An official website of the United States government
Platform labor and gig work have become key sites for understanding a nascent future of work hallmarked by informalization and digitization. A growing body of research emphasizes how experiences of platform work are mediated not only by algorithms and user interfaces, but also by gender, race, local cultures as well as labor hierarchies. Drawing from ongoing ethnographic research on the digital transformation of healthcare, we show how therapists' experiences of platform labor are centrally shaped by the historical and ongoing feminization of mental health work. Platforms reinscribe feminized labor conditions that are pervasive in the healthcare industry, and yet platform labor appears as 'useful' to some therapists as they navigate a set of precarious career choices fundamentally structured by feminization. We use the analytic of the stopgap to describe platforms' two-fold reproduction of the status quo: first by offering an approximation of freedom to individual workers, helping to forestall a crisis of unsustainable work conditions; and second by reinscribing the same logics of exploitation in order to make labor scalable. This stopgap analytic reorients the focus away from the impact of the platforms technologies as such, towards the conditions that make stopgap solutions necessary for survival. It also points towards the importance of intervening in the conditions of exclusion and exploitation that help to create a market for platform stopgaps.
more »
« less
Navigating the empty shell: the role of articulation work in platform structures
Abstract This article explores platform workers’ strategies for producing sustainable, quality services within platform structures that simultaneously over- and under-determine their work. We present findings from interviews with U.S.-based mental health professionals (n = 48) working on teletherapy platforms. These therapists describe navigating both the presence of platformic controls and the absence of features supporting professional best practices and regulatory requirements. We describe this absence as the “empty shell” characteristic of platforms and argue that it is a central technique through which platforms create scale. Our findings detail the communicative strategies therapists employ to navigate the empty shell and provide quality care to their clients. These strategies can be seen as a form of “articulation work,” a concept drawn from the sociology of work. Attending to articulation work in an emerging platform labor context, such as teletherapy, contributes to our understanding of the politics of platforms.
more »
« less
- Award ID(s):
- 1901171
- PAR ID:
- 10427230
- Publisher / Repository:
- Oxford University Press
- Date Published:
- Journal Name:
- Journal of Computer-Mediated Communication
- Volume:
- 28
- Issue:
- 4
- ISSN:
- 1083-6101
- Format(s):
- Medium: X
- Sponsoring Org:
- National Science Foundation
More Like this
-
-
In recent years, gig work platforms have gained popularity as a way for individuals to earn money; as of 2021, 16% of Americans have at some point earned money from such platforms. Despite their popularity and their history of unfair data collection practices and worker safety, little is known about the data collected from workers (and users) by gig platforms and about the privacy dark pattern designs present in their apps. This paper presents an empirical measurement of 16 gig work platforms' data practices in the U.S. We analyze what data is collected by these platforms, and how it is shared and used. Finally, we consider how these practices constitute privacy dark patterns. To that end, we develop a novel combination of methods to address gig-worker-specific challenges in experimentation and data collection, enabling the largest in-depth study of such platforms to date. We find extensive data collection and sharing with 60 third parties—including sharing reversible hashes of worker Social Security Numbers (SSNs)—along with dark patterns that subject workers to greater privacy risk and opportunistically use collected data to nag workers in off-platform messages. We conclude this paper with proposed interdisciplinary mitigations for improving gig worker privacy protections. After we disclosed our SSN-related findings to affected platforms, the platforms confirmed that the issue had been mitigated. This is consistent with our independent audit of the affected platforms. Analysis code and redacted datasets will be made available to those who wish to reproduce our findings.more » « less
-
Labor platform scams are an opportunity to integrate scholarship about governance across social media and labor platforms. Labor platforms have borrowed governance mechanisms from social media to cultivate trust among users and remove problematic content. However, while these platforms may share governance strategies, labor platforms mediate employment relationships between workers and clients with different amounts of power. Based on a multistakeholder ethnography of carework labor platforms, online careworker forums, and interviews, this study describes scams on carework labor platforms. Labor platforms narrate workers into the role of technology consumers, constricting their own obligations to workers. Workers’ explanations of scams vary, with some contesting and others aligning with platform narratives. Some workers seek support in online forums, which remediate the harm of scams for some but also enroll workers in unpaid labor. These scams challenge the assumption of antagonism between the interests of workers and platform companies and highlight the consumerization of work.more » « less
-
Practitioner-Oriented Abstract Online platforms often face challenges in sustaining growth, especially in competitive markets such as food delivery. This paper examines a novel strategy in which platforms list nonpartnered restaurants, allowing consumers to order from them via third-party deliverers. Whereas these restaurants gain visibility without paying commissions, concerns arise about potential harm because of lack of control over menus and pricing. We analyze the impact of this strategy using data from Grubhub and a California policy change that banned nonpartnered listings. We find that being listed as nonpartnered boosts takeout revenue for these restaurants, particularly independent ones. Additionally, there’s a positive spillover effect on partnered restaurants. However, regulatory delisting reverses these gains, highlighting the delicate balance between platform growth strategies and regulatory actions. For platform owners, this study underscores the potential of noncontracted partnerships as a growth strategy, especially if there are third-party enablers on the platform such as deliverers. However, it also cautions against potential disruptions from regulatory changes, urging businesses to adapt their strategies accordingly. For restaurant owners, our finding emphasizes the importance of adapting to changes by enhancing operational readiness to capitalize on increased visibility. They should advocate for regulations that enhance their choices and overall transparency, not inadvertently decrease them. Policy-Oriented Abstract In the competitive landscape of online platforms, the pursuit of growth often necessitates innovative strategies. Whereas such strategies are deemed controversial and get pushbacks from some participants, how should policymakers respond? This research provides insights into such a scenario by investigating a novel growth strategy in which food delivery platforms onboarded nonpartnered restaurants, enabling consumer interactions without formal contracts, promising an increased visibility without commission fees. Leveraging data from Grubhub and a policy change in California, we find that being listed boosts takeout revenue significantly, especially for independent restaurants, with positive spillovers on partnered restaurants. However, delisting reverses these gains. For policymakers, these findings challenge the narrative that nonpartnered listings are inherently harmful. They highlight the potential of such arrangements to increase market access and revenue, particularly for independent businesses. However, the study also underscores the need for balanced regulation. Whereas protecting restaurants is crucial, overly restrictive policies can limit their choices and growth opportunities. We recommend a policy approach that empowers restaurants by requiring platforms to obtain explicit consent before listing them. Additionally, enhancing transparency around nonpartnered listings and associated fees can enable customers to make informed choices. This approach fosters a fair market, preserving the benefits of platform-enabled growth for all stakeholders.more » « less
-
Abstract BackgroundWith the increasing integration of artificial intelligence (AI) into various aspects of daily life, there is a growing interest among designers and practitioners in incorporating AI into their fields. In health care domains like art therapy, AI is also becoming a subject of exploration. However, the use of AI in art therapy is still undergoing investigation, with its benefits and challenges being actively explored. ObjectiveThis study aims to investigate the integration of AI into art therapy practices to comprehend its potential impact on therapeutic processes and outcomes. Specifically, the focus is on understanding the perspectives of art therapists regarding the use of AI-assisted tools in their practice with clients, as demonstrated through the presentation of our prototype consisting of a deck of cards with words covering various categories alongside an AI-generated image. MethodsUsing a co-design approach, 10 art therapists affiliated with the American Art Therapy Association participated in this study. They engaged in individual interviews where they discussed their professional perspectives on integrating AI into their therapeutic approaches and evaluating the prototype. Qualitative analysis was conducted to derive themes and insights from these sessions. ResultsThe study began in August 2023, with data collection involving 10 participants taking place in October 2023. Our qualitative findings provide a comprehensive evaluation of the impact of AI on facilitating therapeutic processes. The combination of a deck of cards and the use of an AI-generated tool demonstrated an enhancement in the quality and accessibility of therapy sessions. However, challenges such as credibility and privacy concerns were also identified. ConclusionsThe integration of AI into art therapy presents promising avenues for innovation and progress within the field. By gaining insights into the perspectives and experiences of art therapists, this study contributes knowledge for both practical application and further research.more » « less
