In The Age Of The Smart Machine: The Future of Work and Power

Shoshana Zuboff, Basic Books, 1988. ISBN 0-465-03211-7.

Zuboff's book is an examination of the effect of computer automation on the nature of work and power. Zuboff examined the effects of the introduction of computerization to a number of industries by interviewing workers and managers over the course of several years. Zuboff maintains that computer-based technologies are not neutral, but are used either in a positive way to bring a new sense of collective responsibility and joint ownership, new skills and new responsibilities; or in a negative way to further separate the skilled from the unskilled, the managerial class from the working class. One of Zuboff's key contributions is the concept of 'automating' vs. 'informating'. 'Automating' of industry resulted in increased output; computerized information systems allow the 'informating' of industry to not only control processes but, as importantly, to generate information about the underlying processes of the organization. Zuboff feels that by 'informating' their processes, business can not just increase efficiency but also make for a better workplace with happier workers.

The first part of the book, "Knowledge and Computer-Mediated Work", sets the stage for Zuboff's view of the role of computerization and automation. Zuboff first discusses the nature of physical work accomplished by the body (she refers to this as acting-on). This kind of work is not necessarily skilled or unskilled, but is physical work accomplished by use of the body's energy. The result of computerization was a shift not only away from physical effort but also a shift from implicit knowledge of job skills to a more intellective process based on explicit process knowledge. Zuboff also discusses executive and white-collar work, work based not so much on acting-on as acting-with; that is, work with an emphasis on interpersonal and relational skills. Middle management came about as a result of the abstraction of elements of executive work that were amenable to rationalization.

The second part of the book, "Authority: the Spiritual Dimension of Power", discusses the role of authority as a means to influence conduct to maintain the status quo. Zuboff identifies the scientific management principle as a key hindrance to the informating of industry. In order to accomplish this goal, the new technology must be used to increase the intellectual content of work and to distribute information and decision-making throughout the organization.

The third part of the book, "Technique: The Material Dimension of Power", discusses techniques of control and how information technology has been (and can be) used by managers to safeguard their authority. Information gathering and sharing can result in a 'Big Brother' scenario if information dissemination is rigidly controlled, but it can also result in improved processes and efficiency if information is widely shared.

Zuboff concludes that organizations choose whether to merely automate or to automate and informate. She is optimistic that organizations will choose to informate as the best means to fully exploit the talents and abilities of workers and management.

Copyright 1996 byGordon Zaft.