Virtual Work Communication During a Pandemic—The Moderating Effect of Technology Expertise on Technology Overload

Abstract

The coronavirus disease (COVID-19) pandemic and its accompanying restrictive measures have led to a sudden digitalization of all areas of work and to many knowledge workers now working entirely from home. Especially, the use of information and communication technologies (ICT) has been associated with negative outcomes such as technology overload. Interacting with technology is dynamic and employees often have to face negative ICT events that are related to the technology’s characteristics (e.g., system reliability). In this preregistered study, we aimed to link ICT events with employees’ technology overload during a phase of intensive telework. In a daily diary study over the course of 2 weeks, we investigated how ICT events impact technology overload. Additionally, we explored how technology overload as well as professional isolation due to current pandemic-related restrictions impacts employee strain. Multilevel regression modeling was used to explore the described relationships. ICT events were a significant predictor of technology overload and a significant interaction effect of objective technology expertise was found. Technology overload further impacts ICT-related strain. No significant effects were found regarding professional isolation. Gaining a better understanding of the relationship between ICT events, technology overload, and technology expertise during a phase of extensive telework will help to develop training and support for employees to improve their interaction with virtual communication systems during times of social distancing and beyond.