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In this longitudinal, qualitative study, I follow the use of a digital production monitoring system in a manufacturing firm to study mechanisms for worker voice in the context of digital, networked technologies. As a complement to studies that situate mechanisms for worker voice in the relationship between workers and employers, I draw four conclusions regarding worker voice around these new technologies sometimes referred to as “Industry 4.0.” First, worker voice can meaningfully occur long after the initial design and deployment phases of new technologies. Second, the effectiveness of worker voice may depend on the type of channel that exists between workers and third-party vendors. In particular, direct versus indirect vendor channels for worker voice can shape the practices by which workers draw attention to problems between the technology and the workflow, speak for the benefit of a key user, and pose technology solutions. Third, when workers have direct vendor channels, they can more effectively use voice practices to achieve worker-centric technological capabilities—improvements that expand the control of workers, including reducing surveillance and increasing worker access to data. Finally, new worker-centric technological capabilities can be quickly and broadly distributed by the vendor across the field of firms using the technology.
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