Carried out on behalf of Siemens Communications, the survey
assessed the views of almost 600 workers, to establish whether new
technologies had changed patterns of acceptable business
etiquette.
It found that the demand for instant, almost constant,
communication is adding to workplace stress, can cause anger among
colleagues and strangers alike, and is proving to be a distraction
for all, both in meetings and in public places.
The use of mobiles and e-mail has in some ways made life easier
for workers, researchers found, given that they make the transfer
of information to colleagues so much easier.
But when work is constantly interrupted by calls and texts, or
when workers are unable to contact clients, colleagues or suppliers
as quickly as expected, stress and anger levels go up, says the
study.
An evolving business etiquette is also building up around the
new technologies, according to the research, with 60% of
respondents revealing that there were informal rules governing the
use of IT equipment at their place of work and two-fifths of
respondents being subject to a mobile phone ban while at work.
Only 11% of respondents felt that it was acceptable to have a
mobile phone switched on during a meeting, while more than half
said it was not acceptable to use IT equipment, such as e-mail, in
a meeting or while speaking to someone at work.
Most respondents recognised that taking a call from one person
while talking to another implies that the phone call is more
important than the person, while taking a call in a meeting implies
that the meeting is not important, said the survey.
In general, younger respondents were more likely to find IT
interruptions acceptable, and men were more likely to use IT
equipment in meetings than women.
Commenting on the findings, Professor Michael Warren, University
of Surrey said: "I'm afraid the research survey shows that we all
want to have our cake and eat it."
"We become stressed and impatient when we can't reach someone,
and we expect instant responses from co-workers and business
contacts. And yet we become annoyed when our own meetings or
discussions are, for example, interrupted by a mobile phone," he
explained.
"The survey shows a clear need to establish workplace rules and
for management to take a lead in setting examples and standards for
each organisation. And I think that technology has its part to play
too – tools and processes are needed that will allow us to manage
our communications with the maximum degree of availability and the
minimum degree of frustration," he added.
