The Truth About Open Offices

Ethan  Bernstein; Ben  Waber

Article | Harvard Business Review | October 14, 2019

The Truth About Open Offices: There Are Reasons Why They Don't Produce the Desired Interactions

Abstract

It’s never been easier for workers to collaborate—or so it seems. Open, flexible, activity-based spaces are displacing cubicles, making people more visible. Messaging is displacing phone calls, making people more accessible. Enterprise social media such as Slack and Microsoft Teams are displacing watercooler conversations, making people more connected. Virtual-meeting software such as Zoom, GoToMeeting, and Webex is displacing in-person meetings, making people ever-present. The architecture of collaboration has not changed so quickly since technological advances in lighting and ventilation made tall office buildings feasible, and one could argue that it has never before been so efficient. Designing workplaces for interaction between two or more individuals—or collaboration, from the Latin collaborare, meaning to work together—has never seemed so easy. But as the physical and technological structures for omnichannel collaboration have spread, evidence suggests they are producing behaviors at odds with designers’ expectations and business managers’ desires. In a number of workplaces we have observed for research projects, those structures have produced less interaction—or less meaningful interaction—not more. In this article we discuss those unintended consequences and provide guidance on conducting experiments to uncover how your employees really interact. That will help you equip them with the spaces and technologies that best support their needs.

Keywords: Buildings and Facilities; Interpersonal Communication; Communication Technology; Design; Human Resources; Performance Productivity; Organizational Design;

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Citation:

Bernstein, Ethan, and Ben Waber. "The Truth About Open Offices: There Are Reasons Why They Don't Produce the Desired Interactions." Harvard Business Review 97, no. 6 (November–December 2019): 82–91.

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Nigel Le Quesne, CEO of Jersey-based financial services firm JTC, firmly believed that "shared ownership" was at the heart of his company’s successful track record. The firm had seen its revenues, profits, and number of clients and staff grow steadily throughout its over 30-year history, and management attributed much of its competitive edge to its culture in which engaged employee owners had fully aligned interests and collaborated for the greater good of the firm. Le Quesne had seeded the first employee benefit trust with some of his own equity when becoming CEO in 1998, making all employees—from the receptionists to top executives—direct shareholders in the firm. Over time, the employee owned equity had grown from 5% to 23% and the trusts created significant value that had already been directly distributed to employees in two past pay-out events. In 2018, after JTC’s successful IPO, Le Quesne and his leadership team have to decide if and how to adjust the shared ownership tools to their new public markets environment.

In this article, we summarize our research on the value of intermittency for complex problem solving at work and give practical advice on how organizations can improve the rhythm of their people's collaboration. Executives have been counseled to be collaborative leaders and to set the example at the top that they want to see in the rest of the organization. They have taken this message seriously, transparently devoting more and more of their days to in-person and online collaboration. By role modeling such ubiquitous use of collaboration technology, business leaders have helped define an era of always-on collaboration. It is now time to role model a more sustainable, productive rhythm (i.e., patterns of sound _and_ silence) of collaboration.

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The Truth About Open Offices: There Are Reasons Why They Don't Produce the Desired Interactions

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