the challenge of managing digital information in the workplace gloria mark department of informatics...
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The Challenge of Managing Digital Information in the Workplace
Gloria MarkDepartment of InformaticsUniversity of California, IrvineISR Forum 2012
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The nature of multitasking at work
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High levels of multitasking in the workplace:
Activity switches ~every 3 min.
People work on an avg. of 12 different projects
At the project level, switches every 10 ½ minutes
People self-interrupt ~44% of the time
It takes ~ 23 min. 15 sec. to resume an interrupted task
Multitasking and stress
When interrupted, people experience significantly higher:
Stress **
Mental workload *
Frustration **
Time pressure *
Effort **
*p<.05, **p<.001
Gender
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Emails are a significant source of interruptions
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How much attention does email demand?
More email communication than F2F
70% of emails attended to within 6 seconds
45% reported “loss of control” in managing info
People spend ~23 % time on email
Email can be checked up to 36 times/hr.
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How is multitasking affected by email?
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Can we create an environment in which people can focus more closely on their tasks?
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The field site
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Large, scientific research organization
Information workers
Heavily reliant on email in their work
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Data collection techniques
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Experimental design
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Day Number 1 2 3 4 5 6 7 8
Short Interview
Sociometric Badge
Short Survey
Day Number 1 2 3 4 5 6 7 8
NO EMAIL
Interview
Long Survey
“Shadowing”
Heart Rate Monitor
Sociometric Badge
Work Activity Log
Office Sensors
Short Survey
Main
Part
icip
an
tsC
olle
ag
ues
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Data collected
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13 participant groups, 52 total participants (including colleagues)
137 hours of ethnographic observation
Logged over 25,000 window changes on participants’ computers
Sensors recorded over 1.6 million sensor events
Total of more than 700 hours of sensor data collection
Heart rate monitors: Over 40,000 HR readings
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Ethnographic shadowing
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Activity TypeMean Duration
(seconds)
Baseline No Email
Out-of-Office 412.32 1195.24
Computing tasks 52.47 50.32
Physical tasks 41.06 56.55
Communication 84.82 60.15
Email 40.65 36.94
Metawork 21.41 29.14
Other Tasks 56.12 31.33
Overall 74.81 102.85
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Ethnographic shadowing
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Activity TypeMean Duration
(seconds)
Baseline No Email
Out-of-Office 412.32 1195.24
Computing tasks 52.47 50.32
Physical tasks 41.06 56.55
Communication 84.82 60.15
Email 40.65 36.94
Metawork 21.41 29.14
Other Tasks 56.12 31.33
Overall 74.81 102.85
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Computer logging: Durations
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Baseline No Email0
50
100
150
200
250
P1P2P3P4P5P6P7P8P9P10P11P12P13MeanA
vera
ge w
ind
ow
focu
s d
ura
tion
(s
econ
ds)
t(12) = −5.00, p < .001
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Computer logging: Frequencies
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Baseline No Email0
10
20
30
40
50
60
P1P2P3P4P5P6P7P8P9P10P11P12P13Mean
Avera
ge f
req
uen
cy o
f w
ind
ow
sw
itch
es (
sw
itch
es/h
ou
r)t(12) = 6.50, p < .0001
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Heart rate and stress
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Heart rate variability (HRV) is widely used as an indicator of mental stress
The lower the measure of HRV, the higher the amount of stress that an individual experiences
Data obtained from only seven participants
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Email and stress: HRV data
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Baseline No Email0
5
10
15
20
25
30
P2
P3
P4
P5
P6
P8
P11
SD
NN
of
measu
red
heart
rate
t(6) = -2.260, p = .065
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Email and stress: HRV data
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Baseline No Email0
5
10
15
20
25
30
P2
P3
P4
P5
P6
P8
P11
M
SD
NN
of
measu
red
heart
rate
t(6) = -2.260, p = .065Levene’s test: F(1, 40409) = 33.40, p < .001
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Effect on colleagues
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For each participant, 2–7 closest team members were asked about stress, work, productivity, e.g.:
“It was easy for me to reach [XX] to get information I needed from [him/her]”
No significant difference between Baseline and No Email
Trend for more agreement in Baseline than in No Email(p < .08) for this statement:
“I was able to get the information I needed to conduct my work today”
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Analysis of interview data
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Lack of agency/loss of control
More face-to-face time
More task focus
Feeling cut off
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Lack of agency/loss of control
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~ 1/2 of informants described that they felt like they were not in control of their email
When asked how they felt about working without email, nearly all informants described that their pace was more relaxed.
“I let the sound of the bell and the pop-ups rule my life.”
“It ruled my life—that made me feel depressed, and now I feel
liberated [without email]…too much headache trying to keep
on top of everything.”
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Email, communication, and workplace relationships
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All informants reported that with email cut off, they interacted with people more, both face-to-face and by phone
They viewed this change as a benefit
Informants expressed that during the time of email cut off, they became aware that the use of email hindered their work relationships
“[Working without email] helps with one-on-one relationships”
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More focus
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Nearly all informants: during the time that email was cut off, they were able to spend longer periods of time on a task and focus more intently on their work
“It gave me time to think about [work] more.”
“I was able to spend time actually doing tasks thathad to be done…. It was nice to be able to sit and
work on a manuscript for the whole morning.”
“When I didn’t have email, multitasking, I hadthree projects done. I was more focused.”
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Feeling “cut off”
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Biggest disadvantage expressed by informants when they did not have email was that they felt “cut off.”
About half the informants described it as a general sense of isolation
This feeling seemed to be grounded in a fear that they were potentially missing out on organizational information
“Yes—hands down—it isolates you as theone person who’s not plugged in.”
“The hardest thing was not being sure what I missed.”
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Recommendations
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Email vacations
Batching email
Use of a pull-oriented channel
Organization should consider the immaterial benefitsof email reduction
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Summary
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By cutting off email, people could report from their actual experience
When email is cut off for five days:
Duration on task increases;
Frequency of task switching decreases
Stress reduces
Face-to-face communication increases
Not clear of its effect on productivity
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The burden falls on the user to integrate their work that is fragmented over time and space!
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Thanks
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To our informants
To the National Science Foundation award CNS-0937060to the CRA for the Computing Innovation Fellows Project
To the U.S. Army Natick R, D & E Center
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In collaboration with…
Steve Voida
Armand Cardello
Victor Gonzalez
Norman Su
Justin Harris
Laura Dabbish
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In the mediaBBC Radio interview. May 15, 2012.
The New York Times. Taking e-mail vacations can reduce stress, study says. May 4, 2012.
National Public Radio (NPR). Marketplace Tech Report. Broadcast May 4, 2012.
The Atlantic. Study of the Day: Email Breaks at Work Reduce Stress, Improve Productivity. May 9, 2012.
Huffington Post. Taking a break from work email could help curb stress: Study. May 7, 2012
U.S. News & World Report. An 'Email Vacation' Could Save Your Health. May 11, 2012.
Los Angeles Times. You knew this: Work emails are bad for your health, study finds. May 3, 2012.
The Atlantic. The Latest 'Ordinary Thing That Will Probably Kill You'? Email. May 4, 2012.
ABC Radio Australia. No work email access = less stress, better focus. May 7, 2012.
New York Daily News. Having a stressful moment? Turn off email. May 9, 2012.
The Globe and Mail. Is it possible to check e-mail just twice a day? May 13, 2012.
Seattle Times. Letting go of emails is good for you. May 4, 2012.