Hybrid Work

Abstract

Abstract Automation of empathy at work refers to use of computational systems to dynamically gauge well-being, temperament, behaviour, and performance. This chapter reviews increasing use of data analytics in the workplace to profile and manage workers, especially emotion recognition and related systems used to ‘feel-into’ the lives of workers. In its assessment of current and emergent uses of automated empathy, it finds diverse applications of technologies in a variety of employment types, including work in fixed locations, mobile, gig, and online. It also finds tactics to respond to organisational strategies, one in which workers game the demands of systems by caricaturing their own emotional expressions and empathy with callers. The chapter also considers visions for the future of work, seeing a substantial shift towards immersion of expressive bodies in mediated communication and online work. Yet, finally, the chapter also finds tentative interest from worker unions due to scope for ‘sousveillance’ and, under negotiated conditions, use of automated empathy to indicate and evidence worker experience.

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