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BJSW Advance Access originally published online on October 3, 2005
British Journal of Social Work 2006 36(1):139-147; doi:10.1093/bjsw/bch328
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© The Author 2005. Published by Oxford University Press on behalf of The British Association of Social Workers. All rights reserved.

Social Work, New Public Management and the Language of ‘Service User’

Kristin Heffernan, PhD

Kristin Heffernan graduated with her PhD from Boston College, Boston, Massachusetts in the USA in 2004 and is currently the BSc Social Work (Hons) Program Director at Royal Holloway, University of London. Her research interests include the study of how language influences social work practice, leadership in social work, inequality and multidisciplinary collaboration.

Correspondence to Kristin Heffernan, Royal Holloway, University of London, Department of Health and Social Care, Arts Building, F5, Egham TW20 OEX, UK. E-mail: kristin.heffernan{at}rhul.ac.uk

The purpose of this paper is to offer insight into the possible consequences of language developed at the political level by an authoritative body for the purpose of designing social policy that is then adapted as discourse in social care. The focus is on the UK government’s policy toward the language of ‘service user’ in the context of New Public Management (NPM). It begins with a brief introduction on the importance of language. Next, it outlines the move towards NPM and changes that have facilitated the shift from ‘client’ to ‘service user’, presenting some of the implications these changes have had on social work in Britain. Finally, it details the possible detrimental effects of labelling language, and discusses research from other countries on preferred terms of reference for individuals who use health and social care services.

Keywords: Social work, language, service user


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