Hello, cakes-ga!
The following references concern the relationship between
face-to-face communication and company performance and productivity. I
have also included some general references regarding the importance of
face-to-face communication in other workplace issues.
Productivity and Face-to-Face Meetings
=======================================
A study by Dynamic Markets highlights the value of face to face
communication in company productivity.
Says Cherry Taylor, research director at Dynamic Markets:
"Instead of presenting and reviewing data, greater productivity is
being achieved by having everyone's eyes on the same page working
towards a common goal in a meeting."
"The report, which involved organisations in France, Germany and the
UK, also revealed that of the companies that enjoyed a good meeting,
the UK's were most productive."
** "French and German managers rated 'being able to see facial
expression' as the key benefit of meeting in person. But more UK
bosses thought it was the chance to 'share visual information' that
was the key benefit of get-togethers."
From "One in the eye for email as face-to-face rates best." JobServe.
(April 2004) http://www.jobserve.com/news/NewsStory.asp?SID=2597
==
The importance of face to face communication in company productivity
has also been addressed in the book, "In Good Company: How Social
Capital Makes Organizations Work," by Don Cohen and Laurence Prusak.
Some excerpts from a review follow:
"The significance of organizational effectiveness and the development
of "social capital," - of unplanned, informal, face-to-face
communications as they occur around the water cooler, at the coffee
station, or in stairwell - is championed in a recent book, as reviewed
earlier this year by Fred Andrews in the New York Times, February 25,
2001, sec. BU.
"The book, In Good Company: How Social Capital Makes Organizations
Work, is primarily directed -- with concern -- to the emerging
popularity of many forms of distant, time-spaced cyberspace
communications.
** The authors do not believe that there is any substitute for
regular, informal, face-to-face, collegial communications. They see
these kinds of traditional, old fashioned, and very commonplace
personal exchanges as being central to the building of "social
capital" within an organization. They are quoted as saying: "Telling
and listening to stories, chatting, sharing a little gossip, are the
main ways that people in organizations come to trust and understand
one another."
From "Face to Face Communication." The Symphony Orchestra Institute.
http://www.soi.org/reading/goodpractice/face.shtml
==
A 1997 research study comparing productivity via face to face
communication versus virtual interaction revealed that face to face
communication was preferable.
Abstract:
"Many organizations are forming "virtual teams" of geographically
distributed knowledge workers to collaborate on a variety of workplace
tasks. But how effective are these virtual teams compared to
traditional face-to-face groups? Do they create similar teamwork and
is information exchanged as effectively? An exploratory study of a
World Wide Web-based asynchronous computer conference system known as
MeetingWeb is presented and discussed. It was found that teams using
this computer-mediated communication system (CMCS) could not
outperform traditional (face-to-face) teams under otherwise comparable
circumstances. Further, relational links among team members were found
to be a significant contributor to the effectiveness of information
exchange. Though virtual and face-to-face teams exhibit similar levels
of communication effectiveness, face-to-face team members report
higher levels of satisfaction. Therefore, the paper presents steps
that can be taken to improve the interaction experience of virtual
teams. Finally, guidelines for creating and managing virtual teams are
suggested, based on the findings of this research and other
authoritative sources."
"Virtual Teams versus Face-to-Face Teams: An Exploratory Study of a
Web-based Conference System," by Merrill E. Warkentin, Lutfus Sayeed
and Ross Hightower. Decision Sciences Journal. Volume 28, Number 4
(Fall 1997) http://www.decisionsciences.org/dsj/Vol28_4/28_4_975.htm
==
An article in the Economist highlights the advantages of physical
proximity versus wired communications in the business world.
"The inevitable conclusion: seeing other people in the flesh is a
different, and sometimes better, way to make sure that news and views
flow freely than anything that electronics can offer."
"One of the mysteries of the wired (and wireless) world is that
proximity still counts. In spite of September 11th, and the
predictions that everyone would travel less and have fewer meetings,
people still want to gather to do deals, to drum up new ideas and to
court customers. Indeed, in some ways, physical presence counts even
more than it used to. Tony Venables, an economist at the London School
of Economics, believes that businesses that thrive on face-to-face
communications - or what some call F2F - now account for a growing
share of economic activity."
"If you are doing a multi-million-pound deal, you need to eyeball
them," says Dame Judith Mayhew, chairman of the policy committee of
the Corporation of London. "You don't do that down the line."
"Even a company such as Oracle, which tries to do as much as possible
electronically, finds that it needs regular face-to-face contact. Jim
Flynn, its head of corporate communications, brings his regional staff
together once a quarter. "It's the only way to work through
complicated co-ordination issues," he says."
* "For companies whose lifeblood is creativity, personal contact
matters even more."
Read "Press the flesh, not the keyboard." The Economist. (Aug 22, 2002)
http://www.economist.com/business/displayStory.cfm?story_id=1291480
Face-to- Face Makes for Satisfied Employees
===========================================
Some studies show that employees prefer face to face communication
within the workplace. Communication is enhanced when they can talk
directly with their supervisor as opposed to reading newsletters.
"Communication should work. It should change behaviour. It should
target supervisors as privileged receivers of information and rely on
face-to-face communication about performance within the local area."
"Even managers prefer face-to-face communication. Studies show 75% of
managers' communication time is face-to-face and only 9% of the
communication time is devoted to reading. When communication involves
ambiguous problems, managers' first preference is face-to-face, then
telephone and written is last."
"If this is the case with managers, why would front line employees
want to read? Surveys show that employees rank Company newspapers
about 10th out of 14 preferred sources. Over 80% said they had nothing
to do with their day to day work."
** "Surveys of companies like Hewlett Packard with the best
information tools show that employees still prefer face-to-face
communication."
"Many consultants recommend making videos or newsletters, etc.
However, these don't reach the front line employees - they mainly
affect the managers and team leaders."
"Communication is an interaction - the goal is not to make things but
to cause successful interactions. We need to equip supervisors to be
able to answer employees' questions and pressure senior management
into seeking the advice of supervisors before moving forward with the
changes."
"If an organisation decides not to equip its supervisors for
face-to-face communication the vacuum will be filled with rumours. Up
to 40% of employees in US, UK and Canada receive information in this
way."
"Improving Organisational Communication," by Gerald Frape. Social Change Media.
http://media.socialchange.net.au/planning_comms/org_comms.html
==
"Employees are generally quick to point out that effective
communication requires a lot more than an impromptu meeting or a
blizzard of memos or e-mails. It takes constant effort and attention
to face-to-face, two-way communication. Even in today?s high-tech
business atmosphere, face-to-face chats still beat e-mail and voice
mail hands down."
** "Particularly when it comes to learning about important changes at
work, nine out of 10 employees say group or individual face-to-face
meetings are the preferred method of communication."
"Only 5 percent of employees think e-mailing the news is OK, and 1
percent prefer to learn about changes through voice mail."
"Ten Ways to Improve Employee Communication," by Gail Auerbach.
Employment Management Today. Winter, 2004
http://www.shrm.org/ema/emt/articles/2004/winter04auerbach.asp
Face-to-Face Communication Affirms Company Relationships
=========================================================
"Today's technology tools make working as a virtual team almost the
same as being in the same office. Every so often, however, managers
should meet in person with staff members to reaffirm relationships.
* Face-to-face meetings let employees know that they're important to
the business. That can further cement solid, productive working
relationships."
From " How to make remote managers successful." Microsoft
http://www.bcentral.com/articles/workshop/178.asp
Electronic Communication does not replace benefits of Face-to-Face meetings
=============================================================================
"There are many occasions when face to face contact is better and more
persuasive. For example, when it comes to creating ideas, you need to
understand human behaviour - some people need their thoughts coaxing
out of them while some have a talent to build on others' ideas. If you
take human interaction away you can reduce people's effectiveness and
enjoyment - after all it's for the interaction with other people that
most of us come to work."
From "Warning to UK bosses - electronic revolution could hit employee
creativity, enjoyment and productivity." Press Release. Investors in
People. (October 6, 1998)
http://www.iipuk.co.uk/NR/exeres/243A66D9-9A4C-4DCB-95ED-4EC2C4CBAC99.htm
==
Companies which utilize global "virtual teams" still find face to face
communication necessary.
"Neale emphasizes that successful managers of virtual teams build
trust with face-to-face contact. "There's no substitute," agrees HP's
Monroe. "Driving travel costs to zero is a false economy." CES
regional teams meet face-to-face in locations every year or two for
three to five days, he says. Alexander and his Tel Aviv-based boss
meet face-to-face at least once a quarter, teleconference weekly, and
speak on the phone and email each other frequently. "You can't
over-communicate," he says."
Read "Teams That Span Time Zones Face New Work Rules," by Bill Snyder.
Stanford Graduate School of Business. May 2003
http://www.gsb.stanford.edu/news/bmag/sbsm0305/feature_virtual_teams.shtml
Face-to-face "gossip" can elicit vital information
===================================================
"Personal interaction - The best, or the worst, part of office life.
Gossip and chat can be fun, helpful and inspiring. Face-to-face
contact allows you to communicate in ways simply not possible
electronically. Seemingly meaningless gossip can turn out to be vital
pieces of communication."
From "Home v office: Battle for Britain's workers." BBC News. (Feb 8, 2000)
http://news.bbc.co.uk/1/hi/uk/635249.stm
Face-to-face Communication Necessary for Effective Conflict Resolution
=======================================================================
"Arriving at a positive resolution of conflict is always the ultimate
goal. In resolving conflict, it is important to make sure you do the
following:
* Address the issues face-to-face (notes, email correspondence, memos
are not a productive way to resolve differences).
From "Resolving Workplace Conflict." University of Colorado at Boulder
http://www.colorado.edu/studentaffairs/fsap/conflict.html
Lack of Face-to-Face Communication noticed by Homeworkers
=========================================================
"Attitudes towards homeworking are at best ambiguous, according to a
Management Today survey published in June. The vast majority are still
keen to maintain a clear separation between home and work.
* "The social interaction and face-to-face networking of the office
are still highly valued - and the dominant culture at work has not
absorbed the idea that you do not need to be present in the workplace
five days a week, eight hours a day."
"Communication is vital with any job and this can improve with
homeworking. A visit to the office becomes a real highlight and
face-to-face meetings become more significant."
From "Flexible working productivity and empowerment," by David Byrne.
Update (Feb 2004) http://www.cilip.org.uk/update/issues/feb04/article5feb.html
==
An AT&T survey of teleworkers found that 27% abandoned their
home-based job due to a lack of face-to-face communication.
See chart at "2001/2002 Employee Survey Results - Telework, Business
Benefit and the Decentralized Enterprise," by Joseph Roitz, Telework
Director, AT&T.
http://www.att.com/telework/article_library/survey_results_2002.html
Enabling Face-to-Face Communication through Interactive Technology
===================================================================
Because face to face communication is deemed important to company
productivity, many companies are utilizing video conferencing or other
desktop methods.
The Cisco VT Advantage:
"Enabling interactive face-to-face communications at the desktop
across an enterprise enhances productivity and the quality of
communications, streamlines business decision-making, and improves
teamwork. By reducing the need for in-person meetings, Cisco VT
Advantage enables companies to save money on travel expenses and time
associated with going to meetings."
http://www.cisco.com/en/US/products/sw/voicesw/ps5662/products_data_sheet09186a00801f910b.html
=
"Business videoconferencing systems are nothing new, and have served
an important role in businesses for decades. But it is only in the
last 10 years, with the rise of ISDN, and more recently broadband,
that the technology has become workable."
** While not a replacement for face-to-face meetings,
videoconferencing can reduce their cost and frequency.
"It is with this in mind that several service companies are springing
up offering ad hoc videoconferencing facilities for hire. Face 2 Face
is one of the companies looking to address the demand for casual
business videoconferencing access, particularly for smaller companies
that would often struggle to afford or justify the investment in
broadcast-quality equipment of their own."
"Noel Edmonds, chairman and co-founder of Face 2 Face, maintains that
demand for this type of service has risen considerably in the past two
years. "With the recent increased problems on the railways, planes and
roads, not to mention the introduction of congestion charges and the
concerns over terrorism and safety, more people continue to travel
unnecessarily and at great cost," he said."
** "While every company needs face-to-face interaction with its
clients, it's not necessary all of the time. Costs and time can be
saved by using technology such as video meetings to replace many of
the less critical meetings that businesses carry out."
From "Putting together the communications jigsaw," by Chris Green. IT
Week. (June 2003) http://www.itweek.co.uk/Features/1141734
==
Electronic communication requires substantially more cognitive effort
than face to face communication. For this reason, many companies are
trying to install technologies that make communication seem personal
and "real."
"Cell phones and e-mail may have become common forms of communication
in the 21st century, but centuries of evolution have made face-to-face
communication man?s preferred method, says Dr. Ned Kock, director of
the E-Collaboration Research Center in Temple University?s Fox School
of Business and Management."
"Kock argues that a lot of today?s electronic communications takes us
too far away from face-to-face communication, and requires increased
cognitive effort on our part. "For example, a telephone allows us to
use tone of voice," says Kock. "It?s synchronous, so we have immediate
feedback on what we say."
".. Kock points out, since the telephone doesn?t allow one person to
see the other, a bit more cognitive effort is required when
communicating over the telephone, as opposed to face-to-face. "Now, if
we go to e-mail, there?s considerably more cognitive effort required
than over the telephone," he says."
"Kock did a study in which he compared twenty groups performing
complex tasks--ten groups interacting by face-to-face, and the other
ten via e-mail. The study indicates that the amount of time cognitive
effort (measured as "time") required to convey a certain number of
ideas via email is between 5 and 15 times than required to convey the
same ideas in a face-to-face conversation."
"Where is this leading us? Kock believes to the point that we are
trying to make electronic communications as close to face-to-face as
we can."
"He points out that some successful online companies like
LivePerson.com are developing technologies that give a company?s
online customers the impression that they?re dealing with a live
person over the Web."
"What is the reason for that?" questions Kock. "The reason is because
we tend to spend less cognitive effort in communications activities
when we have face-to-face like interactions. Even if those
face-to-face-like interactions are virtual."
Read "Lets Face It, Man Is Not Made To Communicate Electronically."
Temple University (July 2001)
http://www.sciencedaily.com/releases/2001/07/010730081336.htm
Additional Reading
==================
For some insight on how to effectively manage communication when
face-to-face is impossible, read: "The Communication Crisis," by
Bronwyn Poole and Rasháanda Cook. Perspectives. VOLUME X ISSUE 2 (June
2002) http://www.imakenews.com/sibson/e_article000078311.cfm
"Email takes brainpower," by Kimberly Patch. Technology Research News.
(October 17, 2001)http://www.trnmag.com/Stories/2001/101701/Email_takes_brainpower_101701.html
"The Place of Face to Face Communication in Distributed Work," by
Bonnie A. Nardi, Agilent Technologies and Steve Whittaker, AT&T Labs.
http://dagda.shef.ac.uk/is/people/stafpage/whittake/FTF.pdf
==
I hope these references are helpful. Please don't hesitate to ask for
additional clarification if anything is unclear. I will be happy to
help if I can.
umiat
Google Search Strategy
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