Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work

No work is inherently either visible or invisible. We always “see” work through a selection of indicators: straining muscles, finished artifacts, a changed state of affairs. The indicators change with context, and that context becomes a negotiation about the relationship between visible and invisibl...

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Bibliographic Details
Published in:Computer supported cooperative work 1999-03, Vol.8 (1-2), p.9-30
Main Authors: Star, Susan Leigh, Strauss, Anselm
Format: Article
Language:English
Subjects:
Indicators
Muscles
Negotiations
Visibility
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Summary:No work is inherently either visible or invisible. We always “see” work through a selection of indicators: straining muscles, finished artifacts, a changed state of affairs. The indicators change with context, and that context becomes a negotiation about the relationship between visible and invisible work. With shifts in industrial practice these negotiations require longer chains of inference and representation, and may become solely abstract.This article provides a framework for analyzing invisible work in CSCW systems. We sample across a variety of kinds of work to enrich the understanding of how invisibility and visibility operate. Processes examined include creating a “non-person” in domestic work; disembedding background work; and going backstage. Understanding these processes may inform the design of CSCW systems and the development of related social theory.
ISSN:0925-9724
1573-7551
DOI:10.1023/A:1008651105359