The association between technology group, working from home behaviour and preferred communication tools in disruptive times : A micro and small enterprise perspective

This study explores how the adoption of digital technologies has influenced working from home (WFH) practices and the use of communication tools during disruptive times. Focusing on micro and small enterprises (MSEs), this pooled cross section research includes three survey investigations. The first two were conducted during the COVID-19 pandemic in Switzerland in 2020 and 2021. The third was conducted after the pandemic in 2022. Over these three phases, >1500 MSE managing directors were surveyed using the Computer-Assisted Telephone Interviewing (CATI) technique. Inferential statistical analyses revealed that technological pioneers implemented more WFH arrangements than either early or late followers. Similarly, pioneers and early followers utilised Information and Communication Technologies (ICTs) more extensively than late followers, who, in some cases, demonstrated considerable adaptability in embracing digital transformation. Overall, WFH opportunities across all three technology groups (pioneers, early followers, and late followers) remained higher than before the pandemic. This study advances the often-overlooked MSE literature by demonstrating the association between WFH and digital transformation through ICT across the three technology groups. Methodologically, the novel 'Digital Communication Score' was introduced, determining the extent to which an MSE utilises various communication tools. Practical implications highlight the need for MSEs to develop digital roadmaps, which include the systematic adoption of appropriate online communication tools, in order to prepare for future disruptions. This will require implementing conduct standards and, ultimately, policies aligned with developing digital capabilities to ensure employee satisfaction and motivation, leading to greater overall success.