Seth Godin notes in his recent blog that smartphone users have hired their phones to accomplish certain tasks. With rapid increases in technology we are able to manipulate our phones to produce very effective results and we would be hard pressed to be able to work so efficiently without them.
I wonder how many smartphone users realise that their phones and the apps on them are also manipulating us?[bctt tweet=”Good customer service cannot be provided when we are slaves to our own phones.” username=”cath_gillespie”]
Godin points out, large organisations (whose apps we place on our phones as customers) are actually using us as products from which they make huge profits. These organisations are benefiting their profit margins from activities like advertising and the recording of a huge amount of data about every phone.
In addition, Simon Sinek in an interview with Tom Bilyeu on Inside Quest , explains that when we hear our phones ‘ping’ we experience a rush of dopamine. The chemical dopamine plays many roles in the brain. People associate a spike in dopamine with pleasure and motivation and a drop in dopamine levels as not pleasurable and demotivating. Dopamine predicts reward when a certain cue (linked with a reward or pleasurable outcome) grabs our attention. Hearing a ‘ping’ from our phones gets our attention as we predict the reward or pleasure of someone ‘liking’ our post on social media (i.e. they are paying attention to our posts – to our lives) or communicating with us– both of which can be affirming and pleasurable. And the feelings we experience from a spike in dopamine can be addictive.
Who is manipulating who (or rather what is manipulating us) when we check our phones every few minutes or immediately react to every ‘ping’?
Delivering good customer service, paying attention to our work tasks and behaving with professionalism cannot be provided when we are slaves to our own phones.
Can a New Year’s Resolution be to take back control of our actions so that we can use our phones with purpose and not be used by our phones?
Read more here about smartphones, work etiquette and conflict.