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The Future of Email and Best Practices for IM @ Work

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Robert Half Technology asked CIOs and professionals about where email will be in 2020, how they are impacted by instant messaging and their preferences around communication for strategy and follow-up.

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The Future of Email and Best Practices for IM @ Work

  1. 1. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved. STAYING IN TOUCH AT WORK CIOs and Workers Comment on Workplace Communication Today and Where It’s Headed …
  2. 2. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.2 Source: Robert Half Technology survey of more than 2,500 CIOs and 1,000 workers in the United States. *Responses may not total 100 due to rounding. Which one of the following is the most effective method for communicating daily with your team at work, such as for initiating projects, brainstorming or project follow-up? CIOs Email 41% In-person meetings 22% Instant messaging 13% Phone calls 9% Internal social network 8% Video conferencing 7% Employees* In-person meetings 37% Email 27% Instant messaging 19% Phone calls 9% Video conferencing 6% Internal social network 2% Don’t know 1%
  3. 3. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.3 Source: Robert Half Technology survey of more than 2,500 CIOs and 1,000 workers in the United States. In three years, do you believe email will be the most common way for employees to communicate internally? CIOs Workers Yes 73% No 26% Don’t know 1% Yes 53% No 28% Don’t know 19%
  4. 4. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.4 Source: Robert Half Technology survey of more than 2,500 CIOs and 1,000 workers in the United States. Respondents who said email will not be the most common in three years were asked, “What do you believe organizations will most likely move toward for daily communications?” CIOs Workers Instant messaging 31% In-person meetings 21% Phone calls 19% Video conferencing 16% Internal social network 12% Refused 1% Instant messaging 52% Video conferencing 23% Internal social network 11% In-person meetings 7% Phone calls 4% Something else 3%
  5. 5. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.5 INSIGHTS FROM EMPLOYEES… INSIGHTS FROM EMPLOYEES…
  6. 6. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.6 Source: Robert Half Technology survey of more than 1,000 workers in the United States. Which do you personally use most for day-to- day communication with colleagues? Email … 45% Instant message … 28% In-person … 16% Phone … 11%
  7. 7. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.7 Source: Robert Half Technology survey of more than 1,000 workers in the United States. In a word, how would you describe instant messaging for work? Convenient … 62% Necessary … 29% Invasive … 5% Inefficient … 3% Something else … 1%
  8. 8. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.8 Source: Robert Half Technology survey of more than 1,000 workers in the United States. *Responses may not total 100 due to rounding. Does your organization have clear rules about how you use its internal messaging platform?* Yes … 54%Yes … 54% No … 41%No … 41% I don’t know … 6%I don’t know … 6%
  9. 9. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.9 Source: Robert Half Technology survey of more than 1,000 workers in the United States. When contacting a colleague, do you expect an answer more immediately with instant messaging than with email? Yes … 90% No … 10% Of email or instant message, which do you feel the most pressure to respond to immediately? Instant Message… 76% Emails… 24%
  10. 10. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.10 Source: Robert Half Technology survey of more than 1,000 workers in the United States. Have you received an instant message even if you have a “do not disturb” or “busy” status? Yes … 65% No … 35%
  11. 11. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.11 Source: Robert Half Technology survey of more than 1,000 workers in the United States. Which best describes you reactions when you receive a message when your status is set to “do not disturb” or “busy”? Relieved – when the request is important … 29% Relieved – when the request is important … 29% Annoyed – I prefer not to be bothered … 30% Annoyed – I prefer not to be bothered … 30% Neutral – I didn’t have any strong feelings … 41% Neutral – I didn’t have any strong feelings … 41%
  12. 12. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.12 Source: Robert Half Technology survey of more than 1,000 workers in the United States. By age group: Workers who feel annoyed when they receive a message when their status is set to “do not disturb” or “busy”? Age 18-34 23% Age 18-34 23%Age 35-54 36% Age 35-54 36% Age 55+ 38% Age 55+ 38%
  13. 13. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.13 Source: Robert Half Technology survey of more than 1,000 workers in the United States. *Responses may not total 100 due to rounding. Will you send a message if the person has a “do not disturb” or “busy” status?* Yes. They can always ignore… 18% Yes. They can always ignore… 18% Sometimes. If it’s urgent… 56% Sometimes. If it’s urgent… 56% No. It can wait until they’re free... 25% No. It can wait until they’re free... 25%
  14. 14. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.14 Source: Robert Half Technology survey of more than 1,000 workers in the United States. By age group: Will you send a message if the person has a “do not disturb” or “busy” status? Age 18-34 Yes. They can always ignore. 26% Sometimes. If it is urgent. 57% No. I can wait until they’re free. 17% Age 35-54 Yes. They can always ignore. 14% Sometimes. If it is urgent. 58% No. I can wait until they’re free. 28% Age 55+ Yes. They can always ignore. 11% Sometimes. If it is urgent. 51% No. I can wait until they’re free. 38%
  15. 15. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved.15 Source: Robert Half Technology survey of more than 1,000 workers in the United States. Which one of the following is your primary motivation to report yourself as “online” using your job’s messaging platform? It allows people to know I’m available. 56% It allows me to quickly access others. 22% It allows me to talk to colleagues in real-time. 17% I did not know I had the option to be “offline.” 4% It allows me to talk to colleagues. 1%
  16. 16. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved. Instant Messaging Etiquette Know your company’s policy. Does your company have protocols for using an instant messaging tool? If so, understanding the policies will help you better connect with your coworkers and avoid any miscommunications. Follow suit. If your organization doesn’t have a direct policy, observe how your colleagues and mangers use IM. Does everyone update their status throughout the day, or only if they’re working outside of the office? Pick up on how they use the communication channel and follow their example. 16
  17. 17. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved. Instant Messaging Etiquette Proceed with caution. Many people don’t appreciate incessant IM’s when their “busy” or “do not disturb” status is on. Your best bet? Only message them if it’s urgent, and wait until they’re free to send a message. Keep it snappy. Instant messaging is usually best for a quick conversations and requests, while strategy and planning is better for meetings. IM can also be great for a quick catch- up with a coworker, but don’t let the messaging platform become distracting. Facetime first. Many workers still prefer in-person meetings to communicate with colleagues. If you work in the same office, keep in mind that your coworker might appreciate some facetime, instead of a ping. 17
  18. 18. © 2017 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans. All rights reserved. Let Robert Half Technology help you advance your career today. Visit our blog for more career resources. 18

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