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Office Arrow Recognition Research 4 20 09

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This research was conducted by OfficeArrow to identify how Administrative Professionals prefer to be recognized during Administrative Professionals Week and Day.

This research was conducted by OfficeArrow to identify how Administrative Professionals prefer to be recognized during Administrative Professionals Week and Day.

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    Office Arrow Recognition Research 4 20 09 Office Arrow Recognition Research 4 20 09 Presentation Transcript

    • Office Professionals Recognition Research Quantitative Findings Final Report April 19, 2009 Prepared By: WaterStone Research Consulting
    • ABOUT US OfficeArrow • Founded on July 16, 2007, in Atlanta, Georgia, OfficeArrowSM is the world’s largest and • fastest-growing online collaborative community for Office Professionals and Small Business Owners. OfficeArrow’s mission is to recognize the work Office Professionals do every day while helping them to work smarter, save money and create a more rewarding career by providing solutions to everyday challenges. OfficeArrow combines tips and advice from industry experts, articles and discussions from the OfficeArrow staff, with answers and advice from trusted peers and other Office Professionals. With nearly 175,000 members in almost every state and over 200 countries around the world, OfficeArrow is the only single destination where Office Professionals connect and collaborate; purchase and save on products and services; and access templates, tools and tips. For more information about OfficeArrowSM, log onto www.officearrow.com. OfficeArrow. Working together for you. WaterStone Research Consulting • WaterStone Research Consulting is a custom market research firm located in Denver, Colorado, offering qualitative and quantitative market research solutions to clients in a variety of industries. Founder Leslie Gelman is a marketing professional with over 20 years of experience in product management and market research, with much of this experience in the Telecommunications, Health/Wellness and Financial industries. Leslie can be reached at 303.807.1580 or at lagelman1@yahoo.com.
    • Table of Contents Page # Introduction..................................................................................... 3 Management Summary…..………………….………………………… 7 Detailed Findings ……................................................................... 11 Appendix………............................................................................. 29
    • Introduction
    • Background and Objectives In preparation for Administrative Professionals Week, OfficeArrow initiated research among Office Professionals who are members of the OfficeArrow community. This research was designed to meet the following key objectives: • To develop a deeper understanding of the value that Office Professionals place on recognition (in general, and specifically during Administrative Professionals Week and on Administrative Professionals Day). • To identify the most effective forms of recognition from the perspective of Office Professionals (in total, and among key segments defined by job title). The results of this research will be posted to the OfficeArrow website. It will also be shared with the broader business community via press releases the week before Administrative Professionals Week.
    • Approach This research was completed via a two-phase study: a qualitative phase followed by a quantitative phase. Qualitative Research The qualitative research was conducted via one-on-one telephone interviews with members of OfficeArrow’s research panel. A total of 12 qualitative interviews were completed. These interviews lasted an average of 20 minutes. The results from the qualitative research were utilized to develop a more targeted quantitative survey. They also provide important anecdotal information that lend deeper understanding and support to the quantitative findings, ultimately making for a better story to drive the press release. Quantitative Research Quantitative data was collected via an online survey administered via SurveyMonkey. A link to the survey was included in the March 19, 2009 OfficeArrow electronic newsletter. In addition, an email invitation to participate in the research was sent to a random sample of OfficeArrow community members.
    • Approach (cont.) Quantitative Research (cont.) The quantitative survey was fielded from March 19 through March 24, 2009. A total of 388 online surveys were completed. Completes by key segments (defined by job title) are outlined below. Job Title Office Executive Office Administrative Virtual TOTAL Manager Assistant Administrator Assistant Assistant 388 64 128 61 130 5 •Note: While representation of Virtual Assistants in the survey is consistent with their representation in the population of Office Professionals, the base size for this segment is too small to analyze. Therefore, results for this segment are not provided in the report. Analysis Focus The focus of this report is the findings from the quantitative research – detailed findings from the qualitative research were provided in a separate report. However, where appropriate, references to the qualitative research are made in the management summary of this report.
    • Management Summary Administrative Professionals Day/Week • Results from the qualitative research suggest that the institution of Administrative Professionals Day (and Week) has done much to raise awareness of the need to recognize Office Professionals. o Office Professionals often play a behind-the-scenes role – they are the ―cogs in the machinery‖ that ensure the smooth operation of a business, the ―glue that holds their department together‖. The problem with operating behind-the- scenes is that only 44% of Office Professionals believe their boss has a complete understanding of all that they do. As a result, their contributions can sometimes be overlooked. • Recognition is important to overall job satisfaction for the majority of Office Professionals (74%) and nearly all (92%) receive some form of recognition aside from pay raises. However, fewer than half (44%) are acknowledged on Administrative Professionals Day (or Week). • While the majority of Office Professionals appreciate the idea of Administrative Professionals Day, only half (47%) desire recognition during this annual event. o Administrative Professionals Day tends to be more important to those who do not receive recognition on a regular basis. o For a few (5%) it represents their only opportunity for acknowledgment during the year. • Office Professionals who value recognition on Administrative Professionals Day enjoy feeling appreciated (four in ten) and welcome the opportunity to receive much deserved acknowledgement for all of their hard work and the important contributions they make throughout the year(two in ten).
    • Management Summary (cont.) Administrative Professionals Day/Week (cont.) • Those who are more neutral about recognition on Administrative Professionals Day or rate it as ―not important‖, tend to receive recognition (mainly verbal) on a regular basis and therefore, do not feel the need for a special day to be recognized (two in ten). Alternately, they prefer more consistent recognition (―not limited to a single day‖) or recognition directly tied to good performance (―when it is earned‖). • When Office Professionals are asked to cite the form of recognition they most prefer to receive on Administrative Professionals Day, no clear winners rise to the top of the list. Small gifts and additional comp time have a slight edge over other forms of recognition. o o A comparison of rankings – what Office Professionals currently receive in terms of recognition and what they would prefer to receive – suggests a desire for more cash bonuses and opportunities to attend training classes and seminars. Formal vs. Informal Recognition Results from the qualitative research suggest that Office Professionals generally • appreciate any form of recognition. However, smaller informal gestures (particularly verbal recognition like a simple ―thank you‖ or ―you did a great job‖) are much more valued than acknowledgement that is part of a formal system of recognition or attached to a specific date on the calendar (like a birthday or Administrative Professionals Day).
    • Management Summary (cont.) Formal vs. Informal Recognition (cont.) This is not to say that informal recognition is the only form of recognition needed. As one Office Professional described it, “It’s like cake vs. icing.” Informal gestures like frequent verbal recognition are the cake, the foundation upon which your general feelings about your job and your relationship with your boss are built. The more formal types of recognition (like lunches out and small gifts or gift cards on special days) are icing on the cake. The best cakes have a good foundation and icing. The quantitative research tends to bear this out… – 81% of Office Professionals indicate that any form of recognition they receive is appreciated. – 66% agree that regular, verbal recognition is the best form of recognition they can receive. – Only 40% agree that regular verbal recognition is the only kind of recognition they need. What makes informal (mostly verbal) recognition more meaningful than formal recognition is that it is… Timely – generally occurs right after you’ve done something. – Spontaneous – a result of someone’s immediate reaction to the work you’ve done. – Personal – unlike the birthday lunch that everyone gets, it’s specific to you and your work – product. Genuine, sincere – not done because it’s expected. –
    • Management Summary (cont.) Formal vs. Informal Recognition (cont.) In addition to verbal recognition, the majority of Office Professionals place high value on other forms of informal recognition: – Having flexibility in managing their schedule (84%), – Having a boss who is open to their suggestions (81%), – Being recognized in meetings with management (80%), and – Being encouraged to stretch by taking on new responsibilities and special projects (74%), For Office Professionals, these types of recognition provide validation that their boss values their input and has a high level of trust in and respect for their skills and abilities.
    • Detailed Findings Throughout this report, significant differences are noted by using superscript letters to indicate that one number is significantly higher than another number indicated by a superscript letter at the 95% confidence level.
    • Experience with Employee Recognition (In General)
    • Receive Recognition Nearly all Office Professionals receive some kind of recognition from their boss (aside from pay increases) for the work they do. Receive Recognition From Current Boss (In General) 94% 92% 92% 92% 90% Total Office Manager Executive Assistant Office Administrator Administrative Assistant Base: (388) (64) (128) (61) (130) a b c d Q3 Aside from pay increases, which, if any, of the following types of recognition have you received from your current boss?
    • Forms of Recognition Currently Receive – General Employers rely on a variety of approaches (aside from pay increases) to recognize the Office Professionals who work for them. The most common form of recognition costs the least – ―thank yous‖ and other verbal acknowledgement of a job well done. Other well used forms of recognition include opportunities to attend training classes and seminars, lunches or dinners out, small gifts (like flowers, candy or books), cards and notes, and retail gift cards or certificates. • Executive Assistants are more likely than other Office Professionals to receive cash bonuses and larger gifts like spa or travel certificates. Job Title Forms of Recognition Receive Executive Office Office Administrative From Current Boss Assistant Manager Administrator Assistant (121) (59) (55) (120) Among Those Who Receive Recognition % % % % a b c d 92 96 98 91 Verbal recognition 94% 47 41 36 42 Training/Seminars 41% 36 38 40 37 Lunch or Dinner 38% 31 38 27 28 Small gifts 32% 34 31 22 31 Cards or notes 30% 22 35 24 29 Retail gift certificates/cards 29% 19 29 cd 13 18 Cash bonuses 21% 15 15 18 13 Additional time off 15% 10 17 cd 4 6 Larger gifts 10% 5 12 7 12 Visa/MC/Amex gift cards 10% 7 7 7 8 Other 8% Base: (359) Q3 Aside from pay increases, which, if any, of the following types of recognition have you received from your current boss?
    • Preferred Form of Recognition – General When asked to name the form of recognition they most prefer, the largest share of Office Professionals cite verbal recognition. The next most preferred form of recognition is cash (in the form of a bonus). Job Title Form of Recognition Would Prefer to Receive From Current Boss Executive Office Office Administrative Assistant Manager Administrator Assistant Among Those Who Receive Recognition (121) (59) (55) (120) % % % % a b c d 44 44 38 40 Verbal recognition 42% 27 18 15 19 Cash bonuses 19% 3 8 13 10 Additional time off 9% 9 4 9 8 Training/Seminars 7% 5 8 9 4 Cards or notes 6% 3 3 6 3 Lunch or Dinner 3% — 3 4 5 Retail gift certificates/cards 3% 5 3 2 1 Visa/MC/Amex gift cards 3% — 3 2 2 Small gifts 2% — 1 — 2 Larger gifts 1% 3 5 4 6 Other 5%Base: (359) Q4 Thinking of all the ways in which your boss has recognized your contributions on the job, which one type of recognition is the most meaningful to you?
    • Recognition on Administrative Professionals Day/Week
    • Receive Recognition Fewer than half of Office Professionals receive recognition on Administrative Professionals Day or during Administrative Professionals Week. • Executive Assistants and Administrative Assistants are more likely to be acknowledged on these dates. Receive Recognition On Administrative Professionals Day/Week 55% ac 45% 44% a 36% 27% Total Office Manager Executive Assistant Office Administrator Administrative Assistant (388) (64) (128) (61) (130) Base: a b c d Q7 Does your boss typically recognize you in any way on Administrative Professionals Day or Week?
    • Recognition Typically Receive for Administrative Professionals Day/Week When recognizing Administrative Professionals Day or Week, employers appear to believe that something more than simple verbal recognition is required. While verbal recognition is a component of the recognition receive by about half of Office Professionals, it is usually accompanied by something tangible – most commonly, small gifts, lunch or dinner out, or a card or note. Job Title Recognition Typically Receive for Administrative Professionals Day/Week Executive Administrative Assistant Assistant Among Those Who Receive Recognition Office Office (70) (59) Manager Administrator % % ISS b ISS d 59 51 Small gifts 53% 43 54 Lunch or Dinner 49% 37 29 Verbal recognition 36% 37 24 Cards or notes 29% 14 12 Retail gift certificates/cards 14% 6 3 Larger gifts 5% 3 3 Training/Seminars 4% 1 3 Additional time off 3% 3 3 Visa/MC/Amex gift cards 3% – – Cash bonuses 0% ISS = Insufficient Sample Size for 6 2 analysis purposes. Other 4% Base: (169) Q8 How does your boss typically recognize you on Administrative Professionals Day or during Administrative Professionals Week?
    • Preferred Form of Recognition on Administrative Professionals Day/Week When asked to name the type of recognition they would most like to receive on Administrative Professionals Day or Week, Office Professionals are somewhat ambivalent. No clear winners rise to the top of the list , but small gifts and additional time off have a slight edge over other forms of recognition.  Comp time is particularly popular among Office Administrators.  Two in ten Office Managers would prefer not to be recognized during Administrative Professionals Week (they likely do not consider themselves to be Admins). Compared to other Office Professionals, they place more emphasis on verbal recognition. Job Title Preferred Form of Recognition on Executive Office Office Administrative Assistant Manager Administrator Assistant Administrative Professionals Day/Week (128) (64) (61) (130) % % % % a b c d Small gifts 14% 8 16 15 16 Additional time off 14% 9 10 21 b 17 Cash bonuses 10% 8 9 15 9 Training/Seminars 10% 5 9 12 11 Verbal recognition 9% 16 c 9 3 9 Lunches/Dinners 9% 13 8 12 8 Cards or notes 6% 6 8 7 4 Larger gifts 6% 3 11 2 4 Retail gift certificates/cards 6% 6 6 3 7 Visa/MC/Amex gift cards 5% 3c 6c – 8c Other 3% 5 4 3 2 Prefer no special recognition 9% Base: Total 19 bd 6 8 7 Sample (388) Q9 What is the one way you would most prefer to be recognized on Administrative Professionals Day or during Administrative Professionals Week?
    • Recognition Summary – Comparison of Rankings A comparison of rankings – what Office Professionals currently receive in terms of recognition and what they would prefer to receive – suggests that in general, Office Professionals would like to receive more cash bonuses and comp time and fewer small gifts and meals out. Similarly, on Administrative Professionals Day (or Week) they would like to receive more cash bonuses, time off and opportunities to attend training classes and seminars ,and fewer cards, notes and meals out. Recognition on Administrative Recognition In General Professionals Day/Week Form of Recognition Currently Prefer to Currently Prefer to Receive Receive Receive Receive (359) (359) (169) (388) % % % % Verbal recognition 1 1 3 5 Training classes/seminars 2 4 7 3 Lunches or dinners 3 6 2 5 Small gifts (like flowers, candy or a book) 4 9 1 1 Cards or notes 5 5 4 7 Gift certificates/cards to stores or restaurants 6 6 5 7 Cash bonuses 7 2 10 3 Additional time off 8 3 8 1 Larger gifts (like spa or travel certificates) 9 10 6 7 Visa/MasterCard/American Express gift cards 9 6 8 10 Q3 Aside from pay increases, which, if any, of the following types of recognition have you received from your current boss? Q4 Thinking of all the ways in which your boss has recognized your contributions on the job, which one type of recognition is the most meaningful to you? Q8 How does your boss typically recognize you on Administrative Professionals Day or during Administrative Professionals Week? Q9 What is the one way you would most prefer to be recognized on Administrative Professionals Day or during Administrative Professionals Week?
    • Importance of Administrative Professionals Day/Week Only about half of Office Professionals state that recognition on Administrative Professionals Day or Week is important to them. One in five say it is not important. Importance of Recognition on Administrative Professionals Day/Week 41% 44% 47% 48% 52% Important (8-10) Neutral (4-7) Not Important (1-3) 24% Don't know 33% 29% 30% 28% 28% 21% 21% 19% 18% 5% 5% 3% 3% 2% Total Office Manager Executive Assistant Office Administrator Administrative Assistant (128) (61) (130) (64) (388) Base: b c d a Q5 To what extent would you agree that it is important that your boss recognizes you in some way on Administrative Professionals Day or Week?
    • Reasons for Importance of Administrative Professionals Day/Week •Among those who value recognition on Administrative Professionals Day… – Four in ten simply enjoy feeling appreciated. – Two in ten welcome the opportunity to receive much deserved acknowledgement for all of their hard work and the important contributions they make throughout the year. •A few (about 5%) value this holiday because it may be the only day of the year that they receive any recognition. •Among those who are more neutral about recognition on Administrative Professionals Day or rate it as ―not important‖… – Two in ten receive recognition (mainly verbal) on a regular basis and therefore, do not feel the need for a special day to be recognized. – One in four prefer alternative approaches to recognition – receiving it on a regular basis (―not limited to a single day‖) or tied directly to good performance (―when it is earned‖). Among Office Professionals who see less value in recognition on Administrative Professionals Day, two in ten express reservations about this annual event.  10% dismiss it as a ―contrived‖ holiday.  5% feel the value of the recognition they receive on this day is diminished by the sense that it is only given because it is expected.  Another 5% are uncomfortable with the fact that other professions don’t have a special day for recognition and express concern that this allowance could result in their profession being taken less seriously.
    • Reasons for Importance of Administrative Professionals Day/Week Importance of Administrative Professionals Day/Week Important Neutral Not Important Reasons for Importance (8-10) (4-7) (1-3) (184) (111) (81) % % % a b c – Important/Valued (net) 59 bc 26 c Validates me/shows I’m appreciated – 29 bc 12 c – Nice gesture/feels good to be recognized 14 c 11 c Ensures I’m recognized at least once a year – 9c 3 – – Motivating/boosts my morale 7 bc – – Deserve It (net) 17 bc – – Work hard/do a good job 9 bc – – Do an important job/indispensible 8 bc Not Necessary (net) 7 38 a 50 a Feel appreciated/don’t need a special day 5 15 a 21 a Don’t want it/need it (unspec.) 2 10 a 14 a Other staff members don’t have a special day – 2 10 ab – Nice/Appreciated ,but not necessary 9a 2 Hurtful if I’m not recognized – – 5 bc Not Celebrated (net) 4 12 a 11 Boss is busy/don’t expect to remember 3 7 1 Company/boss doesn’t celebrate 1 4 9a Prefer Other Recognition (net) 2 22 a 28 a Prefer recognition on a regular basis/not limited to one day 2 14 a 17 a – Prefer recognition at the time it is earned 9a 11 a Not Meaningful (net) 2 10 a 20 a Seems forced/contrived/silly 2 5 17 ab – Not meaningful if its forced/expected 5a 5a Note: Only reasons mentioned by at least 5% of respondents are shown.
    • Employee Recognition and Job Satisfaction
    • Attitudinal Summary – Recognition and Job Satisfaction Most Office Professionals agree that recognition is important to their job satisfaction and that any kind of recognition they receive for their job performance is appreciated. Additionally, the recognition they receive on special days like Valentine’s Day or Administrative Professionals Day has meaning (despite the fact that it may lack spontaneity). Six in ten Office Professionals are satisfied with their job. Even more claim to have a good relationship with their boss and feel that their boss appreciates the work they do. However, only four in ten believe their boss understands nearly every aspect of the work they do. • Executive Assistants tend to have higher levels of overall job satisfaction and greater confidence in the strength of the relationship they have with their boss. • Office Managers are more likely to feel that their boss understands nearly every aspect of their job. About half of Office Professionals receive verbal recognition on a regular basis and two-thirds claim this is the best kind of recognition to receive. However, only four in ten agree that this is the only type of recognition they need.
    • Attitudinal Summary – Recognition and Job Satisfaction Agreement with Recognition and Job Title Job Satisfaction Statements Executive Office Office Administrative % Rating 8-10 Assistant Manager Administrator Assistant (128) (64) (61) (130) % % % % a b c d 78 83 79 82 81% Any kind of recognition is appreciated 72 79 84 73 74% Recognition is important to job satisfaction 63 78 a 72 69 71% Have good relationship with boss 66 70 71 65 68% Boss appreciates work 58 70 66 65 66% Regular verbal recognition is the best 61 69 d 61 54 61% Satisfied with job 53 56 59 55 56% Get verbal recognition on a regular basis 53 d 42 48 38 44% Boss understands nearly every aspect of job 38 41 39 39 40% Only need regular verbal recognition 16 19 25 14 17% Gifts on quot;specialquot; days aren't meaningful Base: Total Sample (388) Q1/2/10 Please indicate the extent to which you agree with each statement using a scale from 1 to 10 where 1 is ―Disagree Completely‖ and 10 is ―Agree Completely‖.
    • Importance of Intangible Forms of Recognition
    • Importance of Intangible Recognition •The value of intangible forms of recognition should not be overlooked. At least three- quarters of Office Professionals agree that having a boss who is open to their suggestions, encourages them to take on new responsibilities, recognizes them in meetings with management, and gives them flexibility with their work schedule all represent meaningful forms of recognition. Job Title Importance of Intangible Forms of Recognition Executive Office Office Administrative Assistant Manager Administrator Assistant % Agree (8-10) (128) (64) (61) (130) % % % % a b c d 80 84 87 85 84% Giving me flexibility with my schedule 83 84 89 82 81% Being open to my ideas, suggestions Recognizing my contributions in meetings with 83 80 80 79 80% management 78 83 87 76 Encouraging me to take on new 74% responsibilities/projects Base: Total Sample (388) Q11 Please indicate the extent to which you agree with each statement using a scale from 1 to 10 where 1 is ―Disagree Completely‖ and 10 is ―Agree Completely‖.
    • APPENDIX Respondent Profiles
    • Respondent Profile – Demographic Characteristics Job Title Office Executive Office Administrative Manager Assistant Administrator Assistant Total (64) (128) (61) (130) (388) % % % % a b c d % Gender Male 6 19 bd 1 8b 3 Female 94 81 99 ac 92 97 a Age – – 18-23 1 2 1 24-30 8 2 8 12 10 31-39 15 10 14 25 a 15 40-49 39 52 d 38 36 32 50-59 31 32 27 25 37 60+ 6 5 10 3 5 Education HS or less 9 11 10 9 9 Some College 57 51 63 c 43 62 c College 26 25 24 36 25 Advanced Degree 7 14 bd 4 13 bd 4 Income < $30,000 14 15 b 3 17 b 25 b $30,000 to $39,999 26 25 17 32 b 32 b $40,000 to $49,999 27 33 33 d 21 22 $50,000+ 33 27 47 acd 30 21 Residence United States 91 91 95 c 80 92 c Canada 8 8 5 18 bd 7 – Caribbean Islands 1 2 2 2
    • Respondent Profile – Professional Characteristics Job Title Office Executive Office Administrative Manager Assistant Administrator Assistant Total (64) (128) (61) (130) (388) % % % % a b c d % Experience Average years in profession 14.2 13.1 16.4 acd 12.9 12.7 Average years with current employer 7.2 7.4 c 7.6 c 5.8 7.6 c Membership in Professional Organizations Any 44 50 49 41 37 IAAP 29 19 37 a 23 28 AEAP 8 11 d 12 d 7 2 ASAP 12 20 13 8 10 Other 9 14 7 15 d 5 Professional Certifications Any 38 37 36 48 37 CPS 21 20 22 22 21 CAP 21 20 20 27 20 Other 10 15 10 12 7
    • Respondent Profile – Employment Characteristics Job Title Office Executive Office Administrative Manager Assistant Administrator Assistant Total (64) (128) (61) (130) (388) % % % % a b c d % Employment Status Work for someone else full time 91 83 97 ac 84 95 ac Work for someone else part time 5 6 2 8 5 – Self employed 4 11 b 1 8b Size of Company (# of Employees) 10 or less 16 33 bd 9 35 bd 6 11 to 100 27 36 b 22 23 30 101-500 19 14 20 17 24 501+ 37 17 50 ac 25 41 ac Industry Financial/Insurance 11 8 14 9 9 Manufacturing 12 6 17 c 5 13 Professional Services 9 9 11 14 6 Medical/Healthcare 16 13 16 12 20 – Hospitality 2 2 4 2 Retail 5 6 2 11 b 5 Technology/IT 7 6 8 7 5 Construction 5 13 b 1 7 5 Education 6 8 2 7 9b Government 6 6 2 9 7 Non-profit 3 3 4 5 1 Other 17 21 21 11 17