The message at 9pm
It is 9pm. A manager sends a message. She does not expect an answer tonight. But the phone buzzes anyway, and the worker feels he should reply.
Ten years ago that message would have waited until morning. Digital systems did not just change tools. They changed what people expect from each other.
By the end of this lesson
Note
I can describe how reliance on digital systems changes the culture of an organisation.
Key words
| Word | What it means | Example |
|---|---|---|
| Culture | the shared habits and beliefs of the people in an organisation | |
| Productivity | how much work gets done in a set time | |
| Monitoring | watching what people or systems do | |
| Hybrid working | some days at home and some in the office | |
| Automation | a machine or program doing a job with no person | |
| Artificial intelligence | a program that does tasks that normally need human thinking | AI |
The cells students fill in are left blank in this preview.
Starter: what you already know
Have a go
Starter: what you already know
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Communication and expectations change
People used to talk face to face. Now they use email and video calls too. Each has strengths. A call is quick. Email leaves a record. A video call lets teams meet from far away.
Systems that are always on raise expectations. Staff may be asked to be available and productive at all hours.
Monitoring and new ways of working
Digital systems can monitor staff. A system can count logins, record calls or check how fast a task is done. This can improve service but can also make staff feel watched.
Systems also allow remote, hybrid or office working. A firm must decide which pattern suits each job.
Automation and AI
Automation lets a system do repeat jobs by itself. Artificial intelligence can answer simple customer questions or sort emails.
This can free staff for harder work. It can also change or remove jobs, and customers may miss talking to a person.
Check: culture changes
Have a go
Check: culture changes
4 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.