Dr Nick Waggett

In the age of the smart machine  How can we benefit from the opportunities of digitization and AI in ways that improve both the provision of services and the experience of those working in them? As a way of reflecting on the current imperative to benefit from the role-out of AI across business and public services, I have been re-reading Shoshana Zuboff’s seminal study ‘In the age of the smart machine’ . This book, published in 1988, traced the implementation of an earlier generation of computer technologies. Whilst AI has many different characteristics, opportunities and potential risks, I think Zuboff’s analysis continues to have relevance and can provide insight into what is happening today.  Automate or informate A key distinction Zuboff makes is between technology used to automate work processes or to informate them.   If technology is used only to automate work:  it can reduce skill levels, and dampen the urge towards more participatory and decentralized...

Manchester United men’s team have been struggling this season including two successive 3-0 home defeats. Inevitably, there is talk of the manager Erik ten Hag’s position being under threat unless he oversees an upturn in results. In his first season in charge, United won the League (Carabao) Cup and finished third in the Premier League to earn a return to the Champions League. So what has gone wrong this season? Reading the reports in the papers, and thinking about it as someone who works with organizational dynamics, a few things jumped out. Fresh legs – Ten Hag has brought players over from his former club Ajax who are not performing well and this has led people to question his decision-making or ‘smarts’. It is understandable that he might want to have players he feels he can trust and who have performed for him before, but I wonder what this communicated to the existing United players. Trying to replicate a ‘formula’ or even re-create the same team in a new context is unlikely to ...