Generations Blog

One of the coffee shops in which I hide out to get my creative work done is packed some mornings with students from a nearby high school. In fact, I’m writing this as they sit at the surrounding tables. In many ways, they are like the friends of my youth — full of bravado, gossiping about the teachers, and discussing the latest TV, music and movies. One of the big difference is that while they carouse with the peers next to them, they are also connecting with others from 500 feet to 500 miles miles away. Every single on of these individuals carries a cell phone. They might connect with Mom or Dad five or six times a day. They might text a cousin in Mexico. They might call a friend inside the school to check on whether some teacher is really giving a quiz today. I once watched two young people texting each other across a classroom. I asked why they didn’t simply talk to each other. “You don’t undertand,” one of them responded. “There are five people in on this conversation. Two of us happen to be in this room.

Regardless of demographics or economic standing, cell phones and other mobile devices have become so much a part of this generation’s lives, that simply misplacing one can cause immediate, if momentary, panic. But because of the pervasiveness of this technology, coupled with the enormous size of this generation, it appears that these practices will  dominate much of communication going forward.  As these individuals enter the workplace, they are impacting organizational communication as well.

So how do supevisors successfully manage the impact of this phenomenon in the workplace? Here are a couple practical suggestions:

1. Set clear parameters based on what is most practical for your organization. On one side of the spectrum, this might mean complete freedom to use the device as one wishes. Some organizations, of course, issue cell phones and other personal technology so that communication can be more efficient. On the other side of the spectrum, this might mean forbidding them completely while working since they are not essential to getting the work done and using them would hinder efficiency. Fast-food environments come to mind. If cell phone and texting use is allowed in the work environment, define where such use might be inappropriate. One large accounting firm with which I work was struggling with young auditors who texted the executives within client companies with questions and comments since it is these auditors’ preferred method of communication. The executives, mostly in their fifties, do not use texting as a general rule. One can only imagine some of the misunderstandings and difficulties that took place because of this. The solution? The firm is now developing a standard for communication methods between its professionals and client representatives.    

2. Enforce consistently, but with perspective. It is human nature to push the envelope at times and youth tend to excel at this. Society is full of rules and policies based on isolated incidents. Be careful to consider the impact of limiting cell phone use and texting before implementing blanket policies. Not only do they sometimes engender resentment, they can also stifle creativity. On occasion, use of this technology can also be to your advantage. A while back, for instance, I wrote an article on a somewhat controversial topic and asked a young colleague to send it out to his “100 closest friends” for reaction. Not only did we receive helpful feedback from some of these individuals, but from others around the world as well as the initial group passed it along to others. How much better is this than simply phoning a few friends for input? It made for a much better article.

Ultra-Connectedness is not just an issue with those in the emerging generation. But they will drive the impact of this for years to come.  What can you do to embrace it?