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Coleman, N. (2009-03-31). This is the modern world! Working in a social services contact centre. In Modernising social work: Critical considerations. : Policy Press. Retrieved 26 Jun. 2022, from https://policypress.universitypressscholarship.com/view/10.1332/policypress/9781847420060.001.0001/upso-9781847420060-chapter-3.