Final paper

Final Paper
Yocelin Baeza
California State University, Fresno

















Introduction
I chose to study a group of employees who work in a coffee/gift shop located inside a hospital in a remotely poor area in the central valley. This group is responsible for serving coffee and pastries to staff as well as visitors. Not only are they responsible for serving drinks and delicious pastries, half of the shop is dedicated to gift shop items targeted to customers. In order to research this group thoroughly I first observed, then interviewed and then analyzed public documents. My goal in researching this group is to obtain knowledge that would be useful for understanding how this particular group interacts with one another, how their behavior changes depending on different situations, and how the group feel about themselves in that group. What I found regarding my research was that employees from this group obtain different roles, act in a way that carries meaning, display different front stage and backstage behaviors all depending on the definition of the situation.

Literature Review
The article, "integrating dark humor and compassion: identities and presentations of self in the front stage and back regions of hospice," by Cindy L. Cain stems off of Goffman's (1959) writings about front stage and backstage behaviors. This article includes findings about front stage and backstage personalities of hospice care workers and how these acts helps them in delivering caring and compassionate care to their patients and their family. According to Goffman, the front stage self is when a person is expected to conform and act in a way that matches their social setting. For example, in this situation hospice workers are expected to be compassionate and caring to their patients at all times because that is their role. An example of this would be when one of the patients in this study was asking where she was, and like many others who are in hospice care, her cognitive memory is not so great. The workers calmly assured the patient that she was in a safe place and would be taken care of. The calm and composed front stage of the workers helped patients be at ease. As Goffman (1959) says, conforming to the expectations of the social setting, helps build a "collective representation" of reality. This collective representation is essential in this kind of care. The backstage behavior allows workers to release the stress and anxiety they feel. One example of this that Cain observed was when workers would talk about death and dying. When one of the patients died, and one of the workers asked what he had died of, the social workers pointed at the nurse and said that they had killed him. They can joke around about tough situations like this so they can continue to work in hospice care. Hospice workers tend to have a detachment towards death. Cain ultimately found that both the front stage and backstage are staged and are an important factor in continuing hospice work.
In the chapter "Looking-glass self" in the Encyclopedia of group processes and intergroup relations, Cooley's findings and contributions are discussed. Charles Horton Cooley is the mastermind behind the looking-glass self. The name refers to a mirror, to describe the idea of what we look like in the eyes of others. From there incorporating what they imagine into their own self-concept (Dunn 2010). Cooley found that the self is a product of interaction with the environment and reflections based on that interaction (Dunn 2010). The looking-glass self has inspired many other concepts such as symbolic interactionism which relies heavily on this concept that people develop a self-concept based on their emotional reactions to what they believe other people are thinking about them (Dunn 2010). Cooley's concept has 3 main principal concepts which are 1) the imaginations of our appearance to the other person, 2) the imagination of their judgment of that appearance, 3) and any kind of self-feeling (Dunn 2010). Cooley dove deeper into what it means to develop a self by observing his own children, focusing on his 3 year old daughter. He was intrigued by the way she used the words I, me and mine. He concluded that she could only be able to use those words by becoming aware of herself and others (Dunn 2010). He also worked on the concept of Appropriation, this is the process of children taking and owing things. According to this concept, Cooley concludes that a person's sense of self emerges from relations with their close and immediate group (Dunn 2010). Cooley argues the self-image also has a more stable image that can resist easy influences (Dunn 2010). Many others are continuing to build off of Cooley's ideas such as George Herbert Mead, he expanded on Cooley's theory by showing how society influences and changes the values of the individuals within it.
Chapter five in "Symbols, selves and social reality" focuses on Role taking, Role making, and the coordination of action. We may share the same perspective and may act similar because we are sharing the same definition of the situation (Dillon 2013). The definition of the situation becomes more and more real when we are observing and enacting the shared experience (Dillon 2013). For example, when we pull up to a McDonalds drive through, the situation is established. The employee greets us and asks what we want and we order and so forth. The definition of the situation will not always be shared. The example given in the book refers to parties. There are different kind of parties which display different kinds of definition of the situation (Dillon 2013). We can chose to leave a party that makes us feel uncomfortable or stay and engage. The reasoning behind why people have different experiences in the same situation is because our social experiences act as a "lens" in which we interpret and give meanings to situations (Dillon 2013). The book also points out the reasoning behind what shapes our definition of the situation, which are 1) beliefs and categories which we have acquired from our group, 2) the rules and role performances that we draw on and enact in a given context. In order to perform the right actions in a situation we must learn when, where and why (Dillon 2013). One of the ways we know how to act in a situation is knowing which role we are in. Roles are essential, allowing us to first mentally process our behavior to match our actions to that of others (Dillon 2013). One of the ways we can do this is by Role taking. Role taking is the process in which we evaluate ourselves from someone else's point of view and we decide accordingly how to act. Changes can be made about ourselves, this is called Role making. Role making is important when switching from role to role, thus calling the old role an "Ex" (Dillon 2013). Role taking is key to be able to "align actions," this is the way we coordinate our behavior with others (Dillon 2013). Motives refers to explanations for our actions. Motivations refers to internal drives within ourselves. These are the main points for this chapter for understanding roles in a different light.
Chapter four in the book "Symbols, selves and social reality" discusses the nature and significance of the self. There's a psychological and sociological perspective. The psychological perspective defines the self as their own unique self-composed of personality traits, beliefs, motives, and traits (Dillon 2013). Interactionists put their input by defining the self as a person's subjective stream of consciousness such as perceptions, thoughts, feelings etc. (Dillon 2013). Symbolic interactionist rely heavily on the ideas of Herbert Mead. Mead discusses the words "i" and "me" and how we engage in thought when we are trying to understand the definition of the situation. This can otherwise be known as self-indication (Dillon 2013). Mead also came up with the notion that the self is a social structure because of the deep connections with others which language plays a big role in (Dillon 2013). Structural interactionists focus on the nature of the self-concept. Structural interactionist look at how our self-concept affects our behavior. Our attitudes about ourselves shape our self-concept (Dillon 2013). We have a physical self, social self, reflective self and oceanic self. All of these selves are combined to understand who we are. We often tend to compare ourselves as well. This shapes how we feel about ourselves. We also have self-efficacy which is our ability to be in control of what we feel and lift ourselves up and see past our faults.
Chapter eight is all about symbolic interactionism and concepts that have derived from it. George Herbert Mead provided insight into symbolic interactionism and is viewed as the founding father. He argues that the self does not just come to be, it is made out of influences, social influences (Dillon 2013). He also says that we are always processing what is going on around us and we are engaged in thinking. We develop our sense of selves through social interaction (Dillon 2013). We also communicate through symbols, gestures and languages. These symbols are universally shares (Dillon 2013). Cooley build off of meads theory with the looking glass self. We gain our sense of self through socialization. First through our primary group such as our close friends and family and then from the generalized other (Dillon 2013). Herbert Blumer Cline the term symbolic interaction to understand a better way at studying what was going on. Goffman also contributed to meads work by introducing roles and how it resembled being in a theatre. This can also be described as a Dramaturgical perspective. In which we engage in impression management in which we perform and hide the emotions we don't want others to see, this also includes a clear definition of the situation. Front stage and back stage concepts were important as well when thinking about roles. We all have front and back and it is constantly changing.

Methods
Methods: Ethnography
I observed my chosen group, which was the coffee shop employees for over the course of two weeks. This consisted of a few observations where I was in the Martian role. I was trying to observe the setting and people from an outsider's perspective. I observed on different days to make sure I could get different scenarios and situations. Spreading out the days I would observe helped me know how actions change regarding to certain settings and helped me understand the statuses and roles made up a person in the setting I am observing.
The first observation I conducted was on a Saturday, Sunday, Monday, and Tuesday. On Saturday, November 3rd, I observed around2:04 which is around the time I clock out from work. I am there observing for about an hour. The next notes are fromNovember11that 1:40 PM. This time I clocked out a 1:30 PM and observe for about 30 minutes. On November 12th, I observe the cafeteria and the gift shop and November 6th, I observe the gift shop again for 45 minutes. These observations all consisted of me playing the Martian role. In total, I completed 3 hours of observation on this group.
In my observation I used thick description and some sociological theories concerning themes such as symbolic interactionism. When I first arrived to the place where I was going to observe I immediately describe what is around me in thick description so that the setting is clearer. The theories I focused a great deal on was front stage and backstage behavior, meaningful action, and roles and statuses. I gathered data by looking for these theories and then later I analyzed them by using NVivo. NVivo is a computer program that allows us to analyze qualitative research. I analyzed and organized my data by creating nodes and forming word-frequency queries. The word cloud I made with Nvivo had the biggest word "customers" which says a lot about what the group is about.
The collection of data was easily accessible for me and my project. I enjoyed conducting these observations because I do not have to travel far or confront any barriers that will halt my research. The employee's all understood what I was doing as I had told them ahead of time that I would be conducting research. I could sense that they were at first a little nervous since someone would be watching them and how they work. I was in a Martian role while observing, and I was jotting notes while I was observing since it wasn't a setting where I could talk into the recorder. I feel like it was a great experience and I enjoyed it.
Methods: Interviews
I interviewed my chosen group, which were the coffee shop employees for a total of four interviews. I interviewed them at the coffee shop because that was the most convenient time for the participants. I did two interviews on one day, and one on another and the last one on another separate date. I did not choose to space out the interviews like so. The interviews were conducted right after work because it was a convenient time for my respondents and me as well; since we were in an area where an interview could be conducted. Observing people on different days helped me process what the last respondent said and helped me prepare for the next interviewee.
The first interview I conducted was on November 30th, two on December 1stand one on December 2nd. On November 30th, I had barely clocked out for my lunch and my co-worker was clocking out for the day so I asked if I could interview her. The interview lasted about 12 minutes. One December 1st, I asked to interview two of my coworkers after work. One took 11 minutes while one took 16 minutes to conduct. I waited until their shift was over to interview them. On December 30th, I interviewed my manager on my lunch. This interview lasted 26 minutes.
In my interviews, I analyzed for theories regarding emotion rules, front stage and backstage behavior, meaningful action, role taking, roles and statuses. I probed for my information regarding these topics. I was mainly focused on who this group is and what it represents. I gathered the data by conducting interviews and recording the interview with my phone. I then transcribed the audio interviews by hand and using media editor. Most of the time I just listened and typed since I wasn't in a place where it was appropriate to speak out loud. After transcribing them I uploaded those transcripts to Nvivo. Nvivo is a computer program that always us to analyze qualitative research. I made nodes regarding theories of emotion rules, front stage and backstage, meaningful action, role taking, roles and statuses.
The collection of data was relatively difficult. It was difficult because the people who I needed to interview all had busy schedules. This made it hard to find a time that worked for them. The good thing was that I conducted these interviews at my group's location which was convenient for me and the participants. It was interesting to hear the participants responses to my questions. Although the interview process was tough to set up, nonetheless I enjoyed it.
Methods: Content Analysis
I first chose to look around my group location in the coffee/gift shop. I have seen many flyers and signs around the shop but I have never really payed attention to them until I observed the shop closely. I took pictures of everything I believe would fall into the category of a public document. There were many documents pertaining to the services we provide in the shop as well as the services the hospital provides for its staff.
I then chose to go on the internet to find the remaining documents. I found only a few documents pertaining to my chosen group. This was where I chose to explore similar groups. After I gathered all the needed documents I transcribed them and then analyzed them using NVivo. Nvivo allows me to analyze qualitative research. I transcribed each document that had wording on it. I then created nodes to categorize them.
The collection of data was not easy for me. The group is small and limited in the number of documents they have.
Analysis
Observations
Thick Description
I did an observation Sunday, the 11th of the coffee shop. The café is located right next to the information desk and is a public setting. Often time's people don't even know we are in there because it is so easy to overlook. In my notes I described what I was seeing at a certain point in time,
Right next to the flowers is a metal microwave that has small Peet's to go oatmeal. The oatmeal cases are orange with light orange. Right next to the oatmeal there is a brown small wooden basket that is there for red vines. There is sugar scattered on the marble surface where people get cream and sugar for their coffee.

I was getting side tracked by all that's going on in the café, especially everything that's in there. It is amazing how much you notice when you are actually paying attention. The fact that there was sugar scattered on the counter indicates that something happened there. There was somebody there who dropped some sugar while preparing their afternoon coffee.
I then begin to observe the area I was sitting at,
I am sitting at a dark wooden table. The table looks scratched and appears to have
Coffee stains. There are 3 high chairs which have a cushion bottom. I am sitting directly across from the barista.

I all of a sudden became very aware of where I was sitting and in what conditions were the things around me in.
I then observe as I am walking into the cafeteria.
I walk into the cafeteria and there are a bunch of people running around doing their own thing. I walk towards the back of the cafeteria where the dishwasher area is. I see on the side of the sink is a little countertop for all the dirty dishes. I see the metal countertop, it is wet and there are debris all over. It looks like scraps of food.

I started to see the little details that many would probably overlooked.

Frontstage and Backstage
I found frontstage and backstage behavior while doing my observation. One of those observations I coded into the frontstage and backstage,
She is now asking water polo girl for advice. She is asking her while there are no customers in the gift shop. This type of behavior can be considered backstage behavior because she would not want to talk about that subject in front of customers. Typically, employees here are personal so they can ask for advice like that.

The act of asking for advice about personal life is not something an employee would do while a customer was around. Which is why I coded it into the backstage category.
Another thing I observed was people's personal struggles seeping into work life.
Up girl is eating cheesecake. Talks about political science. The emotion she is trying to suppress is stress. This is an emotion rule. She cannot work while feeling like that so she is eating the cheesecake we sell there. It is an unacceptable behavior to bring anxious and stressful feeling to work because it can interfere with the quality of work.

This is backstage behavior because employees would not be eating cheesecake while on the clock. I protected the employees name by giving her the nickname of "Up."
I then have an example of frontstage behavior.
There is meatloaf being made. One of the cooks (jokester) loudly says "harder, harder" he is teaching one of the new cooks who is older how to pound the meatloaf.

I gave the cook the nickname and status of jokester. The reason this is frontstage and not backstage is because this person does things like this on a daily basis. They perform for the cafeteria workers in order to entertain them.

Meaningful action
For meaningful action I observed on of the employees that I renamed as "red hair girl,"
Red hair girl always greets customers with a warming welcome. She smiles and says "hello, what can I get for you today? "This is meaningful action because it is a
Reaction to the customer and the customer reacts to her in a nice tone.

I coded this into the meaningful action category because acts in a way to get a reaction from the person on the other end which is the customer.
I then witnessed a sticky situation in which the employee I named "braces" found herself in.
And they wanted to pay with a hundred-dollar bill which the cashiers can't accept if the manager is not there. So, the customers started saying stuff under their breath on why couldn't braces girl do something so simple as to checking a hundred-dollar bill. Braces girl begins to empathize with them that she does acknowledge that it is an inconvenience. Braces girl calls manager over to check the bill

I coded this into meaningful action because braces girl reacted in a way which responded to the customers actions. She acted in a calm composed way although that's not the way the customer was acting.
I was reflecting on one of the observations I did and coded this quotes into the meaningful action category.
Ask them "can i get anything started for you?" that is meaningful action. That is the most important connection because the greeting sets the stage for the conversation.

I put this into the meaningful action category because I believed this phrase was the basis of customer service in the coffee shop. Most if not all always greeted customers with a smile and friendly greeting.

Roles
I noticed the roles that many of the employees had to abide by. One of them was,
The roles associated with Cashier does transactions at the register but also makes drinks that don't need to be made at the barista bar such as tea, drip coffee and cold brew. The roles red hair girl has is to greet customers and assist them when necessary but also to make connections with customers to provide that authentic coffee shop feel.

I understood the roles of the cashier just by observing what they were doing during their shift. This is what is expected of a cashier at minimum. I say at minimum because companies and managers are always expecting more.
I also observed teamwork in this setting. The roles of each employee changes depending on the definition of the situation,
Water polo is done with the line of drinks that she has and sees red haired girl making a drink for a customer. She then begins to help the next guest by saying hi is this all for you? To customers. The customer is a women and man who look about in their 30's. They ask about suggestions on what to order. Waterpolo suggests they get a blended drink and offers the mocha blast. She then begins to explain the ingredients in there, the mocha blast has mocha, espresso and ice cream

I have used the names water polo and red hair girl to describe two different employees. Once a task is finished such as making drinks, the barista can now help out in the register section. The role of barista is changed into the roles the cashier is assigned.
The role of a person is very easily identifies since they are in a location which is associated with their role such as,
The dishwasher jokes with me by saying "they just keep coming." The dishwasher in the morning is this short middle-aged man. He is quiet to most but can be talkative with people he has known for a while. His role is to wash all the dishes used on the first floor in the kitchen. I hear loud talking

The dishwasher is known by wearing his hair net, gloves, and apron. These are things I noticed but did not put into my notes. His role is to wash all the dishes used in the kitchen. Not just that but to also throw away trash. Like I said before, in this place more is expected of you than what is written in the job description.

Statuses
Statuses are positions one obtains, which can be different regarding the situation,
Her definition of the situation is different than the customer. She has to act appropriately and act in a way that matches company standards. The statuses that red hair girl has is to be cashier.

I was referring to red hair girl as having the status as cashier that day. The official statuses here can either be float, cashier or barista. This is why I coded this quote into the statuses category.
I also observed unofficial statuses. Such as,
The jokester also gets into a lot of pretend fights with the other cooks. He criticizes one of the cooks who attended culinary school, his name will be tattoos since he has tattoos on both of his arms. He jokes with him because tattoos frequently steams baby carrots and just puts garnish on it and calls it a dish. Jokester says I can make food better than you, you always make baby carrots.

I call these unofficial statuses because they are not assigned by managers or anything like that. The status of this cook was being a coke but being a jokester as well. You can tell this just by observing his interactions with other employees.
I also observed another unofficial status. Such as,
The status pinky had was float where their role is helping the other employees out. They have occasional side conversations while passing by each other. Every time a customer comes in they greet them with a smile

The employee who I named as pinky, has the status of a 'helper.' This is so because he does not really have any assigned role where she has to stay in a certain stop like cashier or barista.

Interviews
Emotion rules
I asked what type of emotions are unacceptable in this group. The response prompted the respondent to recall an incident that happened due to revealing emotions.
Respondent: Uhmm okay so this same very irritating coworker Got really frustrated with a customer so he made her very upset so she took it up to the higher level and complained about him so he got like a write up. So yeah
Interviewer: So usually acting in that sort of manner won't go by in this place?
Respondent: No, no. it shouldn't but sometimes it does.

Another respondent decided to look at my question regarding work between coworkers.
Respondent: probably anger. Cause you cant just be made at someone and spend like 7 hours working with them. That would be a rough day. Or you cant just like yell at customers

The manager gave a very thorough explanation about what is expected of employees of that group. It was very clear cut what he wanted in a person but also acknowledged that we are people and experience manny emotions.
Respondent: Expected emotions for us as customer service is to be, you know serving to be happy to be you know, Perky to be enthusiastic. Those are the expectations for someone in customer service because you know if you if you go into a restaurant or a cafe similar to ours you know and someone's like "How are you doing. What can I do for you" (monotone voice).you know you're going to perceive that as I'm never going to go back to that place which essentially will you know. Give you a progressive counseling or you know put you in a situation where you know we need to get this person out of here because they're just bringing everybody down and We're losing customers.

Front-stage & Backstage Behavior

I asked about behavior in front of coworkers and customers. The respondent replied in a very honest way.
Respondent: cause like the way you act with customers you just want to please them and make sure their satisfied. Whereas if I'm out in public and I see them I'm going to ignore them because I don't have to talk to people out in public so it's definitely different.

I asked the respondent how she thinks she interacts with coworkers. She definitely made it clear there was a line between coworker and friend. The respondent is more laid back with friends.
Respondent: umm I'd say different but I'm still nicer than I am to my friends friends. Cause like with my friends I'm like what up B.

When asked the question if whether behavior was changed in front of customers it was a yes. The respondent acted in a way to not be bothered.
Respondent: well uh I try to portray myself as a nice approachable person but them again I don't really like to talk to people so I just kinda like scurry away from people. Like when someone looks at me i be, turn my head and be like, don't talk to me, so yeah.

Meaningful action
When I asked about some actions they do in response to another, one person said,
Respondent: well yeah. You've basically have to get all your stuff done to please other people. Then other people will be pleased and be like oh I like working with her because she gets all her stuff done and shes good with people and knows her stuff.

They were doing things done in order to avoid negative criticism of their work ethic.
One of the interviewees responded that to avoid awkward confrontation among customers she has a technique she goes to.
Interviewer: Yeah or like when you're processing the credit card machine do you just stare at them?
Respondent: Uhh, Usually ill go like wipe down the counter or something just so theres really not that awkward moment at the moment

One of the respondents recalled an incident where she reacted to customers.
Respondent: Uhh well I kinda match peoples attitudes most of the time so Ill usually start off happy or if they are rude to me I'll kinda be rude back to them in a way. Like this one kid who always asks for water. I was helping other people because it was kinda busy. And he kind just started yelling like where's my water, I was like uhh excuse me? Go to the cafeteria like I'm not your mom. I'm not gonna get your water like get out. Or like there was this guy today in a wheel chair and he asked me if he could get cash back if he bought something and I told him no. And he yelled at me and said why everything has to be so difficult. Like there's an ATM.

The respondent did not literally say "go to the cafeteria I'm not your mom," just thought of saying that, but of course there was a big line so she was not going to act out of line. Instead she reacted in a calm and composed manner.

Role Taking
I asked interviewees about switching behaviors. One respondent touched on the difficulties one faces when there is not an extra person to relieve them for their break.
Interviewer: do you ever change your behavior during the day? Like switching to barista from cashier? Or doing the same thing at the same time?
Respondent: uh yeah I mean all the time. I mean I might be on bar. But for 30 minutes I have to be both things so I mean we have to blow up balloons, you have to do the cash register, you have to make all the drinks, and you have to answer the questions. So I mean there is a lot of switching in between.

There is also a lot of individualism in this group. One respondent was explaining to me that everyone has their own way of doing things. People do what works for them in this group.
Respondent: there, like when I was being trained, everybody had their own way of doing, making drinks there was I mean some people put different syrups in, I mean there's was so many different things you kinda like, everybody has their own style so I adapted lot of people ideas and I just went with it.

One respondent even admits she changes behaviors due to switching roles.
Respondent: during the day, uhmmm, no because if I start out as cashier I'm usually nicer to people throughout the whole day. Whereas barista I'm like whatta you want.

Changing and making up your roles is essential to finding what works for you. This group is very individualistic and embraces that.

Status
I asked respondents if any labeling goes on in this group. This was one of their responses:
Respondent: okay, um, some people are labeled as lazy. Cause they don't get all their task done or they do it in a bad way. And then some people are labeled as mean cause they say mean things and their very inappropriate. That's it.

One of the respondents replies in regards to what people label her. She is relatively new to the group.
Respondent: a newbie, I haven't been here very long. Other people have been here for a couple years. And I've only been here for four months.

I also got a response pertaining to what respondents wanted people to see them as.
Respondent: uhh, I hope hard worker, I try to get my stuff done. Uhh I don't want to leave a mess for the next person because then I feel like people will hate you.

In this group, most strive to be seen as a hard worker as a means to dodge any sort of drama.

Content Analysis
Ruling texts
I chose this document because it is reinforcing the idea that the holidays call for dessert.

Come and have some of our deliciously cheerful desserts. Holiday bakeshop.
This season bring home a sweet tradition.

There was a sign where you are served your food, it said,
Did you know...
In a standard meal, most restaurants provide double the calories you need?
We offer sensible portion sizes for good health. Know your calories. Choose well.

I believe this flyer is telling us the facts and justifying its reason for serving smaller sizes than regular restaurants.
There was also another sign near the area where people are being served. It is there to protect the group from getting in trouble if someone potentially got an allergic reaction.
Attention: food-allergic individuals
Our commitment to food transparency Please be aware that we handle and prepare egg, milk, wheat, shellfish, fish, soy, peanut and tree nut products and other potential allergens in the food production areas of our facility.

Claims
In this document, there is a very good analysis of meat eaters.
We all know we should eat less meat, right? It's better for the planet. It's better for the animals. We know that eating less meat is good for many reasons. But are we reducing our meat intake? For those that love meat but want to be mindful of their consumption, supermarkets and restaurants can be a tough place to navigate.

One of the things this flyer is implying is that pizza is delicious. It might not be delicious to everyone.
Iron city pizza. Pizza always taste better when its square!
There is a claim that tea is a superfood. This may not be the case for everyone.
This month's superfood is tea. Look for these and other exciting superfoods throughout your café
#drinktea
Perk up naturally


Framing
I chose to include this flyer because it is trying to shape and persuade how we see this organization.
"we are focused exclusively on providing food, nutrition and dining services to the
healthcare industries. Our client roster includes some of the largest and most prominent hospitals and health systems in the country."

I chose to include this example in this section because the document is written in a way where it will influence people to drink holiday drinks.
sip in the season
Dark chocolate orange mocha
Holiday spice latte
Peppermint mocha

In this flyer, they are claiming gelato is exceptionally better than ice cream.
Ice cream uses ice cream
Gelato uses whole milk
We have no artificial flavors or colors
50% less air than ice cream
More intense flavor and value for money

Collective action frames
I chose this poster because it is dedicated to a good cause. The goal of this movement is to donate toys so benefit local kids and the Poverello house.
Giving train, benefiting local kids at community & poverello house
Com aboard cmc's toy drive & make wishes come true
Donate an unwrapped toy by noon on Friday December 21

I chose to include this in this section because the group is involved in a movement. A movement to provide the freshest ingredients for staff and guests.
CRMC cares about your health and where your food comes from.
That is why we have partnered with food commons Fresno
To prepare dishes made with local organic produce grown at their road 20 farm in Madera
Sourcing the freshest seasonal ingredients is one of the many ways we care for our staff and guests.

I also chose this one because there is a movement. The movement is to help families of patients have a place to stay if they are from out of town.
Donate 1$ to Terry's house
Terry's house, located across the street from community regional medical center, is a home away from
home for out of town families of critically ill or injure patients.
Make a difference in someone's life TODAY

Typifications
There is a solution on this flyer. The solution is to provide on-site chair massages.
Book your appointments in the Luv your life app (or luvyourlife.me) today

I chose this document because it brings to the table the issue and what we should do.
to improve animal welfare, reduce our carbon footprint and improve our health, we as eaters must vote with our forks. We should all be eating less but higher quality meat.

I chose a flyer which talks about sustainable seafood because it provides the problem and a solution by including images of ocean-friendly seafood.
Sustainable seafood
There are only so many fish in the sea. Support ocean-friendly seafood.

Conclusion
I found that people act and react to things in their surroundings differently based on their definition of the situation. I observed the coffee shop and part of the cafeteria by being in the
Martian role. Then I analyzed the data and how it relates to theory. I interviewed three coffee shop employees and one manager from this group. I then analyzed these interviews to deep digger as to how it connects to sociological theories. These findings are useful for people wanting to see how groups interact in a coffee/gift shop setting.
I also found that this group has many different types of documents relating to the group. These documents related to sociological theories such as typifications, collective action frames, framing, ruling texts, and claims. There were intentional messages behind these documents such as a deeper meaning than meets the eye. I saw a lot of informational advertisement. These connections were easier to see when I analyzed the documents using Nvivo. I also analyzed the most used words that were in the documents I used. It is present that food and health have a big role in the group. This research was fun and interesting in understanding how people react in different situations. This information is useful
for that purpose.









Bibliography
Cain, L. C. (2012). Integrating Dark Humor and Compassion: Identities and Presentations of Self in the Front and Back Regions of Hospice. Journal of contemporary ethnography.
Dillon, M. (2013). Introduction to sociological theory : theorists, concepts, and their applicability to the twenty-first century. Retrieved from http://ebookcentral.proquest.com
Dunn, L. J. (2010) Looking-Glass self. Encyclopedia of group processes & intergroup relations.