Search for: All records

This paper draws on Michel de Certeau’s notion of "tactics" to explore the use of data in labor organizing research in CSCW [? ]. Taking a historical view, we first analyze a set of cases from 20th century US labor history that offer three distinct lenses on the risks of data-based advocacy campaigns: wagers, compromises, and concessions. Across our cases, we frame reformers’ use of data tactics as a rhetorical move, taken to advance incremental worker gains under conditions of precarity [90, 105, 154]. However, by continuing to rely on certain data-based arguments in the short term, we argue that labor reformers may have limited the frame of debate for broader arguments necessary to improve conditions in the long-term. These tensions follow us into data-based advocacy research in the present, such as the emerging "digital workerism" movement [70]. To ensure the continuation of responsible advocacy research in CSCW, we offer insights from social justice movements to suggest how members of the HCI and CSCW communities can work more intentionally alongside (or without) data methods to support worker-led direct action. 

Algorithmic management is transforming traditional face-to-face service sectors like hospitality. To understand this phenomenon, we conducted an interview study in a unionized, mid-sized urban hotel on the West Coast of the USA. Through this work, we examine how an algorithmic management (AM) platform mediates work in a housekeeping department. Our analysis highlights the effects of AM on social processes, revealing that despite careful configuration, the tool’s implementation still challenges traditional communication and coordination. This study contributes empirical evidence on AM impacts in a collaborative service environment, emphasizing the importance of organizational dynamics in AM design and implementation. We offer design opportunities for flexible workplace technologies that support, rather than frustrate, the relational aspects of service work. 

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.