IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO.

2, JUNE 2021 137

Research Article

Generation Z Workplace Communication Habits and

Expectations
DAWN JANSSEN AND STEPHEN CARRADINI

Abstract—Background: People born between 1995 and 2012, referred to as Generation Z, grew up alongside
significant technological advancements in communication. This cohort’s oldest members are now entering the workforce.
Literature review: Although the merits of generational research have been questioned, Generation Z’s personal
communication preferences and habits demonstrate unprecedented technological experiences and expectations in the
workplace. Research questions: 1. What are Generation Z’s current habits in using smart technology, social media,
and voice communication for personal communication? 2. How does the current workplace communication environment
appear through the lens of Generation Z? 3. Do the personal communication habits of Generation Z conflict with current
workplaces? Methodology: The study reports on a 207-participant exploratory survey and 6 interviews with
Generation Z members in January–March 2020. The survey included multiple choice and open-ended questions
regarding respondents’ personal and workplace communication habits and expectations. The interviews allowed further
investigation of survey responses. Results: Working Generation Z respondents hold unexpected attitudes and
behaviors, including awareness of the negatives of technology use, differences in personal preferences and professional
behaviors, self-regulation of technology use, and concern for boundaries between personal and work life. Conclusion:
Generation Z’s ability to adapt to current workplace norms may slow changes in workplace communication. Their
awareness of disruptive communication habits could make positive changes to workplace communication in the future.
Employers should resist negative generational stereotypes and develop new communication policies to reflect current
and future-looking technology use. This study was completed prior to COVID-19 and does not include pandemic-related
workplace technology changes.

Index Terms—Generation Z, policy, smart technology, social media, workplace.

A n always-on, always-available technology

environment has dramatically changed the
practices and expectations that come with this
young cohort.
communication methods and expectations of young This article investigates how Generation Z’s
people, particularly those in Generation Z. personal communication habits impact their
Generation Z is defined as people born between expectations of workplace communication. In
1995 and 2012 (currently ages 9–26). This study particular, the article examines Generation Z’s
looks specifically at the older members of expectations of business communication in light of
Generation Z, currently between ages 20 and 26 personal technology use trends depicted in the
years old, to examine how Generation Z’s personal literature: an increase in use of personal
communication habits and expectations may smartphones and smart devices, a rise in social
impact their expectations of business media use, and a sharp decrease in voice phone
communication. Their habits and expectations may call and email use. After conducting an exploratory
ultimately change business communication, survey and follow-up interviews, we found that
creating a need for employers and teachers to respondents who are now 20–26 reported
understand emerging technological communication differences in personal preferences and
professional behaviors (including adopting media
Manuscript received November 25, 2020; revised February 15, that they do not use personally for professional
2021; accepted March 13, 2021. Date of current version May 21,
2021. (Corresponding author: Stephen Carradini.) use, such as email), an awareness of the negative
Dawn Janssen is with the Center for Accelerating Operational aspects of technology use for productivity and
Efficiency, Arizona State University, Tempe, AZ 85287 USA focus, frequent self-regulation of technology use,
(email: [email protected]).
Stephen Carradini is with the Technical Communication and the concern for boundaries between personal
program, Arizona State University, Mesa, AZ 85212 USA (email: and work life that technology can encroach on.
[email protected]).
This article has supplementary material provided by the authors
available at https://doi.org/10.1109/TPC.2021.3069288. These findings can help employers resist negative
stereotypes of young workers’ technology and
IEEE 10.1109/TPC.2021.3069288 communication habits, while helping prepare

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See https://www.ieee.org/publications/rights/index.html for more information.

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138 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

workplaces for the realities of communicating with unique technological experiences and expectations
young, technologically-adept workers. These with them to the workforce. This fact is especially
findings from young people already in the true when looking at the role that smart technology
workforce can also help educators assess where plays in the personal and professional lives of
their pedagogies are effective and ineffective in Generation Z.
preparing young people for communication via
technology in the workforce. The heavy use of smart technology is a defining
feature of 18- to 24-year-olds. In a 2018 study by
Pew Research Center, 26% of Americans reported
LITERATURE REVIEW being online almost constantly [4]. However, 39% of
adults in the 18–29 age range reported being online
Generation Z has grown up when the majority of almost constantly [4]. When looking at 13- to
Americans have access to a mobile phone or 17-year-olds, the number reported increases again:
smartphone. A 2019 Pew Research Center report 45% of teens reported that they are online “almost
on the demographics of mobile device ownership in constantly” [5]. This increase in the use of
the US stated that more than 96% of adults, 18 technology as age brackets get younger shows a
years old or older, own a cell phone, and 81% of trend that younger people spend more time online.
adults own a smartphone. When looking Turner shows that some Americans in Generation
specifically at younger adults aged 18–29, the Z have an emotional bond to continuous online
figures increase to 99% with a cell phone and 96% access, unlike previous generations; some
with a smartphone [1]. The growth of smartphone Generation Z members view giving up their online
use has affected all Americans, but has had a more connection as punishment [6]. When posing the
pronounced impact on Generation Z. question “Do people know how to exist without
smart technologies?” in a recent study of
Academic and industry research views Generation Generation Z members, researchers found the
Z as a generation of “digital natives.” Prensky, answer to be “no” [7]. In a different study, one teen
trying to explain the different learning behaviors interviewed reported their mobile device use as
and communication methods of students correlated “from the moment I wake up, I will use it … every
with the introduction of technology, defined this day, every hour” [8, p. 6]. These studies show that
new generation of students as “‘native speakers’ of heavy smartphone use is a distinct part of
the digital language of computers, video games and Generation Z’s life experience.
the internet” [2, p. 1]. Some researchers disagree
with Prensky, arguing that students do not have Amid the heavy use of smart technologies, texting
radically different learning styles and are more and instant messaging appear to play a big role in
influenced by teaching approaches than early how Generation Z communicates with friends and
exposure to technology [3]. Most researchers do family. The role of texting and instant messaging
agree that changing technology has had an impact has been studied extensively regarding members of
on the communication habits of every generation. It the generation prior to Generation Z, the
was apparent in 2001—six years before the first Millennials. (Previous research often combines
iPhone came to market in June 2007—that digital these two generational groups to look at
technology was going to have a profound impact on commonalities between Generation Z and
Generation Z, whose oldest members were only five Millennials.) Members of Generation Z feel
to six years old at the time. Although we do not comfortable with texting and IM as their primary
lean heavily on the digital native theory, we do platforms for communication with friends: 73% of
believe that individuals of this cohort will bring Generation Z and Millennials would choose texting
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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 139

or messaging over voice capabilities [9], [10]. In a within one platform, such as Instagram [18]. Some
recent study on the use of texting by generation, researchers say that the multitasking
Generation Z reported the highest volume of texts
and the greatest preference for text versus call of environment is “organic” to the new generation
all generational groups [11]. This research shows and has minimum implications for their work
that Generation Z prefers online, mobile, and performance. Gen Zers can focus on their jobs
textual communication over voice communication. quite effectively while also checking their mobile
devices. [19]
The increase in online communication seems to
indicate that members of Generation Z do not Whether Generation Z’s multitasking behavior will
perceive a hard separation between online have positive or negative implications for the
relationships and in-person relationships. Justina workplace remains to be seen, as more members of
Sharp, a 21-year-old college student, stated in a Generation Z enter the workforce. Some early
2019 Wall Street Journal article that “interacting academic research and trade reports offer theories
digitally is still ‘in real life”’ [12]. Frith agrees, about how Generation Z will impact the workforce
stating that “the divide between the digital and and shape new patterns of behavior. Methods and
physical never truly existed” [13]. In a study on the platforms for communication in the workplace may
use of Snapchat, participants reported that change to fit members of Generation Z. Email is not
communicating via Snapchat was similar to their a preferred way for Generation Z to communicate,
“mundane, everyday” conversations in physical nor do members of Generation Z prefer to make
spaces [14, p. 1663]. This finding suggests that traditional phone calls. Nearly two out of three
mundane technological interactions are at least young people in a study reported that they “do not
augmenting face-to-face communication, like or only somewhat like talking on the phone”
prompting worries that young people are losing [10, p. 63]. Members of Generation Z commonly
connect by message via platforms such as
Snapchat instead of email, or a video chat platform
the nuances and art of conversation, and lack of
such as FaceTime instead of a phone call [10].
face-to-face communication will potentially
Professors are looking for new ways to
inhibit their development of skills to connect
communicate with Generation Z students, such as
socially and in person. [6, p. 109]
social media or instant messaging [20].

Some research suggests that because members of This new communication style is sometimes seen
Generation Z are comfortable communicating using as a negative, as college instructors reported
technology, they may be ineffective in resolving receiving short, text-like email messages. Similarly,
conflicts or solving complex problems that may be students prefer to reply to phone calls by texting
better suited to in-person communication [15], because they are uncomfortable with small talk
[16]. As more members of Generation Z enter the and would rather not “waste time talking” [21, p. 6].
workforce, it will become more evident whether the Given this changing communication style, some
lack of distinction between online and in-person researchers are concerned about how prepared this
relationships will cause problems in workplace generation will be for the transition from a school
communication, as these early studies suggest. environment with rules and constraints around
Research on young professionals’ opinions about smartphone use to the workplace as adult
these matters will help further knowledge on this technology users with unlimited access [8].
topic. Ongoing research investigating the experiences of
Generation Z members in the workforce is needed
Another area of ongoing research concerns unique to confirm or refute these concerns.
behaviors when multitasking, a trend 18- to
24-year-olds began in their personal lives and Past research has resulted in mixed findings
academic work [17]. Although older generations regarding generational differences in employee
have multitasked, researchers have noted a communication. Differences between generations
broader range of multitasking behaviors in included not just different communication behavior
members of Generation Z, including differences in but also a difference in perceptions of that
combinations of tasks and the act of task-switching behavior. For example, one study observed different
versus simultaneously multitasking [18]. Members behaviors between a Baby Boomer and a Millennial
of Generation Z often exhibit task-switching in a meeting. The Baby Boomer participant was
behavior, switching tasks within one device or even annoyed that her Millennial coworker was looking

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140 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

at her smartphone during a meeting. The Baby [25]. Considered skilled multitaskers, members of
Boomer perceived the behavior as rude. The this generation are perceived as not content to do
Millennial believed she was being productive by repetitive tasks, easily bored, and quickly
researching the meeting topic on her phone [22]. unmotivated [29].
Yet despite observed differences, this study found
that “differences in behavioral attitudes are not One of the positive views of this generation in the
significant among the generational cohorts” [22, workplace regards their technological experience.
p. 256] and that the concept of generations leads to Because almost all members of Generation Z have
negative stereotypes instead of good management. had smart technology available in their personal
lives, some researchers expect that navigating
Although a large amount of previous research applications like Slack or HR methods like
suggests that Generation Z is a group with distinct “hot-desking” (where a desk or workstation is
characteristics, the broad category of people born shared by multiple office workers as opposed to
in a particular time period necessarily includes a each worker having an individual workspace) will
diverse group of individuals with unique be easy for this generation [30]. Research suggests
characteristics. Individuals of any group can differ that organizations should play to this generation’s
from overall trends of the group in any strengths of being quick, efficient, and able to
circumstance. This fact is particularly true for switch tasks; further, they should provide new
Generation Z, as its members are the most workers with job rotation programs and high-value
educated and diverse generation yet [16]. However, work [29]. Appreciating how members of this age
studying this group remains important and cohort understand their workplace’s technological
relevant to a variety of business concerns, as the and communicative norms will help with
literature shows. Generation Z’s transition into the workforce.

One business unit concerned with Generation Z is This literature review has covered current trends
the human resources office. The expectation of explaining how Generation Z engages with
always-on, on-demand information is a concern technology—including communicative technology,
within the HR community, as traditional HR such as instant messaging and texting—and how
activities will need to radically change to recruit, that engagement differs from that of previous
manage, and develop Generation Z workers [16], generations. The research also shows that the
[23]. The generation that grew up with instant uniquely heavy use of smart technology by
access to information as consumers expects that Generation Z is expected to impact future
their experience as employees will match that communication in the workplace. Although
consumer experience [24], [25]. Members of research has examined Generation Z’s personal
Generation Z are viewed as technologically adept, habits and attitudes, it has not analyzed their
independent workers who value long-term experiences and attitudes regarding potential
professional development. They are seen as differences between personal habits and
expecting to manage their career goals with professional expectations of technologies and
well-defined short-term goals and easily available, communication platforms in the workplace.
continuous evaluations [26], [27]. Generation Z
workers are reported to have an unrealistic and
idealistic picture of the work environment,
RESEARCH QUESTIONS
requiring employers to manage Generation Z’s This study explored potential differences between
workplace expectations [16]. the personal habits and professional expectations
of 20- to 26-year-old professionals. We sought what
Yet the expectations of always-on, always-available current and future workplace communication looks
information have downsides: workers struggle with like through the lens of Generation Z, and whether
boundaries between personal and work life in these they are experiencing conflict between personal and
conditions [28]. Others have noted that potential workplace habits and behaviors. Because members
business weaknesses of Generation Z members are of Generation Z are so new to the workplace, it is
short attention spans and a lack of soft skills, such important to study their workplace experiences and
as written and spoken communication [15], [21], the ways that their expectations of technology may
[23]. To address this perceived gap, companies are affect communication in their workplace. We
investing in writing and basic business etiquette investigated the opinions of respondents in this age
courses for Generation Z workers, with some efforts group directly through an exploratory survey and
beginning as early as freshman year in college [21], interviews. Exploratory research allows the

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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 141

development of insights about emerging topics with before collecting the rest of the survey data.
a limited number of respondents that can then Respondents not meeting the age criteria (18–24) or
inform future, more detailed work in an area. Our not currently working full or part time were
overarching research question concerns how identified as outside the bounds of the survey and
Generation Z’s personal communication habits were screened out by the survey tool. Survey
impact their expectations of workplace respondents had the opportunity to enter their
communication. This central research question will contact information, logged and stored separately
be examined by exploring several subquestions. from the data, for a drawing to win one two $50
Amazon gift cards.
RQ1. What are Generation Z’s current habits in
using smart technology, social media, and voice Survey Procedure We conducted the survey
communication for personal communication? using the Qualtrics online survey tool. The survey
RQ2. How does the current workplace asked both multiple choice and open-ended
communication environment appear through the questions to identify some key communication
lens of Generation Z? habits and behaviors of Generation Z in their
personal and professional activities. The survey
RQ3. Do the personal communication habits of explored the three questions of the study by asking
Generation Z conflict with the communication multiple questions concerning the three research
habits of the current workplace? questions. These questions are stated in the
discussion section and included in the Appendix in
the supplementary material. We collected survey
RESEARCH METHODOLOGY
data from January 28 to February 28, 2020.
This project uses exploratory surveying and
semistructured interviewing to investigate the Survey Response We received 377 full and partial
opinions of 18- to 24-year-olds on this emerging (uncompleted) survey responses. After filtering
topic of Generation Z workplace communication responses for age, work status, and completion, we
expectations. The first phase of the project found 207 valid responses. The average response
included a survey with multiple-choice and rate for each question varied based on the survey
open-ended questions. The second phase of the logic and respondent participation.
project consisted of semistructured interviews as
validity checks and further elucidation of concepts Participant Demographics Survey and interview
from the survey results. This research methodology respondents varied in age from 18 to 24 at the time
was selected because it allowed us to explore a of the survey and interviews (born between 1995
currently under researched topic with wide-ranging and 2001). The gender of the participants was not
questions of multiple types. The multiple-choice requested as the scope of the study did not include
survey questions revealed trends regarding examining gender variations in the habits and
communication technology, communication behavior of Generation Z participants. Many of the
platforms, and demographics. The open-ended respondents were part-time or full-time students,
survey questions and interviews let us build on the given the young age bracket of respondents we
answers to those multiple-choice questions to sought and our recruitment through a university
secure a deeper understanding of the results than website. However, recruitment for the study
the multiple-choice questions alone could provide. required participants to be employed part or full
This study received Institutional Review Board time. The responses were validated for this
approval as exempt (Arizona State University Study criterion in the survey screening questions.
00011215).
The industries that the respondents worked in
Survey Recruitment We recruited survey varied, with 11 professional categories represented:
participants via social media in several ways. We service/retail, teacher/educator, administrative
reached out to alumni and young professional /manager/analyst/engineer, communication/
groups through LinkedIn, and we posted an ad on creative/marketing, sales/account manager,
a university’s student homepage. To screen IT/technical, researcher/lab, intern/student
potential participants, we asked for demographic worker, police/military/first responder,
information, including age, year of graduation, healthcare/social worker, and customer service.
college or university attended, and current job title. Workplace conditions vary widely in these fields, so
These demographic questions helped validate that this study provides a broad overview of trends as
the participant met the demographic target group opposed to industry-specific recommendations.

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142 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

Each industry and each workplace within those consisted of the participant’s responses to the
industries will respond to technological conditions interview questions. The first author employed a
in specific ways. The goal of this study was to look semistructured model, using the interview protocol
for trends in the opinions of respondents in relation questions as a guideline for the conversation, while
to their workplace experiences. Other trends may asking additional questions to expand on ideas as
appear in specific industries, but the trends that needed.
we report on are ones that managers of all
industries should consider. Respondents Interview Analysis Methods We recorded and
represented 37 different universities from disparate reviewed the interviews in their entirety. Zoom
geographical locations within the US. provided a transcript of each interview. The first
author reviewed the transcripts, corrected
Survey Analysis Methods We analyzed data from inaccuracies in the transcriptions, and coded the
the multiple choice survey responses using the interviews using descriptive themes. We did not
Qualtrics survey tool. The raw data from the apply themes from the survey analysis to the
Qualtrics tool were exported in CSV files for interview analysis. We started anew both times to
additional analysis. Analysis consisted of reading, eliminate preconceived notions.
coding, and analyzing the open-ended responses to
determine common themes. Using Saldaña’s We categorized the themes that we found in the
descriptive coding methodology [31], the first interviews using research subquestions [31].
author categorized the open-ended questions into a Further analysis identified subthemes within the
number of common, non-predetermined themes. overall themes regarding participants’ feelings. For
Given the key research questions that focused on example, the descriptive theme of participants’
participant attitudes and beliefs, a values coding decreasing technology use was further coded to
method was used for further analysis to categorize note a subtheme of “feeling that being always
the common feelings or attitudes reported in each online is unhealthy.” Each theme and subtheme
open-ended question [31]. We then indexed and included example quotations from the interviews
tallied these themes to determine the percentage of and a brief analysis of the meaning of each
the participants who answered the question using theme/subtheme, including underlying feelings
each theme. driving the themes. We then summarized the
narratives for each theme for reporting purposes
Interview Participant Recruitment We recruited and matched corresponding themes from the
interview participants via LinkedIn young alumni survey with themes from the interviews.
groups and an announcement on a university’s
student site. Interested participants took a short The interviews provided in-depth information and
screening survey administered through Qualtrics. narrative examples directly from members of
This survey included screening for age Generation Z, supplementing and supporting the
requirements (18–24) and verifying current survey answers to the research questions.
employment experience. Interview participants
received a $25 Amazon gift card for their
participation in the study. RESULTS
Interview Procedure The first author contacted Current Habits of Generation Z The first
potential interview participants via a separate research subquestion examined was: What are
email. People who responded to that email were Generation Z’s current habits in using smart
asked to complete a screening survey. The first technology, social media, and voice communication
author then selected six respondents, aiming to for personal communication? We first explored this
interview respondents diverse in age within the question in the survey by asking specific questions
18–24 bracket and diverse in employment industry. that considered the daily usage habits of
The first author conducted interviews from Generation Z.
February 15 through March 3, 2020, via Zoom
videoconference calls. At the time of scheduling, Preferred Method of Communication After
the first author emailed a consent form to each confirming that the respondents owned a
participant with the interview invitation. The smartphone (99% of this question’s 196
interviews lasted one hour, with the first 5–10 min respondents reported having a smartphone), we
used to confirm the participant’s consent and asked the survey question: “How do you most often
explain the interview process. The remaining time communicate with friends from your phone?” The

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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 143

Fig. 1. Method of most frequent communication with

friends.

purpose of this question was to see what

communication methods were most often used in
respondents’ personal lives. Texting was the most
Fig. 2. Communication platforms used at work.
preferred method of communication for Generation
Z, with more than 57% (n = 114) of respondents
selecting “text (direct from phone)” as their primary
means of communication (see Fig. 1). The qualifier Workplace Communication Tools One question
“direct from phone” appeared because many in the survey asked, “What communication
applications, such as Snapchat and Instagram, platforms are used at work?” For this question, the
offer texting or instant messaging applications participants were allowed to select as many
within the app. answers as applied. Participants could also provide
other responses if they used platforms that were
Instant messaging and Snapchat followed texting, not listed.
with these two representing a combined 36% (n =
71) of responses. These top three responses Email was the most selected communication
accounted for 93% (n = 185) of the responses, platform, with 90% (n = 160) of the respondents
showing the strong preference of these Generation using email (see Fig. 2). A traditional landline or
Z respondents for texting, instant messaging, and desk phone was the second-most selected option at
Snapchat communication versus traditional phone 49% (n = 86), followed by texting at 45% (n = 79),
calls. Most of the interview participants preferred instant messaging at 38% (n = 68), and
texting over other forms of communication as well. organization intranet/network at 31% (n = 54) of
Voice calls and email were rarely chosen as respondents. The data show that although
primary methods in the survey, with only 2% (n = Generation Z may prefer other methods of
3) of the respondents reporting that voice calls were communication in their personal lives, email is still
their preferred method of communication. No their most commonly used communication
respondents stated that email was their most platform in the workplace.
preferred method. One of the interview participants
even called phone calls outdated, stating, “I don’t The first author asked interview participants about
really answer calls. … I feel like, it’s just a little bit their email usage habits because the survey
more outdated. So, I don’t really go out of my way indicated that email is a common tool for
to answer calls.” professional, but not personal, use. Interviewees
expressed that although they use email for work,
they would prefer to text. However, interviewees
Workplace Communication through the Lens of seemed to be resigned to using email for work
Generation Z We examined the second research purposes. Statements from the participants such
subquestion—How does the current workplace as “[I use email] only for work purposes,” and
communication environment appear via the lens of “usually I just use email … if I have to
Generation Z?—by a series of multiple choice communicate with co-workers” back the
questions in the survey, as well as open-ended assumption that email is a necessary but not
questions in both the survey and interviews. We preferred communication tool for Generation Z.
completed research collection for this study only
weeks prior to the outbreak of COVID–19, so these During the interviews, we discovered the habit and
findings do not reflect conditions in the pandemic acceptability of Generation Z respondents bringing
or post-pandemic workplace. personal devices into the workplace for work use.
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144 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

Although the use of personal phones was expected

from the literature and documented in the survey,
the use of personal laptops and iPads was not
anticipated. Several of the interviewees discussed
using their own laptop or iPad. A communication
professional said that their workplace provided
desktops, but they preferred to use their own
laptop “because I’m more comfortable with it in
terms of design.” Although tools were provided at
work, many of the Generation Z interviewees
preferred to use their personal devices. They
considered personal devices more convenient,
comfortable, and accessible. Though some
workplaces and industries do not have
bring-your-own-device policies, the majority of
interview respondents said that they were able to
bring their own devices to their workplaces. Fig. 3. Are there times during the workday when you
decide not to use your phone?
Smartphone Use in the Workplace Further
survey questions explored how, when, and why
members of Generation Z used their personal
phone in the workplace. A question in the survey distracted,” key words and phrases coded from
asked, “Are there times during the workday when survey responses included “limiting distraction” or
you do not have access to your phone?” In total, “stay productive.” One respondent stated, “[I] focus
33% (n = 64) responded that there were times on work. Get things done efficiently. Limit
during the day when they did not have access to distractions.” Another person responded, “To avoid
their phone. However, the majority (n = 130, 67%), distraction and stay productive on the task at
indicated that they did have access to their phone hand.” These respondents indicated that using a
during the entire workday. We will discuss personal phone was overly distracting, so they
respondents who did have access to their phone made the conscious choice not to use a personal
throughout the day first, and then discuss those phone when they wanted to focus on their work.
who did not have access at some point during the
day. Respondents also described putting aside the
phone for job activities that included a sense of
Respondents with Access to Phone During the urgency or required unusual focus. Respondents
Workday Respondents that did have access to described needing to meet a deadline, such as one
their phone during the day were asked, “Are there who said, “Working … to meet a deadline for a
times during the workday when you decide not to deliverable for a client.” “Times that I really need to
use your phone?” A large percentage (86%, n = get something done,” stated another participant.
162) answered “yes.” There were times during the One person mentioned that they chose not to use
workday when a large majority of respondents their phone “when I’m doing research.”
decided not to use their phone (see Fig. 3).
To Appear Professional: In total, 23% (n = 37) of
The 86% (n = 162) of respondents who selected survey participants noted that they chose to avoid
“yes” were asked to describe why they chose not to using a personal phone at work because they felt it
use their phone at work. Two main themes was unprofessional. Most of the responses
emerged: a need to focus on work and not be regarding this theme stated only that they felt that
distracted (n = 99, 61%) and a feeling that being on using a smartphone in the workplace was
their phone during work was not professional (n = “unprofessional,” with little further explanation.
37, 23%). Other reasons noted in the responses One respondent described why.
included low battery or technology issues, using
other technology such as a laptop, and needing I feel that it is unprofessional to use your phone
time away from technology to relax. during the workday for activities that are
unrelated to work. It is easy to become distracted
To Focus on Work or Limit Distractions: For the on a smartphone and lose focus during the
first theme, “to focus on work and not be workday.

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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 145

In this quote, the professionalism concept is tied to respondents that worked within the service,
the previous theme of focusing on work and healthcare, or technical trades industries.
avoiding distractions. Respondents that worked in the technical,
healthcare, or first responder fields described not
We found that the majority of the Generation Z being able to use their personal phones due to
respondents who had phone access felt the need to privacy or safety concerns. “I do not have access to
focus on work (sometimes urgent work) and avoid my phone during field work in areas with sensitive
the distraction of using their phone. Smaller equipment. The time of day varies due to variation
percentages avoided personal phone use to appear in need of my assistance,” explained one survey
professional. participant who works in a trade industry. A
respondent that works at an educational
Respondents Reporting Not Having Access to institution listed concerns about violating federal
Phone at Times In contrast, those who reported law: “During shift, phones are not allowed because
not having access to their phone at times during of FERPA violation possibilities.” (FERPA stands for
the day were asked an opened-ended follow-up the Family Educational Rights and Privacy Act,
question: “Describe when you do not have access to which regulates the confidentiality of student
your phone? What times of day? What activities are educational records.) As these examples show,
you doing?” Fifty-three percent (n = 31) of these some workplaces—particularly in service,
respondents mentioned “completing job tasks” as a healthcare, technical, and educational
time when they did not have access to their phone. environments—prohibit phone use by policy,
These responses did not indicate that phone use sometimes to meet federal privacy or safety
was specifically prohibited by policy, but that regulations.
certain tasks were not conducive to phone use. “I’m
usually serving food or helping my team in the Subsequent open-ended questions in the survey
preparation of food,” described one respondent in asked the participants how they felt when they were
the service industry. Another respondent prohibited from physical access to their phones at
explained, “I could technically access my phone work. A number of themes reflected this response,
[during work], but there is no time, and customers ranging from feeling “nothing or fine” to “focused or
are staring at me.” This respondent reported that busy.” The most common feeling discovered was
use of the phone was not specifically prohibited but surprisingly “nothing or fine,” as 47% (n = 23) of
that they chose to not use it, so as to focus on the the respondents noted that they feel fine about not
demands of the workplace. having access to their smartphone. One survey
respondent stated, “Nothing much as I am busy
A few of the respondents worked in educational doing my work.” Another responded, “Normal,
settings and described times during the day, such doesn’t make a difference.”
as teaching or interacting with children, as times
when they did not have access to their phone: The next most-noted responses were feelings of
“Whenever I am instructing but not always when anxiety or fear of missing out (n = 18, 21%). One
I’m on the clock.” As these examples illustrate, jobs person noted, “I feel nervous if I know that I am
in service or education settings expect a level of expecting a message or call.” In the interviews,
personal interaction that discourages personal most of the interviewees expressed the need to
smartphone use while interacting with other people check their phone if it vibrated and reported
in the workplace. Thus, some respondents chose to anxiety over a fear of missing something important
make their phone inaccessible during certain work if they didn’t check. One of the respondents noted,
activities, despite not being required to do so by
official policy. I’ll be working on homework or at work. And then
my phone will vibrate and then it’s like, ‘Oh, I
However, some respondents did report a specific should text; I should look at my phone and see
policy of the employer prohibiting personal what notification I had.’
smartphone use. This trend represented 47% (n =
27) of the respondents who indicated that there The majority of those who did not have access to
were times during the workday that they did not their phones due to task requirements or federal
have access to their phones. The key words “not rules reported that they felt fine with these
allowed” or “I do not have access” were often requirements, but a smaller group of respondents
included in these responses. Examples where felt anxiety or a fear of missing out when away from
phones were not allowed by policy came from their phone.

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146 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

Fig. 5. Nonwork activities where respondents used

personal phones at work.
Fig. 4. Work activities using a personal smartphone.

work calls and use of personal technology, such as

Conflict Between Work and Personal Activities
laptops, for remote work. Many of the interview
The third research subquestion explored was, “Do
participants, particularly those in sales and
the personal communication habits of Generation Z
communication roles, described using their
conflict with current workplace expectations?”
personal devices in the workplace. A
First, we explore the overlap that exists between
communication manager interviewee described
personal and work activities being completed with
using their personal phone to check job-related
personal smartphones. Second, we review how
social media posts. Another participant described
often respondents engaged in personal activities on
using the same phone for work and personal
their smartphones in the workplace. Finally, we
reasons, with a resulting conflict:
explore what has surprised or frustrated
Generation Z about technology in the workplace. I do have them all on the same phone, which gets
a little confusing sometimes. Because I’ll get a
Using Personal Smartphone for Work Activities call thinking it’s for work and it’s actually for
When asked whether respondents used personal school. And it’s just, it’s all over the place.
smartphones during the day for work activities,
48% (n = 88) responded “yes” and 52% (n = 94) A positive aspect of the blending of work and
responded “no.” If the respondent used a personal personal use centered on working remotely. One of
phone for work activities, the respondent was asked the participants described the ability to conduct a
to select the activities done on the personal phone. remote internship because of technology while
living out of the country with family. “Technology
Sixty-four percent (n = 56) of survey respondents has been a really big part of my life and also a
selected texting co-workers and clients, showing really positive one,” this respondent noted.
again that Generation Z respondents prefer texting
as a way to communicate (see Fig. 4). In total, 55% Using Personal Smartphone At Work for
(n = 48) selected emailing co-workers and clients. Non-Work-Related Activities Although
This finding indicates that emailing is still a respondents reported using their personal
required communication method in the workplace, smartphones for work, 84% (n = 152) reported
as the earlier data suggested. using their smartphones at work for things that
were not work related (see Fig. 5). The most
The third most-selected activity was taking photos reported personal activities occurring in the
for work-related duties, with 41% (n = 36) of those workplace included texting (reported by 86%, n =
who use their phones for work reporting this 130), social media without instant messaging (66%,
activity. Other activities that were noted by the n = 101), and listening to music (51%, n = 78) (see
respondents included posting social media content, Fig. 5). Texting, again, was the most common
searching for a product to help a customer, activity reported, showing an overlap between
researching, and scheduling work shifts. Generation Z’s personal and workplace
communication.
The interviews showed a definite overlap between
personal and work activities. The most frequent Acceptability of Smartphone Use With an
examples were use of a personal smartphone for overwhelming majority (84%, n = 152) of the survey

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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 147

respondents reporting that they use their having negative feelings about using their phones.
smartphone for personal activities at work, the Respondents stated feelings such as “don’t care
participants were then asked if they perceived the because I still get all my work done plus more” and
workplace as accepting personal use of their “I don’t get paid enough to not use my phone in the
phones. More than 73% (n = 132) of the survey workplace.” Examples like these comprise 39% (n =
respondents perceived that their employer viewed 19) of the responses. These responses show blatant
such use as acceptable. Although members of disregard and even anger toward rules banning
Generation Z have grown up with computer and phone use in the workplace. Negative emotions
mobile devices as part of their lives, they seemed to such as “feeling bad or uncomfortable” were
be genuinely surprised at the amount of time that described by 36% (n = 18) of the respondents, with
people used personal smartphones in the one person even stating “I feel like I am committing
workplace. Responses included, “I was a little a crime ….”
surprised to see how common it is,” “everyone is
always on their phone,” and “people use it way too Most respondents reported that their personal
much.” The respondents’ answers seemed to reveal phone use was deemed acceptable by their
an underlying judgement or frustration, with words workplaces, although a minority suggested that
like “always,” “too much,” “prevalent,” and even personal phone use was not acceptable. These
“sneak.” “Sneak” was mentioned in the context of a latter responses suggested that although some
restaurant worker saying, “Almost every employee respondents respected these rules, others rejected
is constantly hiding in the back of the restaurant to them outright or felt uncomfortable while ignoring
sneak onto their phone. Every customer is always them.
on their phone too.”
Awareness of Negative Impacts of Technology
Twenty-seven percent (n = 47) of the respondents Requiring Self-Regulation (Needing a Break)
did not feel that their employer approved of Respondents also noted frustrations about
personal phone use in the workplace. Previous technology use in the workplace. These frustrations
research suggested that the majority of Generation focused on perceived negative aspects of technology
Z members were using their smartphones in the (including technology being distracting), lack of
workplace even when it was considered an boundaries, and overdependence. The Generation Z
unacceptable practice. Based on this assumption, respondents surveyed described technology as
those who did not feel that it was acceptable in distracting because it caused themselves and
their workplaces were asked, “How do you feel others in the workplace to not focus. This attitude
about using your phone at work for personal was stated throughout answers to many of the
things, knowing it is not acceptable?” survey questions.

The assumption that respondents were using their Inappropriate use in the workplace was both a
phones even though doing so was not acceptable surprise and a frustration for respondents. One
was proven to be reasonable. Only 11 respondents survey respondent noted that “people use
out of 47 reported that they did not use their technology … in a way that distracts them so they
personal phone because it was unacceptable. Of are not performing at the level they should be.”
the few who did limit their personal phone use due Participants also mentioned “how frequent[ly]
to perceived unacceptability, one respondent people are on their phones and not working,” “the
stated, “I don’t do it. I don’t want to lose my job!” amount of time people are on their phone, even
Another respondent at first stated, “I don’t do it. though it is prohibited,” and “people who abuse it
The risk outweighs the reward,” but this same … such as [using] social media or other non-work
respondent continued by acknowledging that related sites.”
“Sometimes I’ll check it if something important is
happening, but usually I silence it and leave it Other respondents described technology as
alone.” This comment shows the influencing themselves negatively. Survey
sometimes-conflicting feelings of respondents respondents called technology “addictive” and
between following workplace rules and wanting to “extremely distractive,” while feeling
use their devices for personal communication. “overdependent” and experiencing “lack of
boundaries” when using technology. These findings
Other responses regarding how respondents feel were supported by the interviews, with interviewees
about not using their personal phones at work were expressing attempts to decrease use of technology
split between feeling indifferent to the rules and or “take a break” from technology. All of those

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148 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

interviewed for this study (n = 6) gave examples of This study is also limited by investigating only the
trying to limit use, decrease use, or delete viewpoints of 18- to 24-year-olds and not those of
applications. One interviewee described deleting their coworkers. Adding more people to the study
apps such as games or certain social media sites could result in a wider view of workplace norms
because they wanted to cut down use. and potential changes to those norms in a variety
of fields. For instance, Generation Z’s ability to
Regarding lack of boundaries, participants adapt to current workplace norms may slow the
expressed that their employer expected them to be progress of change in workplace communication
accessible 24/7, and they felt that they could never habits. However, over time, they could make
“fully leave work.” Overdependence ties to this lack positive changes to workplace communication.
of boundaries, as respondents expressed being Those changes may include more immediate
unable to disconnect. Respondents reported that communication via texting and instant messaging
sometimes “technology overpowers our life” and instead of email communication. Further studies
that they were frustrated by “how much I have to should pursue in-depth use of texting in the
rely on it.” workplace. This rise in texting may indicate a
decline in email in the future. More research over a
longer period of time could determine the accuracy
of these potential trends.
Limitations This study examined how
communication habits of Generation Z respondents Other limitations of the study include the lack of
impact their expectations of workplace generalizability as a result of our methods.
communication. It has some limitations. Although we did conduct a survey, the respondent
pool size and investigative scope of the survey best
The survey and the interviews revealed the situate this article as an indicator of possible
viewpoints of a highly educated, technologically trends to investigate further. We chose interviews
savvy, and ambitious group of older members of to support the survey results instead of surveys to
Generation Z. One limitation of this study concerns support interview results. Putting the interviews
the contested nature of using “generations” as a first may have changed the types of questions we
meaningful marker for study. A generation is a used in the interviews. This is a potential area of
capacious frame that includes highly diverse development for future research.
populations [22]. Still, we felt that it was a useful
frame to investigate due to the continued interest A final limitation is in reference to the technological
in generations as shorthand for users of particular and societal changes of 2020. Data collection
age groups [10] and the real need for research on concluded mere days before COVID-19 emerged
new entrants into the workplace [29]. We could prominently in the US. Respondents’ frustrations
have investigated 18- to 24-year-olds without using around inappropriate technology use indicated
the Generation Z frame, but not using the term interest in a return to more personal and focused
would have been conspicuous because of the interaction via technology, such as
term’s common use in describing this videoconferencing and live chat meetings. Further
contemporary age bracket. studies of how Generation Z respondents react to
videoconferencing and live chats after heavy use of
This point-in-time study should be supplemented both during the COVID-19 pandemic should be
with longitudinal work to further investigate how conducted.
members of this population integrate into the
workforce and potentially change it. Not having
known a life without smart technology has shaped
DISCUSSION
our respondents’ viewpoints, attitudes, and habits.
People born from 1995 to 2012 have never known a Communication Habits and Behaviors of
world without personal smart technology, but they Generation Z in the Workplace The members of
are self-aware of both the challenges and Generation Z in this study represent a mobile and
opportunities facing their generation. Generation Z technologically sophisticated group. With more
will bring their particular expectations and than 99% of Generation Z members owning a
experiences to the workplace, and that background personal smartphone [1], it is no surprise that the
will ultimately shape the future of work. Following use of personal devices has affected their habits
their experiences over time could prove and attitudes regarding technology. The results of
enlightening. our study revealed some unique habits, behaviors,

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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 149

and attitudes of Generation Z respondents have an unrealistic and idealistic picture of the
concerning workplace communication. These work environment [15], [23]. The Generation Z
findings can help companies prepare more respondents’ genuine surprise at what they
effectively for incoming young workers by pushing considered “inappropriate” supports the viewpoint
back on unhelpful stereotypes in the workplace. that respondents’ expectations of what
These findings can also help teachers prepare professionalism looks like are perhaps unrealistic
students effectively for the workplace. and idealistic.

Acceptability of Personal Smartphone Use In response to their perceptions of inappropriate

Many Generation Z respondents were surprised by use, Generation Z respondents self-regulated their
the amount of personal smartphone use in the smartphone use behaviors. They did not want to
workplace. A majority of those surveyed (67%, n = use their smartphones inappropriately and appear
130) reported having access to their phone unprofessional in the workplace. This finding
throughout the workday. Even among the 33% (n = pushes back on negative stereotypes [22] about
64) that reported not having access to their phones, members of Generation Z by suggesting that the
just under half (n = 30, about 15% of the total generation with the most technology use in their
surveyed) were officially prohibited by a specific educational development is more keenly aware of
organization’s policy. The rest felt that their job how technology interacts with professional life than
duties, such as working with children or others expect.
customers, prohibited them from using their
phones. The Generation Z respondents expected Companies that maintain smartphone use policies
less personal smartphone use in the workplace should ensure that policy enforcement is uniform
than they were met with, as they reported being across age brackets. Companies that do not
surprised at their co-workers’ unregulated maintain smartphone use policies should consider
smartphone use. Thus, researchers’ concerns that incoming young workers are being trained and
about how prepared this generation will be when socialized into expectations of professionalism
transitioning from a school environment with rules regarding smartphone use at work that are not
around smartphone use to the workplace [8] being met by their workplaces. Although each
seemed to be unfounded in this study. If many workplace develops its own culture and etiquette,
companies do not state or enforce smartphone use Generation Z respondents felt that their
policies, then teachers should adapt to this reality expectations of professional behavior were not
and prepare students for a workplace of being met by their co-workers. This could lead to
smartphone use. interpersonal tension or confusion over time.

Inappropriate and Unprofessional Use Although Awareness of Negative Impacts of Technology

Generation Z respondents were surprised at how Requiring Self-Regulation (Needing a Break)
acceptable personal smartphone use was in the Much research investigates the perceived negative
workplace, they also expressed much frustration at impacts of technology use among young people,
what they viewed as inappropriate and such as deficient critical thinking and
unprofessional use of smartphones on the job. problem-solving skills [25], as well as gaps in
They were surprised at the frequency, locations, written and spoken communication [21]. Yet
and times that co-workers, managers, and even Generation Z respondents in this study were keenly
clients were using their phones. They also noted aware of the perceived negative impacts of
their own habits of looking at their phone at times technology.
that they felt were inappropriate, such as when
working with other people. Much current research Research has also found negative perceptions by
views Generation Z members as unaware of older generations of smartphone use by younger
business etiquette [21] and having poor in-person generations [15]. Generation Z respondents were
communication skills [6]. Generation Z aware of these negative perceptions. Many
respondents in this study did not fit this narrative. indicated that they were actively trying to mitigate
Instead, respondents expressed frustration at what the negative impacts and negative perceptions by
they believed was unprofessional behavior by limiting their time on smartphones in both their
others in the workplace, who they believed were personal and professional lives. The respondents
looking at their smartphones too frequently, as well noted personally “taking breaks” from technology.
as at inappropriate times and places. Furthermore, Professionally, many respondents noted choosing
the literature suggests that Generation Z workers not to use their phones when they were meeting

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150 IEEE TRANSACTIONS ON PROFESSIONAL COMMUNICATION, VOL. 64, NO. 2, JUNE 2021

with clients, working with co-workers, or focusing from respondents’ academic to their professional
intently on a work task. Respondents considered lives; this study supports previous findings that
phone use at these times, among others, as note a crossover between contemporary students’
unprofessional smartphone use in the workplace. private, academic, and professional lives [7].
Again, employers should resist negative stereotypes Respondents also noted an interweaving of
of young workers [22]. technology-enabled work with nonwork tasks as
more workers bring their personal devices into the
Teachers should also consider some students’ workplace [28]. Both professionally and personally,
awareness of the effects of technology use when the Generation Z respondents expressed concerns
developing plans for teaching with technology. This about the blurring of the lines that constant access
is a topic that some, but not all, students are aware to technology enables. Respondents felt concerned
of. Teaching to this concern could be helpful to about not being able to truly disconnect.
students by supporting and enhancing existing
knowledge in some students, while introducing
other students to the concepts. Using Personal Phone for Work Activities
Almost half (48%, n = 88) of Generation Z
As noted, Generation Z respondents were aware of respondents use their personal smartphone for
both the positive and negative effects that work tasks. Texting co-workers or clients, emailing,
technology has had on their lives. They appreciate taking photos for work, and note-taking for work
the positives but expressed a need to mitigate some were the top activities reported. The interviews
of the negatives by taking breaks from technology. indicated that respondents used their own
Many mentioned that they wanted to take a break technology because it was convenient. This finding
from or decrease their use of their smartphone. supports previous research on Generation Z and
Much research has examined the theory that multitasking activities, which found that students
Generation Z does not perceive a hard separation often used their smartphone for homework while
between online relationships and in-person intermixing personal activities such as listening to
relationships [12]. Research also suggests that music [8]. Since young people already blend
being always online negatively affects in-person personal activities with classwork, it is not a
communication [15], [16]. However, little research surprise that they would also blend personal and
has investigated how members of Generation Z professional activities on their smartphones.
actually feel about these theories. Because Generation Z has always used personal
technology in the classroom, it is not surprising
Contrary to some research, this study found that that the they would transition their use of personal
Generation Z respondents wanted to create some technology to the workplace. For example, two
separation between their digital and in-person interview participants in sales roles reported that
lives. To accomplish this separation, respondents they preferred to receive their work voicemail and
noted a number of ways that they go about “taking email messages on a single personal device
breaks” from technology. One way was by deleting because it made things more efficient.
apps that they felt wasted time, such as games or
certain social media sites. Another was by cutting
back on technology use. The behavior of “taking a Personal Activities During Work Generation Z
break” shows that Generation Z respondents do not respondents noted blurred boundaries between
necessarily desire to be “constantly online” and are personal and work life, and felt comfortable with
looking for ways to disconnect occasionally. completing personal tasks on their smartphones
during work hours. As previously noted, there were
Overlap of Work and Personal Activities many concerns from the Generation Z respondents
Although Generation Z respondents are used to about looking unprofessional by using their
being online constantly in their personal lives, there smartphones in the workplace for personal
was growing concern about the expectation of being activities. One of the effects of almost always having
available professionally 24 hours a day, 7 days a access to a smartphone regards the anxiety of
week. Professional use of technology made them missing something important when voluntarily or
feel the need to be responsive and immediately involuntarily not having access to that technology.
available to any and every request. Participants in Even as they expressed concerns around appearing
the study felt that they could never “fully leave unprofessional, Generation Z respondents to the
work.” Some worried that “sometimes technology survey and interviews stated the need to check
overpowers our lives.” This concern has extended their phones at inappropriate times during work.

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DAWN AND CARRADINI: GENERATION Z WORKPLACE COMMUNICATION 151

Previous research suggested that Generation Z as their most-used way to talk to friends. Recent
does not know how to exist without smart research agrees that students do not prefer email
technologies [7]. This study supports those findings as a communication method [10]. The differences
in a limited way. Respondents did want to take in this study between personal and professional
breaks, perceiving existence with limited or no use of email show Generation Z respondents’ ability
technology as positive. However, they still struggled and willingness to adapt to workplace norms. This
with boundaries in their personal and professional finding supports earlier research covering contem-
use. We also confirm that one of the underlying porary student opinions on email being used only
feelings of some Generation Z respondents was for communication with professors [14]. This study
mild anxiety or fear of missing out when they did expands and validates the opinion that although
not have access to their phones. These feelings of Generation Z respondents do not prefer email,
anxiety may explain some behaviors from the they will use it to communicate in the workplace.
Generation Z respondents, especially when there is
so much acceptable overlap between personal and Employers may not need to adopt new technologies
professional smartphone activities. specifically for Generation Z workers, as Generation
Z has shown a willingness to adapt to existing
Our findings paint a complex picture of Generation professional communication media. As such,
Z respondents’ feelings about ubiquitous teachers of professional communication may be
technology, depicting a variety of positive and able to add emerging technological communication
negative effects. This complex picture of technology media into their classes while not abandoning
use in the workplace suggests that although discussion
negative stereotypes of young people should be of currently existing communication technologies.
avoided, there are still valid concerns about
technology in the workplace that employers should
CONCLUSION
seek to manage. Employers should note that even
though it is possible to be online at all times, young Generation Z is unique: they do not know a world
workers may not want to be online at all times. without personal smart technology. Yet they are
Policies and conversations surrounding employer aware of both the challenges and opportunities
expectations for response times in various facing their generation’s use of technology.
communication media would be beneficial for Generation Z will bring their particular
young workers and the company at large. Young expectations and experiences to the workplace,
workers want boundaries in their lives, and which will ultimately shape the future of workplace
companies can benefit from potential goodwill from communication. The concerns of Generation Z
employees by supporting practical efforts towards respondents around the overlap of personal and
work-life balance. professional lives may benefit both areas of their
lives, as they work to define what work-life balance
Email Use Still Prevalent means in the current reality of being always-on and
Respondents reported adapting their habits always available via technology—the only reality
to meet workplace performance expectations, such that Generation Z has ever known.
as using email professionally (which they do not
do in their personal lives). Ninety percent (n = 160)
of Generation Z survey respondents reported that ACKNOWLEDGMENT
they use email at work, making it the dominant
The funding for this study and interview
platform for work communication. When using
compensation were provided by a Graduate
their personal phones for work activities, 55%
Research Support Program grant sponsored by
(n = 48) of the respondents reported that they
Arizona State University’s Office of the Vice
email co-workers and clients. This finding conflicts
President of Research and Economic Affairs and
with the respondents’ personal use of email:
The Graduate College.
0% of Generation Z respondents selected email

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Dawn Janssen received the B.S. degree in Business Stephen Carradini received the B.A. degree in Journalism–
Administration with a major in Marketing from the University of Professional Writing from the University of Oklahoma, Norman,
Arizona, Tucson, AZ, USA, and the M.Sc. degree in Technical OK, USA, in 2009, the M.S. degree in Technical and Professional
Communication from Arizona State University–Polytechnic Communication from Auburn University, Auburn, AL, USA, in
Campus, Mesa, AZ, in 2020. She is a Communications Manager 2013, and the Ph.D. degree in Communication, Rhetoric, and
with the Center for Accelerating Operational Efficiency, A DHS Digital Media from North Carolina State University, Raleigh, NC,
Center of Excellence, led by Arizona State University Tempe. USA, in 2017. He is currently an Assistant Professor with the
Prior to joining ASU in 2018, she worked to advance revenue Technical Communication program, Arizona State
goals for companies ranging from technology start-ups to University–Polytechnic, Mesa, AZ, USA. He studies professional
Fortune 500 brands, such as Avnet and First Solar. social media, inter/disciplinarity, and extra-organizational
individuals. He has authored/coauthored in IEEE TRANSACTIONS
ON PROFESSIONAL COMMUNICATION, Business and Professional
Communication Quarterly, and New Media and Society.

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