STUDY 4: BUSINESS TECHNOLOGY USE
(1997 replication and update)
Overview
In Spring 1997 the Business Technology Survey, originally administered
to 542 business people in Fall 1995, was readministered to a new sample of business people. The 1997 sample
included 178 subjects, clerical workers (46%), managers (51%) and executives (4%). The questionnaire included measures
assessing: (1) use of technology in the workplace, (2) computer training, (3) online utilization, (4) use of technology
after standard work hours, (5) psychological reactions to technology, and (6) demographics.
Sample Demographics
The 1997 sample was remarkably similar to that collected just 18 months prior. The following table summarizes
the samples from the two studies. In most cases, the two studies showed similar demographic composition. The major
notable difference was that the 1997 study included fewer Asian business people and more Hispanic/Spanish Descent
people.
DEMOGRAPHIC COMPARISONS BETWEEN Fall 1995 and Spring 1997 Studies
|
DEMOGRAPHIC VARIABLE
|
Fall 1995 (n=542)
|
Spring 1997 (n=178)
|
| |
| Gender |
Male (%)
|
46%
|
45%
|
Female (%)
|
54%
|
55%
|
| Age |
18-25
|
22%
|
24%
|
26-35
|
32%
|
31%
|
36-50
|
36%
|
38%
|
51-64
|
9%
|
6%
|
65+
|
1%
|
1%
|
| Education |
Non-High School Graduate
|
0%
|
3%
|
High School Graduate
|
12%
|
12%
|
Technical School Graduate
|
4%
|
2%
|
Some College
|
45%
|
49%
|
College Degree
|
30%
|
21%
|
Post-Graduate Degree
|
| Family Structure |
Not Married - No Children
|
38%
|
45%
|
Not Married - Children
|
13%
|
11%
|
Married - No Children
|
16%
|
15%
|
Married - Children
|
| Ethnic Background |
|
|
Asian
|
13%
|
5%
|
Black/African-American
|
26%
|
24%
|
Hispanic/Spanish Descent
|
18%
|
25%
|
White/Caucasian
|
39%
|
39%
|
Other
|
4%
|
7%
|
Use of Technology in the Workplace
The following figure shows the use of technology in the workplace for the two studies. It is clear that technology
use increased somewhat over the 18 months, but the most dramatic computer use (10%), online service use (8%) and
Internet use (13%). When these differences were examined as a function of job position, some interesting results
were evident. These are shown in the table below.
This table shows the changes in technology use partitioned by Clerical Workers and Managerial/Executives. Substantial
changes (over 10%) are highlighted for each group in addition to any decreases in usage. As is evident, the clerical
workers showed no increases more than 10% and actually used e-mail less in 1997 than in 1995. In contrast, Managers
and Executives increased their usage of voice mail, e-mail , online services and the Internet over the 18 months.
|
Technology Type
|
Clerical Workers
|
Managerial
Executives
|
|
1995
|
1997
|
1995
|
1997
|
Voice Mail
|
44%
|
43%
|
52%
|
67%
|
Fax
|
57%
|
58%
|
64%
|
71%
|
Pager
|
37%
|
44%
|
40%
|
41%
|
Cell Phone
|
17%
|
25%
|
35%
|
43%
|
Computer
|
70%
|
75%
|
72%
|
88%
|
E-Mail
|
32%
|
28%
|
43%
|
50%
|
Online Svc
|
15%
|
22%
|
27%
|
38%
|
Internet
|
13%
|
20%
|
21%
|
42%
|
Use of Technology After Work Hours
The following three charts show changes in the use of technology after standard work hours, first for all business
people combined and then separated for clerical workers and managers/executives. Several conclusions can be drawn
from the latter two figures. First, clerical workers were using their computer after work hours more and managers/executives
were using it less. The same was true for the fax machine. The opposite was true for voice mail with managers/executives
increasing their after work use of voice mail 9% while clerical workers decreased their use 2%. In all other categories
both groups increased their use of technology after work hours although the most dramatic increases were for cell
phone by managers/executives (up 10%) and Internet use by both (up 8% and 9%).
ALL BUSINESS SUBJECTS USE OF TECHNOLOGY AFTER STANDARD WORK HOURS
CLERICAL WORKERS USE OF TECHNOLOGY AT HOME AFTER WORK HOURS
MANAGERS/EXECUTIVES USE OF TECHNOLOGY AT HOME AFTER WORK HOURS
Computer Training
In both studies business people were asked to rate the training they received in using computers in their workplace.
The following table shows those ratings. As can be seen, more clerical workers felt that the training was only
"fair" while Managers and Executives split between seeing their training as "very good" or
"fair". It is important to note that 21% of the Clerical Workers and 27% of the Managers and Executives
felt that their training was either "not so good", "terrible" or they received no computer
training.
|
Computer Training
|
Clerical Workers
|
Managerial
Executives
|
|
1995
|
1997
|
1995
|
1997
|
Excellent
|
9%
|
14%
|
15%
|
12%
|
Very Good
|
26%
|
17%
|
22%
|
28%
|
Fair
|
36%
|
47%
|
36%
|
34%
|
Not So Good
|
9%
|
7%
|
7%
|
9%
|
Terrible
|
4%
|
1%
|
3%
|
4%
|
No Training Provided
|
15%
|
13%
|
17%
|
14%
|
Attitudes Toward Technology
In the 1995 study, the Clerical Workers were fairly evenly split between Eager Adopters (32%), Hesitant "Prove
Its" (39%) and Resisters (29%). As seen in the left side of the figure below, the percentage of Eager Adopters
and Hesitant "Prove Its" decreased while the Resisters increased. An interesting trend was seen with
the Managers and Executives. The percentage of Eager Adopters dropped from 42% in 1995 to 40% in 1997 and the Resisters
also dropped from 21% to 14%. However, the Hesitant "Prove Its" increased from 37% to 46%. So, Clerical
Workers became more resistant while Managers and Executives became more hesitant toward technology. These results
are corroborated by an increase in self-reported moderate to high technophobia for Clerical Workers from 32% in
1995 to 39% in 1997. All changes from 1995 to 1997 are summarized in the table below the 1997 chart with red highlighting
the major finding.
ATTITUDES TOWARD TECHNOLOGY - 1997 STUDY
|
COMPARISON OF 1995 and 1997 ATTITUDES TOWARD TECHNOLOGY
|
|
Clerical Workers
|
1995
|
1997
|
Change
|
| Eager Adopter |
32%
|
28%
|
Decreased
|
| Hesitant "Prove It" |
39%
|
37%
|
Decreased
|
| Resister |
29%
|
35%
|
Increased
|
| |
|
Managers/Executives
|
1995
|
1997
|
Change
|
| Eager Adopter |
42%
|
40%
|
Decreased
|
| Hesitant "Prove It" |
37%
|
46%
|
Increased
|
| Resister |
21%
|
14%
|
Decreased
|
Additional Results
When asked about their understanding of Online Services, the Internet and the Information Superhighway, the
following results were found:
|
Understanding of Terms
|
Clerical Workers
|
Manager Executive
|
|
1995
|
1997
|
1995
|
1997
|
| Online Services |
Mostly Understand
|
52%
|
50%
|
67%
|
73%
|
Not Really Understand
|
48%
|
50%
|
33%
|
37%
|
| The Internet |
Mostly Understand
|
43%
|
49%
|
62%
|
73%
|
Not Really Understand
|
57%
|
51%
|
38%
|
27%
|
| Information Superhighway |
Mostly Understand
|
34%
|
32%
|
55%
|
64%
|
Not Really Understand
|
66%
|
68%
|
45%
|
36%
|
From the data in the table above it is clear that Clerical Workers have not really increased their understanding
of any of the terms and still show that less than half feel they have a good understanding of any of the online
world. Managers and Executives appear to have increased their understanding of all three terms with up to two-thirds
or more now claiming to understand the online world.
SUMMARY
Over an 18 month period, from late 1995 to early 1997, it appears that much has changed in business peoples'
use and attitudes toward technology. Managers and Executives appear to be more hesitant toward technology, while
using all technologies more in the office (with much more use of voice mail, their computer, online services and
the Internet) and many out of the office (increased use of the online world, cellular phones and voice mail). Clerical
Workers appear to be more resistant to technology while increasing their usage of some technologies just slightly
over the 18 months and actually using e-mail less now than before. Clerical Workers also increased their use of
their computer, e-mail, fax machines and the Internet after work hours.
These results confirm what we have experienced in talking with businesses and doing radio, television and print
promotion of our new book TechnoStress: Coping With Technology @Work @Home
@Play. Everybody, from housewives to teenagers to clerical workers to Fortune 500 executives is feeling increasingly
stressed by the rapid changes in technology. These business people were echoing those feelings. In spite of increasing
usage and understanding (at least for the Managers and Executives), both groups are telling us that they are feeling
quite TechnoStressed.
Return to Current Research Summaries
Move on to Dr. Rosen's or Dr.
Weil's web sites
Check out our new book TechnoStress: Coping With Technology @Work @Home
@Play