RETHINKING OFFICE AUTOMATION

Abstract

The debate regarding the impact of technology on work organization and the quality of work life is gaining momentum as a result of office automation and its influence on large numbers of "office” jobs. This paper argues that current approaches to implementation of office automation technology are based on faulty assumptions about both technology and work organization. The result has been systems which fail to live up to the claims of dramatic increases in productivity that typically accompany their implementation. The paper compares information technology to production technology and reviews relevant research on impacts of technology on work organization and management control. An approach to the implementation of office automation systems is proposed, which is based on a new concept of "offices" and "office work”. In essence, technology is the facilitator of a wider range of choices in organization and control of office work than was previously possible. When these new choices are considered, the technology can be applied to both improve organizational productivity and effectiveness and to accommodate employees’ needs for flexibility and a high quality work life.