Informatization Policy (정보화정책)

National Information Society Agency (한국지능정보사회진흥원)
권호 표지
DOI QR코드

DOI QR Code

Analysis of Shadow Work by Changes in Ministry of SMEs and Startups Consulting Work Management Systems

중소벤처기업부 상담업무 관리시스템 변화에 따른 그림자 노동 분석

  • Sujin An (Ministry of SMEs and Startups Gwangju-Jeonnam regional office) ;
  • Joon Koh (School of Business Administration at Chonnam National University)
  • Received : 2023.03.07
  • Accepted : 2023.05.12
  • Published : 2023.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study attempts to explain phenomenologically the shadow work that occurs among Kwangju·Jeonnam business support counselors as video consultation increases due to the counseling management systems used in business consulting for SMEs and digital transformation since COVID-19. Since digital shadow work is widespread, it has been considered basic and mandatory work, not recognized as shadow work itself, assuming that it is continuously used for a long time. We found that, in the case of the newly expanded video consulting systems, most of the users complain of burden and inconvenience and tend to choose face-to-face despite the time and cost savings associated with the former. These study results practically suggest that, in order to implement such digital systems successfully, a well-prepared system, an elaborate way of reducing the burden and inconvenience, and an adaptation period are considered critical as they can minimize the shadow work of users.

본 연구는 중소벤처기업부의 상담업무 관리시스템 도입과 함께 코로나-19 이후 디지털 전환으로 비대면 상담(화상상담)의 증가에 따라 광주·전남 비즈니스지원단 상담위원들에게 발생하는 그림자 노동을 현상학적으로 설명하였다. 상담위원들의 새로운 시스템 사용 경험을 통해 사용기간, 사용 경험, 나이, 인식 등이 디지털 그림자 노동의 강도에 영향을 미칠 수 있음을 확인하였다. 디지털 그림자 노동이 선택할 수 없는 업무 영역에서 발생할 경우, 오랜 기간 지속적으로 사용하면 이들은 그림자 노동으로 인식하기보다는 기본 업무로서 당연한 일로 받아들였다. 반면에 새롭게 확장되는 화상상담시스템의 경우 부담감·불편함을 토로하는 상담위원들이 종종 있었으며 시간과 비용을 절약할 수 있음에도 불구하고 대면을 선택하는 경향을 보였다. 디지털 시스템의 성공적인 정착을 위해서는 그림자 노동을 최소화하기 위한 시스템 준비와 불편함, 부담감을 줄이는 방안과 적응 기간 등이 고려되어야 함을 실무적으로 제안할 수 있다.

Keywords

Acknowledgement

This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea(NRF-2021S1A3A2A02089809).

References

  1. Choi, M. (2020). "Like smartphones... Collaboration tool functions such as video conferencing and document sharing will also be integrated into one." Hankyoreh, December 28.
  2. Gaspareniene, L., Remeikiene, R. & Navickas, V. (2016). "The concept of digital shadow economy: Consumer's attitude." Procedia Economics and Finance, 39, 502-509. https://doi.org/10.1016/S2212-5671(16)30292-1
  3. Illich, I. (1981). Shadow Work. Salem, New Hampshire and London: Marion Boyars.
  4. Kim, H. (2021). "A study of academic achievement based on University remote video lecture type during the COVID-19 pandemic." The Journal of the Convergence on Culture Technology(JCCT), 7(3), 397-404.
  5. Kim, H. & Ahn, H. (2022). "Study on the intention of continuous use of video conferencing software: Focusing on the late use model." KMIS International Conference, September 6.
  6. Kim, B. & Kwon, J. (2022). "The mediating effect of the outcome of digital device use between digital informatization & life satisfaction." Informatization Policy, 29(2), 91-105.
  7. Kim, M. (2021). "A critical review of 'digital divide' research: Trend, shortcomings and future directions." Informatization Policy, 28(4), 3-18. https://doi.org/10.22693/NIAIP.2021.28.4.003
  8. Lee, E. (2022). "Video-conference fatigue of college students." The Journal of the Convergence on Culture Technology(JCCT), 8(3), 589 - 594.
  9. Lee, W. (2015). "The research issues and methodologies in non-use." The Journal of Information Systems, 24(3), 155-169. https://doi.org/10.5859/KAIS.2015.24.3.155
  10. Lee, W. (2021). "Classification, dynamics, and research direction in digital shadow work." The Journal of Information Systems, 30(1), 105-121. https://doi.org/10.5859/KAIS.2021.30.1.105
  11. Ministry of Education. (2020). "Online school opening for the first time in elementary, middle and high school special semester (COVID-19)." https://www.moe.go.kr/boardCnts/viewRenew.do?boardID=294&boardSeq=80160&lev=0&searchType=null&statusYN=W&page=1&s=moe&m=020402&opType=N.html, (Retrieved on March 31).
  12. Ministry of Health and Welfare. (2020). "Standards and quarantine measures for each stage of social distancing."https://post.naver.com/viewer/postView.nhn?volumeNo=29861447&memberNo=31572221&vType=VERTICAL.html (Retrieved on November 2).
  13. Park, S. & Lee, W. (2017). "Using a grounded theory approach for understanding multichannel users' crossover shopping behavior." Information Systems Review, 19(3), 179-199. https://doi.org/10.14329/isr.2017.19.3.179
  14. Park, S. & Lee, W. (2019). "Using grounded theory techniques for reviewing literature: Shadow work in digital environment." Knowledge Management Research, 20(2), 183-195.
  15. Park, S., Lee, W., Koh, J. & Ryoo, S. (2020). "Identifying shadow work mechanism in digital technology environments." Korean Management Review, 49(1), 31-50. https://doi.org/10.17287/kmr.2020.49.1.31
  16. Shim, W., Won, S. & Lee, J. (2022). "An exploratory study on contactless digital economy: The characteristics, regulatory issues and resolutions." Informatization Policy, 29(2), 66-90.
  17. Strauss, A. & Corbin, J. (1990). Basics of Qualitative Research, Grounded Theory Procedures and Techniques. Beverly Hills, CA, SAGE Publications.