Synopsis By: Lurie - Proceeding Author: Marcia L. Greenbaum, Alan F. Westin

Monitoring of call center employees’ conversations and data about phone use and computer use data raise “right of privacy” issues. Judicial and legislative approaches to the issue are examined, as is the consistent recognition by arbitrators of management’s right to monitor and obtain data on work performance. Professor Westin notes that monitoring can be abused, to the detriment of the working environment; he recommends fairness in work standards, the measurement process, and in applying the measurements to employee evaluations.