Everything We Do, Everything We Press: Data-Driven Remote Performance Management in a Mobile Workplace
Association for Computing Machinery (ACM)
© 2018 Copyright is held by the owner/author(s). Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for thirdparty components of this work must be honored. For all other uses, contact the Owner/Author.
Reason for embargo
Under embargo until 27 April 2018 until the conclusion of the conference
This paper examines how data-driven performance monitoring technologies affect the work of telecommunications field engineers. As a mobile workforce, this occupational group rely on an array of smartphone applications to plan, manage and report on their jobs, and to liaise remotely with managers and colleagues. These technologies intend to help field engineers be more productive and have greater control over their work; however they also gather data related to the quantity and effectiveness of their labor. We conducted a qualitative study examining engineers’ experiences of these systems. Our findings suggest they simultaneously enhance worker autonomy, support co-ordination with and monitoring of colleagues, but promote anxieties around productivity and the interpretation of data by management. We discuss the implications of datadriven performance management technologies on worker agency, and examine the consequences of such systems in an era of quantified workplaces.
This work was supported by RCUK grant ES/M003558/1, funded through the Empathy and Trust in Online Communicating (EMoTICON) funding call administered by the Economic and Social Research Council in conjunction with the RCUK Connected Communities, Digital Economy and Partnership for Conflict, Crime and Security themes, and supported by the Defence Science and Technology Laboratory (Dstl) and Centre for the Protection of National Infrastructure (CPNI).
This is the author accepted manuscript. The final version is available from ACM via the DOI in this record
ACM Conference on Human Factors in Computer Systems (CHI 2018), April 21–26, 2018, Montreal, QC, Canada