Delays and interruptions: A self-perpetuating paradox of communication technology use

Effects of a Participative Workplace Intervention on Work Strategies and Expectations of Availability Among Office-Based Employees With Flexible Work Arrangements

Occupational ApplicationsWork strategies changed following a participatory workplace intervention among office-based employees with flexible work arrangements (FWA). Also, the intervention likely led to clearer rules and routines for FWA within the work group. As FWA increases, especially after the COVID-19 pandemic, it will be important to revise work strategies for both the individual and the work group. The results of this study are relevant in the context of interventions that can support organizations and employees in adopting work strategies promoting good working conditions and health in FWA.

After-hours work-related technology use and individuals' deviance: the role of other-initiated versus self-initiated interruptions

Purpose

The purpose of this study is to investigate the effect of after-hours work-related technology use on interpersonal, organizational and nonwork deviance through work–family conflict (WFC) by focusing on the moderating role of other- and self-initiated interruptions.

Design/methodology/approach

The online survey included 318 valid samples from employees working in different organizations in the Anhui provinces of the People's Republic of China. The authors applied Statistical Package for Social Sciences (SPSS) process macros for testing mediation and moderated mediation analysis while conducting path analytic procedures and bootstrapping analysis.

Findings

This study found that after-hours work-related technology use is positively associated with interpersonal, organizational and nonwork deviance through WFC. This positive relationship strengthens in the presence of other-initiated interruptions compared with self-initiated interruptions. The results show that as compared to self-initiated interruptions, other-initiated interruptions strengthen the relationship between after-hours work-related technology use and its outcomes in the forms of WFC and deviance.

Originality/value

After-hours work-related technology use is a ubiquitous phenomenon and got significant scholarly attention. However, its effect on WFC and individual deviant behaviors has never been studied. Moreover, the moderated-mediation role of self-initiated and other-initiated interruptions presents a unique and important development in the context of after-hours work-related technology use and deviant behavior.

Understanding the social media interactivity paradox: the effects of social media interactivity on communication quality, work interruptions and job performance

Purpose

Although social media is widely used for organizational communication, studies have begun to show its controversial effects on job performance in the workplace. To investigate these effects, this study developed a conceptual framework for how social media interactivity affects communication quality and work interruption, as well as how such effects impact job performance.

Design/methodology/approach

The proposed theoretical model was empirically validated through a survey study of 556 employees in China.

Findings

The results verified a social media interactivity paradox that indicated social media interactivity increased both communication quality and work interruptions. The results further showed that high levels of social media dependency were a detriment to organizations.

Originality/value

This study verified the existence of a social media interactivity paradox in the use of social media for workplace communication. Moreover, results revealed that the effect of social media interactivity on organizational outcomes depends on its respective dimensions.

Evaluating the Effectiveness of a One-Week Multimodal Prevention Program for Slowing down and Stress Reduction Performed in a German Health Resort: Results of a Randomized Controlled Trial

BACKGROUND

Effective concepts are required to overcome the negative impact of daily stressful overwhelming. We investigated the effectiveness of a 1-week multimodal program for stress reduction.

METHODS

We performed a randomized controlled trial including adults with above-average stress level. The intervention consisted of health coaching, relaxation, physical activity, and balneotherapeutic elements. Individuals were randomized either to the intervention group (IG) or to one of the two control groups B and C. The main outcome was change in stress (Perceived Stress Questionnaire [PSQ], Screening Scale of Chronic Stress of the Trier Inventory for Chronic Stress [TICS-SSCS]) at 6 months post intervention; further outcomes were well-being (World Health Organization 5-Item Well-Being Index [WHO-5]) and health status (EuroQol visual analog scale [EQ-5D VAS]). Data were collected pre/post intervention as well as after 1, 3, and 6 months.

RESULTS

Data of 96 individuals (mean age 48.0 years, 74% female) were available for analyses. The IG improved overtime with -13.45 points for the PSQ and -6.44 points for the TICS-SSCS after 6 months. At 6-month follow-up the IG did not significantly differ from group B (PSQ: p = 0.2332; TICS-SSCS: p = 0.0805) or group C (PSQ: p = 0.0950; TICS-SSCS: p = 0.0607) when controlling for baseline (ANCOVA). Compared to group C, ANCOVA revealed significant differences in WHO-5 (p = 0.0292) and EQ-5D VAS (p = 0.0177) post intervention. At the 3- and 6-month follow-up and compared to group B, no substantial differences could be found for WHO-5 and EQ-5D VAS.

CONCLUSION

The results indicate that even a short-term multimodal program for stress reduction appears to set a positive trend towards less perceived and chronic stress.

Is digital technology the magic bullet for performing work at home? Lessons learned for post COVID-19 recovery in hospitality management

PURPOSE

The COVID-19 pandemic has suddenly brought about a number of disruptions to when and where work is undertaken for hospitality employees. The rapid spread of COVID-19 forced many hospitality managers to use digital technologies to perform work from home, termed digital work connectivity. Yet little is known about how hospitality employees cope with it. The purpose of this study is to investigate an important yet underspecified issue as to how digital work connectivity can be detrimental for employees' work behavior.

DESIGN/METHODOLOGY/APPROACH

We test our hypotheses using multi-wave and multi-source data collected from 467 middle managerial-level hospitality employees in China.

FINDINGS

The findings show that digital work connectivity can lead to self-control depletion, which in turn is associated with disengagement from work. Further, the findings show that relational energy is an important resource that can buffer the detrimental effects of digital work connectivity on hospitality employees.

PRACTICAL IMPLICATIONS

The association of digital work connectivity with employee withdrawal behavior highlights the urgent need for hospitality enterprises to have clear guidelines that regulate technology use at home for work purposes.

SOCIAL IMPLICATIONS

Our research shows that the absence of clear guidelines in relation to the use of digital technology for work at home risks producing unintended consequences for both hospitality employees and their enterprises.

ORIGINALITY/VALUE

Our research draws from recent advances in resource allocation theories of self-control and adopts a more nuanced approach to uncover a counterintuitive reality that while people use digital technology to remain connected with work, doing so can actually contribute to their withdrawal behavior.

Nursing Turbulence in Critical Care: Relationships With Nursing Workload and Patient Safety

BACKGROUND

Increased nursing workload can be associated with decreased patient safety and quality of care. The associations between nursing workload, quality of care, and patient safety are not well understood.

OBJECTIVES

The concept of workload and its associated measures do not capture all nursing work activities, and tools used to assess healthy work environments do not identify these activities. The variable turbulence was created to capture nursing activities not represented by workload. The purpose of this research was to specify a definition and preliminary measure for turbulence.

METHODS

A 2-phase exploratory sequential mixed-methods design was used to translate the proposed construct of turbulence into an operational definition and begin preliminary testing of a turbulence scale.

RESULTS

A member survey of the American Association of Critical-Care Nurses resulted in the identification of 12 turbulence types. Turbulence was defined, and reliability of the turbulence scale was acceptable (α = .75). Turbulence was most strongly correlated with patient safety risk (r = 0.41, n = 293, P < .001). Workload had the weakest association with patient safety risk (r = 0.16, n = 294, P = .005).

CONCLUSIONS

Acknowledging the concepts of turbulence and workload separately best describes the full range of nursing demands. Improved measurement of nursing work is important to advance the science. A clearer understanding of nurses' work will enhance our ability to target resources and improve patients' outcomes.

Effects of a cognitive ergonomics workplace intervention (CogErg) on cognitive strain and well-being: a cluster-randomized controlled trial. A study protocol

Background

Cognitively straining conditions such as disruptions, interruptions, and information overload are related to impaired task performance and diminished well-being at work. It is therefore essential that we reduce their harmful consequences to individual employees and organizations. Our intervention study implements practices for managing the cognitive strain typical to office work tasks and working conditions in offices. We will examine the effects of a cognitive ergonomics intervention on working conditions, workflow, well-being, and productivity.

Methods/design

The study is a stratified cluster randomized trial. The clusters are work units, for example, teams or offices. The four participating organizations entered a total of 36 clusters, and we invited all 1169 knowledge employees of these units to participate. We randomly allocated the clusters into an intervention group (cognitive ergonomics) or an active control group (recovery supporting). We invited an additional 471 participants to join a passive control group only for baseline and follow-up measurements, with no intervention.

The study consists of a baseline survey and interviews and observations at the workplace, followed by an intervention. It starts with a workshop defining the specific actions for the intervention implementation stage, during which we send task reminder questionnaires to all employees to support behaviour change at the individual and team levels. The primary outcome measure is perceived frequency of cognitive strain from working conditions; the secondary outcome measures include subjective cognitive load, well-being, workflow/productivity, and cognitive stress symptoms. Process evaluation uses the quantitative and qualitative data obtained during the implementation and evaluation phases. The baseline measurements, intervention phase, and end-of-treatment measurements are now complete, and follow-up will continue until November 2019.

Discussion

There is a need to expand the research of cognitive strain, which poses a considerable risk to work performance and employee well-being in cognitively demanding tasks. Our study will provide new information about factors that contribute to such strain. Most importantly, the results will show which evidence-based cognitive ergonomic practices support work performance in knowledge work, and the project will provide concrete examples of how to improve at work.

Trial registration

ClinicalTrials.gov, NCT03573674. Registered 29 June 2018.

The dark side of social media connectivity

Purpose

The increasing use of social media after work hours for work purposes, termed social media connectivity (SMC), is an emerging phenomenon in supply chain management. Although SMC can have debilitating effects on supply chain professionals and their organizations, research on its effects on work-related attitudes, especially turnover intentions, remains largely unexplored. The purpose of this paper is to investigate the influence of SMC on voluntary turnover of supply chain professionals and the resulting implications for them and their organizations.

Design/methodology/approach

The study draws from the conservation of resources theory and the concept of information overload to explain how SMC leads to emotional exhaustion and impacts turnover intentions of supply chain professionals, contingent on work–life balance. The model is tested using survey data (n=325) collected at multiple times from a large Chinese pharmaceutical manufacturer and distributor with spatially dispersed workforce and distribution facilities.

Findings

The results confirm that emotional exhaustion mediates the association between SMC and turnover intentions and that SMC exacerbates the intentions of supply chain professionals to quit their jobs. However, work–life balance is found to dampen the exhausting effects of SMC on emotional exhaustion thereby reducing its debilitating effects on turnover intentions of supply chain professionals.

Originality/value

The focus on SMC highlights the need for greater understanding of the dark side of social media on supply chain professionals and their organizations and how SMC can be better managed in an age of social media ubiquity.

Smartphone addiction, daily interruptions and self-reported productivity

The advent of the smartphone has dramatically altered how we communicate, navigate, work and entertain ourselves. While the advantages of this new technology are clear, constant use may also bring negative consequences, such as a loss of productivity due to interruptions in work life. A link between smartphone overuse and loss of productivity has often been hypothesized, but empirical evidence on this question is scarce. The present study addressed this question by collecting self-report data from N = 262 participants, assessing private and work-related smartphone use, smartphone addiction and self-rated productivity. Our results indicate a moderate relationship between smartphone addiction and a self-reported decrease in productivity due to spending time on the smartphone during work, as well as with the number of work hours lost to smartphone use. Smartphone addiction was also related to a greater amount of leisure time spent on the smartphone and was strongly related to a negative impact of smartphone use on daily non-work related activities. These data support the idea that tendencies towards smartphone addiction and overt checking of the smartphone could result in less productivity both in the workplace and at home. Results are discussed in relation to productivity and technostress.

New Technologies Smart, or Harm Work-Family Boundaries Management? Gender Differences in Conflict and Enrichment Using the JD-R Theory

Background: The relationship between technology-assisted supplemental work and well-being outcomes is a recent issue in scientific literature. Whether the use of technology for work purpose in off-work time may have a positive or negative impact on work-family balance remains an open question and the role of gender in this relationship is poorly understood.

Aim: According to the JD-R theory, this study aimed to investigate the relationship between off-work hours technology assisted job demand (off-TAJD) and both work-family conflict (WFC) and work-family enrichment (WFE). Moreover, it considered two general job demands, workload and emotional dissonance, and one job resource, supervisory coaching.

Method: The hypotheses were tested with a convenience sample of 671 workers. Data were collected with a self-report questionnaire and analyzed with SPSS 23 and through multi-group structural equation model (SEM) (Mplus 7).

Results: The estimated SEM [Chi-square (510) = 1041.29; p < 0.01; CFI = 0.95; TLI = 0.95; RMSEA = 0.06 (0.05, 0.06); SRMR = 0.05. M = 319/F = 352] showed that off-TAJD was positively related to WFC in both subsamples; off-TAJD was positively related also to WFE only in the Male group. Workload was positively related to WFC in both Male and Female subsamples. Emotional dissonance was positively related to WFC in both subsamples and was negatively related to WFE. Supervisory coaching was strongly, positively related to WFE in both groups, and only in the Male subsample presented a low negative relationship with WFC.

Conclusion: This study contributes to the literature on new challenges in work-life interface by analyzing the association between off-TAJD and WFC and Enrichment. Our findings suggest it is important to pay attention to gender differences in the study of the impact of supplemental work carried out during off-work hours using technology on the work-life interface. In fact, employee perception of Company demands of being available during off-work time, with the use of technology, may have different consequences for men and women, indicating potential differences in the centrality of the working role. Practical implications, at both cultural and organizational levels, should address the use of technology during leisure time.

Do Work Beliefs Moderate the Relationship Between Work Interruptions, Wellbeing and Psychosomatic Symptoms?

The purpose of this study was to explore the moderating effects of work beliefs in the relationship between work interruptions and general health, wellbeing and reports of psychosomatic symptoms. Self-report data were gathered from 310 employees from different occupational sectors. Results revealed that beliefs in hard work and morality ethic moderated the positive appraisal of work interruptions and acted as protective factors on impaired general health and wellbeing. The relationship was stronger among employees who endorsed strong beliefs in hard work and did not have regard for morality/ethics as a value. Likewise, beliefs in delay of gratification and morality/ethics moderated positive appraisal of work interruptions and reduced psychosomatic complaints. More specifically, the relationship was stronger among employees who had strong belief in the values of delayed gratification and weaker morality/ethics. These findings indicate that organisations should adopt work ideology or practices focused on work values particularly of hard work, delay of gratification and conformity to morality as protective factors that reduce the impact of work interruptions on employees’ general health and wellbeing.

Time-Chunking and Hyper-Refocusing in a Digitally-Enabled Workplace: Six Forms of Knowledge Workers

Until the turn of the millennium, switching tasks required moving locations or reconfiguring physical workspaces. However, contemporary digital tools and workspaces allow knowledge workers to perform an increasingly diverse set of tasks, with an increasingly extending arm of influence, all from the same physical location without any physical reconfigurations or traversing of physical space. Along with this increased ambidexterity comes an increase in the quantity and frequency of demands on the time of knowledge workers. This digitalization of work now tethers their ability to perform largely to their ability to intensely focus in small chunks, and then "hyper-jump" that focus to another task without traversing the cognitive cool downs or warm ups required to reconfigure their train of thought from one task to another. Accordingly, they must become more like the hyper-functioning tools they employ if they are to avoid becoming the bottleneck resource in the configuration of socio-technical elements comprising their work routines. In order to better understand how knowledge workers manage their time and maintain focus across multiple and interrupting tasks, we leverage current time prioritization literature to propose and theorize around two key constructs: time-chunking and hyper-refocusing. By combining the possible values for these two constructs, we hypothesize the emergence of six forms of knowledge workers and their relative expected performance. The effects of digitalization on these new worker forms are discussed. We conclude by discussing opportunities for new research questions regarding time-chunking strategies and the hyper-refocusing ability.

After-hours availability expectations, work-related smartphone use during leisure, and psychological detachment

Purpose

– Modern working life is characterized by increased expectations for employees to be available to deal with work issues outside regular work hours and by using new communication technology. This implies more individual freedom in organizing work in time and space, but also places increased demands on employees to manage the boundaries between work and personal life. This, in turn, can be expected to be crucial to their ability to mentally detach from work during free time. The purpose of this paper is to investigate whether individual perceptions of boundary control moderate the impact of after-hours availability expectations and work-related smartphone use during off-work hours on psychological detachment.

Design/methodology/approach

– The study population comprised 2,876 gainfully employed professionals from four large organizations in both the public and private sector, representing various businesses and occupations. Univariate correlations and multiple, linear hierarchical multiple regression analyses were performed.

Findings

– High after-hours availability expectations, high frequency of work-related smartphone use, and low boundary control were associated with poor psychological detachment. Furthermore, boundary control moderated the relationships between both after-hours availability expectations and work-related smartphone use, respectively, and psychological detachment. As such, boundary control mitigated the negative effects of both after-hours availability expectations and work-related smartphone use during leisure on psychological detachment.

Practical implications

– Modern work organizations would benefit from introducing availability policies and helping employees reduce their work-related smartphone use outside regular work hours, thus helping them achieve successful boundary control and subsequent psychological detachment.

Originality/value

– In a working life characterized by blurred boundaries, employees’ ability to achieve boundary control can be regarded as crucial.

The practical paradox of technology: The influence of communication technology use on employee burnout and engagement

Technological advancements in the workplace frequently have produced contradictory effects by facilitating accessibility and efficiency while increasing interruptions and unpredictability. We combine insights from organizational paradoxes and the job demands-resources model to construct a framework identifying positive and negative mechanisms in the relationship between communication technology use (CTU) and employee well-being, operationalized as work engagement and burnout. In this study of Dutch workers, we demonstrate that CTU increases well-being through positive pathways (accessibility and efficiency) and decreases well-being through negative pathways (interruptions and unpredictability). We highlight the importance of (1) investigating CTU resources and demands simultaneously to grasp the relationship between CTU and employee well-being, and (2) considering CTU's downsides to successfully implement new communication technologies and flexible work designs.

Mobile devices in the operating room: Intended and unintended consequences for nurses' work

This article reports the results of a case study of the consequences of mobile device use for the work practices of operating room nurses. The study identifies different patterns of mobile technology use by operating room nurses, including both work-related and non-work-related use. These patterns have multiple consequences for nurses, such as improvements in information access, e-learning and work-related communication, as well as a perceived increase in distractions from the collaborative work. We conceptualize these consequences in terms of three level effects and explain how we find both positive and negative consequences on the third level. On the positive side, improvements were found in how nurses spent their unoccupied time during the stable parts of operations, contributing to their well-being and job satisfaction. A negative consequence was the perceived increase in distraction from the collaborative operating room work practices.

Helping as Mundane Knowledge Sharing: Do Bundled Help Request and Quiet Time Increase Performance?

On a daily level, knowledge is shared when one employee asks another for help. The positive effects of helping have been studied, but less is known about how helping can be made more efficient in terms of lowering the costs for the helpers. We investigated how two methods to channel knowledge sharing (bundled help requests and quiet time) affect helping efficiency. Bundling means that help requesters first collect some requests before asking; quiet time means that an organization defines time spans during which its employees must not interrupt and ask one another for help. We conducted a laboratory experiment and found that bundling increased the efficiency of helping, thereby increasing the combined performance of the helper and the help requester. Quiet time, however, decreased their combined performance. We discuss the implications of our findings for knowledge management research and practice.

The Pervasive Power of PowerPoint: How a Genre of Professional Communication Permeates Organizational Communication

This paper examines the pervasive role of Microsoft’s presentation software PowerPoint as a genre of professional and organizational communication. Frequently, PowerPoint is not only used for the primary function it was initially designed for, i.e., facilitating live presentations, but also for alternative purposes such as project documentation. Its application in a neighboring domain, however, poses a functional dilemma: does the PowerPoint genre preserve the features of its primary function, i.e., presentation, or rather adapt to the new function, i.e., documentation? By drawing on a communication-centered perspective, this paper examines PowerPoint’s role in the domain of project documentation as a clash between the constitutive affordances of professional and of organizational communication. To investigate this issue empirically, I conducted a case study at a multinational business consulting firm. The study allows identification of three distinct PowerPoint subgenres, which differ in how they adapt to the function of project documentation. This paper contributes to organization studies by specifying the boundary conditions under which a genre of professional communication such as PowerPoint can be expected to maintain its genre-inherent characteristics even in the face of contradictory organizational requirements and to impose these characteristics on a neighboring domain of organizational communication practices.

Strategic Management Implications of a Consumer Value Perspective on Mobile Tv

Understanding of consumer experienced value in mobile services continues to be a strategic issue in the information systems literature. This is no different with Mobile TV that has become feasible with the convergence of telecommunication infrastructures, computer technology, and media content services. Mobile TV offerings are defined as real-time broadcast transmissions of content to mobile devices. We review mobile services literatures on consumer value creation and identify a gap in our understanding of how supplier firm's consumer-focused strategies may aid in consumption processes and thereby increase payments from consumers. We apply the perspective of consumer benefits experienced (CBE) to provide insight into how supplier firms may be able to increase consumer value. Value increases with greater consumer service-specific knowledge, and leveraging and complementing this knowledge across different offerings. Increased service-specific knowledge can also reduce demands on the consumer that can create important switching costs while increasing consumer-experienced value. This paper contributes to innovation research on mobile services.