‘We can only request what's in our protocol’: technology and work autonomy in healthcare

This article explores the tension between standardization and autonomy raised by the implementation of new technology in healthcare organizations. The theoretical frame of this study is grounded in the impact of new technologies on work organization, routinization and autonomy across settings. Empirically it presents evidence from two NHS Trusts in England that implemented a national Electronic Patient Record (EPR). The paper aims to reinvigorate the debate on the tension between standardization and autonomy in professional workplaces such as healthcare. It argues that the implication of technology in professional work conditions processes of task routinization that constrain autonomy, and enables reallocation of discretion between professional groups. We argue that routinization is not restricted to low‐skill work but may travel across contexts and be evidenced in high‐skill work environments. The interplay between routinization and autonomy is also useful in drawing insights concerning the dynamics of change that occur in professional work.     

Blocked and New Frontiers for Trade Unions: Contesting ‘the Meaning of Work’ in the Creative and Caring Sectors

Many jobs feature tensions between workers’ own motivations, and the objectives imposed on them by management or economic imperatives. We call these tensions ‘meaning of work conflicts’. We ask whether trade unions can intervene in them, or whether they are simply too subjective to be a credible campaigning focus. We examine two professional groups in Britain and France, musicians and healthcare staff. Among musicians, workers tend to negotiate meaning of work conflicts themselves, seeing little role for unions in this process. This engenders legitimacy problems that unions have had to find ways around. By contrast, in the hospitals sector, there is more scope for unions to campaign over the meaning of work, thus potentially increasing legitimacy among staff and the public. The difference is explained by the more diffuse and fragmented nature of employer structures in music, and the more chaotic set of motivations found among music workers.     

New social relations of digital technology and the future of work: Beyond technological determinism

This introduction sets out the context for the Special Issue and offers an in-depth reflection on key themes addressed by our contributors. The Special Issue aims to place the social relations of production at the centre of debates about technology and the future of work, and create space for greater critical reflection on what it means to go ‘beyond technological determinism’. We identify ways in which aspects of technological determinism continue to influence debates on technology, the labour process and industrial relations, despite efforts to reject it. We argue that this influence is manifested in some persistent problems within the literature including overly rigid periodisations (such as ‘platform capitalism’), a narrow conceptual repertoire (which reifies notions like ‘algorithmic control’) and a constricted empirical focus. We elucidate the value of a social shaping of technology (SST) approach to overcome these challenges and provide a brief overview of the articles contained within the issue.     

Fear and hope in an age of mass automation: debating the future of work

Alternative perspectives from economics and political economy now agree that work is set to disappear through the impact of mass automation. Some worry about the negative effects on unemployment and inequality, while others see the opportunity to extend free time. This paper confronts and criticises these perspectives. It addresses previous visions of an automated (‘workless’) future presented by Marx and Keynes and shows the enduring barriers to working less in capitalist society. It then questions whether work will be reduced by technological progress; rather, it argues that work will likely persist, despite and indeed because of the wider use of new technology. The threat to workers from technology is seen to come more from the erosion in the quality of work than from the loss of work. The paper argues that a better future for work and workers ultimately depends on broader changes in ownership.     

Expert labour as a differentiated category: power,knowledge and organisation

The idea of ‘expert labour’ as a category uniting many kinds of knowledge‐based work has long been of interest. At the same time, existing models often do not differentiate between the many forms of ‘new’ expertise in the main business and technological groups. These tend to be consolidated in single categories of ‘entrepreneurial’, ‘organisational’ or ‘commercial’ professions. This paper built on Reed's seminal account of the expert division of labour. It used his analytic dimensions of power, knowledge and organisation to develop a new framework comparing clusters of expert labour in professional services, business services and knowledge work. It offered a more detailed classification and a comparative view that throws fresh light on key debates around new professionalism and emergent technologically defined occupations.     

Three generations of Telework: New ICTs and the (R)evolution from Home Office to Virtual Office

‘New ICTs’, such as smartphones and tablet computers, have revolutionised work and life in the 21st Century. Crucial to this development is the detachment of work from traditional office spaces. Today's office work is often supported by Internet connections, and thus can be done from anywhere at any time. Research on detachment of work from the employer's premises actually dates back to the previous century. In the 1970s and 1980s, Jack Nilles and Allan Toffler predicted that work of the future would be relocated into or nearby employees’ homes with the help of technology, called ‘Telework’. Analysing technological advancements—the enabling forces of change in this context—over four decades sheds new light on this term: they have fostered the evolution of Telework in distinct stages or ‘generations’. Today's various location‐independent, technology‐enabled new ways of working are all part of the same revolution in the inter‐relationship between paid work and personal life.     

Digital assemblages: evidence and theorising from the computerisation of the US residential real estate industry

We develop the concept of digital assemblages in order to advance current theorising on the ways in which information and communication technologies (ICTs) are helping to reshape work. The empirical setting is the US residential real estate industry—a ‘living laboratory’ for studying information‐intensive work and the adoption and uses of ICT. We find that real estate agents' uses of ICT are pervasive and suggest that agents now embed themselves more deeply into the transacting of real estate by actively supporting buyers and sellers, rather than acting primarily as information intermediaries. Building from this, we theorise that this ICT use can more coherently be understood as a ‘digital assemblage’ rather than a formal information system. Digital assemblages are characterised as distinct patterns of ICT collections that, in use, are functionally equivalent and structurally similar, relying on standardised and commodified ICT and are neither formally designed nor collectively governed.     

Re-examining technology's destruction of blue-collar work

Despite research suggesting certain death of blue-collar work due to technological advancements, blue-collar jobs continue to be in demand. Through a study of the blue-collar dominant Transport and Logistics sector in Australia, we apply a Critical Realist framework to consider the tendencies contributing to, and limiting, technological uptake and worker displacement. Our analysis of interviews with sector managers demonstrate how technological uptake decisions to enact labour saving technologies are often constrained by other causal mechanisms and associated (counter) tendencies. Causal mechanisms related to geographical artifacts, industry structure and established business models, along with class structure, mitigate against ‘big bang’ technological transformation and the demise of blue-collar work. We conclude that tracking the future of work is important, but it cannot be done solely on the basis of technological capacities to displace labour or without consideration of the complex interplay of causal mechanisms and tendencies shaping employer decisions about technology.     

‘Work always wins’: client colonisation,time management and the anxieties of connected freelancers

This article focuses on ‘connected freelancers’ as a category of teleworkers and examines the pressures placed on their work‐home balance by their relationship with clients. Based on diaries, questionnaires and interviews, it reveals that, while connected freelancers do not generally work excessively long hours, they do work irregular hours. This is because ‘work always wins’ in a conflict with domestic commitments, a phenomenon the article dubs ‘client colonisation’. Client colonisation was a source of anxiety for respondents, who found themselves continually thinking about the current and future projects on which their livelihoods depend. The article illustrates the porous ways in which they interleave work with non‐work activities and contrasts traditional ‘monochronic’ forms of work with emerging ‘polychronic’ forms, which erode work‐home boundaries. It concludes that a new model of work—one in which individual patterns of control over work‐home balance are paramount—already coexists alongside traditional models but is still insufficiently socially understood and accepted.     

Social media-related tensions on business-to-business markets – Evidence from China

Previous research has established the benefits of using social media in support of engagement in business-to-business settings. Yet the study of problems that arise from social media use in business relationships remains limited. Utilizing a dyadic perspective, this study addresses the gap by focusing on tensions in buyer-supplier relationships that arise from social media use. Findings present three dualistic tensions: active engagement anticipated by suppliers versus passive monitoring practices of the buyers; increased transparency through business-to-business social media versus invisibility; as well as tensions between local versus international business-to-business social media engagement practices. The study draws on 52 semi-structured in-depth interviews with senior managers who work in relevant positions at manufacturing firms based in China. By identifying characteristic tensions pertaining to business-to-business social media, this study aims to contribute to research on the ‘dark side’ of business relationships as well as to literature on business-to-business social media engagement.     

Do Formal Management Practices Impact the Emergence of Bootlegging Behavior?

Innovation in an organization often relies on initiatives by employees who take action to develop their ideas and obtain buy‐in by organizational decision‐makers. To achieve this, employees sometimes apply unorthodox approaches, ignoring formal structures to further elaborate their ideas' potential and promote their implementation. They work without formal legitimacy and gather their own resources until sufficient clarity allows for informed decisions. Finally, they bypass formal communication channels to convince top management of the merits of their ideas. Despite the significance of such bootlegging behavior, research has barely addressed the antecedents of this deviance. Drawing on strain theory and social cognitive theory, we study whether the emergence of bootlegging behavior is influenced by formal management practices, in particular, strategic autonomy, front‐end formality, rewards, and sanctions. Additionally, we investigate the role of employees' self‐efficacy related to innovation tasks at the entrepreneurial stage to explain the emergence of bootlegging. We tested the proposed relationships with empirical field survey data using structural equation modeling. In summary, this paper concludes that intrapreneurial self‐efficacy, strategic autonomy, and rewards for innovation accomplishments foster bootlegging. Front‐end formality has a positive effect on bootlegging by increasing intrapreneurial self‐efficacy, but it reduces the likelihood that employees will ignore formal structures when promoting their ideas and gathering their own resources to support their bootlegging efforts.     

‘Mental mobility’ in the digital age: entrepreneurs and the online home‐based business

Home‐based online business ventures are an increasingly pervasive yet under‐researched phenomenon. The experiences and mindset of entrepreneurs setting up and running such enterprises require better understanding. Using data from a qualitative study of 23 online home‐based business entrepreneurs, we propose the augmented concept of ‘mental mobility’ to encapsulate how they approach their business activities. Drawing on Howard P. Becker's early theorising of mobility, together with Victor Turner's later notion of liminality, we conceptualise mental mobility as the process through which individuals navigate the liminal spaces between the physical and digital spheres of work and the overlapping home/workplace, enabling them to manipulate and partially reconcile the spatial, temporal and emotional tensions that are present in such work environments. Our research also holds important applications for alternative employment contexts and broader social orderings because of the increasingly pervasive and disruptive influence of technology on experiences of remunerated work.     

Managing work–life boundaries with information and communication technologies: the case of independent contractors

In the light of the increasing use of information and communication technologies (ICTs), it is important to gain a better understanding of their influence on work–life boundaries. This study examines how individuals manage their work–life boundaries by using ICTs. The findings of a qualitative study with independent contractors show that individuals actively use multiple ICT‐mediated tactics to shape their temporal, spatial and psychological work–life boundaries. Furthermore, findings suggest that individuals cannot simply be classified as ‘integrators’ or ‘segmentors’, as they may have diverse preferences with regard to both the dimension (temporal, spatial or psychological) and direction (work‐to‐life or life‐to‐work) of boundary permeability. A framework that takes account of these aspects is derived based on the empirical results.     

Business travellers' connections to home: ICTs supporting work‐life balance

This paper examines the role of information communication technology in enabling connections to home for work‐related travellers. Although digital connectivity for work‐related tasks are well researched, the use of digital technology for home communication is under‐researched. The study draws on a qualitative study of UK‐based organisations and business travellers to explore how these travellers use ICTs for personal use while ‘on the move’. The findings reveal that organisations are supportive of work‐life balance for employees, but fail to consider specific needs of those whose work takes them away from home. For business travellers, insights are gained into practices around connecting to home and the value of this virtual presence for relationships with family while absent and work‐life balance. The study identifies and discusses practice occurring around three activities; checking in, maintaining relationships with home and sharing experiences.     

Telling tales: online comic and gripe story‐sharing by service workers about difficult customers

The article extends previous research on the storying practices of service workers, workplace humour as resistance, and workers’ autonomous use of social media. Discussion strings from two hairstylist forum storylines, exemplifying comic and tragic story‐sharing about difficult customers, were analysed using Gabriel's notion of story‐work. Processes of coping, entertainment, identity‐construction and learning are clearly evident in the discussion strings and social media is confirmed as a ‘new’ terrain for the enactment of employee agency. Findings emphasize that service workers are engaged in contradictory and ambiguous relations of resistance and accommodation as they learn how to deal with difficult customers. The article's contribution is to show how service workers share their fears and anxieties about difficult customers through storying and humour in generative dialogical poietic processes in social media. Further research is suggested.     

Online,on call: the spread of digitally organised just‐in‐time working and its implications for standard employment models

This article questions whether the dominant policy discourse, in which a normative model of standard employment is counterposed to ‘non‐standard’ or ‘atypical’ employment, enables us to capture the diversity of fluid labour markets in which work is dynamically reshaped in an interaction between different kinds of employment status and work organisation. Drawing on surveys in the UK, Germany, Sweden and the Netherlands that investigate work managed via online platforms (‘crowdwork’) and associated practices, it demonstrates that crowdwork represents part of a continuum. Not only do most crowd workers combine work for online platforms with other forms of work or income generation, but also many of the ICT‐related practices associated with crowdwork are widespread across the rest of the labour market where a growing number of workers are ‘logged’. Future research should not just focus on crowdworkers as a special case but on new patterns of work organisation in the regular workforce.     

Automation and the future of work: A social shaping of technology approach

Recent years have seen enormous attention paid to automation and its potential implications for the future of work. This study rejects unhelpful speculation and, instead, poses the question ‘what is shaping automation and its predicted effects?’ In contrast to the technological determinism framing much of the current debate, this study utilises the social shaping of technology (SST) approach, a theoretically informed body of research largely overlooked by sociology of work scholars. Compared with mainstream commentary, which treats technology as separate from the social world, SST facilitates examination of how the development and use of technology are shaped by broader socioeconomic concerns and politics. The analysis presented is based on an understanding of how technology is shaped by existing technology, economics, social relations, gender and the state.     

Articulation work from the middle—a study of how technicians mediate users and technology

This article studies the work performed by technicians in a large demonstration project, EcoGrid 2.0, in the Danish island Bornholm. Based on observations of household visits conducted by technicians, we demonstrate how these act as ‘middlemen’, mediating and linking together the smart technology of the demonstration and the involved users. Formally, technicians’ work is to keep users online; however, they also perform a number of invisible tasks to keep users engaged and active. Our ethnographic study shows two broad categories of invisible work: first, technicians continually facilitate the willingness of users, recurrently affirming the social contract between users and demonstration project. Second, technicians facilitate the abilities of users by improvising informal training sessions of how to operate the system. These findings are used to discuss the importance of invisible articulation work of technical service workers in large scale real‐world experiments.     

Doing the right thing? HRM and the angry knowledge worker

This paper explores the relationship between human resource (HR) practices, commitment, work and employment relations. Drawing on an in‐depth ethnography of knowledge workers within a global, high‐technology, knowledge‐intensive firm, the paper offers a multidimensional understanding of structures of influence and of commitment that interact in distinctive ways to shape the employee experience. In examining the context and content of ‘best practice’ HR in a ‘celebrated’, leading‐edge company, we have offered a more complex, grounded picture of the intent and outcome of commitment‐seeking policies. The paper demonstrates that, contrary to mainstream and critical scholarship, skilled technical workers in knowledge‐intensive firms can be uncommitted, angry and high performing at the same time.     

Nested identities as cognitive drivers of strategy

Research Summary: Organizations face tensions to conform to industry norms for legitimacy yet differentiate for competitive advantage when implementing strategies. We suggest this tension is due to and resolved through organizations’ cognitive negotiations of multiple levels of identity. Through an inductive study in the recreational vehicle industry, we find that organizations concurrently draw on identities at the organizational, industry, and strategic group levels to formulate and enact specific competitive actions. Specifically, we find that organizational identity relates to decisions on product offerings; industry identity relates to downstream strategy; and strategic group identity relates to upstream strategy, firm boundaries, and expansion mode. Our findings highlight the importance of strategic group identity and inform a grounded model describing how organizations draw upon different levels of identity to influence strategy. Managerial Summary: Many managers experience tensions of differentiating their firms’ competitive actions from rivals, while conforming with industry norms and practices. In this article, we argue that a manager can navigate these tensions by understanding their firm, strategic group, and industry identities and how these identities interrelate. Through a qualitative case study of the U.S. recreational vehicle industry, we show that each level of identity influences different competitive actions, with firm identity connected to product offerings, industry identity related to managing downstream distribution, and strategic group identity related to firm boundary and acquisition strategies. Overall, strategic group identity is the most critical for managers as this level filters how they view competitors and provides the rules of competition.