Cracking jokes and crafting selves: Sensemaking and identity management among human service workers

Using interview and participant-observation data gathered among correctional officers, 911 call-takers, and firefighters, this study explores how humor enables human service workers to manage identity and make sense of their work in relation to preferred notions of self. In the face of trying job duties, humor serves employee identity needs through differentiation, superiority, role distance, and relief. Moreover, humor serves as a sensemaking vehicle through which employees select, maintain, reproduce, and reify preferred interpretations of work. The analysis characterizes humor as an unfolding, collaborative, and interactional practice that can play a key part in socializing newcomers, building knowledge, and constituting the organizing process.