Are Administrative Roles Becoming Mindless? The Hidden Costs of Disengagement
Have you ever reached out for help with a service, only to be bounced from one person to another, left feeling frustrated and unheard? If so, you’re not alone – and this experience often points to a deeper issue within organizations. When customers feel like "pinballs," this is a common symptom of staff disengagement, especially in administrative roles that may seem fragmented and undervalued. Harry Braverman’s seminal work, Labor and Monopoly Capital (1974), sheds light on this issue, observing how technology, originally intended to simplify work, has often led to jobs that are “ subdivided into petty operations ” – repetitive, low-skill tasks that fail to engage workers or make use of their full potential. Administrative roles, in particular, can become monotonous and lack opportunities for growth, leaving employees feeling alienated and undervalued. Reflecting on my journey in the educational sector since 1992, I've seen firsthand how administrative roles have evolv