by Leo Z. Archambault
In 1935, the Dupont Company presented their marketing slogan to the world, “Better Living Through Chemistry,” stressing optimism about the potential of science and chemistry to solve all of our problems. In the 1950s, General Electric (GE) told us that “Progress is our most important Product,” suggesting that their skillful technology could improve our lives. Today’s enhanced computer technology is offering us better living through artificial intelligence (AI).
As we are led to understand it, AI will impact the economy and the American workforce positively with the promise of job automation, job creation, increased productivity, innovation, and competitiveness. This might sound wonderful to some people, but how will the rest of us survive this “brave new world”? This has become a major concern as we contemplate this perceived new boon to humanity. Will the impacts be utopian or dystopian? Will we be working with AI bots and forgoing personal/social contact and connections with our fellow human beings? Many of us are searching for answers to these questions.
In her book, “The Last Human Job,” Allison Pugh shares her research on “connective labor,” which involves the emotional and relational work performed by individuals in various professions to create and maintain human connections. Using qualitative and quantitative data, her research delves into how connective labor affects working climates, individual well-being, and community building. This type of labor is essential in professions such as healthcare, education, social work, and other service-oriented fields where human interaction and emotional support are central to the job. She shares ways to identify and describe this higher level of personal collaboration with others and presents to us the different challenges that face connective labor now.
One of the major impacts on the human workforce is capitalism, which often emphasizes efficiency, productivity, and cost-cutting that has turned connective labor into a commodity. The commodification of these high-contact human jobs has resulted in increased workloads, time pressures, and a focus on measurable outcomes over the quality of interpersonal interactions. In an effort to cut costs through standardization and scripting using AI systems, these rigid protocols and administrative tasks can lead to burnout and stress among many of these professionals. Capitalism can exacerbate economic inequalities, affecting both the providers and recipients of connective labor. Professionals may face low wages and job insecurity, while clients or patients may struggle to access quality care and support due to financial constraints. Pugh stresses the importance of understanding and addressing these issues to ensure the well-being of patients, clients, and workers that is vital to customer satisfaction and overall workforce retention.
Pugh also explains the concept of social architecture, which refers to the design and organization of social environments and structures that shape human interactions and relationships. In the context of connective labor, social architecture involves creating environments that support meaningful interactions, empathy, and the recognition of individuals’ experiences and identities. This can include the design of workplaces, educational settings, healthcare systems, and other social institutions to promote positive social dynamics and address issues such as resource scarcity, inequality, and emotional well-being. She provides us an example of an educational social architecture, which refers to the structuring of educational settings to enhance student-teacher interactions, support diverse learning needs, and promote emotional and social development, such as project-based learning, grouping students by abilities, and implementing restorative justice circles.
The author expresses a cautious view of the value of AI, particularly in the context of connective labor. While acknowledging the potential value of AI systems, such as ChatGPT, to replace certain tasks, she highlights its limitations in replicating human empathy and emotional connection. She admits that AI can perform specific tasks sufficiently, but it may lack the ability to capture the interpersonal and emotional nuances that are crucial in professions requiring empathetic listening and close human interaction. Although she recognizes the benefits of AI, she advocates for a more balanced approach to its overall utilization.
In closing, this book is a must read for professionals in healthcare, education, and other high-personal-contact human professions in the service sector of the economy. Allison Pugh provides the reader with something to think about in today’s complicated world. She calls for a social movement for connection, advocating for a greater appreciation and respect for the emotional and relational aspects of work and the development of supportive structures to sustain those who perform connective labor. It is something to seriously consider, because, after all, we are all in this together.
