How to avoid ICT-related stress - Prevent

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Hints and advice Information flow via ICT With the help of information and communication technology we have fast access to a wide range of information. Sometimes so fast and so wide that we don’t have time to absorb it. Yet subconsciously we often adjust our expectations of our own capacity to match the possibilities offered up by this technology. Failure to meet these expectations can lead to stress.

One way to avoid this stress surcharge is to become conscious of the load that can fall

upon us as individuals and find methods of dealing with it. At the same time the

company should develop guidelines and routines for using this technology and making

the information flow manageable.

Questions to consider and discuss at the organizational level

Use the questions below as a basis for discussing how your organization handles the

information flow and which strategies you would like to put into effect to make

information easier to deal with.

Choose those questions most relevant for you:

What do we consider to be a user friendly ICT tool?

Do we need different technical solutions to meet the needs of the organization and

users?

Do we need to develop guidelines for how information is transmitted via our ICT

tools?

Do we need to clarify expectations on keeping informed/updated at work?

How can we become better at finding adequate information via our ICT tools?

How can we insure that information we obtain via our ICT tools does not cause us

to commit errors?

Questions to consider and discuss at the individual level

If you feel that the information flow is causing you problems, you should discuss the

matter with your boss. Explain how you feel and how you would like the situation to

be. Together you can reach an understanding of what needs and expectations exist at

work and try to find solutions for dealing with the information flow.

Consider how you can improve your use of ICT. You might want to:

think about how you search for information. Do you need all of it?

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ask others for advice about search functions and search paths that make it easier

to find the information you want,

have reasonable ambitions regarding the extent and quality of the information you

seek. Limit your search at an early stage and make clear for others why you are

doing so,

temporarily close off information channels if they bring with them an increased risk

for mistakes, for example while driving motor vehicles. Discuss this with your boss

or your safety representative,

use calm periods to sort and clean out your digital inboxes as well as folders and

documents,

cancel e-mail subscriptions to newsletters or remove RSS feeds which you no

longer need to keep up with.

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Communication flow via ICT People adjust their expectations and demands to match the ever increasing speed of

information technology, not least when it comes to making themselves available by

answering incoming calls and e-mail quickly.

Perhaps it isn’t the volume of communication which is the problem but rather the

external and inner demands for speedy responses that create a strain. Our curiosity

makes us want to read these messages and respond quickly. If the quantity of

communication is high and beyond our capacity to deal with, it becomes a burden

which can give rise to stress.


Use the questions below as a basis for discussing how your organization deals with the

communication flow and which strategies you would like to put into effect to make

this flow easier to handle.


Do we need to draw up guidelines for communication at our workplace, for

example how quickly an e-mail message should be answered, during which hours

employees should be available for phone calls, when fast feedback is important

and when it can wait? Perhaps our own and others’ expectations on us for a fast

response are too high?

Do we need better technical solutions to facilitate and improve communication?

Do users have the skills they need to deal with communication tools in a

satisfactory manner?

Do we need a common policy for the use of social media like Facebook and

Twitter?

Do we need to improve our methods for communicating with each other via ICT

tools at the workplace?

How can we be sure that communication via ICT tools does not cause us to commit

errors, for example while driving?


If you feel that the communication flow is causing you problems, you should discuss

the matter with your boss. Explain how you feel and how you would like the situation

to be. Together you can reach an understanding of what needs and expectations exist

at work and try to find solutions for dealing with the flow of communications.

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Consider how you can reduce your cognitive load. You might want to:

disable the “pling” function/message “pop-up” function for incoming messages,

make clear for the recipient what is important in your message as well as when you

expect a response,

not use the “high importance” marker unnecessarily,

solicit advice from colleagues and ask how they deal with communication via ICT,

temporarily shut down communication channels during high risk periods, for

example while driving. Discuss that with your boss or your safety representative.

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ICT and usability

ICT tools are used to ease our workloads, improve our results and streamline our processes. That’s why it’s important that users know how to handle these tools and that they are well adapted to current activities and tasks. With user friendly ICT tools, we can avoid unnecessary burdens and stress.

It is important for users to be involved in sourcing new systems or changing existing

systems. If users are involved at an early stage, it is easier to guide ICT tool

development towards a solution that suits users’ needs, skill levels and working

conditions. The tools themselves will then work better and more efficiently.

Find a cooperative process that suits your organization. If the workplace has a safety

committee or similar group, it can be used as a forum for discussion. At smaller

workplaces which have no safety committee, the boss, safety representative, users

and purchaser can discuss these questions.

In some cases work routines may need to be adapted to existing or future ICT tools.


Use the questions below as a basis for discussing how user friendly your ICT tools are

and what you can do to improve usability to meet users’ requirements and conditions

at your organization.


Is our safety committee or other joint action group involved in new ICT investment

decisions?

Is there a forum that allows us to share experiences and discuss demands we

would like to make?

Are the users involved in the sourcing process for new ICT tools?

When we purchase new ICT tools, do we take into account the workplace

environment including stress and health?

Do we fulfill our legal requirements regarding the use of monitors in the

workplace?

Do we need the assistance of the occupational health services or others with

similar skills and knowledge when investing in ICT?

Do we need to institute special purchasing and procurement routines that assure

ICT tools’ usability?

Can we find good references when purchasing new ICT tools?

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Do our ICT tools support natural thought patterns as well as users’ needs and levels

of ability?

Do we have users with special needs who require individual adaptation?

Do we need skills development in ICT?

Do we need to start planning our training program during the purchasing process?

Do we need to change our work routines so that they mesh better with our ICT

tools?

What should we do about ICT tools with software that is seldom used?


If you find it difficult to deal with your ICT tools and this is causing you problems, you

should discuss the matter with your boss. Explain how you feel and how you would like

the situation to be. Together you can reach an understanding of what needs and

expectations exist at work and try to find satisfactory solutions.

Consider how you can become better at dealing with your ICT tools. You might want

to:

budget time to learn and practice on your ICT tools. Do your own “important to

remember manual”, basing it, if possible, on an existing manual,

ask your colleagues and ICT technicians how they use ICT tools and which functions

they think are good,

decide whether you need skills training or new working methods,

talk to your boss, safety representative and ICT technician about your needs in

adapting to ICT.

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Interruptions at work Organizations depend on their computers and networks functioning without technical interruptions. Technical problems that cause interruptions at work are also a well known stress factor for users.

Users can also be interrupted when technology demands their attention via e-mail,

messaging systems, mobile phones, etc – interruptions that can lead to increased

frustration and stress. The same holds true for a multitasking work situation where

employees have several tasks underway simultaneously, for example answering the

phone, reading e-mail, searching for information and answering questions. Jumping

back and forth between tasks affects our efficiency, concentration and creativity and

increases our mental burden.


Use the questions below as a basis for discussing how your organization handles work

interruptions and which strategies you would like to put into effect to make your work

situation more manageable.


What is there about our operations that causes us to be interrupted in our work?

How can we create a workplace where we have fewer interruptions?

Can we insure that we have sufficient technical support available to our

organization?

Is it possible to find solutions that allow us to complete our tasks even if our ICT

tools give us trouble or break down?

Do we need other technical solutions?

Do staff members need training?


If you feel that you are often interrupted in your work because of ICT and that this is a

problem for you, you should discuss the matter with your boss. Explain how you feel

and how you would like the situation to be. Together you can clarify the needs and

expectations at work and try to find satisfactory solutions.

Consider how you can reduce the frequency of interruptions at work. You might want

to:

plan and structure your work to reduce the risk of a split work situation and work

interruptions,

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make a “to do” priority list where you can note the status of tasks that have been

interrupted by ICT problems,

turn off the “pling” or “pop-up” function for incoming messages, if demands on the

organization allow, so that you are not tempted to read them at once,

turn off those ICT tools you don’t need for the task at hand to reduce the risk of

unwanted interruptions,

report technical problems to the responsible ICT technician or contact person

immediately. There are often tasks that need to be carried out which do not

depend on ICT. Use the “down time” for those jobs.

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Learning new ICT skills

Users need adequate training to learn to deal with ICT at work. We all have our own ways of becoming accustomed to and learning to use our ICT tools. For some the process is quick while others find it difficult to keep up with developments.

A typical problem is a program with more functions than an individual needs to

complete work tasks. The result can be split attention and learning difficulties. To

make learning easier, ICT tool design should take into account users’ ability to take in,

understand and manipulate information.


Use the questions below as a basis for discussing how your organization handles

learning new ICT skills and which strategies you would like to put into effect to make

the situation more manageable.


How can we adapt our ICT tools to users’ skill levels and experience?

How can we give users the opportunity to learn to use ICT tools at their own pace,

taking into account differing qualifications and abilities?

Do we need to take stock of users’ ICT skills to find out who needs extra

training/support and in which areas?

How can we see to it that users receive enough training, information and support

to allow them to use their ICT tools?

Do we need to develop special routines for ongoing ICT training?

Do we need better technical solutions to make learning easier?

Do we need to develop routines to introduce new users and train them in the

software and ICT hardware that is used in the workplace?

Do we need to develop our ICT support?


If you believe that you need to improve your ICT skills you should discuss the matter

with your boss. Explain your needs and how you would like this situation to be. It

might be that you need more training or guidance or that the ICT tools at the

workplace need to be adapted to your needs.

Consider how you can improve your ICT skills. You might want to:

ask colleagues and ICT technicians for suggestions for ICT training,

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check whether there are self-study courses or interactive software programs that

allow you to learn at your own pace,

set aside time for study- book regular occasions in your calendar for self-study,

ask for skills development now rather than later. The longer you wait, the more

difficult you may find it to ask for support and help,

make your own “remember this-reference manual”- use existing manuals for

support.

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Routine ICT tasks Certain tasks that make use of ICT tools are repetitive, strictly governed and make strong demands on attention and mental awareness. Employees carrying out such tasks may be “tied” to their ICT equipment for much of the workday. Monotonous and repetitious tasks which require the use of ICT often place a high cognitive burden on users, above all on short-term memory.

Questions to consider and discuss on the organizational level

Use the questions below as a basis for discussing how your organization handles

repetitive ICT tasks and which strategies you would like to put into effect to reduce

cognitive demands.


How can we promote diversity and variation in our work?

Do we need to institute job rotation to reduce the extent to which we are tied to

our ICT tools?

Can we vary or change the order in which we carry out our work tasks?

Can we vary our work pace?

How can we create good ergonomic conditions?

Do our ICT tools need to be developed or changed to allow users an increased

range of motion?

Do we need fitness activities or preventive health care?

Questions to consider on the individual level

If you think routine tasks are affecting you negatively, you should discuss the matter

with your boss. Explain how you feel and how you would like the situation to be.

Together you can clarify the needs and expectations at work and try to find

satisfactory solutions.

Consider how you can improve your handling of routine tasks from a health

standpoint. You might want to:

have good lighting and lines of sight and work ergonomically correctly at the

monitor to avoid placing unnecessary strain on your body,

stretch and move between work tasks,

alternate between sitting and standing work positions where possible,

use the lunch break to eat well and take a walk.

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Borderless work Job related ICT use has made work away from the workplace and during non-working hours more common. At the same time, responsibility for carrying out work tasks has fallen to a much greater extent on the shoulders of individual employees. In many cases it is difficult to judge when such work tasks have been carried out satisfactorily and can be considered completed.

For these reasons, overwork is clearly a risk. The availability of 24 hour contact with

workplace ICT gives us a freedom of action that we appreciate in many cases. In

addition, increasing employees’ power to influence and control their own work often

has a positive effect on employees’ health. On the other hand, this same ability to

alternate work with private activities blurs the distinction between job and free time.

Suddenly the traditional clear and relatively long periods of rest and recuperation from

work disappear. Researchers stress that this lack of borders increases the risk of the

emergence of stress.

Questions to consider and discuss on an organizational level

Use the questions below as a basis for discussing how your organization deals with

borderless work and what strategies you would like to put into effect to avoid the

emergence of stress as a result.

Choose the questions that are most relevant for you:

Do we need access guidelines and routines for work outside the workplace?

How can we combine freedom of action and the freedom to work outside the

workplace with a good work environment and good health?

Do we need better technical solutions for the borderless workplace?

How can we be sure that users have a reasonable work load?

Do we need to clarify demands and expectation on deliveries?

Do we have good social support at the workplace and does everyone have access

to this support?

Do we need training?


If you think the borderless workplace is affecting you negatively, you should discuss

the matter with your boss. Explain how you feel and how you would like the situation

to be. Together you can clarify the needs and expectations at work and try to find

satisfactory solutions.

Consider how you can improve your work routines. You might want to:

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make clear for yourself and others when you are available and when you aren’t,

limit the time you work remotely because social contact with colleagues can be

good for your creativity and well being,

plan your work day by making a list of what you want to accomplish: work tasks,

breaks, private errands. Estimate the time required for these activities. Compare

later with the time each actually took,

set limits by deciding how your work day will look and keeping to your plan,

plan contacts with your boss and colleagues,

plan regular meetings to monitor progress, whether by telephone or face to face,

take lunch and coffee breaks even when working remotely,

keep private and work e-mail separate.

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Right to privacy ICT makes registration and monitoring of electronic traces possible. Such traces include the e-mails we send, websites we visit, how we use our mobile phones, pass card entry information, GPS use, our images on surveillance cameras or information on how, in general, we use our computers. Such records should not be kept or examined without the express knowledge and in some cases approval of the users.

Questions to consider and discuss at the organizational level Use the questions below as a basis for discussing how your organization deals with registration and monitoring via ICT and how you can work to maintain and strengthen users’ right to privacy.

Choose those questions that are most relevant for you:

Do we comply with those laws that regulate the right to privacy in the workplace?

Do we need an internal policy or rules for how ICT tools may be used at work?

When we monitor ICT use, have we expressed, in advance, a clear, well thought

out purpose?

Do we work together to design policies that deal with protecting the right to

privacy? For example when and how monitoring and surveillance activities may be

carried out, how long such information may be stored and who may have access to

it.

Do we inform users of which data is compiled via ICT and the purpose behind such

data gathering?

In cases where monitoring occurs for reasons other than those originally specified,

do we inform users and get their approval?

Do we have good routines for logged data (e.g. pass card use, telephone

exchanges, retail cash registers, other computer use or GPS) and for recording

access to such data?

Do we inform users when records of access to logs are checked?

When we publish material about users on our website have we taken their right to

privacy into account?

Do we comply with laws about camera surveillance and do we inform users of such

surveillance?


If you feel that your right to privacy has been violated you should discuss the matter

with your boss and your safety representative. Tell them how you feel and explain

how you would like the situation to be. Together you can reach an understanding of

what needs and expectations exist at work and try to find satisfactory solutions.

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Consider how you can strengthen your right to privacy. You might want to:

find out whether your workplace has a policy or rules for monitoring via ICT,

ask your boss or safety representative, as a user, whether monitoring at work via

ICT is in practice and if so what purpose it serves.

Some information about the rights of employees in Sweden:

The employer does not normally have the right to read or by other means solicit information

concerning private e-mail or private files. An exception can be made in cases concerning serious

suspicions of disloyalty, criminal behavior or use of ICT equipment for pornographic or racist

purposes.

At workplaces not accessible to the general public, the employer may set up camera and sound

recording equipment without special authorization. As a user you must be informed of such

surveillance.

Your employer may normally publish names, positions, e-mail addresses and similar work

related personal information on its website without your approval. If, however, your employer

wishes to publish your home address, photograph or similar information, the employer should

first seek your approval. If you do not wish your personal information to be published on the

internet, your employer should not do so.

According to the Swedish law that regulates personal information, logged data from various

sources (e.g. pass cards, telephone exchanges, cash registers, other computer use or GPS)

should not be compiled or used in such a way as to endanger your privacy.

This information above was taken from the Swedish Data Inspection Board’s website on the

Personal Data Act.

Documents

How to avoid ICT-related stress - Prevent