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Labor shortages have shaped many industries over the past several years, with hospitality experiencing one of the largest rates of attrition. Workers are leaving their jobs for a variety of reasons, ranging from burnout and work intensification to a lack of meaningful employment. While some literature maintains that labor-replacing automation is poised to bridge the shortages, we argue there is an opportunity for technology design to instead improve job quality and retention. Drawing on interviews with unionized guest room attendants, we report on workers’ perceptions of a widely-used algorithmic room assignment system. We then present worker-generated design ideas that adapt this system toward supporting three key facets of wellbeing: self-efficacy, transparency, and workload. We argue for the need to consider these facets of wellbeing through design across the service landscape, particularly as HCI attends to the impacts of AI and automation on frontline work. 

Recent investments in automation and AI are reshaping the hospitality sector. Driven by social and economic forces affecting service delivery, these new technologies have transformed the labor that acts as the backbone to the industry-namely frontline service work performed by housekeepers, front desk staff, line cooks and others. We describe the context for recent technological adoption, with particular emphasis on algorithmic management applications. Through this work, we identify gaps in existing literature and highlight areas in need of further research in the domains of worker-centered technology development. Our analysis highlights how technologies such as algorithmic management shape roles and tasks in the high-touch service sector. We outline how harms produced through automation are often due to a lack of attention to non-management stakeholders. We then describe an opportunity space for researchers and practitioners to elicit worker participation at all stages of technology adoption, and offer methods for centering workers, increasing transparency, and accounting for the context of use through holistic implementation and training strategies. 

Millions of sensors, mobile applications and machines now generate billions of events. Specialized many-core key-value stores (KVSs) can ingest and index these events at high rates (over 100 Mops/s on one machine) if events are generated on the same machine; however, to be practical and cost-effective they must ingest events over the network and scale across cloud resources elastically. We present Shadowfax, a new distributed KVS based on FASTER, that transparently spans DRAM, SSDs, and cloud blob storage while serving 130 Mops/s/VM over commodity Azure VMs using conventional Linux TCP. Beyond high single-VM performance, Shadowfax uses a unique approach to distributed reconfiguration that avoids any server-side key ownership checks or cross-core coordination both during normal operation and migration. Hence, Shadowfax can shift load in 17 s to improve system throughput by 10 Mops/s with little disruption. Compared to the state-of-the-art, it has 8x better throughput (than Seastar+memcached) and avoids costly I/O to move cold data during migration. On 12 machines, Shadowfax retains its high throughput to perform 930 Mops/s, which, to the best of our knowledge, is the highest reported throughput for a distributed KVS used for large-scale data ingestion and indexing. 

Fast networks and the desire for high resource utilization in data centers and the cloud have driven disaggregation. Application compute is separated from storage, but this leads to high overheads when data must move over the network for simple operations on it. Alternatively, systems could allow applications to run application logic within storage via user-defined functions. Unfortunately, this ties provisioning and utilization of storage and compute resources together again. We present a new approach to executing storage-level functions in an in-memory key-value store that avoids this problem by dynamically deciding where to execute functions over data. Users write storage functions that are logically decoupled from storage, but storage servers choose where to run invocations of these functions physically. By using a server-internal cost model and observing function execution, servers choose to directly run inexpensive functions, while preferring to execute functions with high CPU-cost at client machines. We show that with this approach storage servers can reduce network request processing costs, avoid server compute bottlenecks, and improve aggregate storage system throughput. We realize our approach on an in-memory key-value store that executes 3.2 million strict serializable user-defined storage functions per second with 100 us response times. When running a mix of logic from different applications, it provides throughput better than running that logic purely at storage servers (85% more) or purely at clients (10% more). For our workloads, it also reduces latency (up to 2x) and transactional aborts (up to 33%) over pure client-side execution. 

How might the capabilities of voice assistants several decades in the future shape human society? To anticipate the space of possible futures for voice assistants, we asked 149 participants to each complete a story based on a brief story stem set in the year 2050 in one of five different contexts: the home, doctor's office, school, workplace, and public transit. Story completion as a method elicits participants' visions of possible futures, unconstrained by their understanding of current technological capabilities, but still reflective of current sociocultural values. Through a thematic analysis, we find these stories reveal the extremes of the capabilities and concerns of today's voice assistants---and artificial intelligence---such as improving efficiency and offering instantaneous support, but also replacing human jobs, eroding human agency, and causing harm through malfunction. We conclude by discussing how these speculative visions might inform and inspire the design of voice assistants and other artificial intelligence. 

Conceptual diagrams are used extensively to understand abstract relationships, explain complex ideas, and solve difficult problems. To illustrate concepts effectively, experts find appropriate visual representations and translate concepts into concrete shapes. This translation step is not supported explicitly by current diagramming tools. This paper investigates how domain experts create conceptual diagrams via semi-structured interviews with 18 participants from diverse backgrounds. Our participants create, adapt, and reuse visual representations using both sketches and digital tools. However, they had trouble using current diagramming tools to transition from sketches and reuse components from earlier diagrams. Our participants also expressed frustration with the slow feedback cycles and barriers to automation of their tools. Based on these results, we suggest four opportunities of diagramming tools — exploration support, representation salience, live engagement, and vocabulary correspondence — that together enable a natural diagramming experience. Finally, we discuss possibilities to leverage recent research advances to develop natural diagramming tools. 

HCI has long considered sites of workplace collaboration. From airline cockpits to distributed groupware systems, scholars emphasize the importance of supporting a multitude of tasks and creating technologies that integrate into collaborative work settings. More recent scholarship highlights a growing need to consider the concerns of workers within and beyond established workplace settings or roles of employment, from steelworkers whose jobs have been eliminated with post-industrial shifts in the economy to contractors performing the content moderation that shapes our social media experiences. This one-day workshop seeks to bring together a growing community of HCI scholars concerned with the labor upon which the future of work we envision relies. We will discuss existing methods for studying work that we find both productive and problematic, with the aim of understanding how we might better bridge current gaps in research, policy, and practice. Such conversations will focus on the challenges associated with taking a worker-centered approach and outline concrete methods and strategies for conducting research on labor in changing industrial, political, and environmental contexts.