A three-year longitudinal assessment of changes in office activities following the introduction of microcomputers into a multinational bank

Abstract

A longitudinal assessment of the introduction of new office technologies into a multinational bank was conducted using both task diaries and semi-structured interviews. Task diaries were administered prior to the introduction of microcomputers, several months after the introduction and several years later. Semi-structured interviews were completed after the second task diary. The assessment provides evidence of how offices adapt to changing electronic tookits. The asssessment provides ergonomists with a usable list of taks activities and the effects on task variability of the adoption of microcomputers into the work routine. It shows that when support staff are asked to use a new computer they must choose what other tasks to cut back on, which has consequences for the overall work process. Overtime increased 170% after the introduction of the computer. In a culture where professional staff have high expectations of support staff this has consequences for working relationships in terms of perceptions of the computer's utility. Support staff and professional staff differ in perceptions of control, time-saving and ability to make corrections. The assessment demonstrates the importance of multiple measurement instruments in tracking the effects of technological change on the work process. In conclusion, it is noted that the introduction of new technologies into the office must be considered in the broader office context to avoid the unintended consequences often reported in other case studies.