How an Organization Can Use Modern Technology Without Leaving More Experienced Team Members Behind

Modern technology has the potential to make organizations more efficient. It can streamline communication, help you make better decisions, make training more effective, and enhance collaboration. In fact, many younger employees say that they expect their organizations to use cutting edge technology and the data shows that it impacts their decision to apply for, or accept, employment. If your organization hasn’t adapted to the tools available, you could find yourself lagging behind the competition and struggling to attract and retain talent the talent you want.

However, some organizations (including several of our clients) have found that more experienced team members may be resistant to using new technology. This is in part due to the fact that what they have done throughout their careers “works” and they don’t feel the need to change their current recipe for success. For others, this resistance could be due to unfamiliarity with certain technological tools and a fear they won’t be able to easily adapt. People have a tendency to avoid what they are unfamiliar with. This is our collective human nature. As we become more comfortable and set in our routines, it’s increasingly hard to push ourselves out of our comfort zone and make changes.

For instance, on the latest Mind the Gap panel on CTV News Channel, I discussed the usage of instant messaging (IM) at work and how this trend could leave some generations feeling left out. Instant messaging (Slack, Facebook Messenger, Twitter direct messaging, etc.) as well as text messages are increasingly becoming the way that people communicate in the workplace. People from all generations find it more convenient to use text messaging instead of phone calls in their personal lives and this is crossing over into the professional world.

The challenge is that some employees prefer more traditional forms of communication such as phone calls, emails and meetings. Not only are these types of communication more established and therefore more comfortable (for those who have been doing this for a long time), but some feel uncomfortable or confused by the informal nature of an instant message or text message. Whereas in an email you may write “Hello Jane, could you please let me know the status of the report?” you might ask “hey, where’s that report?” in a text message, and if you’re instant messaging you might say “ETA of report?!” This can be interpreted as offensive, rude, or too casual for someone who does not use text or IM.

There is also the issue of availability. Everyone has a phone number or an email address, but there are some who do not have certain messaging or social networking apps installed to use social media, which makes it more difficult to connect with them in real time. A team member may resent being told that they need to use a certain phone for their work or that they need to install and get used to a new technology on their computer or mobile device, because they don’t want to IM with colleagues. They may only want to have casual, on-going conversations with their family and friends. Employees who want to preserve the formal and structured forms of communication are increasingly being challenged to “relax” their standards and adapt to a more fluid, casual, real-time style of communication.

There is also the matter of potentially being overwhelmed by technology. A team member may be fine with using instant messaging or other technological tools in the workplace, but this same person may not want to get texts or instant messages from colleagues outside of work hours. The greater access to technology and the increase of apps, means others can reach us in multiple ways which can translate into communication exhaustion.

Avoiding Negative Labelling

It’s also important to remember that not every member of a generation will feel the same way. Unfortunately, there are cases where a more experienced employees are comfortable with technology, but they are still unfairly stereotyped as resistant due to their age. Leaders and colleagues may believe that older team members are inexperienced with modern technology and that they cannot use it correctly. This can lead to team members feeling isolated, insulted, or ridiculed. It can also result in experienced team member missing opportunities since leaders may instead assign projects involving technology to younger individuals.

A 2016 survey by Dropbox found that “Older workers are just as likely to use as much technology as their younger peers. Younger workers are also more stressed out, anxious and frustrated by it than their older peers. For example, in the UK over a third (36% of Millennials (18–34) find using technology at work stressful compared to only a quarter of those aged 55+ (25%).”

This is why it’s important that leaders not “judge a book by its cover” and assume that someone will be comfortable or uncomfortable with technology simply because of their age. The intention is to always find ways to support, encourage and engage all team members.

Engaging All Generations

It is important that leaders take the time to ensure that all generations in the workplace are comfortable with technology and that time is spent training everyone on how to correctly use new tools. Younger generations may need learning on the difference between casual communication and formal business communication, while older generations may need the advantages of the technology explained to them to reinforce how a new tool can enhance business results.

Don’t assume that certain individuals will be accepting of technology or that they will resist it. Instead, help everyone transition to the new technology and customize your training to reflect the differences on your team. You may find that asking your team members what sort of training they are comfortable with is a successful path to take. As well, consider creating reverse mentoring opportunities where those who are most comfortable with the technology can help coach and support their colleagues on how to adapt and excel at using new tech tools.