Is there any way out? Time to take a step back. Photo: Getty
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The dark side of digital work: how technology is making us less productive

The more time and effort we spend keeping on top of ever-changing applications and struggling to swim through gluts of information, the less productive they are at work.

Digital technology has certainly delivered for business, leading to multiplying uses and channels, spiralling across the world of work. But the pace and scope of the transformation has been far greater than we could have imagined, and is beginning to push up against our human abilities to cope.

From a series of studies we’ve built up evidence of a fast-emerging “dark side” of IT:  technology stress, technology overload, technology addiction and IT misuse in the workplace. The very qualities that make IT useful – dependability, convenience, ease of use and quick processing – may also be harming productivity and people’s well-being.

“Technostress” comes from our feeling forced to multitask rapidly over streams of information from different devices, having to constantly learn how to use ever-changing IT, and the sense of being tied to our devices with no real divide between work and home. A survey of 600 computer-using professionals, for example, found that 73 per cent worried that not being constantly connected to their workplaces would place them at a professional disadvantage. Many employees confessed to feeling “addicted” – spending an average of 23 minutes each day responding to work emails when at home, and feeling compelled to stay in touch and working while on their commute, on weekends and even on holidays. Another aspect of the dark side is that employees can knowingly – or unknowingly – misuse their firm’s IT resources and compromise IT security. It’s very difficult to stop an employee who has authorised access to a system obtaining confidential company information and selling it to outsiders, naively using unlicensed software or opening up an email with a virus.

The more time and effort employees spend keeping on top of ever-changing applications and struggling to swim through gluts of information, the less productive they are at work. They’re more likely to be hasty and rushed in how they deal with information, with less time for thoughtful analysis, thinking through issues and problems, which makes it more likely people will just stick to routines and what they know. Technostress also affects relationships with people having less time generally for clients, partners and colleagues, too distracted by the pull of the screens. Excessive use of IT can harm the wellbeing of both individuals and the organisations. We found instances where employees resigned because they found it too stressful to cope with the learning required to use constantly changing computer applications.

Is there any way out? Perhaps to begin with, employers and organisations just need to step back and assess these potential risks from digitisation, and think more in terms of a “mindful” use of IT, what’s happening, how’s it affecting people and how can there be more of a balance? Organisations have traditionally taken a technical approach, helping their employees use IT “better” or “more” with technical “training” material or sessions.  What’s needed is a set of more wide-ranging and integrated policies developed with the participation of senior leaders from both IT and non-IT functions. For sure they should include technical approaches like dashboards for employees to track and limit their IT us, or auto-security measures such as blocking questionable email attachments. But more importantly they should include non-technical actions such on digital mindfulness such as programmes for educating employees about responsible IT use, making them aware about potential dark side effects, encouraging work-life balance and providing resources and support for dealing with things like technostress.

Monideepa Tarafdar, Professor of Information Systems and Co-Director of the HighWire Doctoral Training Centre, Lancaster University Management School, www.lancaster.ac.uk/lums. “The Dark Side of Information Technology”, co-authored with John D’Arcy (University of Delaware), Ofir Turel (California State University) and Ashish Gupta (University of Tennessee) was published in Sloan Management Review, Winter 2015.

 

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“WhatsApp isn't for parents”: how we contact all the different people in our lives

I wanted to find out how our digital hierarchies operate, so I asked people how they communicate with their family, friends, and colleagues. 

Recently, my family made an important decision. Too many conversations had petered out and decisions had been deferred because text messages had been going astray. Someone would end up calling someone else to talk for half an hour about how frustrating it was that they hadn’t replied to a question from three days ago, when all that was really required was a simple “Yes, see you there on Saturday”.

So, we became a WhatsApp-only family. It makes sense – we live on two different continents and travel quite a bit, and using the internet rather than cell service for sending text and pictures has already proved a lot more reliable. Still, though, when I need to tell my mum something and go to open the app, I can’t shake the feeling that it isn’t right. As far as I’m concerned, WhatsApp isn’t for parents; it’s for flatmates and groups of friends roughly the same age as me. It isn’t for your grandfather to pass on news of his latest Scrabble triumph.

This got me thinking – what is it about different methods of communication that make them feel appropriate to some people in our lives and not others? Why do I feel like text messages are inherently more “mum”, whereas Twitter DMs are really only for colleagues and creepy strangers? And does everyone have the same sense as I do? I’m a woman living in London in her late twenties and I work in the media: how does the hierarchy of digital communication methods look from other perspectives?

I designed a survey to try and find out. I asked respondents to select the means they use to communicate with people who occupy different roles in their lives, as well as for some basic personal information like where they live and how old they are.

I had hundreds of responses, from people of all ages and from all over the world (feedback came from places as far flung as Auckland, Puerto Rico and Kolkata). I think inevitably since I was promoting the survey via my own networks the respondents skewed to my own age group – 43 per cent were in the 22-30 bracket, but the second largest was 31-40 and the third was 51-60.

Nearly half of all respondents said that they would communicate with their mum and/or dad via phone call, while 47 per cent picked text message for siblings. The older the respondent, the more likely they were to pick phone call as the means of parental communication. Interestingly, for mums text messages came in a strong second (32 per cent), while with dads email and text tied on 24.7 per cent. The same goes for extended family – 44 per cent said they would call – but email came second on 35 per cent.

Facebook is the preferred means of communication for schoolfriends, at 52 per cent – something that was consistent across all age groups – whereas what I called “friends you’ve made as an adult” are mostly contacted via text message (56 per cent) or email (41 per cent). But there were some important distinctions made in the notes. One person commented: “When I have selected Facebook, I mean Facebook Messenger as a separate app on my phone and tablet rather than writing on their walls,” suggesting that there’s even greater nuance to how people are using the social network to stay in touch.

I’m unusual in using Twitter as a means of talking to colleagues, apparently: email came in at a whopping 70 per cent, followed distantly by text and phone call. Flat/housemates was a less conclusive spread, with 24 per cent using text messages, and 14 per cent apiece using WhatsApp and Facebook. Other messaging apps and systems that got frequently flagged for communicating with friends include: Telegram, Viber, Line, Instagram, Google Hangouts, iMessage and Skype chat. Interestingly, one person noted that “I haven't had a text from a person for months, now just a marketing channel for me”.

The majority of people still regard email as the most “official” means of digital communication, with twice as many people saying they would use it for their landlord as opposed to picking up the phone. And for the category I called “official, eg job application or complaint”, 92 per cent of respondents said they would use email.

Of course, there were lots of interactions that the survey couldn’t pick up – there were lots of comments of the kind that “I live with my mum and my partner, so it's mainly face to face”. What emerged as I was going through the data was that I am by no means alone in feeling that some methods of communication are more “appropriate” to people occupying particular roles in my life, but that we don’t agree on who goes with what.

There are myriad factors involved: when we first started using various apps and technologies; the age and tech literacy of both the person sending the message and the person receiving it; how we feel about privacy and security online; and much more besides. As technology has advanced, our means of communication have fragmented, and we’ve all gone in different directions. Somehow, it works.

That is, until my grandfather learns to use Snapchat – then all bets are off.

Caroline Crampton is web editor of the New Statesman.