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Standing Out from the Crowd: Emotional Labor, Body Labor, and Temporal Labor in Ridesharing Noopur Raval and Paul Dourish Department of Informatics, University of California, Irvine Irvine, CA 92637-3440, USA naraval@uci.edu, jpd@ics.uci.edu ABSTRACT CSCW researchers have become interested in crowd work as a new form of collaborative engagement, that is, as a new way in which people’s actions are coordinated in order to achieve collective effects. We address this area but from a different perspective – that of the labor practices involved in taking crowd work as a form of work. Using empirical materials from a study of ride-sharing, we draw inspiration from studies of the immaterial forms of labor and alternate analyses of political economy that can cast a new light on the context of crowd labor that might matter for CSCW researchers. Author Keywords Crowd labor; affective labor; immaterial labor; work practice; sharing economy; ride sharing. ACM Classification Keywords H.5.m. Information interfaces and presentation (e.g., HCI): Miscellaneous. INTRODUCTION CSCW has, since its inception, been concerned with the ways in which information technologies are and may be deployed in order to support the coordinated actions of groups and collectives. Accordingly, recent commercial and cultural interest in forms of what we might call crowd-work have been of interest to CSCW researchers, be it studying collective forms of content production as in Wikipedia [3, 21, 27] or platforms for incorporating distributed human activities into information services such as Amazon Mechanical Turk [19, 21, 31]. Most recently, a related form of distributed crowd-based service delivery has sustained research attention, which is the use of information technologies to make physical services in the world available to subscribers, in the way that, for instance, ride-sharing services like Uber and Lyft can help people get where they’re going, and space-sharing services like Airbnb can mediate between renters and tenants for short-term accommodation. Services of this sort are often glossed under terms such as the sharing economy, given the ways in which they focus on a mediated access to resources; for our purposes, we frame them as a form of crowd labor for the way in which algorithmic processes insert themselves into a labor relation. In this paper, we examine crowd labor and in particular sharing economy services in order to understand aspects of the human experience of algorithmically mediated work. In particular, drawing on a number of recent studies in and around HCI and CSCW [e.g. 2, 18, 19, 20, 21, 22, 35], we want to examine in particular the kinds of human practices that make up this emerging labor relationship. Key features of this relationship include the rhetoric of “casual” or “secondary” employment, which often vacates traditional labor concerns; voluntarism, personal engagement, and granularity are fundamental features of crowd labor, alongside the obvious concern with algorithmic mediation. We investigate how human and social practices sit alongside apps and algorithms in this new form of technologically-mediated work, using empirical data drawn from a survey and interviews with Uber and Lyft drivers in the United States, and concepts from feminist political economy to contextualize and understand our findings. In this work, then, we focus on labor considerations beyond simply its physical resources. Specifically in the range of studies that we broadly label as emotional labor, from the early and influential work of Chicago School sociology and of specific individuals such a Arlie Hochschild [15] to more recent accounts of affect theory coming largely from cultural studies [11, 17], a substantive body of research has addressed the way that emotional performance plays a significant role in one’s engagement in labor and economic life. From providing “service with a smile” to liking one’s workplace on Facebook, the range of ways that employment relations draw not only on a workers physical and intellectual but also emotional and affective resources has been broadly examined, and turns out to be of particular concern, if to date largely underexamined, within the context of ridesharing practice. The second, related component is Sarah Sharma’s studies of the cultural politics Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from Permissions@acm.org. CSCW '16, February 27-March 2, 2016, San Francisco, California, USACopyright is held by the owner/author(s). Publication rights licensed to ACM. ACM 978-1-4503-2922-4/15/03...$15.00 DOI: http://dx.doi.org/10.1145/2818048.2820026 97CSCW '16, FEBRUARY 27–MARCH2, 2016, SAN FRANCISCO, CA, USA