The Workforce Tech Divide: How IT can support different generations
DELIVERING IT SERVICES AND SOLUTIONS IN LONDON AND THE UK, TAILORED TO YOUR BUSINESS NEEDS
Unlock Your IT Power
DELIVERING IT SERVICES AND SOLUTIONS IN LONDON AND THE UK, TAILORED TO YOUR BUSINESS NEEDS
Unlock Your IT Power
It’s no secret that different generations interact with technology, and by extension with IT support, differently. In offices across the UK, the millennial cringes in horror as a Baby Boomer senior executive struggles to save as a pdf; meanwhile, a Gen X middle manager shake their heads at their Gen Z’s reports’ TikTok and ChatGPT obsession.
But do these anecdotes form part of a wider trend? If so, should IT support adapt their practices to best serve different generations?
In this article, we’ll look at three different generations in turn and how they can be best served by IT teams.
It’s no secret that different generations interact with technology, and by extension with IT support, differently. In offices across the UK, the millennial cringes in horror as a Baby Boomer senior executive struggles to save as a pdf; meanwhile, a Gen X middle manager shake their heads at their Gen Z’s reports’ TikTok and ChatGPT obsession.
But do these anecdotes form part of a wider trend? If so, should IT support adapt their practices to best serve different generations?
In this article, we’ll look at three different generations in turn and how they can be best served by IT teams.
Let’s start by taking a look at what you may expect from each generation in the workforce: their attitudes and technical aptitude.
Boomers refers to the generation born between 1946 and 1964. As you might expect from this age group, many are now retired or preparing to do so. Yet 49% of Boomers either expect to carry on working past the age of 70, currently are working past 70, or simply do not plan to retire, meaning they cannot be overlooked as an employee population.
Recent trends have also seen Boomers become the butt of many jokes, particularly from their younger counterparts. Articles and TikTok reels abound bemoaning the woeful technological incompetence demonstrated by this generation, many of whom occupy seats of power in boardrooms and staterooms across the world.
And yes, while Boomers experienced their fair share of technological evolution when entering the workforce (think the advent of computers, the introduction of email, and the early stages of workplace automation), they’re often characterised as not ‘up-to-date’ with the latest technological advancements. In fact, many associate Boomers with a suspicion of tech in general alongside a reluctance to adapt to new technology.
Rather than viewing technology as an inseparable element of life as later generations may, many Boomers view it simply as a tool to enhance efficiency. In general, they appreciate the functional aspects of technology, such as email and database systems, and its ability to streamline tasks. In terms of attitudes, they place a premium on the stability and reliability of their workplace tools, often preferring familiar and well-established tools – and when it comes to communication, face-to-face interactions and phone calls trump video conferences.
Generation X, born between 1965 and 1980, aren’t in the spotlight anywhere near as often as their Boomer and Millenial counterparts. But they make up the highest percentage of start-up founders, and by 2028, Gen Xers will outnumber Baby Boomers, meaning they shouldn’t be overlooked in any IT strategy.
Known for adopting a balanced approach to technology, Gen Xers appreciate both the efficiency of digital tools and the reliability of traditional methods, allowing them to navigate diverse work environments with ease. Again, they value technology as a tool rather than a constant presence in their personal lives, and appreciate stability and reliability in workplace tools. However, they may be more adaptable than the previous generation, and open to adopting new technologies
Millennials, born early 80s to late 90s, entered the workforce during a transformative period of technological innovation. The rise of social media, the increasing prevalence of smartphones in personal lives, and the integration of technology into the workplace through collaborative platforms and remote work options sets the scene for their introduction into the workplace.
The Millennial approach to professional technology has been shaped accordingly: they see it as a means to foster collaboration, and particularly appreciate tools that foster teamwork, streamline communication, and provide flexibility. As a result, they often gravitate towards cloud-based platforms, project management tools, and digital communication channels.
In contrast to the humorous jabs often directed at older generations, Millennials face their own set of stereotypes: accusations of being entitled or overly reliant on technology are common. In terms of communication, this may have some founding: Millennials often prefer digital channels over traditional face-to-face interactions or phone calls. Video conferences, instant messaging, and collaborative platforms are their go-to modes of communication.
Yet the tech-savvy Millennials are quick to adopt new tools and platforms, driving the demand for flexible and collaborative work environments. They value innovation and prioritise workplaces that offer cutting-edge tools and digital solutions.
The youngest working generation are true digital natives. Born after the mid 1990s and before the mid 2010s, they grew up in a world dominated by smartphones, social media, and instant connectivity. The extent to which their childhood was shaped by advanced digital technologies has naturally resulted in a natural affinity for tech. For Gen Z, tech is an essential and natural part of their existence: virtual communication is practically a second language.
For Gen Z, innovation is the name of the game when it comes to technology, not productivity. They expect their workplace to align with the latest technological advancements, be it augmented reality, VR, or virtual assistants.
Of course, IT Support is there for all employees. An effective user-centric approach should take into account the different needs and preferences of each generation, and recognise that a one-size-fits-all solution may not be effective.
What elements should an IT team consider when designing a support strategy fit for everybody?
Offer support through multiple channels to accommodate various communication preferences. This includes traditional methods like phone and email for Baby Boomers, instant messaging for Millennials, and AI-driven chatbots for Gen Z. Ensure that each generation can access support through their preferred communication medium.
This should extend to your helpdesk services. Any helpdesk should prioritise responsiveness, but the best will offer a range of ways to get in contact so the user can get support in the way that suits them best.
Develop personalised training programs that cater to different learning styles. Offer in-person sessions for generations who may prefer hands-on training, interactive webinars for those who need a lighter touch, and self-paced online courses with gamified elements for Gen Z.
Implement cybersecurity awareness programmes that educate employees across generations about the importance of maintaining security best practices. Address concerns related to data privacy and ensure that all employees are well-informed about cybersecurity threats. Take the differing levels of existing cybersecurity knowledge into consideration when creating these programmes: digital natives may already know the basics and could benefit from an advanced course to keep them engaged.
Millennials and Gen Z alike are likely to be heavy users of mobile devices. Ensure that IT solutions are mobile-friendly and optimised for various devices, including mobile apps for communication, project management, and other essential tasks.
Each generation brings unique perspectives, preferences, and experiences to the table, and recognizing and embracing this diversity is key to unlocking the full potential of the workforce. Of course, each individual is different, and over reliance on generalisations is a recipe for disaster: IT support should be catered to the population of a specific business and prioritise the user as their main unit.
However, understanding the different preferences and attitudes towards technology that exist in the workplace can help form an IT support strategy that leaves no one behind. By embracing the diversity of generational perspectives and tailoring technology solutions to individual needs, organisations can foster a connected, engaged, and forward-thinking workforce, ensuring that IT support becomes a catalyst for collaboration and success in the digital era.
