Information and communication technology demands: outcomes and interventions

Purpose – The purpose of this paper is to review four demands employees face when communicating through information and communication technologies (ICTs). The authors review the outcomes associated with each demand and discuss relevant interventions to provide a set of evidence-based recommendations. Design/methodology/approach – This paper reviews the following demands associated with ICTs: response expectations, constant availability, increased workload and poor communication. The authors draw upon empirical research to highlight outcomes and intervention strategies, before discussing implications for research and practice. Findings – The findings suggest that there are diverse outcomes associated with each demand. The outcomes were not inherently negative as evidence suggests that positive performance outcomes can arise from response expectations and constant availability, although they may be allied by health and well-being costs. Practical implications – A number of practical strategies are described to help organizations address computer-mediated communication demands, including tailored training, organizational policies and role modeling. The paper also outlines suggestions for future research on the dark side of IT use. Originality/value – This paper integrates four interrelated demands that employees can face when communicating through technology. The authors extend knowledge by analyzing interventions which enables a synthesis of implications for practice.