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.

 

Flickr: M.o.B 68 / New Statesman
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“I begged him to come home”: Breaking the taboo around texting the dead

Many people text dead loved ones to cope with their grief – but trouble arises when they get an unexpected reply. 

A month after Haley Silvestri’s dad died from a heart attack, she texted him begging him to come home. In the middle of the night Silvestri’s 14-year-old sister had found their father, with his lips and mouth blue, lying on the kitchen floor. “There was nothing there anymore, just a dead body,” Silvestri says. “My father had his first heart attack months before and seemed to be doing OK. Then, this happened.”

In the very first episode of CSI Miami’s seventh season, the protagonist – Horatio Caine – fakes his death. For the first 15 minutes of the episode, the viewer believes the character is truly dead, as the camera lingers on Horatio’s body face down on the tarmac.

Silvestri and her father used to enjoy watching the show together. After he had passed and she realised she would never see her “best friend” again, she picked up her phone. “I texted my dad begging him to come home,” she says. “I begged my dad to please be ‘pulling a Horatio’.”

"My heart was broken and I was bawling as I texted her over and over" 

In texting her father after he had died, Silvestri is by no means unusual. No official figures exist for the number of people who use technology to message their deceased loved ones, but Sara Lindsay, a professional counsellor, clinical supervisor, and trainer, says it is “more common than we think”.

“I see it as a modern and contemporary part of the grieving process,” she says. “I think in a way it's very similar to visiting a graveside, in that the bereaved are reaching out, particularly in the early days, because it takes a long time for people to process the reality that this person has now gone.”

Karlie Jensen, 18, texted her friend immediately after she found out she had died in a car accident. “I texted her as soon as I woke up to the news from my mom that she had passed. My heart was broken and I was bawling as I texted her over and over waiting for a text saying it wasn't her, that my mom didn't know all the facts, and maybe she was just hurt.” Jensen also called her friend and begged her to respond. “I did it because I couldn't let go and couldn't accept she was gone from my life forever,” she says. Karlie continued to text her friend while also calling her voicemail in order to hear the sound of her speaking again. 

Karlie (right) and her friend

After her first text to her deceased father, Silversti also began texting him once a week. She fell into depression, and on her worst days messaged the number. “I think it helped initially because it felt like I was personally writing a note to him, that I knew he only was gonna see,” she says. “I did it because it was my attempt at pretending he was still here and could text me back.”

Lindsay, who has over a decade’s experience of bereavement counselling, emphasises that this behaviour is in no way unhealthy. “I think on the whole it's a very healthy part of grieving, particularly in the first year where the bereaved faces agonising days without their loved ones,” she says. “There is just so much loss and change in their life that’s out of their control, I see this aspect of texting as a small way of being able to reach out and alleviate that pain. That person is suddenly now not there but how they feel about that person hasn't changed.”

"I was going through my phone and I saw his number – I wanted to delete it, but I hesitated I thought maybe I could send a text"

Despite being normal, however, using technology to talk to the dead is a behaviour we rarely – if ever – hear anything about. If the words “texting the dead” make it into the media, they are usually followed by a far more sensationalist “and then they text back!!!!”. Yet although messaging the deceased is popularly seen as the stuff of horror movies and trashy headlines, in reality it is simply a new, modern way to grieve.

Via Mirror.co.uk

“The first time I texted him I was on my bus on the way to school,” says now-20-year-old Dylan Campbell about his cousin Josh, who passed away from leukaemia. “I didn't have many friends so I had no one to talk to. I was going through my phone and I saw his number – I wanted to delete it, but I hesitated I thought maybe I could send a text and someone would reply or I would get something out of it.”

Campbell continued to send his cousin texts for a few weeks, “kind of like a diary”. He says he did so because he regretted not seeing Josh more up until his death, and “had a lot of things to say” that he’d never had the chance to. Linsday says texting in this way is a very healthy way of completing unfinished business. “There might have been something they've never said to their loved one that they want to be able to say and texting is a very normal place to do that.”

"Begging for a dead person to reply to you hurts since you won't ever get what you want in return"

Nonetheless, Lindsay notes that texting the dead can become unhealthy if grief becomes “stuck”, and the texting replaces normal communication or becomes a long term compulsion. Unlike Silvestri and Campbell, Jensen continued to text her friend in the hopes she would text back. She admits now that she was in denial about her death. “Begging for a dead person to reply to you hurts since you won't ever get what you want in return” she says. “I don't know if it helped trying to contact her or hurt worse because I knew I'd never get a reply. I wanted a reply.”

Quite frequently, however, this reply does come. After a few months – but sometimes in as little as 30 days – phone companies will reallocate a deceased person’s phone number. If someone is texting this number to “talk” to their dead loved one, this can be difficult for everyone involved.

“This story doesn't have a happy ending,” says Campbell. “After a few months someone from that number called me and yelled at me to stop bothering them – it was really heart breaking.” When Silvestri texted her father to wish him a happy birthday (“Saying I hoped he was having a great party up in heaven”) someone replied telling her to never text the number again. “I was pissed off,” she says. “Just block my number if it was that serious. This was a form of therapy I needed and it got taken away because someone couldn’t understand my hurt.”

Indeed, behind the sensationalist tabloid headlines of "texting back" is a more mundane - and cruel - reality of pranksters pretending to be the dead relatives come back to life.

"Visiting a grave is a clear recognition that the person visited does not exist in the normal day-to-day state of life, whereas texting allows for a suspension of that reality"

Silvestri, Jensen, and Campbell have never spoken to anyone else about the fact they texted their dead loved ones. Lindsay says that a fear of seeming “mad” combined with cultural phenomena – like the British stiff upper lip – might make people reluctant to speak about it. There is also a stigma around the way much of our modern technology is used in daily life, let alone in death.

This stigma often arises because of the newness of technology, but Christopher Moreman, a philosophy professor and expert on death and dying, emphasises that texting the dead is simply a modern iteration of many historical grieving practices – such as writing letters to the dead or talking to them at their graves. “I don't think the process of grieving is much changed, even if new modes of grieving come about due to new technologies,” he says. In fact, if anything, the differences between old and new ways of grieving can be positive.

“One important difference is in the sense of proximity,” explains Moreman. “I can text a loved one from anywhere in the world, but I can only visit their grave in one specific location. In another way, texting has the same structure whether I am texting someone who is alive or dead, so a sense of proximity also exists in the experience itself.

“Visiting a grave is a clear recognition that the person visited does not exist in the normal day-to-day state of life, whereas texting allows for a suspension of that reality. Some people may complain that new technologies allow us to ignore the reality of death, but there isn't any evidence that one way of grieving is more or less healthy than another.”

Amelia Tait is a technology and digital culture writer at the New Statesman.

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