Communication after work can lead to burnout and stress, especially if it comes from a phone call, according to new research. The researchers found that emails, phone calls and text messages have different consequences for employees.
“The technology you use is important,” said the study's co-author. “We found that email interruptions allow employees to be in control of when to respond. They can find an opportunity when it interferes with their private life the least. That kind of interruption has almost no negative effects.” But when employees feel they have no control over the timing of the interruption, such as during a phone call, the psychological transition and fragmentation of private life are more acute.
The researchers found that work-related interruptions after work influence employees through three mechanisms:load interruption, psychological transition and task closure.
Initially, work-related interruptions are not a problem. But as these interruptions pile up, negative results begin to manifest. Stress builds up. Good will and happy moods fade. Burnout follows. The balance between work and private life is becoming vague.
"The problem arises when the number of interruptions becomes so great that it depletes our free time and energy," the researcher said. “When this happens, you utilize the critical reserves you need to function properly and fulfill the responsibilities of your personal life.” In part, that's because the psychological transition employees have to go through to switch in and out of "work mode" is mentally draining.
“When you are eating or playing with your child and you get a call from work, you should go into work mode.” “Once the interruption ends, you have to go back to your personal life. These transitions can cause ruminative thoughts about work to linger. When you're busy with your work, your personal time feels more fragmented and invaded. You feel like you are always on, and that leads to exhaustion.”
However, not all interruptions are bad. Some can calm a main activity—a concept the researchers called task closure.
“When interruptions that bring closure occur outside working hours, such as getting a phone call that the last thing it took to complete a major project is done, that's a good thing. Then you can stop your main activity and focus on your personal life,” said the researcher.
