I like to write with a pen on paper. I like food and I like people. I’m a
waiter. I like being a waiter. I like describing food, writing orders,
interacting with customers, giving the order to the cook, serving the food, seeing
satisfied families, couples and people.
I like the job. It fits like a
glove.
I used to work at AT&T and while there I was running
Human Resources type sessions about Hertzberg Motivational Hygiene Theory. The bottom line was that the “Work Itself” is
the most compelling reason people are satisfied in a job, and satisfied people
stay in their job. They, AT&T,
turned “Work Itself” into it’s exact opposite, but that’s another story.
Suddenly the Computer has come into the restaurant
where I work. Two input screens. No more checks. Scraps of paper and then navigating with
fingers on a screen; five layers in to get a diner into the digital world. Each item is another screen. Focused on the screen, people become a
background blur; a background blur that I don’t want to interact with so as not
to screw up my inputting. Hit SEND,
don’t forget to hit SEND, and the order is transmitted to the cooks. Two terminals at the kitchen end, one for hot
and one for cold. What could possibly go
wrong? I go back to make sure they’ve
got the order, and that they have it right.
My order input time has tripled, and I can’t wait to get
away from the people at the table so I can get to the computer screen and get
the order in. I’ve also had to refigure
my time dealing with the immediate items like drinks and appetizers verses the main
diner items, as the data entry has become an extra step, which is directly
visible to the custom. The data entry is
now part of their dining experience. On the second night of operation a
customer commented that we ”all looked like a bunch of robots”. I’ve become a cog in the machine.
It just doesn’t feel right.
I don’t feel right. There’s an
anxiety that I feel when I get to the screen.
It’s not like writing or surfing on a computer. It’s physically touching a screen to input
information that is hierarchically absurd. If one hits the wrong button or makes a
mistake, backing out of it is way more cumbersome than getting in to it.
The morning after the new system was installed, the NY Times had a front-page story with a picture of a sleek white plastic robot waiter in Japan serving drinks to ladies in a cocktail lounge. Later that night I was channel surfing through the movie “Terminator 3” when the good guys plugged into Skynet in order to save the world and inadvertently doomed the world, since the people that make movies and videos use different software for this, including programs for video transcoding which are useful for this. Quoting Isaac Asimov’s “I, Robot”, in the August 2018 Common Ground “Everything, it seems, depends on HMI, the HUMAN-MACHINE-INTERFACE. In a world increasingly controlled by smart machines, who will be master and who will be slave?”
With the introduction of the Human-Machine-Interface, “Work
Itself” is now dominated by the Screen. We
fit into it. The giant steel and iron frame of the industrial era has been
replaced with an interactive screen that demands our absolute attention. The
machine has taken over.
My wife worked in Hospice home care for many years.
Toward the end of her career, an MBA took over for the company that was
originally run by a nurse administrator. The new “bean counter” in charge, increased
the nurse’s workload by 50%, while increasing the marketing and IT
sections. More computer time, less
people time. Humanity sacrificed for
efficiency.
I’ve also been watching the decline in human contact during my
weekly supermarket shopping. The clerks
used to take my money or credit card, run the transaction, and give me back my
receipt or change, with a brief exchange of words and smiles. Now,
with the new improved Screen experience, the clerk stares at the cash register
screen, while I, the customer, navigate through the credit card screen. Neither of us talks nor makes eye contact, as
we each stare at our individual screens until the transaction is complete. “Thank you and have a nice day.”
Casey Schwartz’s “Save Us From Our Phones” (NYTimes
8/16/18), “The liberation of human attention may be the defining moral and
political struggle of our times”, writes James Williams, a Silicon Valley-type philosopher
in “Stand Out of Our Light”. We are
transfixed by our screens, thumbs twitching, lost in traffic, lost on the
street. A week before Christmas 2017 there was a
published study about the street traffic on Fifth Avenue in NYC. It seems as if “walking while texting” or
simply being on the phone, is causing pedestrian blockages and slowing down the
rushing masses. A savvy world traveler
once compared lunchtime on Fifth Avenue to a crowded street in India. We have this jam-packed moving mass of people
and half of them are now on their phones, with their attention totally on the
machine. It was bad enough to start, it
only gets worse.
As I’ve shared this essay with a few people, the most common
response is an all too familiar recognition that this indeed is also their
experience. They then usually start to
recount their experience, and the doctor or nurse interaction is the most
common. Where the doctor used to come
into the room, look you in the eye and ask you about your condition, they are
now on the machine within seconds of a “hello”. An individual told me that they we’re so
annoyed by the doctor being focused on the computer while doing the interview,
that they took out their phone and started checking messages.
Somewhere in all this mayhem and alienation, somebody is
doing very well. I suspect it’s the bean
counters within the industries and the heads of the software companies. For a brief period during my earlier years I
flirted with becoming an “efficiency expert” or Industrial Engineer. I was involved with a series of projects
where I was able to maximize people’s efficiency in order to produce
financially positive results. In all
cases, I started with the individual and build the working arrangements around
them. In all cases, the “Work Itself”
improved and the financial results proved it out.
I look around at the situation I’m currently in, at the
grocery store, at the doctor’s office, all around me, and it looks like the
opposite of “efficiency”. The
accountants in the back room or managers in the Executive Suite are making the
decisions based on what they perceive to be the “bottom line”. “Hit One Button” to get your final results,
it saves time. It doesn’t matter that it
took more time at the front end, because those are the “low level” workers
interacting with the customers or clients.
It save time at the back end and the folks in the back room are running
the show.
It’s like the Wizard behind the curtain in “The Wizard of
Oz”, putting on a ferocious face in order to keep you in line. You somehow become out of step if you’re not
keeping up. The genie is out of the
bottle, and we forgot to consult with our ethicist before letting him out.
“Open the Pod Bay Door HAL…I’m Sorry Dave , I can’t do that.”