SUPPORTING THE RE-EMERGENCE OF HUMAN AGENCY IN THE WORKPLACE

摘要

Based on a multi-nation ethnographic study of retail environments, we consider the role of information technologies, specifically ubiquitous computing, in the context of worker agency in the workplace. Agency (not software agents) is defined as the ability of the retail worker to act appropriately but relatively unencumbered by the dictates and wishes of the establishment; in a retail setting, it can mean making decisions based on an understanding of the business. However, rather than supporting workers making decisions, information technologies have been used primarily to rationalize operations (streamline, eliminate variability and gain efficiency) with concomitant reductions of worker agency. We found that an Actor-Network Theory analysis/synthesis of our data indicated opportunities to reestablish agency. By adapting ubiquitous computing technologies in the context of enhancing agency, we identify and present new and viable interaction paradigms, simultaneously attending to operations imperatives. We argue that new, emerging technologies can and should be designed explicitly to support the emergence of worker agency.