As author and professor Dr. Craig Lambert explains, we all increasingly “find ourselves doing a stack of jobs we never volunteered for, chores that showed up in our lives below the scan of awareness.” Lambert calls these tasks “shadow work” and in his book of the same name, he describes this labor as “all the unpaid tasks we do on behalf of businesses and organizations.”
You perform shadow work whenever you do jobs that used to be done by a paid employee, but have now been outsourced to the consumer: pumping gas, booking a travel itinerary, bussing a table, and so on. We likewise do shadow work whenever we bank online or use an ATM instead of a teller, check-in to flights or a hotel using a kiosk rather than a human, and wait on hold for an hour to talk to a scarce customer service representative. When we can’t find a knowledgeable salesman to talk to and get a recommendation from at a big box store, and instead must take over his job and shop online, spending hours comparing model features and reading reviews, we’re doing shadow work then too. When we follow through on these online transactions, entering in our credit card number and address for the umpteenth thousandth time, we do yet more shadow work — this time as DIY cashiers.