listening, service and responsiveness across all channels of interaction. In order to deal with these expectations, some airline companies have developed software on digital tablets. The aim of this tool is to allow sedentary workers, in charge of meeting customers at airports, to access all the data relating to them in real time, such as their journeys and their luggage for example. This situation raises several issues related to models of task definition and working organization. A study was carried out in order to explore these “digitized” environments and particularly to understand how this technology has been adopted by airport reception agents. The goal is to identify the factors that encourage, or hinder, their use. The method is based on a field observation of real work activity in order to analysis the user’s tasks by using this tool in a real life situation. The data collected has been combined with individual and collective feedback during interviews that were held. The key factors of use were also collected via an on-line survey. Results show how use of the tablet, in particular centralizing information contributed to helping airport agents to increase their responsiveness and performance for passengers. In addition, the agents claimed that the tool facilitates the accomplishment of their tasks and improves their ability to react. The development of digital tools also brings a positive image: one of a modern and reactive company. For the agents, it is essential, they felt that they gain in credibility and that they are valued. Nevertheless, although a majority of agents integrated the tablet into their daily practices, misappropriations of use were created. These adjustments led to a profound change in the work, which led to a re-consideration of the work of ground staff. The development of digital tools implies a real challenge to the job, knowledge and know-how. Regarding the speed at which technological developments are growing and the major changes that they bring, the question of the connections between work, health and use seems important.

Développement de la santé au travail : complémentarité de l’analyse de l’activité et des représentations du risque: Retours sur un dispositif de conception participative de l’organisation du travail en présence de risque biologique en milieu hospitalier

Cet article illustre la diversite des potentialites de la psychologie du travail et de l’ergonomie, en se basant sur une recherche-action conduite en milieu hospitalier, mobilisant une complementarite de pratiques. Dans un contexte de conception organisationnelle de situations de travail presentant un risque biologique, l’etude vise a concilier les enjeux de prevention des risques professionnels et d’efficacite du travail, qui visent ensemble le developpement de la sante au travail.L’analyse de l’activite est enrichie des representations du risque, dans une visee preventive et developpementale de la sante au travail.Cet article prend la forme de deux retours d’experience sur l’integration de methodes et analyses complementaires, dont la rencontre se fait autour de l’activite de travail. Nos resultats montrent comment l’analyse de l’activite peut beneficier de la prise en compte des representations individuelles et collectives pour la co-conception de situations de travail et leur amelioration continue. Les enjeux de developpement de la sante au travail, s’appuyant sur des ressources individuelles, collectives et organisationnelles, sont ainsi mis en lumiere.

Impact of ICTs on leadership practices: representations and actions

Purpose – The purpose of this paper is to present the results of field research carried out within a civil army corps responsible for the security of people and property. Design/methodology/approach – The study deals with e-leadership as it leadership practices related to information and communication technologies (ICTs). Findings – Having initially described the position of ICTs in current workplace contexts, the authors review the question of the role of leadership as well as that of knowledge acquired in e-leadership. Practical implications – The results reveal variations in the use of ICTs in leadership situations, which find their origins in multiple determinisms related to the types of task, the technological tools and the constraints inherent to customary situations. Originality/value – These conclusions are discussed in the light of research centered on the predictive variables arising from the adoption of technologies in the context of the workplace.

Travail d’articulation et organisation de travail : Etude dans un collectif de l’enseignement public

Resume Le travail d’articulation est une activite permettant de faciliter le travail d’autres personnes ou d’atteindre les objectifs d’un collectif de travail dans son ensemble. Il est necessaire au fonctionnement coordonne d’une organisation, mais souvent meconnu et rarement considere comme une activite a part entiere. Nous avons cherche a savoir si l’organisation du travail pouvait influencer l’existence du travail d’articulation. Nous avons donc analyse le travail d’articulation realise entre 2 individus en lien avec la proximite des espaces de travail, le temps de presence commun, la proximite des fonctions, et le degre d’interdependance dans le travail. Parmi ces facteurs, seul le degre d’interdependance explique de facon significative les variations de travail d’articulation selon les individus.