Communications app overload challenges UK workers
RingCentral, a leading provider of AI-powered global enterprise cloud communications, video meetings, collaboration, and contact centre solutions, today released its new Communications @ Work Index exposing the destructive impacts and cost of current workplace communication and collaboration practices on workplace productivity in the UK.
Key highlights include:
- Most employees use six or more communications apps in a typical work week (52%), which has more than doubled; when 20% were using six or more apps pre-pandemic.
- Over a fifth (22%) are spending over two hours checking notifications, meaning they could be spending up to 63 days per year (or 500 working hours per year) toggling between apps, fuelled by communications chaos.
- Workers rank notifications at work among the most disruptive to workflow, impairing focus and ability to do deep work (52%) as well as stifling creativity (50%).
- 85% of workers who would prefer one unified communications and collaboration platform said it would increase their productivity.
“Communications Chaos” rife in British Businesses
Today’s employees are expected to use more workplace applications and manage a greater volume of workplace communications than ever before. Most employees use six or more apps in a typical work week (52%). This has more than doubled since pre-pandemic research from RingCentral, which found just 20% of workers used six or more work apps. However, the number of apps used diminishes with age, to the point where two-thirds (65%) of those 55-65 use 5 or fewer apps a week.
With this sharp rise, almost half (45%) of workers are spending more than an hour a day checking alerts. Meanwhile, over a fifth (22%) are spending over two hours, meaning they spend up to 500 working hours per year, equal to over 63 working days toggling between apps.
The data also showed that many employees feel the pressure to respond to workplace notifications immediately (14%) or within the hour (33%). This perceived pressure is felt most acutely in younger workers, with one in six millennial or Gen Z workers feeling they need to respond immediately, compared to only one in 10 of workers aged 55-65.
Workers feel the productivity pinch
Thanks to the proliferation of workplace applications, and corresponding notifications and pressure to respond, the research shows productivity is taking a hit across businesses. More than half (57%) of workers say too many apps makes it harder to be productive, and 52% report their focus on work is impaired and it is harder to do ‘deep work. A third (33%) of employees go on to say the most disruptive event to employee workflow is constant notifications.
Further, half (50%) of employees find too many apps limits their headspace and stifles their creativity, and over two fifths (45%) report they lose track of tasks and say they’re more prone to making mistakes. A substantial increase from RingCentral’s pre-pandemic research which found only 31% lost their train of thought.
From Chaos to Calm
RingCentral’s latest research found over two thirds (68%) of workers would prefer one single, unified communication and collaboration platform, while 34% would strongly prefer one. Of those that would prefer a single platform, 85% said it would increase their productivity, an increase from 65% in the pre-pandemic findings. Further, almost a third (31%) said it would save them more than one hour a day.
The data also uncovered the role workers believe AI can play as a long-term solution for reducing communications chaos. Two fifths of workers (39%) are currently using AI at work, with more than half (53%) agreeing that AI can save time by identifying relevant and important information across communication apps at work. On top of this, half believe AI-powered personal assistants could reduce daily chaos.
While the pandemic gave way for businesses to implement a variety of solutions to heighten collaboration and empower the workforce to build highly productive teams, businesses now need to review what solutions they are using and if that can be streamlined to create more intelligent and connected experiences.
Steve Rafferty, VP International at RingCentral, comments: “In the age of hybrid working, communication and collaboration tools are often intended to streamline workflows. However, the volume of different apps is creating a sense of communication chaos that is resulting in a productivity pinch. This comes at a time when businesses and economies need workforces operating effectively. Our research highlights that communications overload is a major challenge that businesses must address. This new data clearly shows workers’ preference for a more unified way of communicating underpinned by AI to save time, boost productivity, and improve employee experience and satisfaction.”