Meaningful Work through Social Contribution M. Teresa Cardador May Meaning Meeting May 15, 2008.

Meaningful Work through Meaningful Work through Social ContributionSocial Contribution

M. Teresa CardadorM. Teresa Cardador

May Meaning MeetingMay Meaning MeetingMay 15, 2008May 15, 2008

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Setting the Stage…Setting the Stage…

DissertationDissertation About half of data collectedAbout half of data collected Just started codingJust started coding

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OverviewOverview

Thumbnail sketch of dissertation Thumbnail sketch of dissertation Preliminary dataPreliminary data Reactions to dataReactions to data

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Meaning and ContributionMeaning and Contribution

The service we render to others is really the rent we pay for our room on this earth. It is obvious that man is himself a traveler; that the purpose of this world is not “to have and to hold” but to “give and to serve.” There can be no other meaning.---Sir Wilfred T. Grenfell

Don’t aim at success…For success, like happiness, cannot be pursued; it must ensue as the unintended side effect of one’s personal dedication to a course greater than oneself.

---Victor Frankl, Man’s Search for Meaning

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Meaning and Contribution Meaning and Contribution through Workthrough Work

Work is a major avenue through which Work is a major avenue through which we can improve the lives of others we can improve the lives of others (Baumeister & Vohs, 2002)(Baumeister & Vohs, 2002)

Workers desire the opportunity to benefit Workers desire the opportunity to benefit others and find meaning in the ability to others and find meaning in the ability to do so do so (Gerber, 2006; Grant, 2007; Martin, (Gerber, 2006; Grant, 2007; Martin, 2000; Wrzesniewski, 2003)2000; Wrzesniewski, 2003)

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Yet…Yet…Opportunities to experience meaningfulness through a Opportunities to experience meaningfulness through a

sense of contribution may be harder to come by:sense of contribution may be harder to come by: Shift to large organizations makes individual Shift to large organizations makes individual

contributions more difficult to see/realize contributions more difficult to see/realize (Elliott & Turnbull, (Elliott & Turnbull, 2003)2003)

Increased downsizing, contingent, part-time Increased downsizing, contingent, part-time arrangementsarrangements (Arthur & Rousseau, 1996)(Arthur & Rousseau, 1996) have resulted in have resulted in weakening of attachments to organizationsweakening of attachments to organizations (Bettis, et al., (Bettis, et al., 1992)1992)

Workers find it harder to see how personal aspirations Workers find it harder to see how personal aspirations connect with social aspirations, or a common good connect with social aspirations, or a common good (Bellah, et al., 1985)(Bellah, et al., 1985)

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Central Problem/QuestionsCentral Problem/Questions

People desire the opportunity to have a positive People desire the opportunity to have a positive impact on others through work, YETimpact on others through work, YET

Modern work may make this more difficult to realizeModern work may make this more difficult to realize

1)1) How do workers make contributions to others How do workers make contributions to others through work?through work?

2)2) When and why are these contributions When and why are these contributions meaningful?meaningful?

3)3) What factors influence worker ability to What factors influence worker ability to experience a sense of contribution? experience a sense of contribution?

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In Short:In Short:

My purpose is to elaborate theory My purpose is to elaborate theory concerning the nature of social concerning the nature of social contribution through work, the factors contribution through work, the factors which contribute to it, and its relationship which contribute to it, and its relationship to meaningful workto meaningful work

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What is Social What is Social Contribution?Contribution?

Occurs when individuals perceive that Occurs when individuals perceive that they make a they make a positive impactpositive impact on on othersothers through workthrough work (Keyes, 1998)(Keyes, 1998)

Includes both obligatory and chosen actions Includes both obligatory and chosen actions (in-role and extra-role)(in-role and extra-role)

PerceptualPerceptual

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Research ContextResearch Context

Banking IndustryBanking Industry Workers have opportunity to impact Workers have opportunity to impact

multiple individuals/groupsmultiple individuals/groups

Diversity of missionsDiversity of missions Common perception that social mission Common perception that social mission

creates potential for meaningful work, creates potential for meaningful work, and commercial mission equates with and commercial mission equates with concern for moneyconcern for money

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Contrasting Case Study – Contrasting Case Study – (Eisenhardt, 1989; Yin, 1984)

unique mission and ideologiesunique mission and ideologies A.A. Credit UnionCredit Union

B.B. Commercial Commercial Bank Bank

“Banks are conditioned to push a money-making idea until it breaks. Risk management is for the faint of heart and those not driven by massive bonuses for generating profits. It's a system that works for those working the system.” --WSJ March 2008

“Credit unions didn't play the, ‘Hey, there's more profit to be had by loosening our [lending] standards because they're member-owned, any dollar that's lost is a dollar of the membership's money, not some faceless shareholder, [so] they don't take the risk." --WSJ, April 2008

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Data Collection: InterviewsData Collection: Interviews

OrganizationOrganization Unique missionsUnique missions

Hierarchical Position (3)Hierarchical Position (3) may experience differential levels of social may experience differential levels of social

contribution contribution may experience the mission differentlymay experience the mission differently

Have done the credit union thus far (3 branches, 22 Have done the credit union thus far (3 branches, 22 employees)employees)

Brief description of credit unionBrief description of credit union

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Really, really preliminary Really, really preliminary data….data….

1.1. Targets of social contributionTargets of social contribution

2.2. Relationship between social contribution and Relationship between social contribution and meaningfulnessmeaningfulness

3.3. Organizational influences on sense of Organizational influences on sense of contributioncontribution

4.4. A note about the nature of meaningfulnessA note about the nature of meaningfulness

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1. Targets of Social 1. Targets of Social ContributionContribution

Members: IndividualMembers: Individual CoworkersCoworkers BossesBosses PeersPeers

Other Departments/OrganizationOther Departments/Organization SubordinatesSubordinates Members: As a groupMembers: As a group

FamilyFamily Larger community Larger community (e.g., strip mall vendors)(e.g., strip mall vendors)

Individuals: Work

Groups: Work

Individuals/Groups: Non-Work

* * All social contribution seems to be “local”All social contribution seems to be “local”

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It’s everything to know that what I’ve done makes a difference…the importance is, It’s everything to know that what I’ve done makes a difference…the importance is, how well did I do with the tools I had? And how well I did is defined by how many how well did I do with the tools I had? And how well I did is defined by how many people would remember me if I was gone? How many people did I have an influence people would remember me if I was gone? How many people did I have an influence or a touch or have meaning to? Whether it was for one specific transaction over a or a touch or have meaning to? Whether it was for one specific transaction over a length of time - how many people were better because they knew me? How much of length of time - how many people were better because they knew me? How much of what I believed in was I able to impart on others and spread geometrically…I would be what I believed in was I able to impart on others and spread geometrically…I would be lost if I didn’t feel that connection, if I felt like either I was the only one that was lost if I didn’t feel that connection, if I felt like either I was the only one that was gaining because yeah, I’ve become some expert and I was vastly wealthy, but I did so gaining because yeah, I’ve become some expert and I was vastly wealthy, but I did so at the expense of others, that wouldn’t do anything for me, and nor would it do at the expense of others, that wouldn’t do anything for me, and nor would it do anything for me to have all of this knowledge and have the ability, but to not be able to anything for me to have all of this knowledge and have the ability, but to not be able to touch anybody with it. (3217)touch anybody with it. (3217)

2. Relationship Between 2. Relationship Between Social Contribution & Social Contribution & MeaningfulnessMeaningfulness

Types of contribution might be associated with Types of contribution might be associated with unique sources of meaningfulness?unique sources of meaningfulness?

Target of ContributionTarget of Contribution Source of MeaningfulnessSource of Meaningfulness MechanismMechanism

Members (as a Members (as a group), subordinates, group), subordinates, family, larger family, larger communitycommunity

Sense of purposeSense of purpose Being part of something larger;Being part of something larger;

ConnectednessConnectedness

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EMPLOYEES: If I just came in here everyday and you didn’t forge any forms of EMPLOYEES: If I just came in here everyday and you didn’t forge any forms of relationships and so forth over time, by the fact that you’re having an impact on relationships and so forth over time, by the fact that you’re having an impact on somebody else and vice versa, them having an impact on you, I think it would be pretty somebody else and vice versa, them having an impact on you, I think it would be pretty empty over time. You may as well just work in a room by yourself and not have any empty over time. You may as well just work in a room by yourself and not have any interaction with people…I’m with my employees and my peers five days a week and you interaction with people…I’m with my employees and my peers five days a week and you forge those much deeper relationships. The customer part of it is there—that’s our forge those much deeper relationships. The customer part of it is there—that’s our common bond. Our interests are to take care of the customers and provide them the best common bond. Our interests are to take care of the customers and provide them the best service that we can, but the relationships and the real meaning of it all comes from the service that we can, but the relationships and the real meaning of it all comes from the employees and peers you work with everyday. (3219) employees and peers you work with everyday. (3219)

MEMBERS: So, I just feel good knowing that they can come here and not be judged, not MEMBERS: So, I just feel good knowing that they can come here and not be judged, not be criticized, that it’s kind of a safe place. If you’re ever in the lobby on a payday and you be criticized, that it’s kind of a safe place. If you’re ever in the lobby on a payday and you see them, they haven’t seen each other in months and, “Hi, how are you?” and “Where see them, they haven’t seen each other in months and, “Hi, how are you?” and “Where you at now?” It’s their own little family out there, too and it’s nice to see that. And they you at now?” It’s their own little family out there, too and it’s nice to see that. And they count the credit union as part of the family, too.(2116)count the credit union as part of the family, too.(2116)

2. Relationship Between 2. Relationship Between Social Contribution & Social Contribution & MeaningfulnessMeaningfulness

Target of ContributionTarget of Contribution Source of MeaningfulnessSource of Meaningfulness MechanismMechanism

Coworkers, individual Coworkers, individual membersmembers

Sense of BelongingnessSense of Belongingness Feeling part of a distinctive Feeling part of a distinctive communitycommunity

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You want them (subordinates) to have that loyalty and that trust and when you You want them (subordinates) to have that loyalty and that trust and when you can see that happening slowly over time, you know, just what you can do can see that happening slowly over time, you know, just what you can do because when you have someone like—I’ll share Mary’s name, she’ll always because when you have someone like—I’ll share Mary’s name, she’ll always tell people, “You were the best manager I’ve had and I’ll do anything for you.” tell people, “You were the best manager I’ve had and I’ll do anything for you.” Those kinds of things that I don’t expect to hear that, but when she does say it, Those kinds of things that I don’t expect to hear that, but when she does say it, it’s like, “Wow,” you don’t realize how much you meant to that person or what it’s like, “Wow,” you don’t realize how much you meant to that person or what you did for them. (2116) you did for them. (2116)

I think it makes me feel like a better team player like I’m actually participating I think it makes me feel like a better team player like I’m actually participating and involved in the whole credit union.(1222)and involved in the whole credit union.(1222)

2. Relationship Between 2. Relationship Between Social Contribution & Social Contribution & MeaningfulnessMeaningfulness

Target of ContributionTarget of Contribution Source of MeaningfulnessSource of Meaningfulness MechanismMechanism

Other departments, Other departments, subordinates, peerssubordinates, peers

Being part of a teamBeing part of a team Feeling valued and competent, Feeling valued and competent, having something to givehaving something to give

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3. Organizational Influences 3. Organizational Influences on Sense of Contributionon Sense of Contribution

Position: What I doPosition: What I do

Mission: Why we are hereMission: Why we are here

Identity of Members: Who we serveIdentity of Members: Who we serve

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Position & Sense of ContributionPosition & Sense of Contributionrelated to opportunities for certain types of contributionrelated to opportunities for certain types of contribution

From the “Top”From the “Top”It’s meaning on every level. I find meaning in the ability to It’s meaning on every level. I find meaning in the ability to have some influence and set have some influence and set direction for employees and help them achieve their own career goals. I find meaning in direction for employees and help them achieve their own career goals. I find meaning in helping set a course for a financial institution that can truly improve the qualities of lives helping set a course for a financial institution that can truly improve the qualities of lives for people that provide a very meaningful service to our society.for people that provide a very meaningful service to our society. I look at it as though the I look at it as though the men and women of the police department are out doing the things that none of us either can do men and women of the police department are out doing the things that none of us either can do or want to do to keep us safe and our businesses prosperous. And if we can find a way to take or want to do to keep us safe and our businesses prosperous. And if we can find a way to take one worry out of their equation, that’s great. And people’s finances, next to their health, tend to one worry out of their equation, that’s great. And people’s finances, next to their health, tend to be the biggest aspect of their lives. (3217)be the biggest aspect of their lives. (3217)

FrontlineFrontline……you can really see that you can really see that you’ve turned someone’s life aroundyou’ve turned someone’s life around—and it’s funny because when —and it’s funny because when somebody is in a horrible credit position, one day you start talking to them and they’re almost somebody is in a horrible credit position, one day you start talking to them and they’re almost embarrassed and their body language shows it and the day after—the day comes where embarrassed and their body language shows it and the day after—the day comes where everything’s been completed and we’ve got all the paperwork and we know that these checks everything’s been completed and we’ve got all the paperwork and we know that these checks are gonna get paid off and we’ve filled out disputes to get their credit repaired, they’re just are gonna get paid off and we’ve filled out disputes to get their credit repaired, they’re just like—like—and they’re hugging me and kissing me and saying, “Oh my god, you’re an angel,” that’s and they’re hugging me and kissing me and saying, “Oh my god, you’re an angel,” that’s what it’s about. You get emotional. It’s pretty powerful.what it’s about. You get emotional. It’s pretty powerful. (1115) (1115)

Being Caught in the “Middle”Being Caught in the “Middle”Well, when we went to this whole leadership development program, it just—you would hear the Well, when we went to this whole leadership development program, it just—you would hear the managers of the front office, “Members this and when we do this and we do that” and honestly, managers of the front office, “Members this and when we do this and we do that” and honestly, back office, back office, we’re in the back office, we’re not in the spotlight, we’re not…we’re in the back office, we’re not in the spotlight, we’re not… So, that’s where So, that’s where that division comes in and I’ve brought that up at our—we have weekly manager meetings and I that division comes in and I’ve brought that up at our—we have weekly manager meetings and I finally said, finally said, “You know, I realize that front office has interaction with the members and I “You know, I realize that front office has interaction with the members and I realize that they are a critical part of the organization, but we’re keeping track of all these realize that they are a critical part of the organization, but we’re keeping track of all these transactions, we’re also a critical part and I feel like we’re getting shorthanded.”transactions, we’re also a critical part and I feel like we’re getting shorthanded.” (2120) (2120)

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Mission & Sense of Mission & Sense of ContributionContributionprovides focus for employees, provides clarity for goals provides focus for employees, provides clarity for goals and servicesand services

Yeah, because Yeah, because you have a true picture of what you’re trying to you have a true picture of what you’re trying to accomplish.accomplish. If I was sitting there and I was like, “I don’t know what I’m trying If I was sitting there and I was like, “I don’t know what I’m trying to do. I know I’m trying to help people, but I don’t know in what way,” to do. I know I’m trying to help people, but I don’t know in what way,” we we know in what way. All of us are on the same page of how we’re know in what way. All of us are on the same page of how we’re supposed to help them in their financial needs.supposed to help them in their financial needs. (2108) (2108)

And again, And again, that mission statement is what I do.that mission statement is what I do. There’s no other way to There’s no other way to sort of, to put that. My job description says one thing, but really I’m doing sort of, to put that. My job description says one thing, but really I’m doing that. I’m helping to help them {the members} to be fiscally responsible and that. I’m helping to help them {the members} to be fiscally responsible and help them with products and services.…help them with products and services.…If it’s our mission then we sort of If it’s our mission then we sort of set up our products and services and culture around that, so that we do set up our products and services and culture around that, so that we do have those good results.have those good results. (2118) (2118)

Well, you know what, when I applied here, I just got the feeling that—I don’t Well, you know what, when I applied here, I just got the feeling that—I don’t know, there was just a feeling that this is the place I think I’d want to know, there was just a feeling that this is the place I think I’d want to work….Maybe because I believe in the mission statement, but even though work….Maybe because I believe in the mission statement, but even though it’s our mission statement, maybe that’s just how I operate. So to me, it’s our mission statement, maybe that’s just how I operate. So to me, I don’t I don’t focus on the mission statement because I live it.focus on the mission statement because I live it. (1115) (1115)

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Identity of MembersIdentity of Members& Sense of Contribution& Sense of Contributionfacilitates clarity, focus, sense of caringfacilitates clarity, focus, sense of caring

Well, for me personally, I’ve always had an affinity for law enforcement. And so again, it’s another Well, for me personally, I’ve always had an affinity for law enforcement. And so again, it’s another example of being able to capitalize on what you’ve done previously and the skills you’ve developed example of being able to capitalize on what you’ve done previously and the skills you’ve developed to help somebody that means something to you. I certainly know it would not be the same for me, to help somebody that means something to you. I certainly know it would not be the same for me, had I answered an ad for a community credit union…I don’t know that I would get the same had I answered an ad for a community credit union…I don’t know that I would get the same gratification and I don’t—I think the ability to create a distinction would be diluted. gratification and I don’t—I think the ability to create a distinction would be diluted. I think identity is I think identity is very important.very important. You’ve gotta know who you are and why you’re there and what you’re doing You’ve gotta know who you are and why you’re there and what you’re doing and who you’re doing it for. And any time you take something out of that or water it down a and who you’re doing it for. And any time you take something out of that or water it down a little bit, I think it’s just harder to achieve that.little bit, I think it’s just harder to achieve that. (3217) (3217)

I think just because of the way that the members are makes it feel differently, but I’ve worked at I think just because of the way that the members are makes it feel differently, but I’ve worked at other credit unions where we did serve the whole community and I guess it didn’t— other credit unions where we did serve the whole community and I guess it didn’t— what we did what we did there didn’t seem like it has as much impact as what we do here.there didn’t seem like it has as much impact as what we do here. Like Like we tailor our services we tailor our services specifically for our members, whereas there we didn’t really have a way to tailor it to specific specifically for our members, whereas there we didn’t really have a way to tailor it to specific members because everybody was different, which here they all have the same type of members because everybody was different, which here they all have the same type of profession, so we can—we know more about the profession and can tailor it more to them.profession, so we can—we know more about the profession and can tailor it more to them. (1101)(1101)

..when I have people at my desk, sometimes they need—for some reason, it’s like we are like that ..when I have people at my desk, sometimes they need—for some reason, it’s like we are like that bartender or we’re the close psychologist for them—or for me, I don’t know…If you can come here bartender or we’re the close psychologist for them—or for me, I don’t know…If you can come here and feel comfortable enough to unload, we’re not gonna turn them away. It’s part of the package. and feel comfortable enough to unload, we’re not gonna turn them away. It’s part of the package. And with the police officer, there’s just not a lot of places they can go to and feel comfortable And with the police officer, there’s just not a lot of places they can go to and feel comfortable and at ease and this is a place they do. So, I take pride in that. This is one of the places and at ease and this is a place they do. So, I take pride in that. This is one of the places where they feel—it’s kinda like being at their station.…And they’re very—they don’t trust a lot where they feel—it’s kinda like being at their station.…And they’re very—they don’t trust a lot of people and I think when they do trust you, you know I think it’s just with everything.of people and I think when they do trust you, you know I think it’s just with everything. (1115) (1115)

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4. A Note About the Nature 4. A Note About the Nature of Meaningfulness…of Meaningfulness…

For most, not grandiose; rather fleeting, fragile or For most, not grandiose; rather fleeting, fragile or momentarymomentary

Meaningfulness is an “emergent accomplishment”Meaningfulness is an “emergent accomplishment”

……but it’s very fleeting because by the nature of what we do, there’s but it’s very fleeting because by the nature of what we do, there’s always a next. You keep it and you keep it for that moment, but always a next. You keep it and you keep it for that moment, but then there’s always another phone call, there’s always another then there’s always another phone call, there’s always another crisis, there’s always another something and we’re on to the next. crisis, there’s always another something and we’re on to the next. So, it can be fleeting. You do sort of experience that job well doneSo, it can be fleeting. You do sort of experience that job well done— (then) somebody’s yelling at you or you have to do that same — (then) somebody’s yelling at you or you have to do that same situation for the next person. (2118)situation for the next person. (2118)

More “moments” = More meaningfulness?More “moments” = More meaningfulness?

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Reactions?Reactions?

What is the most interesting?What is the most interesting?

What should I follow-up on with contrast What should I follow-up on with contrast organization?organization?

Concluding ThoughtsConcluding Thoughts

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THANK YOU!THANK YOU!

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Important Dimensions of Important Dimensions of Social ContributionSocial Contribution

Direct ContactDirect Contact FrequentFrequent Visible EffectsVisible Effects Identity of Member - hero, proud population, don't trust Identity of Member - hero, proud population, don't trust

just anyone - feeling that you know them and care just anyone - feeling that you know them and care about themabout them

Nature of service - affects people livesNature of service - affects people lives Both in-role/extra-role - proactvityBoth in-role/extra-role - proactvity Identity of Recipient - nice versus not nice, treat with Identity of Recipient - nice versus not nice, treat with

respect vs. not – doesn’t change whether you help but respect vs. not – doesn’t change whether you help but HOW you feel about it - impact is socially constructedHOW you feel about it - impact is socially constructed