“Maybe an Alzheimer’s patient is frightened, so a nurse has to spend some time calming them down, or perhaps they have lost some ability overnight. That’s not one of the discrete physical tasks that can be measured. Most of the job is helping that person cope with declining faculties; it takes time for that, for people to read your emotions and respond appropriately. What you get is massive moral injury with this notion of efficiency.”
This kind of monitoring extends to service workers, including servers in restaurants and cleaning staff, according to a 2023 Cracked Labs’ report into retail and hospitality. Software developed by Oracle is used to, among other applications, rate and rank servers based on speed, sales, timekeeping around breaks, and how many tips they receive. Similar Oracle software that monitors mobile workers such as housekeepers and cleaners in hotels uses a timer for app-based micromanagement—for instance, “you have two minutes for this room, and there are four tasks.”
As Christl explains, this simply doesn’t work in practice. “People have to struggle to combine what they really do with this kind of rigid, digital system. And it’s not easy to standardize work like talking to patients and other kinds of affective work, like how friendly you are as a waiter. This is a major problem. These systems cannot represent the work that is being done accurately.”
But can knowledge work done in offices ever be effectively measured and assessed either? In an episode of his podcast in January, host Ezra Klein battled his own feelings about having many of his best creative ideas at a café down the street from where he lives rather than in The New York Times’ Manhattan offices. Anderson agrees that creativity often has to find its own path.
“Say there’s a webcam tracking your eyes to make sure you’re looking at the screen,” she says. “We know that daydreaming a little can actually help people come up with creative ideas. Just letting your mind wander is incredibly useful for productivity overall, but that requires some time looking around or out the window. The software connected to your camera is saying you’re off-duty—that you’re wasting time. Nobody’s mind can keep concentrated for the whole work day, but you don’t even want that from a productivity point of view.”
Even for roles where it might make more methodological sense to track discrete physical tasks, there can be negative consequences of nonstop monitoring. Anderson points to a scene in Erik Gandini’s 2023 documentary After Work that shows an Amazon delivery driver who is monitored, via camera, for their driving, delivery quotas, and even getting dinged for using Spotify in the van.
“It’s very tightly regulated and super, super intrusive, and it’s all based on distrust as the starting point,” she says. “What these tech bros don’t understand is that if you install surveillance technology, which is all about distrusting the workers, there is a deep feature of human psychology that is reciprocity. If you don’t trust me, I’m not going to trust you. You think an employee who doesn’t trust the boss is going to be working with the same enthusiasm? I don’t think so.”
Trust Issues
The fixes, then, might be in the leadership itself, not more data dashboards. “Our research shows that excessive monitoring in the workplace can damage trust, have a negative impact on morale, and cause stress and anxiety,” says Hayfa Mohdzaini, senior policy and practice adviser for technology at the CIPD, the UK’s professional body for HR, learning, and development. “Employers might achieve better productivity by investing in line manager training and ensuring employees feel supported with reasonable expectations around office attendance and manageable workloads.”
A 2023 Pew Research study found that 56 percent of US workers were opposed to the use of AI to keep track of when employees were at their desks, and 61 percent were against tracking employees’ movements while they work.
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