Opinion

The Do-It-Yourself Economy

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by: Ellen Goodman, Truthdig.com

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From booking one's own itinerary to bagging one's own groceries, Ellen Goodman describes what she calls the growing "self-service economy."
(Photo: ToastyKen)

    I finally drew the line at a dinner invitation. My husband wanted to try a much-touted restaurant that presents you with a platter of raw foods and a hot pot. The prospect of this adventure in dining didn't exactly thrill me. If I want to cook my own food, I answered rather testily, I'll eat at home.

    Until then, I had drifted along with the do-it-yourself economy. I bused my own lunch trays. I booked my own movie tickets. I checked myself in at hotel kiosks. I even succumbed when an upscale seafood restaurant expected me to swipe my credit card through a handheld computer as if I were in a supermarket.

    But maybe it was the election-year rants about the offshoring of American jobs - ranging from those of steelworkers to those of computer programmers - that finally got me. The outsourcing of work to other countries has produced endless ire. But what about the outsourcing of work to thee and me?

    For every task shipped abroad by a corporation, isn't there another one sloughed off onto that domestic loser, the consumer? For every job that's going to a low-wage economy, isn't there another going into our very own no-wage economy?

    I'm not just talking about do-it-yourself gas pumping, which is by now so routine that the memory of an actual person washing your windshield has receded into the mists of AARP nostalgia. Back when gas cost $2 a gallon, self-service was offered at a discount. Today, gas is more than $4, and, in most parts of the country, full service - a retronym if there ever was one - is available only at a premium.

    What's happening on land is happening in the air. We are now expected to book our own itinerary, print our boarding passes and do everything at the airport except pat ourselves down for liquids.

    In this self-service economy, we also serve (ourselves) by having intimate and endless conversations with voice-recognition machines simply to refill a prescription drug or check our bank balance. We are expected to interact with "labor-saving technology" without realizing that it's labor-transferring technology. The job has not been "saved"; it's been taken out of the paid sector, where employees have a nasty habit of expecting salaries, and put into the unpaid sector, where suckers 'r' us.

    I am tempted to say that customer service has gone the way of the house call, but that reminds me that even medicine has been outsourced to patients who buy do-it-yourself kits to test and track everything from HIV to blood pressure. The Internet ad for a do-it-yourself eye surgery kit may be, I pray, a hoax. But in an era when every operation short of brain surgery is done on an outpatient basis, nursing care has already been outsourced to family members whose entire medical training consists of TiVo-ing "Grey's Anatomy."

    The axis of this evil isn't really globalization, it's privatization. Consider all the major jobs that have now become part of our personal portfolio. We've become our own computer geeks as help lines become self-help lines. We've become our own pension planners and financial analysts managing our 401(k)s. We are even expected to be health care analysts, determining which star in the galaxy of drug prescription plans covers the ever-changing cast of pills in our medicine cabinet.

    All of this is framed in the language of free choice. As opposed to, say, free time.

    An MIT economist assures me cheerily that many Americans are willing to accept less service for lower cost. In a society built on the value of self-reliance, I am told, we may even feel virtuous when we put together our own bookcase or install our own hard drive.

    But I have yet to find an economist who has figured out the human cost of "lower cost" or tallied up the transfer of labor from companies to customers. I've yet to find a consumer who has added, subtracted or multiplied the amount of time we are now spending on the second shift of life management.

    Remember back when women were asking "Can We Have It All?" The answer turned out to be that we could have it all only if we could do it all ... and all by ourselves. Now men and women have won equal opportunity in the do-it-all-by-yourself world. We have officially become our own nonprofit centers.

    Welcome to the self-service economy where we are never without work to be done. Let's celebrate by dining out together. Bring your carrot peeler.

    --------

    Ellen Goodman's e-mail address is ellengoodman@globe.com.

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Comments

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where is all this money

where is all this money going, that the businesses are saving by making the consumers do all the work? well, the salaries of American CEO's that voted for G.W. Bush are at an all-time-high...

The most dangerous words in

The most dangerous words in the English language? "In order to serve you better..." Whenever you hear them, look out. You are about to get screwed out of time or money, or both.

Our society is unravelling

Our society is unravelling faster than we can re-knit its fabric. Increasing workloads, decreasing buying power, massive, relentless loss of employment, the immediate future will not be a pretty scene. Increasing personal crime, more illiteracy in the workplace, increasingly frequent transportation accidents, food safety scares, and our children spend more and more time staring into tiny screens rather than interacting with the outside world. The Boomers are the last group to get a real comprehensive education- those who can make and mend will survive better than those who have no hand skills.

An additional aspect of this

An additional aspect of this issue is the "30 day return for any reason" at the big box stores. When the concept of these kind of retail outlets was being cooked up, they realized they could cut quality control out of the production process in order to fatten up the bottom line and make a virtue out of it. You and I are now unpaid quality control personnel. When the product is defective or simply poorly made as is VERY often the case, we have to spend time and gas money to take it back to the store, and they basically make money off our unpaid labor AND they get us to think it's great customer service. It's a classic flim-flam.

Maybe I'm the only reader so

Maybe I'm the only reader so far from the service sector, I don't know. I'd prefer to stop being your servant and work together with you. Our economy is in a position where we can choose between demanding that poorer people do more of the work we don't want to again and actually equitably sharing labor. Do It Yourself is isolating and taxing while Do It Ourselves can liberate not only our time and labor, but perhaps also our minds from traditional classism. Thanks for writing this article.

a -15%[or so] discount

a -15%[or so] discount should be deducted from total bill every time customers use the self-service/do-it-yourself checkouts...

Ellen Goodman's op-ed piece

Ellen Goodman's op-ed piece should have gone one step further and reminded us that the very computers which we're asked to service ourselves with also enable us to make campaign contributions so that perhaps at long last the American political system can get free of corporate lobbyists and corporate control which is always exercised against the interests of the public and for "executive privilege," a term which applies not just to George Bush but to every CEO.

Interesting commentary.

Interesting commentary. Another example of the unhealthy changes to the American economic system. Worker productivity has climbed almost every year, the GDP has also increased and we have all been getting poorer services and taking on more "responsibility" for the services we receive. All of those changes represent money going somewhere. Since wages have not been growing as fast at productivity and the GDP and we are all saving money for the business from whom we get our services I must ask, "Where is all that money going?"

How true this is! Many times

How true this is! Many times I have stood in a long line at Home Depot (often the ONLY line with a human being at the register) and watched while PAID EMPLOYEES of the store stand around gabbing with each other, or doing nothing at all, like some sort of customer life guards waiting for someone to yell for assistance at their self-help checkouts - which many people DO NOT WANT TO USE! Yet they still force people to use them by shutting down the manned check out counters while leaving two or three of these self service lines open. I'm sick and tired of talking to machines, bagging my own items, and generally working like an unpaid slave for the store... just so they can save a few bucks on their corporate payroll while their employees stand around getting more and more rude and stupid every day. If we're becoming a "Service Economy" as everyone says, then WHERE THE HELL IS THE SERVICE??? In the meantime the prices just keep going up, and up, and up! We all need to start boycotting these greedy stores that want you to be a slave to them while they pick your pockets clean!

The reality is that YOU will

The reality is that YOU will not pay 10 cents more to buy our "stuff" just to pay for that person to check you out.

right on, ellen.

right on, ellen.

I actually LIKE alot of

I actually LIKE alot of those self-service things. I find self-checkouts really convenient, and I prefer to use an automated phone system to going through a person. I think that, in the end, we'll transition to a more automated economy, where machines will take a lot of the duties that are now done by humans and do them far more effectively. The 40-hour workweek will be as much a relic of the past as the 60- or more hour workweeks of the 19th century. The Automation Revolution will probably be a rather difficult transition, though, and I can't say that I'm happy finding myself living during it. But, I think our descendants will be happier for it.

Your article reminded me of

Your article reminded me of the old folk song "John Henry" (not sure who wrote it, Johnny Cash did a nice version) where John Henry challenges the Steam Hammer to a contest of driving spikes for railroad ties. John Henry asks "do engines get rewarded for their steam". Anyway, I enjoyed the article. Steve Lorig http://www.myspace.com/stevelorig

Thanks for your compassion,

Thanks for your compassion, Peggy.

A former co-worker and

A former co-worker and fellow Teamster told me a few weeks ago about his latest do-it-yourselfer. The trucking company he works for will no longer make the necessary payroll deductions for income taxes, social security, medicare, etc., from his weekly check so they can save money on accountants. Now he's a truck driver AND an accountant! With the cost of fuel like it is, he's getting ready to move into his truck full time.

Thank you, Ellen, for

Thank you, Ellen, for putting into writing what I've been saying for years. My biggest peeve at the moment is the self checkout line at the supermarket. Even if I have only one item I always go to a real human being to check me out. It's not that I am incapable of running an item over a scanner, it's that I value human contact and I don't want to deprive a neighbor of a decent job...

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