- blue-collar service workers are multi literate because they not only read texts, but also people and situations
- purpose: to contribute to the development of understandings and policies that build more respect and recognition for service work to make sure that it does to become confused with servitude
- literate:
- having control of a socially accepted association among ways of using language, of thinking, and of acting that can be used to identify oneself as a member of a socially meaningful group
- a range of practices specific to groups and individuals of different cultures, races, classes, and genders
- literacy extends beyond individual experiences of reading and writing to include various modes of communication and situations of any socially meaningful group or network where language is used in multiple ways
- purpose: to explain that literate acts extend beyond reading a printed text to involve other modes of communication
- describing something to an individual customer to satisfy their private appetite requires the ability to read the menu and the customer
- the menu functions as a boundary object: it coordinates the perspectives of various constituencies for a similar purpose
- waiters use long descriptions and “magic words” to gain control of the conversation between them and the customer
- not being able to describe a menu item usually results in that item not being ordered
- waiters need to be able to interact with customers in a way that reflects the desired mood of the restaurant
- emotional labor: requires one to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others
- literacy practices in a restaurant involve interacting with texts and participants in rapid succession in small chunks
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