Bridging the Generation Gap - ARMA Dallas · Bridging the Generation Gap Bridging the Generation Gap| 29 Flexibility •All generations appreciate the flexibility of being able to

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Bridging the Generation GapCommunicating and Collaborating in a Multigenerational Workplace

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About Me

Melissa HenleyDirector of Customer ExperienceLaserfiche@ECM_marketeer

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01Why Multigenerational Communication Matters

02 The Technology Generation Gap

03Communication Techniques that Work

04Three Ways Technology Can Unite a Multigenerational Workforce

05 Takeaways and Q&A

What We’ll Cover Today

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Why Multigenerational Communication

Matters

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Five Generations Working Together

Silent Generation(1928-1945)

Boomers(1946-1965)

Gen X(1966-1980)

Millennials(1981-1996)

Gen Z(1997-2009)

2%Age in 2020: 75+

25%Age in 2020: 55-74

33%Age in 2020: 40-54

35%Age in 2020: 24-39

5%Age in 2020: 19-23

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Characteristics Silent Generation Baby Boomers Gen X Millennials Gen Z

Transformative Experiences

• Second World War• Rationing• Rock ‘n’ Roll• Nuclear families

• Cold War• “Swinging Sixties”• Apollo Moon landings• Woodstock• Rise of the teenager

• End of the Cold War• Fall of the Berlin Wall• Reagan/Gorbachev• Challenger explosion• Latch-key kids

• 9/11 terrorist attacks• Social media• Invasion of Iraq• Reality TV• Google

• Climate change• Energy crisis• Arab Spring• Self-produced media• Wikileaks• COVID-19

Aspiration Home ownership Job security Work-life balance Freedom and flexibility Security and stability

Attitude toward technology

Largely disengaged Early IT adopters Digital immigrants Digital natives

“Technoholics” – entirely dependent on

technology, limited grasp of alternatives

Attitude toward career

My job is for lifeMy career is defined by

my employerI’m loyal to my profession,

but not my employerI work “with” my

organization, not for itCareer multitasker

Signature product Automobile Television Personal computer Tablet/smartphoneAmazon Echo, 3-D

printing, driverless car

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It’s Easy to Stereotype. Don’t Do It.

•Age isn’t the only factor that impacts communication

•Consider industry, corporate culture, gender differences

•Don’t automatically default to the negative

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Strategies to Consider

•Don’t underestimate the importance of relationship building

• Encourage staff to discuss differences and learn from each other

•Don’t assume, explain!

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Communication Techniques that

Work

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The Communication Disconnect

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TRADITIONALISTS

• Let’s have an in-person conversation

• Respectful• Formal• Letterhead, handwritten

note, memo

BABY BOOMERS

• Call me on my cell• Step into my office• In person• Phone calls• Semi-formal

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GEN X

• Send me an email• Irreverent• Call me only at work … but

don’t leave me a voicemail, I’ll never listen to it

• Direct and immediate

MILLENNIAL

• Text me• Informal• Social media• Don’t send me email, I

won’t read it

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GEN Z

• Snap me• Meme culture• TikTok, Snapchat• Born digital• Activist

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Types of Business Communication

Internal Upward

From a subordinate to a manager

Internal Downward

From a manager to a subordinate

Internal Lateral

Between peers or colleagues

ExternalTo customers or

citizens outside the organization

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Build an Arsenal of Communication Techniques

Silent Generation(1928-1945)

Boomers(1946-1965)

Gen X(1966-1980)

Millennials(1981-1997)

Prefer formal communication

Try one-on-oneBe direct; balance the

professional and personalUse technology

(text, emails, social media)

Gen Z(1997-2009)

Meet in-person; they want to be taken seriously

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Don’t Forget Authenticity

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Takeaways

•Develop – and document –ground rules

• Establish email guidelines

•Understand individual team members’ preferences

•Offer regular technology training to employees, regardless of generation

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The Technology Generation Gap

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Tech is Key to Attracting Talent

• Technology = flexibility

•71% of millennials say tech influences whether or not they take a job

•80% of Gen Z want to work with cutting-edge tech

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But Tech Use Differs Between Generations

• 92% of Millennials own smartphones, compared with 85% of Gen Xers and 67% of Baby Boomers

• Younger generations prefer smaller screen sizes, while Gen X and Boomers own more desktops and tablets

• 65% of Millennials and Gen Z interact more with each other online than they do in the real world

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The Technology Generation Gap

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Generational Work Preferences

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Defining Communication Channels

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Three Ways Technology Can Unite a Multi-Generational

Workforce

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Engagement

• Technology can’t replace personal contact

•Don’t overlook the benefit of training (especially multi-generational mentoring)

• For success, your corporate culture must support the goal of any technology

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Collaboration

•Collaboration technology should be a part of business processes

•Helps older workers document and transfer knowledge

• Shows younger worker how they fit into the bigger picture

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Flexibility

•All generations appreciate the flexibility of being able to work remotely

• Think about how tech can help: video conferencing, chat, collaboration tools, project management software, workflow automation, web forms, etc.

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Takeaways

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Takeaways

•Don’t overuse technology. It should solve problems – not create new ones

• Technology needs to support HR policies, not do the heavy lifting

•Be open to new ideas from employees of all ages/roles

Get in touch!

Melissa Henleymelissa.henley@laserfiche.com@ECM_marketeerlinkedin.com/in/melissahenley