#bossware

And wouldn't you know it, supply caught up with demand and tech companies instituted a program of mass layoffs. When Google laid off 12,000 workers (just before a $80b stock buyback that would have paid their wages for 27 years), they calmed investors by claiming that they weren't doing this because business was bad – they were just correcting some pandemic-era overhiring. But Google didn't just fire junior programmers – they targeted some of their most senior (and thus mouthiest and highest-paid) techies for the chop.

Today, Sergey and Zuck no longer attend engineering meetings ("Not a good use of my time" -M. Zuckerberg). Tech workers are getting laid off at the rate of naughts. And none of these bastards can shut up about how many programmers they plan on replacing with AI:

https://pluralistic.net/2025/08/05/ex-princes-of-labor/#hyper-criti-hype

And wouldn't you know it, the shitty monitoring and ranking technology that programmers made to be used on other workers is finally being used on them:

https://jonready.com/blog/posts/everyone-in-seattle-hates-ai.html

Naturally, the excuse is monitoring AI usage. Microsoft – along with all the other AI-peddling tech companies – keep claiming that their workers adore using AI to write software, but somehow, also have to monitor workers so they can figure out which ones to fire because they're not using AI enough:

https://www.itpro.com/software/development/microsoft-claims-ai-is-augmenting-developers-rather-than-replacing-them

This is the "shitty technology adoption curve" in action. When you have a terrible, destructive technology, you can't just deploy it on privileged people who get taken seriously in policy circles. You start with people at the bottom of the privilege gradient: prisoners, mental patients, asylum-seekers. Then, you work your way up the curve – kids, gig workers, blue collar workers, pink collar workers. Eventually, it comes for all of us:

https://pluralistic.net/2021/02/24/gwb-rumsfeld-monsters/#bossware

As Ed Zitron writes, tech hasn't had a big, successful product (on the scale of, say, the browser or the smartphone) in more than a decade. Tech companies have seemingly run out of new trillion-dollar industries to spawn. Tech bosses are pulling out all the stops to make their companies seem as dynamic and profitable as they were in tech's heyday.

Firing workers and blaming it on AI lets tech bosses transform a story that would freak out investors ("Our business is flagging and we had to fire a bunch of valuable techies") into one that will shake loose fresh billions in capital ("Our AI product is so powerful it let us fire a zillion workers!").

And for tech bosses, mass layoffs offer another, critical advantage: pauperizing those princes of labor, so that they can shed their company gyms and luxury commuter busses, cut wages and benefits, and generally reset the working expectations of the tech workers who sit behind a keyboard to match the expectations of tech workers who assemble iPhones, drive delivery vans, and pack boxes in warehouses.

For tech workers who currently don't have a pee bottle or a suicide net at their job-site, it's long past time to get over this founder-in-waiting bullshit and get organized. Recognize that you're a worker, and that workers' only real source of power isn't ephemeral scarcity, it's durable solidarity:

https://techworkerscoalition.org/

If you'd like an essay-formatted version of this post to read or share, here's a link to it on pluralistic.net, my surveillance-free, ad-free, tracker-free blog:

https://pluralistic.net/2025/12/09/temporarily-embarrassed-founders#solidarity-beats-scarcity

Image: Cryteria (modified) https://commons.wikimedia.org/wiki/File:HAL9000.svg

Those workers have every reason to unionize, and they have done their damndest, but Amazon has defeated worker union drives, again and again. How does Amazon win these battles? Simple: they cheat. They illegally fire union organizers:

https://pluralistic.net/2020/03/31/reality-endorses-sanders/#instacart-wholefoods-amazon

And then they smear unions to the press and to their own workers with lies (that subsequently leak):

https://pluralistic.net/2020/04/03/socially-useless-parasite/#christian-smalls

They spend millions on anti-union tech, spying on workers and creating "heatmaps" that let them direct their anti-union efforts to specific stores and facilities:

https://pluralistic.net/2020/04/21/all-in-it-together/#guard-labor-v-redistribution

They make workers use an official chat app, and then block any messages containing forbidden words, like "fairness," "grievance" and "diversity":

https://pluralistic.net/2022/04/05/doubleplusrelentless/#quackspeak

That's just the tip of the iceberg. A new investigation by Northwestern University's Teke Wiggin draws on worker interviews and FOIA requests to the NLRB to assemble a first-of-its-kind catalog of Amazon's labor-disciplining, union-busting tactics:

https://journals.sagepub.com/doi/10.1177/23780231251318389

Disciplining labor and busting unions go hand in hand. It's a simple equation: the harder it is for your workers to form a union, the worse you can treat them without facing labor reprisals, because individual workers' options are limited to a) quitting or b) sucking it up, while unionized workers can grieve, sue, and strike.

At the core of Amazon's labor discipline technology is "algorithmic management," which is exactly what it sounds like: replacing middle managers with software that counts your keystrokes, watches your eyeballs, or applies a virtual caliper to some other metric to decide whether you're a good worker or a rotten apple:

https://pluralistic.net/2024/11/26/hawtch-hawtch/#you-treasure-what-you-measure

Automation theory describes two poles of workplace automation: centaurs (in which workers are assisted by technology) and "reverse-centaurs" (in which workers provide assistance to technology):

https://pluralistic.net/2021/03/19/the-shakedown/#weird-flex

Amazon is a reverse-centaurism pioneer. Take the delivery drivers whose every maneuver, eyeball movement, and turn signal is analyzed and inevitably, found wanting, as workers seek to satisfy impossible quotas that can't even be met if you pee in a bottle instead of taking toilet breaks:

https://pluralistic.net/2023/10/20/release-energy/#the-bitterest-lemon

Then there's the warehouse workers who are also tormented with impossible, pisscall-annihilating quotas. Some of these workers are fitted with haptic wristbands that buzz to tell them they're being too slow at picking up an item and dropping it into a box, pushing them to faster, joint-destroying paces that account for Amazon's enduring position as the most worker-maiming warehouse employer in the nation:

https://pluralistic.net/2021/02/05/la-bookseller-royalty/#megacycle

In his paper, Wiggin does important work connecting these "electronic whips" to Amazon's arsenal of traditional union-busting weapons, like "captive audience" meetings where workers are forced to sit through hours of anti-union indoctrination. For Wiggin, bossware tools aren't just a stick to beat workers with – they're also a carrot that can be used to diffuse a worker's outrage ahead of a key union vote.

Algorithmic management isn't just software that wrings more work out of workers – it's software that replaces managers. By surveilling workers – both on the job and in social media spaces (like subreddits) where workers gather to talk, Amazon can tune the "electronic whip," reducing quotas and easing the pace of work so that workers view their jobs more favorably and are more receptive to anti-union propaganda.

This is "twiddling" – exploiting the digital flexibility of a system to "twiddle the knobs" governing its business logic, changing everything from prices to wages, search rankings to recommendations, in realtime, for every customer and worker:

https://pluralistic.net/2023/02/19/twiddler/

Twiddling combines surveillance data with flexible business logic to create an unbeatable house advantage. If you're an Amazon shopper, you get twiddled all the time, as Amazon replaces the best matches for your searches with paid results. If you buy that first product result, you'll pay an average of 29% more than the best match for your search:

https://pluralistic.net/2023/11/06/attention-rents/#consumer-welfare-queens

Worker-side twiddling is even more dystopian. When a nurse is assigned a shift by an "Uber for nurses" app, the app checks whether the worker has overdue credit card bills, which trigger lower wages (on the theory that an indebted worker is a desperate worker):

https://pluralistic.net/2024/12/18/loose-flapping-ends/#luigi-has-a-point

When it comes to union-busting, Amazon's found a new use for twiddling: lessening the pace of work, which Wiggin calls "algorithmic slack-cutting." The important thing about algorithmic slack-cutting is that it's only temporary. The algorithm that reduces your work-load in the runup to a union vote can then dial the pace of work up afterward, by small, random increments that are below the threshold at which they register on the human sensory apparatus. They're not so much boiling the frog as poaching it.

Meanwhile, Amazon gets to flood the zone with anti-union messages, including mandatory messages on the app that assigns your shifts – a captive audience meeting in every pocket.

Between social media surveillance and on-the-job surveillance, Amazon has built a powerful training set for algorithms designed to crush workplace democracy. That's how things go for Amazon's warehouse workers and delivery drivers, and the shelf-stockers at Whole Foods.

But of course, the picture is very different for Amazon's techies, who enjoy the industry standard of high wages and lavish perks.

For now.

The tech industry is in the midst of three years' worth of mass layoffs: 260K in 2023, 150k in 2024, tens of thousands this year. None of this is due to a shortfall in profits, mind: Google laid off 12,000 workers just weeks after staging a stock buyback that would have funded their salaries for 27 years. Meta just announced a 5% across-the-board headcount cut and that it was doubling its executive bonuses.

In other words, tech is firing workers not because it must, but because it can. When workers depend on scarcity – instead of unions – as a source of power, they dig their own graves. For well-paid, scarcity-based coders, every new computer science graduate is the enemy, eroding the scarcity that your wages depend on.

Amazon coders get to come to work with pink mohawks, facial piercings, and black t-shirts that say things their bosses don't understand. They get to pee whenever they want to. That's not because Jeff Bezos is sentimentally attached to techies and bears personal animus toward warehouse workers. Jeff Bezos wants to pay his workforce as little as he can. He treats his tech workers with respect because he's afraid of them, because if they quit, he can't replace them, and without their work, he can't make money.

Once there's an army of unemployed coders who'll take your job, Jeff Bezos doesn't have to fear you anymore. He can fire you and replace you the next day.

Bezos is obviously incredibly horny for this. Like most tech bosses, he dreams of a world in which entitled hackers can't call their bosses dumbshits and decline to frog when they shout "jump!" That's why Amazon PR puts so much energy into trumpeting the business's use of AI to replace coders:

https://www.hrgrapevine.com/us/content/article/2024-08-22-amazon-cloud-ceo-warns-software-engineers-ai-could-replace-your-coding-work-within-2-years

It's not just that they're excited about firing coders and saving money – they're even more excited about transforming the job of "Amazon coder," from someone who solves complex technical problems to someone who performs tedious code review on automatically generated code barfed up by a chatbot:

https://pluralistic.net/2024/04/01/human-in-the-loop/#monkey-in-the-middle

"Code reviewer" is a much less fulfilling job than "programmer." Code reviewers are also easier to replace than programmers. A code reviewer is a reverse-centaur, a servant to the machine. Every time you hear "AI-assisted programmer," you should substitute "programmer-assisted AI."

Programming is even more bossware-ready than working in a warehouse. The machines coders use are much easier to fit with surveillance technology that monitors their performance – and spies on their communications, looking for dissenting chatter – than a warehouse floor. The only thing that stopped Jeff Bezos from treating his programmers like his warehouse workers is their scarcity. That scarcity is now going away.

That's bad news for Amazon customers, too. Tech workers often feel a sense of duty to their users, a "vocational awe" that drives them to put in long hours to make things their users will enjoy. The labor power of tech workers has long served as a check on the impulse to enshittify those products:

https://pluralistic.net/2023/11/25/moral-injury/#enshittification

As tech workers' power wanes, they don't just lose the ability to protect themselves from their bosses' greediest, most sadistic urges – they also lose the power to defend all of us. Smart tech workers know this. That's why Amazon tech workers walked out in support of Amazon warehouse workers:

https://pluralistic.net/2021/01/19/deastroturfing/#real-power

Which led to their prompt dismissal:

https://pluralistic.net/2020/04/14/abolish-silicon-valley/#hang-together-hang-separately

Tech worker/gig worker solidarity is the only way workers can win against tech bosses and defeat the shitty technology adoption curve:

https://pluralistic.net/2024/01/13/solidarity-forever/#tech-unions

Wiggin's report isn't just a snapshot of Amazon warehouse workers' dystopian present – it's a promise of Amazon tech workers' future. The future is here, in Amazon warehouses, and every day, it's getting closer to Amazon's technical offices.

If you'd like an essay-formatted version of this post to read or share, here's a link to it on pluralistic.net, my surveillance-free, ad-free, tracker-free blog:

https://pluralistic.net/2025/03/13/electronic-whipping/#youre-next

Image: Cryteria (modified) https://commons.wikimedia.org/wiki/File:HAL9000.svg

Bosses get stack-ranks of workers showing which workers closed the most tickets, worked the fastest, spent the least time idle between jobs, and, of course, whether the client gave them five stars. Workers know it, creating an impossible bind: to do the job well, in a friendly fashion, the worker has to take time to talk with the client, understand their needs, and do the job. Anything less will generate unfavorable reports from clients. But doing this will blow through time quotas, which produces bad reports from the bossware. Heads you lose, tails the boss wins.

Predictably, Microsoft has shoveled "AI" into every corner of this product. Bosses don't just get charts showing them which workers are "underperforming" – they also get summaries of all the narrative aspects of the workers' reports (e.g. "My client was in severe pain so I took extra time to make her comfortable before leaving"), filled with the usual hallucinations and other botshit.

No boss could exert this kind of fine-grained, soul-destroying control over any workforce, much less a workforce that is out in the field all day, without Microsoft's automation tools. Armed with Dynamics 365, a boss becomes a true centaur, capable of superhuman feats of labor abuse.

And when workers are subjected to Dynamics 365, they become true reverse-centaurs, driven by "digital whips" to work at a pace that outstrips the long-term capacity of their minds and bodies to bear it. The enthnographic parts of the report veer between chilling and heartbreaking.

Microsoft strenuously objects to this characterization, insisting that their tool (which they advise bosses to use to check on workers' location every 60-300 seconds) is not a "surveillance" tool, it's a "coordination" tool. They say that all the AI in the tool is "Responsible AI," which is doubtless a great comfort to workers.

In Microsoft's (mild) defense, they are not unique. Other reports in the series show how retail workers and hotel housekeepers are subjected to "despot on demand" services provided by Oracle:

https://crackedlabs.org/en/data-work/publications/retail-hospitality

Call centers, are even worse. After all, most of this stuff started with call centers:

https://crackedlabs.org/en/data-work/publications/callcenter

I've written about Arise, a predatory "work from home" company that targets Black women to pay the company to work for it (they also have to pay if they quit!). Of course, they can be fired at will:

https://pluralistic.net/2021/07/29/impunity-corrodes/#arise-ye-prisoners

There's also a report about Celonis, a giant German company no one has ever heard of, which gathers a truly nightmarish quantity of information about white-collar workers' activities, subjecting them to AI phrenology to judge their "emotional quality" as well as other metrics:

https://crackedlabs.org/en/data-work/publications/processmining-algomanage

As Celonis shows, this stuff is coming for all of us. I've dubbed this process "the shitty technology adoption curve": the terrible things we do to prisoners, asylum seekers and people in mental institutions today gets repackaged tomorrow for students, parolees, Uber drivers and blue-collar workers. Then it works its way up the privilege gradient, until we're all being turned into reverse-centaurs under the "digital whip" of a centaur boss:

https://pluralistic.net/2020/11/25/the-peoples-amazon/#clippys-revenge

In mediating between asshole bosses and the workers they destroy, these bossware technologies do more than automate: they also insulate. Thanks to bossware, your boss doesn't have to look you in the eye (or come within range of your fists) to check in on you every 60 seconds and tell you that you've taken 11 seconds too long on a task. I recently learned a useful term for this: an "accountability sink," as described by Dan Davies in his new book, The Unaccountability Machine, which is high on my (very long) list of books to read:

https://profilebooks.com/work/the-unaccountability-machine/

Support me this summer on the Clarion Write-A-Thon and help raise money for the Clarion Science Fiction and Fantasy Writers' Workshop!

If you'd like an essay-formatted version of this post to read or share, here's a link to it on pluralistic.net, my surveillance-free, ad-free, tracker-free blog:

https://pluralistic.net/2024/08/02/despotism-on-demand/#virtual-whips

Image: Cryteria (modified) https://commons.wikimedia.org/wiki/File:HAL9000.svg