As workplace e-mail overtakes the phone, is office interaction doomed?

E-mail has surpassed the telephone as the most popular workplace communications tool, NetworkWorld reports, citing a new Datamonitor/Dimension Data survey. That probably comes as no surprise, unless you're a chief exec who has the secretary "handle all the e-mail". What is a bit of a surprise is how e-mail has become the overwhelming tool of choice, suggesting that in the workplace of the future we'll have less face-to-face and over-the-phone interactions with our colleagues than we do today. The researchers regard this as a worrying development.

"This raises questions about how effective and meaningful e-mail communication is when dealing with problem resolution and discussing complex issues. Also, e-mail communication can be considered less secure. This could have a negative impact on productivity as end-users struggle to deal with growing volumes of e-mails," Rob Lopez of Dimension Data says.

The average worker, no doubt, isn't too fussed about less face time with certain staffers. The research found that 100 per cent of respondents use e-mail, compared to 80 per cent using fixed-line phones and 76 per cent using the mobile. Instant messaging comes in fourth at 66 per cent. Respondents said the big three – e-mail, fixed and mobile phones – increase workplace productivity, but they found IM and blogs are the most disruptive and could negatively impact workplace productivity. And, there's no mention of that notorious time-waster, Facebook.

Comments

[Freya]

I'm not sure why face-to-face and over-the-phone contact is seen as better than e-mail. Perhaps it works in offices where everyone is always at their desks, but I work for a law firm, and they certainly aren't here. If I try a face-to-face meeting with one of the partners I work for, I have to walk all the way around the floor, to find that he's out. Or busy. If I pick up the phone, he's on a call, or out, or busy, or in court. If I send an e-mail, he often answers it (via BlackBerry) within a couple of minutes from his taxi/airport terminal/meeting etc. Then it's dealt with, and that's one more thing crossed off my list. Surely whatever gets the job done is the best way to do it. If I hung around waiting for people to be available to talk to, I'd be waiting for a long time. I interact *more* with people using e-mail than I would do if I had to go and see them or ring them up.

[lawrence Coleman]

I'm just so happy to be part of the Times family accross the pond. My dad was part of the O.S.S., stationed in London during W.W.II
Thanks England, we're not all boobs in the "States"

[T Nagrom]

People just need to become more astute at selecting the most appropriate medium for communication.

Of the options available for each interaction e-mail can often be the optimal.

However, I often see it used just because its simply easier for the sender.....but not necessarily the receiver.

If anything important is going to be lost in the message or inadvertently added / misinterpreted - including emotional and political context - by choosing email when another option is available that avoids this, then one probably shouldn't use it.

In my experience the worst use of email arises, because a sender can't bear to deliver a message directly and face the recipients response. I can't think of a single situation, when I've seen good come of this.

My final comment is a pure whinge: will all software producers of email systems please remove the 'REPLY ALL' button!

Without a doubt this is the single greatest destroyer of industrial productivity in the modern world judging by the number of irrelevant emails that I receive by people that use this function on their email systems!!

[Ben]

I don't think office interaction is doomed as you get so many emails in your inbox these days that you don't have time to answer them and meeting face-to-fact can be so much easier in resolving loads of issues at once. Also email are so stressful - this posting on Secretarial Blog: http://www.secretarialblog.co.uk/tag/Emails_stress
is quite good on the stresses of everyday office emails.