Communications of the ACM
Extreme Multitasking: Surviving the Superjob
Denver pastry chef Eric Dale's hours have soared since taking on additional locations and a new role maintenance man.
Credit: Smart Money
Emboldened by high unemployment rates across the nation and continually on the lookout for cost savings, businesses of all sizes have asked a dwindling number of employees to take on extra tasks that often have little to do with their primary roles and expertise. The latest shift started when businesses redistributed the workload over a smaller pool of employees following the layoffs of 2009 and last year's nascent recovery intensified the process. In a recent survey, 53% of workers said they've taken on new roles, most of them without extra pay. Now that sales are picking up, there's even more work to do, but companies are reluctant to hire. Some believe the shift is permanent, as the quickening pace of change demands more flexibility from everyone at the office. Going forward, employees will have to do whatever it takes to help their company compete — even if it means more multitasking.
The multitasking phenomenon is part of a predictable economic cycle. At the end of almost every recent recession, employers have increased the hours of their remaining workers before hiring reinforcements. Globalization and technological advances also play a role: engineering and advertising agencies say clients are demanding shorter delivery times, requiring employees to work more hours, and U.S. executives must be available around-the-clock to take care of issues anywhere on the globe. During the recession, many companies reacted instinctively rather than thoughtfully reassigning tasks based on a careful assessment of employees' skills and affinities. When IT specialists are placed into roles such as marketing or sales, they may feel overwhelmed by the competing demands, which may eventually give way to burnout and reduced productivity.
Taking on extra work doesn't necessarily mean a promotion. Some executives who would welcome a challenging "stretch" assignment, for example, find themselves spending time on chores that used to be handled by the support staff. According to researchers who have studied the topic, this mindless multitasking reduces productivity, because it takes mental energy to switch from one task to the next. In one five-year study conducted at a midsize recruiting firm, MIT researchers found that when employees took on additional assignments, firm revenue and project completion increased but only up to a point. When the caseload piled higher, speed and completion rates plummeted.
From Smart Money
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