2 ICT IN THE WORKPLACE


Changing the way we work I


n the past, many people stayed in the same job for their whole life. When ICT first appeared in the


workplace, many people feared they would lose their jobs to machines. This was true in some cases. For example, robots have replaced large numbers of production line workers in the manufacturing industry. Service industries, such as banking, also cut jobs when they brought in automated systems. However, while technology has made some jobs disappear, at the same time it has created new types of employment. These include jobs in areas such as software engineering and website design. Nowadays, people have to prepare for change, possibly involving retraining more than once.


The introduction of modern technology has not


caused high unemployment, but it has meant that workers need new skills. Many people have retrained so that they can find new work in customer service industries, like call centres. Some have moved into the ICT industry to work as developers or trainers. Others have learnt to do their old jobs in a new way. For example, typists and journalists now work with computers instead of typewriters. Some people find that new technology has changed their work and given them increased responsibilities. This can mean that their jobs are now much more interesting.


ICT is not only changing the nature of work, it is


also starting to change where that work is done. Most office workers travel to and from work every day. Now companies are starting to look at the possibilities of teleworking, or telecommuting, where staff work at home or from a telecentre. They use computers and telecommunications equipment to stay in contact with their office.


Telework has advantages for both employers and


employees. Firms save money because they do not need large offices. They can recruit people who live further away or who would find it difficult to work normal office hours: for example, women with children. However, it does mean that they lose direct control over their workers. Employees save time because they do not have to commute long distances and can organize their work to suit themselves. The disadvantage for teleworkers is that they work alone and may miss sharing ideas with their colleagues, or working as part of a team. They can also find it difficult to separate work and home life.


page xii The same systems that allow people to work from


home also allow employers to outsource work to cheaper areas. In Britain, firms have opened telecentres outside the major cities. They have opted for towns where office space and labour are not so expensive. However, there is no reason why work cannot be moved to cheaper parts of the world. Indeed, over the last few years, a number of multinational companies have closed call centres and data-processing centres in Britain and moved the work to India, where salaries are lower. More recently, however, some large UK companies have brought their operations back into the UK due to customer service issues. This is, perhaps, a good example of companies thinking about ICT in isolation without thinking of what’s best for the business or their customers.


The increasing demand for good ICT skills in the


workplace has also had an impact on the world of education. Many governments have responded by investing in new technology for schools so that pupils can learn both with and about computer-based systems. Universities now offer a whole range of ICT- related courses, which means that teachers have had to learn to use ICT to deliver lessons in the classroom or teach entire courses online. This kind of change is important because young people who have computer skills will have an advantage when it comes to finding work.


How, when and where we work is changing and


will continue to change. Success depends ultimately on whether we accept or reject this change. People have to be more flexible about the hours they work and the type of work they do. Nowadays, job security no longer comes from finding a job and staying in that job for life. It comes from having the skills and flexibility to adapt to change and being prepared to learn new things.


Changing the way we work 19


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