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

Star, Susan Leigh; Strauss, Anselm

doi:10.1023/A:1008651105359

Journal Article

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

Document type

Text/Journal Article

Date

1999, 1999

Authors

Star, Susan Leigh

Strauss, Anselm

Source

Computer Supported Cooperative Work (CSCW): Vol. 8, No. 1-2

Publisher

Springer

Abstract

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.

Star, Susan Leigh; Strauss, Anselm (1999): Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work. Computer Supported Cooperative Work (CSCW): Vol. 8, No. 1-2. DOI: 10.1023/A:1008651105359. Springer. PISSN: 1573-7551. pp. 9-30

Keywords

articulation work, cooperative work, feminism, invisible work, requirements analysis, social informatics

DOI

10.1023/A:1008651105359

URI

http://dx.doi.org/10.1023/A:1008651105359
https://dl.eusset.eu/handle/20.500.12015/3553

Collections

JCSCW Vol. 08 (1999)

Full item page

Number of citations to item: 869

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Anne Jonas (2024): 'Not Just a Computer Screen:' Distributed Attunement in Virtual School Environments, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(8), doi:10.1145/3641012

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Mesfin F. Woldmariam, Gheorghita Ghinea, Solomon Atnafu, Tor-Morten Groenli (2016): Monetary Practices of Traditional Rural Communities in Ethiopia: Implications for New Financial Technology Design, In: Human–Computer Interaction 6(31), doi:10.1080/07370024.2016.1139461

Yunan Chen, Victor Ngo, Sun Young Park (2013): Caring for caregivers, In: Proceedings of the 2013 conference on Computer supported cooperative work, doi:10.1145/2441776.2441789

Sonja Jerak-Zuiderent (2015): Accountability from Somewhere and for Someone: Relating with Care, In: Science as Culture 4(24), doi:10.1080/09505431.2015.1050368

Clément Cormi, Khuloud Abou-Amsha, Matthieu Tixier, Myriam Lewkowicz (2022): Considering the Artifact Ecology when Supporting the Evolution of Practices - Analyzing the Parallel Journeys of Two Teleconsultation Software in a General Hospital, In: Proceedings of the ACM on Human-Computer Interaction GROUP(6), doi:10.1145/3492821

Julia Bullard (2019): Knowledge Organization For Open Scholarship, In: Pop! Public. Open. Participatory 1, doi:10.21810/pop.2019.005

Naveen Bagalkot, Syeda Zainab Akbar, Swati Sharma, Nicola Mackintosh, Deirdre Harrington, Paula Griffiths, Judith Angelitta Noronha, Nervo Verdezoto (2022): Embodied Negotiations, Practices and Experiences Interacting with Pregnancy Care Infrastructures in South India, In: CHI Conference on Human Factors in Computing Systems, doi:10.1145/3491102.3501950

Kate Weiner, Catherine Will (2018): Thinking with Care Infrastructures: People, Devices and the Home in Home Blood Pressure Monitoring, In: Materialities of Care, doi:10.1002/9781119499749.ch3

Carrie Sanders, Camie Condon (2017): Crime analysis and cognitive effects: the practice of policingthroughflows of data, In: Global Crime 3(18), doi:10.1080/17440572.2017.1323637

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Marisa Leavitt Cohn (2016): Convivial Decay, In: Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing, doi:10.1145/2818048.2820077

Anna MacLeod, Paula Cameron, Victoria Luong, George Kovacs, Lucy Patrick, Molly Fredeen, Olga Kits, Jonathan Tummons (2022): Negotiating humanity: an ethnography of cadaver-based simulation, In: Advances in Health Sciences Education 1(28), doi:10.1007/s10459-022-10152-4

Yubo Kou, Xinning Gui, Shaozeng Zhang, Bonnie Nardi (2017): Managing Disruptive Behavior through Non-Hierarchical Governance, In: Proceedings of the ACM on Human-Computer Interaction CSCW(1), doi:10.1145/3134697

Guilherme Englert Corrêa Meyer, Cesar Navarro Rache (2023): Experimental Design Atmospheres, In: Design and Culture 2(16), doi:10.1080/17547075.2023.2279826

(2022): Sex in the Event of Happiness, In: On the Inconvenience of Other People, doi:10.1215/9781478023050-002

Julie Hall, Olivia Hawkins, Amy Montgomery, Saniya Singh, Judy Mullan, Chris Degeling (2022): Dismantling antibiotic infrastructures in residential aged care: The invisible work of antimicrobial stewardship (AMS), In: Social Science & Medicine, doi:10.1016/j.socscimed.2022.115094

Saira N. Haque, Carsten S. Østerlund, Lawrence M. Fagan (2017): What’s Ideal? A case study exploring handoff routines in practice, In: Journal of Biomedical Informatics, doi:10.1016/j.jbi.2016.12.003

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Sun Young Park, Pei-Yi Kuo, Andrea Barbarin, Elizabeth Kaziunas, Astrid Chow, Karandeep Singh, Lauren Wilcox, Walter S. Lasecki (2019): Identifying Challenges and Opportunities in Human-AI Collaboration in Healthcare, In: Companion Publication of the 2019 Conference on Computer Supported Cooperative Work and Social Computing, doi:10.1145/3311957.3359433

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Alev Coban (2024): Part I Conclusion: Technocapitalism - An Affective Economy of Promises and Performances, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-010

Jie Li, Xinning Gui, Yubo Kou, Yukun Li (2019): Live Streaming as Co-Performance, In: Proceedings of the ACM on Human-Computer Interaction CSCW(3), doi:10.1145/3359166

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Pedro Monteiro, Davide Nicolini, Ingrid Erickson, Lisa E. Cohen, Gina Dokko, Greetje F. Corporaal, Arvind Karunakaran, Beth A. Bechky, Siobhan O’Mahony (2024): Beyond the Buzz: Scholarly Approaches to the Study of Work, In: Journal of Management Inquiry 1(34), doi:10.1177/10564926241261259

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Pedro Sanches, Barry Brown (2018): Data Bites Man, In: Proceedings of the ACM on Human-Computer Interaction CSCW(2), doi:10.1145/3274422

Kristin N Dew, Sophie Landwehr-Sydow, Daniela K Rosner, Alex Thayer, Martin Jonsson (2019): Producing Printability: Articulation Work and Alignment in 3D Printing, In: Human–Computer Interaction 5-6(34), doi:10.1080/07370024.2019.1566001

Drew Paine, Lavanya Ramakrishnan (2019): Surfacing Data Change in Scientific Work, In: Lecture Notes in Computer Science, doi:10.1007/978-3-030-15742-5_2

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Joy Ming, Dana Gong, Chit Sum Eunice Ngai, Madeline Sterling, Aditya Vashistha, Nicola Dell (2024): Wage Theft and Technology in the Home Care Context, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(8), doi:10.1145/3637428

Cheryl A. Thompson (2018): Cultivating data expertise: Learning strategies & conditions for research institutions, In: Proceedings of the Association for Information Science and Technology 1(55), doi:10.1002/pra2.2018.14505501056

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Yves Hallee, Annick Parent-Lamarche, Miguel Delattre (2024): Is job evaluation compatible with care work?, In: Journal of Industrial Relations 3(66), doi:10.1177/00221856241254141

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Alev Coban (2024): Chapter 5 Writing Media Stories - The Socio-Technical Care Work of Storytelling, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-008

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Sarah E. Fox, Vera Khovanskaya, Clara Crivellaro, Niloufar Salehi, Lynn Dombrowski, Chinmay Kulkarni, Lilly Irani, Jodi Forlizzi (2020): Worker-Centered Design: Expanding HCI Methods for Supporting Labor, In: Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3334480.3375157

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Mirjam Landowski, Jana-Sophie Effert, Franziska Günther, Markus Tebart, Frauke Moerike (2024): Beyond Hallway Chats ? Negotiating Content Awareness in Hybrid Work Practices, In: Proceedings of Mensch und Computer 2024, doi:10.1145/3670653.3677523

Sarah E. Fox, Samantha Shorey (2024): Artfully Integrating AI: Proceeding Responsibly With Worker-Centered Best Practices, In: Humane Autonomous Technology, doi:10.1007/978-3-031-66528-8_4

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Alev Coban (2024): Chapter 8 Love - The Careful Making of Technologies, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-013

Daniela K. Rosner, Samantha Shorey, Brock R. Craft, Helen Remick (2018): Making Core Memory, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3174105

Geri Augusto (2008): Digitizing IKS: Epistemic complexity, datadiversity & cognitive justice*, In: International Information & Library Review 4(40), doi:10.1080/10572317.2008.10762785

Ann Light, Chris Frauenberger, Jennifer Preece, Paul Strohmeier, Maria Angela Ferrario (2017): Special Topic: Taking Action in a Changing World, In: Interactions 1(25), doi:10.1145/3169128

Kalle Kusk, Midas Nouwens (2022): Platform-Mediated Food Delivery Work, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(6), doi:10.1145/3555645

Paola Tubaro, Antonio A. Casilli (2019): Micro-work, artificial intelligence and the automotive industry, In: Journal of Industrial and Business Economics 3(46), doi:10.1007/s40812-019-00121-1

Chiara Rossitto (2021): Political Ecologies of Participation, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(5), doi:10.1145/3449286

Attila Bruni, Francesco Miele, Enrico Maria Piras (2017): Organizzare network socio-sanitari: il lavoro di pazienti e familiari nell'orchestrazione dei servizi di cura, In: STUDI ORGANIZZATIVI 1, doi:10.3280/so2017-001003

Megh Marathe, Yoonseon Yi, Chia-Hsuan Su, Ting-Wei Chang, Gabriela Marcu (2021): Tedious Versus Taxing: The Nature of Work in a Behavioral Health Context, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(5), doi:10.1145/3476043

Melissa A. Valentine, Steven M. Asch, Esther Ahn (2023): Who Pays the Cancer Tax? Patients’ Narratives in a Movement to Reduce Their Invisible Work, In: Organization Science 4(34), doi:10.1287/orsc.2022.1627

Lizzie Richardson (2023): How is the platform a workplace? Moving from sites to infrastructure, In: Transactions of the Institute of British Geographers 1(49), doi:10.1111/tran.12625

Alev Coban (2024): Chapter 9 Fear - The Calculative Making of Technologies, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-014

Helena Karasti, Jeanette Blomberg (2017): Studying Infrastructuring Ethnographically, In: Computer Supported Cooperative Work (CSCW) 2(27), doi:10.1007/s10606-017-9296-7

Julie Sascia Mewes, Michelle L. Elliot, Kim Lee (2017): Cutting through the layers: Alternating perspectives and co-laborative analytic approaches to understanding occupation and its objects, In: Journal of Occupational Science 4(24), doi:10.1080/14427591.2017.1373374

Francesco Miele, Carlos Godoy, Welmoed K. van Deen (2024): “Being Informed About My Health Without Going to a Doctor’s Appointment”: Doctors’ and Patients’ Narratives About a Future with AI, In: Reframing Algorithms, doi:10.1007/978-3-031-52049-5_6

Karen Baker, Florence Millerand (2007): Articulation Work Supporting Information Infrastructure Design: Coordination, Categorization, and Assessment in Practice, In: 2007 40th Annual Hawaii International Conference on System Sciences (HICSS'07), doi:10.1109/hicss.2007.88

Peter Gronn (2000): Distributed Properties, In: Educational Management & Administration 3(28), doi:10.1177/0263211x000283006

Paul F. Marty (2005): Factors Influencing the Co-Evolution of Computer-Mediated Collaborative Practices and Systems: A Museum Case Study, In: Journal of Computer-Mediated Communication 4(10), doi:10.1111/j.1083-6101.2005.tb00275.x

Nelly Oudshoorn (2016): The Vulnerability of Cyborgs, In: Science, Technology, & Human Values 5(41), doi:10.1177/0162243916633755

Margaret Jack, Jay Chen, Steven J. Jackson (2017): Infrastructure as Creative Action, In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3025453.3025889

Jennifer G. Kim, Ha-Kyung Kong, Hwajung Hong, Karrie Karahalios (2020): Enriched Social Translucence in Medical Crowdfunding, In: Proceedings of the 2020 ACM Designing Interactive Systems Conference, doi:10.1145/3357236.3395520

Jingjing Liu, Xun Wang, Peter Tolmie, Volker Wulf (2023): Articulation Work and the Management of Intersubjectivity Disjunctures in Offshored Production, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(7), doi:10.1145/3579458

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R. Stuart Geiger, Dorothy Howard, Lilly Irani (2021): The Labor of Maintaining and Scaling Free and Open-Source Software Projects, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(5), doi:10.1145/3449249

Nelly Oudshoorn (2020): Conclusions: Towards a Sociology of Resilient Cyborgs, In: Resilient Cyborgs, doi:10.1007/978-981-15-2529-2_10

Trisha Greenhalgh, Joseph Wherton, Sara Shaw, Chrysanthi Papoutsi, Shanti Vijayaraghavan, Rob Stones (2019): Infrastructure Revisited: An Ethnographic Case Study of how Health Information Infrastructure Shapes and Constrains Technological Innovation, In: Journal of Medical Internet Research 12(21), doi:10.2196/16093

Alexander Boden, Frank Rosswog, Gunnar Stevens, Volker Wulf (2014): Articulation spaces, In: Proceedings of the 17th ACM conference on Computer supported cooperative work & social computing, doi:10.1145/2531602.2531621

Agnete Meldgaard Hansen (2021): Dignity equals distance? Pursuing dignity in care for older adults, In: Ageing and Society 5(43), doi:10.1017/s0144686x21000891

Molly V. Shea, A. Susan Jurow, Jovita Schiffer, Meg Escudé, Aurora Torres (2023): Infrastructural injustices in community‐driven afterschool<scp>STEAM</scp>, In: Journal of Research in Science Teaching 8(60), doi:10.1002/tea.21852

Adrienne Pichon, Kayla Schiffer, Emma Horan, Bria Massey, Suzanne Bakken, Lena Mamykina, Noemie Elhadad (2021): Divided We Stand, In: Proceedings of the ACM on Human-Computer Interaction CSCW3(4), doi:10.1145/3434170

Deborah A. Garwood, Alex H. Poole (2021): Archivists' Information Work Lines: Affective, Information Management, and Hybrid <scp>Onsite‐Remote</scp> Work Performance, In: Proceedings of the Association for Information Science and Technology 1(58), doi:10.1002/pra2.477

Daniel Hellmann, Carleen Maitland, Andrea Tapia (2016): Collaborative Analytics and Brokering in Digital Humanitarian Response, In: Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing, doi:10.1145/2818048.2820067

Charlotte Tang, Yunan Chen, Karen Cheng, Victor Ngo, John E. Mattison (2017): Awareness and handoffs in home care: coordination among informal caregivers, In: Behaviour & Information Technology 1(37), doi:10.1080/0144929x.2017.1405073

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Camille Girard-Chanudet (2023): Le travail de l’Intelligence Artificielle : concevoir et entraîner un outil de pseudonymisation automatique à la Cour de Cassation, In: RESET, doi:10.4000/reset.4731

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Irene van Oorschot (2014): Seeing the Case Clearly: File‐Work, Material Mediation, and Visualizing Practices in a Dutch Criminal Court, In: Symbolic Interaction 4(37), doi:10.1002/symb.126

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Deborah Giustini (2022): Embedded Strangers in One’s Own Job? Freelance Interpreters’ Invisible Work: A Practice Theory Approach, In: Work, Employment and Society 4(37), doi:10.1177/09500170211059351

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Katie Berns, Chiara Rossitto, Jakob Tholander (2023): Learning from Other Communities: Organising Collective Action in a Grassroots Food-sharing Initiative, In: Computer Supported Cooperative Work (CSCW) 4(32), doi:10.1007/s10606-023-09468-5

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Roman Solé-Pomies (2023): Infrastructural expertise for sustainable mobility: evolutions of road management in French local governments, In: Transportation Research Procedia, doi:10.1016/j.trpro.2023.11.762

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Anastasia Suslow, Chantal Giehl, Jannis Hergesell, Horst Christian Vollmar, Ina Carola Otte (2023): Durchführung qualitativer Forschung unter pandemiebedingten Einschränkungen – Überlegungen, Herausforderungen und Vorteile: Ein Erfahrungsbericht, In: Das Gesundheitswesen S 03(85), doi:10.1055/a-2129-6311

Lindsay S. Mayberry (2016): THE HIDDEN WORK OF EXITING HOMELESSNESS: CHALLENGES OF HOUSING SERVICE USE AND STRATEGIES OF SERVICE RECIPIENTS, In: Journal of Community Psychology 3(44), doi:10.1002/jcop.21765

Alison Gerber (2022): Drawing the Line: Evaluation, Boundary Work, and Boundary Objects in a New Discipline, In: The Cultural Sociology of Art and Music, doi:10.1007/978-3-031-11420-5_14

Jacki O’Neill, Anupama Dhareshwar, Srihari H. Muralidhar (2017): Working Digital Money into a Cash Economy: The Collaborative Work of Loan Payment, In: Computer Supported Cooperative Work (CSCW) 4-6(26), doi:10.1007/s10606-017-9289-6

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Simon Kristoffer Johansen, Liam Maclachlan, Ramie Hillier, Glenn Taylor, Rebecca Mellor, Michael Skovdal Rathleff, Bill Vicenzino (2022): Exploring patients' and physiotherapists' visions on modelling treatments and optimising self-management strategies for patellofemoral pain: A future workshop approach., In: Musculoskeletal Science and Practice, doi:10.1016/j.msksp.2022.102567

Mia Rosa Koss Hartmann, Ninna Meier (2023): “Letting the Uniform Take It”: Emotion absenting and its role in institutional maintenance, In: Organization Studies 11(44), doi:10.1177/01708406231175297

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Götz Hoeppe (2018): Tensions of Accountability: Scientists, Technicians and the Ethical Life of Data Production in Astronomy, In: Science as Culture 4(27), doi:10.1080/09505431.2018.1510909

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Shruti Sannon, Jordyn Young, Erica Shusas, Andrea Forte (2023): Disability Activism on Social Media: Sociotechnical Challenges in the Pursuit of Visibility, In: Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3544548.3581333

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Jannine van Schothorst–van Roekel, Anne Marie J.W.M. Weggelaar-Jansen, Carina C.G.J.M. Hilders, Antoinette A. De Bont, Iris Wallenburg (2021): Nurses in the lead: a qualitative study on the development of distinct nursing roles in daily nursing practice, In: BMC Nursing 1(20), doi:10.1186/s12912-021-00613-3

Shruti Sannon, Dan Cosley (2022): Toward a More Inclusive Gig Economy: Risks and Opportunities for Workers with Disabilities, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(6), doi:10.1145/3555755

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Camilla Lawaetz Wimmelmann, Kathrine Vitus, Signe Smith Jervelund (2017): Challenged assumptions and invisible effects: an explorative case study of a health education intervention addressing immigrants, In: International Journal of Migration, Health and Social Care 4(13), doi:10.1108/ijmhsc-03-2016-0014

Julien Guibourdenche, Jacqueline Vacherand-Revel, Michèle Grosjean, Myriam Fréjus, Yvon Haradji (2011): Using multiple scores for transcribing the distributed activities of a family, In: Proceedings of the ACM 2011 conference on Computer supported cooperative work, doi:10.1145/1958824.1958933

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

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