Lately I’ve noticed that one of my employees is texting all throughout the workday. I’m not unreasonable. I don’t mind a text here and there, but I feel like half of her time is spent on personal chit-chat. How can I address the situation?
Americans send 208,333 text messages every second, totaling 18 billion texts daily, according to the CITA-The Wireless Association and Nielsen. We use texts more often than phone calls these days to keep in touch with family, friends, and coworkers. While the vast majority of those responding to our Select Family poll think that it is not okay to send personal texts at work, the Millennial generation may disagree. The numbers indicate that 18-24 year olds are especially addicted to texting.
As I mentioned in my blog post The Multi-Tasking Myth, productivity suffers when you are interrupted, whether by another work task or the buzz, chirp, or ding of an incoming text. In a recent study in the Higher Education Journal, half of a class was requested to text the professor three times during a lecture and the other half was not allowed to text. Who do you think retained less information and scored lower on the pop quiz afterwards? The texters, of course. A University of Waterloo study in the workplace similarly found that cell phones created too many distractions for employees to complete their office tasks.
Customer service may suffer because of text distractions. It’s incredibly rude for a worker to engage in texting (personal or otherwise) while handling a customer face-to-face. Even when on a call on the business line, an incoming personal text can cause less than 100% attention to the conversation at hand.
Staffers who drive for their jobs should be especially careful not to text while at the wheel. And employees who have a company-provided cell phone should be aware that any texts or images sent and received are company property (think twice about “sexting” on your work cell).
Vexed, is this just one bad apple ruining texting privileges for the whole team? Depending on your company size and culture, you may wish to add a texting policy. Think carefully, though, because a strict policy could backfire by decreasing employee morale and thus productivity.
If you feel your company does needs a written policy, check out Quickbooks’ article Tips for Establishing an Employee Texting Policy. Here is one example of a texting/cell phone policy:
XYZ Company is committed to providing a work environment that is safe, customer focused, and free of unnecessary distractions related to personal cell phone usage. Cell phones must be set to vibrate or silent mode instead of sounding ring tones. The company encourages a reasonable standard of limiting personal calls and text messaging to breaks and meal periods. Employees are asked to make all personal calls and texts on non-work time and to ensure that friends and family members are aware of this policy. Flexibility will be provided in circumstances demanding immediate attention.
As a manager, you may want to make exceptions for special situations, such as when an employee’s family member is ill. In another for instance, parents of latch-key kids will be more distracted until they get that text message that their child made it home safe and sound.
But if you feel a formalized policy is overkill (or you’re afraid your workforce of younger employees will mutiny or jump ship), have a chat with your serial texter about the inappropriate amount of messaging during work hours.
BOL (Best of Luck).
Readers: Do you send personal text messages while on the job? What is your company’s policy on texting?
Do you have a job-related question? Ask Anita.
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