Insights and ideas to help your business grow


Issue No. 19, May 2015
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The Skeptic's Guide to Productivity

Everyone's looking to make the most of their time. We have calendars and schedules to keep us punctual, task lists to keep us on track, apps and cloud storage to keep us organized. We've got deadlines to meet, projects to complete, calls and emails to return in a timely fashion...and that's just at work.


The inevitable backlash has arrived, taking the form of cute slogans like "work smart, not hard"; reports on how much more productive European workers are as a result of getting four or five weeks' paid vacation each year; opinion pieces in the Times by Tony Schwartz, master of "sustainably high performance," touting his system of getting a day's worth of work done in three 90-minute sessions with plenty of time left over for naps, contemplative nature walks, and, of course, writing op-eds for the newspaper.

Right. Because that's feasible for most people.

For the rest of us overburdened, under-rested American workers, here are a few pieces of practical advice for making the most of our long day, no expatriation or career changes required.

Timing isn't everything...but it is something

Never mind the people who want to convince you that there is one precisely right time of day to perform any given task; you're better off trying to leverage your own circadian rhythms than being picky about what you're accomplishing in any given minute. In general, we as a species tend to be most alert several hours after we've woken up, so mid-to-late morning is probably a suitable time for serious concentration and productivity.

A few hours later, we are considerably less productive as we experience postprandial sleepiness (again, some Europeans seem to have the right idea, indulging in after-lunch siestas). Muscle strength increases in the second half of our workday, making late afternoon the ideal time for a workout.

Creativity also seems to peak in the post-lunch hours; apparently focus and inspiration are often mutually exclusive. Take advantage of what your body is trying to tell you, and schedule your tasks accordingly.

Lose the long list

If your to-do list looks anything like mine, it's loaded down with overly ambitious tasks you probably can't accomplish within the next year or so ("have a completely paperless office"), and tasks that were so minor when you assigned them to yourself that you put them off and now can't remember if they're important or not, or even if you did them ("email Joe about the guy with the thing"). We also tend to substitute list-making for action, filling our lists with things we can't possibly do and kidding ourselves that we've begun to accomplish them simply by acknowledging them.

Tear it up and start again. GQueues, essentially an online to-do list, lets you organize and prioritize your tasks, synchs with your other Google accounts, works on mobile and desktop, and, unlike a slip of paper, cannot fall out of your pocket on the subway.

Put aside a few minutes at the end of your day to make a to-do list for the next day. Try to limit it to the tasks you can reasonably complete in any given workday. Few things are more discouraging than putting in a full day without feeling like you've accomplished anything.

Feel free to sneak in a few five-minute activities that you do every day anyway (return a couple of calls or emails, take out the trash, check in with your mother), because it just feels damn good to cross things off your list, and it's a guilt-free way to reward yourself.

And don't forget to include some breaks in your agenda....

More slacking = increased productivity

Working long hours without taking regular breaks is bad for our bodies, our psyches, and our productivity. A study done at the University of Illinois at Urbana-Champaign measured the productivity (completing a task) and memory (subjects were given a few random words at the start of the study and asked if they could remember them later on) of four groups of people working in 50-minute sessions; one group took two short breaks, the other three didn't.

"It was amazing," said Professor Alejandro Lleras, who led the study, "that [the break-taking group's] performance seemed to be unimpaired by time, while for the other groups performance was so clearly dropping off." Not only did the breakers keep their productivity level high, but they remembered more of the words from the memory test.

Unlike flagging energy, declining productivity isn't necessarily something you'd notice right away. Certainly not in just 50 minutes. So if you start out every day with the best of break-taking intentions--lunch in the park! Ten minutes of walking for every hour spent at your desk!--and find that once you dive into your work, you get so busy or just lose track of time that all of a sudden it's time to go home and you haven't even gotten up to stretch your legs, try scheduling yourself some slack time.

Set an alarm on your phone if you have to. Arranging to eat, walk, or even just schmooze with someone else for a few minutes works well; you're less likely to skip a break if someone is counting on you to take it with them.

The ballad of Henry Ford

101 years ago, Henry Ford, automobile pioneer and inventor of the assembly line, did something unheard-of. Looking to decrease turnover, improve the quality of his workforce, and encourage his employees to buy the cars they produced, he offered all workers a salary of $5/day (which for many of them was a 100% raise) and cut their workday from 9 hours to 8.

To the dismay of their competitors, Ford Motor Company's retention rate rose, they attracted a higher caliber of employees, training costs dropped as those higher-caliber employees took it upon themselves to help with training, productivity increased, and in two years their profit had grown from $30 million to $60 million. (Make no mistake--Ford was no champion of the proletariat. But his plan worked like a charm.)

According to a Gallup poll, full-time employees in the US work an average of 47 hours a week. And yet, productivity levels decrease by about half when people work over 8 hours a day. And the more extra time you spend on the job, the worse it is for your body, too. The combination of long periods of stress, raised blood pressure, and lousy diet puts those who regularly work over 11 hours a day at a much greater risk for heart disease.

Studies from the past 100+ years show that routinely working over 40 hours a week also correlates with more on-the-job accidents and employee burnout. In fact, the evidence was so convincing that even during World War II, when American manufacturing needed to be running at breakneck speeds, most companies capped their workers at 40 hours.

If it's feasible for you, getting out at a reasonable hour and leaving work behind when you head home may be one of the most productive things you can do. So go take a stroll, relax, and if you feel weird about enjoying the springtime when you should be at work, just remember that leaving refreshed and looking forward to the next day will allow you to be even more productive tomorrow.

 


Taking a Look at Invisible Disabilities


When we think "disability," often the first thing that comes to mind is a wheelchair--just look at the universal "handicap" symbol. But as of 2009, workplace protections cover a broad range of disabilities--including "invisible disabilities."

 

A worker might have a condition--from epilepsy to diabetes to colitis to depression to chronic fatigue--that you can't see, but that may need accommodation and understanding. Invisible disabilities are just as real as visible ones, both when it comes to the difficulties a worker may face and the help they may need, and in the eyes of the law.

 

The Invisible Disabilities Association (IDA) estimates about three quarters of Americans with disabilities, or seven percent of all Americans, don't use visible help, like a wheelchair or cane. So it's no surprise that most employment disability discrimination charges brought before the Equal Employment Opportunity Commission (EEOC) cite invisible disabilities, according to the Employment and Disability Institute at Cornell University.

 

Here are three ways to make sure your employment practices follow the law, and help you hire and hang on to skilled and valuable employees who may have invisible disabilities:

 

1. The Interview:

 

Under the Americans with Disabilities Act (ADA), an employer can ask if the candidate is able to perform the job (with or without accommodation)--but not delve into any specifics about the disability itself.

 

Many people with disabilities need no accommodation, or minimal accommodation. An employer only needs to know enough to provide necessary accommodations, and that has nothing to do with assessing a prospective employee's job qualifications.

 

2. Accommodations Are Worth It:  

 

Most accommodations are simple and cost nothing--like providing time for an employee with diabetes to check her blood sugar and have a snack. When Sears reviewed all of the accommodations made for workers with any disability (visible or not) between 1978 and 1992, it found that 69% cost nothing, and 28% cost less than $1.

 

Even for that rare accommodation that does cost more, having the most qualified employee makes the best business sense--and passing over the most qualified candidate for someone who won't need a reasonable accommodation is in fact illegal.

 

3. Awareness:

 

One of the biggest and most problematic misconceptions is that invisible disabilities aren't "real." Invading an employee's privacy and demanding to know about a disability violates the ADA, but if a worker does feel comfortable sharing, it can be extremely helpful to know about and understand their disability.

 

Recognizing a seizure or diabetic ketoacidosis--and knowing what to do--can save a life, but everyday understanding is also vital, like not criticizing a worker for needing to rest or have a snack or use the bathroom.

 

Ultimately, the best way to avoid discrimination, and make sure workers with invisible disabilities will want to stay with your company, is to create a workplace culture where asking for help or accommodation is easy and acceptable, and neither management nor coworkers assume that someone is going to the bathroom often to avoid working, or taking a quick sit-down because they're lazy, or are "stupid" if they don't read well.

 

The EEOC offers helpful rules and resources to aid businesses in avoiding discrimination. We can also help. Talk to us about employment practice liability insurance, or about any questions you have about worker's compensation claims for invisible disabilities that may be especially tricky, like mental health issues, for example.

 

Visible or not, your employees' disabilities and needs are important to relate to--but ultimately just another part of a valued worker.

 

When Machines Get Insightful - Behavioral Analytics

 

I recently spent the better part of two days on the phone with tech support. I spoke with several different techs; they kept solving the problem, and it kept recurring. I had pleasant interactions with all but one tech: Dwayne.

 

Not only was he not helpful, but I found myself much more frustrated with him than with the others who had tried (and failed) to fix my connection issues. By the time I got off the phone with him, I was clenching my fists and grinding my teeth. It wasn't because he was unhelpful. He wasn't rude or nasty. His voice wasn't grating. But he never once offered any sympathy, or even said to me, "I'm sorry you're having this problem." Really, he just wasn't my type.

 

Mattersight, a company specializing in behavioral analytics software, might tell you that Dwayne has a Type Two personality--logical, responsible, organized--and that I have a Type One--compassionate, sensitive, warm. If we'd connected through a company that used Mattersight, I never would've gotten Dwayne on the phone--they'd've routed me straight to Rob, who loves cats, builds Celtic string instruments, and sang a little duet with me.

 

Mattersight has transformed the data gleaned from over a billion of their own customers' customer-employee interactions into millions of algorithms that "automatically decode every second of captured human interaction." If that sounds intimidating or Big Brother-y, just think of your personality type as a zodiac sign that's determined by your behavioral characteristics and tone of voice rather than by the day you were born. You wouldn't set your abrasive Aries friend up on a blind date with an overly sensitive Pisces if a more compatible Leo was available.

 

Besides, Mattersight isn't just compiling and analyzing customer stats, but employee stats as well--it can be used to identify key areas where each worker needs coaching, and even to detect fraudulent incoming calls for financial institutions and P&C insurers. Combining analysis of voiceprints, non-linguistic data like response time, and account data such as phone numbers, they create predictive models which score each call for potential fraud.

 

Other companies have developed behavioral analytics tools for more retail-oriented businesses. Are you looking to gather behavioral data for your brick-and-mortar location? Scanalytics' floor sensor analytics can tell you which product displays are most appealing, determine which booths got the most traffic at an event, or even work as a home security system.

 

Scanalytics pulls data from 1/32" thick touchpads, designed to be laid beneath carpets or floor mats. Their system can also respond on the spot-for instance, if a customer spends more than 60 seconds looking at a display, a sales associate will receive a text instructing them to attend to the customer.

 

Another group of behavioral analytics companies have products that directly target the needs of specific industries. Datameer has a program for game developers that tracks player engagement and in-game events during beta testing, and delivers suggestions on how to target advertising, keep players playing longer, and identify those users most likely to pay for games.

 

It was really only a matter of time before computers evolved from the ability to analyze our mouse clicks to the ability to parse meaning from the vocal and sensory hints we drop. What I want to know is, what's next? Computers that can deduce frame of mind based on the pheromones you emit, or the smell of your sweat? An Uber algorithm that routes you a driver with a compatible driving style, with extra-slow cabbies for the over-80 crowd, speed demons for businessmen on the go, and drunk anti-Semites for the Mel Gibsons of the world? Movie theaters that recommend mood-appropriate titles based on your facial expression?

 

And what about the rest of us? How long will it be before smaller businesses can make use of behavioral analytics software? Right now, these services are only within reach for the really big guns--United Healthcare uses Mattersight to analyze agents' phone calls; Scanalytics works for the likes of Microsoft and Anheuser Busch--but as technology ages, it generally becomes more accessible and affordable for the masses.

 

After all, it took 30 years for GPS tracking to go from conception to consumer availability, with the first models retailing for $3000. It only took half as much time for that price to drop about 90%, and about half again as much time for all smartphones to come standard with a free GPS that works better and faster than the standalone units you pay for. Maybe we don't have far to go before our phones come with free behavioral analytics software, too. 

 

 

 

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All content © 2015 Professional Marketing Associates, Inc. This newsletter is not intended to provide specific legal or insurance advice. Please consult your individual agent for further information on the topics covered.