Key Findings on Deskless Workers in Higher Education
- Deskless workers are integral to campus operations, from maintenance crews to event staff, yet they face significant engagement and retention challenges, making effective communication critical.
- Communication barriers include limited access to digital tools and feeling disconnected from management, leading to lower engagement, productivity, and higher turnover rates.
- Personalized, mobile-first communication strategies that utilize SMS, mobile apps, and omnichannel approaches can bridge gaps, ensuring deskless workers receive timely, relevant updates.
- Dedicated communication platforms like Cerkl Broadcast offer targeted messaging, workflow automation, and valuable analytics to enhance engagement and efficiency.
- Empowered managers and consistent feedback channels foster a sense of inclusion, improving morale and retention while reducing absenteeism and boosting student satisfaction.
Table of contents
- Key Findings on Deskless Workers in Higher Education
- Understanding Deskless Workers in Higher Education
- The Communication Chasm: Challenges and Their Impact
- Why Connection Matters: The Importance of Valuing Deskless Staff
- Bridging the Divide: Effective Communication Strategies for Deskless Teams
- The Power of Platforms: How Dedicated Solutions Can Help
- Real-World Impact: Success Stories and Examples
- Practical Takeaways
- What’s Next
- FAQ
Did you know that deskless workers make up a significant portion of the higher education workforce? Yet, organizations continue to face challenges with engagement (52%) and retention (47%) of deskless workers, SHRM’s survey reports.
This disconnect isn’t just a matter of inconvenience; it strikes at the heart of campus operations, student experience, and the overall success of higher education institutions. From the dedicated facilities staff ensuring a safe and clean environment to the maintenance crews keeping vital infrastructure running and the groundskeepers maintaining the aesthetic appeal of campus, deskless workers are the unseen backbone of our universities. Effectively engaging this crucial segment of the workforce requires a dedicated focus on bridging the communication gaps that often leave them feeling isolated and uninformed.
The higher education landscape presents unique challenges that can exacerbate these communication issues. The workforce is often diverse, spanning various roles, contract types, and work locations. Decentralized campuses make it difficult to reach all employees with consistent messaging. When resources are stretched, organizations often deprioritize internal communication strategies for deskless workers. However, neglecting this vital part of the university ecosystem can lead to significant repercussions.
Understanding Deskless Workers in Higher Education
Deskless workers in higher education encompass a wide range of essential personnel who perform their duties away from a traditional office setting. This includes dedicated facilities staff who ensure the upkeep and safety of campus buildings, maintenance crews responsible for the smooth operation of infrastructure like HVAC and plumbing, groundskeepers who maintain the university’s landscape, cleaning personnel who provide a hygienic environment, event setup teams who prepare for campus gatherings, transportation staff who facilitate movement across campus, and even student workers in roles that don’t involve desk-based tasks. These employees are characterized by their active roles that often require them to be on their feet and moving across various campus locations.
Their contributions are undeniably crucial to the daily functioning and long-term success of the university. They play a vital role in ensuring campus safety through maintenance and security protocols. Their efforts in maintaining cleanliness and hygiene directly impact the health and well-being of students, faculty, and staff. They are responsible for the upkeep of the university’s infrastructure, ensuring a comfortable and functional learning environment. Their work supports the overall student experience by maintaining the aesthetic appeal of the campus and facilitating smooth operations for events and activities. Ultimately, these deskless workers are integral to creating and sustaining a positive and productive learning environment for the entire university community.
The Communication Chasm: Challenges and Their Impact
Communicating effectively with deskless workers in higher education presents a unique set of challenges that can lead to significant negative impacts across the institution.
Limited access to digital tools and information
Many deskless workers do not have company-provided laptops or corporate email addresses, restricting their access to information shared through these traditional channels. The same survey by the Society for Human Resource Management (SHRM) found that 62% of deskless workers report limited computer access during work hours, which significantly hinders their engagement with organizational communications. Relying on personal devices for work-related communication can also create issues related to privacy and the use of personal data plans.
Feelings of isolation and disconnection
Deskless workers can feel out of touch with management and disconnected from the overall university culture due to less frequent face-to-face interaction and limited participation in campus-wide communications. Irregular schedules, a common characteristic of many deskless roles, further complicate matters by making it difficult to attend scheduled meetings or receive timely updates alongside their office-based colleagues.
Impact on employee engagement
When employees feel uninformed and undervalued, their level of engagement naturally decreases. Gallup research indicates that a significant percentage of frontline workers feel left out of company news due to ineffective internal communication. As highlighted in our downloadable asset, employees who feel disconnected are likely to be apathetic about their jobs, leading to negative business outcomes. Less than one-third of the U.S. workforce is engaged, a statistic that underscores the widespread nature of this issue (from downloadable asset).
“Employers need to rethink how they view deskless workers. The data tells us these workers are not just passing through – they want stability, engagement, and opportunity,”
Alex Alonso, Chief Data & Analytics Officer at SHRM
Impact on productivity and efficiency
Misunderstandings, a lack of clarity regarding tasks and responsibilities, and delays in receiving crucial instructions can all hinder job performance. Inefficient communication practices can lead to wasted time, duplicated efforts, and the inefficient allocation of university resources. Studies show that effective workplace communication can increase productivity by 20-25% , highlighting the substantial losses associated with poor communication.
Higher retention issues
Employees who feel uninformed, undervalued, and disconnected are more likely to seek employment opportunities where they feel more appreciated and in the loop. Research indicates that 61% of employees who are considering leaving their jobs cite poor internal communication as a contributing factor. As our downloadable asset points out, when communication is bad, it often drives employees to quit. The costs associated with high turnover in terms of recruitment, onboarding, and training can place a significant strain on university budgets.
Why Connection Matters: The Importance of Valuing Deskless Staff
When deskless workers in higher education feel valued and connected to the institution, the benefits ripple throughout the campus community.
Increased morale and job satisfaction
Recognition and appreciation for their hard work can significantly boost their spirits and overall satisfaction with their roles. As our downloadable asset emphasizes, employees want to be valued, and recognition serves as a powerful motivator that increases engagement. Happy and satisfied employees are more likely to be engaged in their work and contribute positively to the university’s mission.
Reduced absenteeism
Engaged employees who feel a sense of connection and purpose are less likely to be absent from work. This increased sense of responsibility and commitment to the organization leads to more consistent staffing and greater operational stability for the university.
Improved customer (student) satisfaction
Valued and engaged staff members are more likely to be motivated to provide excellent service to students, whether directly or indirectly. As mentioned in our downloadable asset, increased customer satisfaction is a tangible benefit of higher employee engagement. Positive interactions with university staff, facilitated by a sense of value and connection, enhance the overall student experience and contribute to a stronger institutional reputation.
Stronger sense of community and belonging
When deskless staff feel informed, recognized, and included in the university’s communications, they develop a stronger connection to the larger campus community. Our downloadable asset highlights connection as a fundamental aspect of employee engagement. This sense of belonging can significantly improve collaboration, teamwork, and overall morale within the university workforce.
Bridging the Divide: Effective Communication Strategies for Deskless Teams
To effectively bridge the communication divide with deskless workers in higher education, institutions should adopt a multifaceted approach that recognizes their unique needs and work environments.
Personalize employee communication
Finally, communication should be personalized and relevant to the specific roles and needs of deskless workers. Generic, company-wide emails or announcements are often not relevant to their daily tasks and responsibilities. Segmenting communication based on department, job function, or even campus location ensures that the information shared is directly applicable and valuable to the deskless workers receiving it.
Implementing a mobile-first approach
Given that mobile devices are often the most accessible technology for these employees, universities should leverage mobile-friendly communication tools and platforms. This includes utilizing SMS messaging for quick updates, alerts, and reminders, and exploring the development or adoption of dedicated mobile apps designed specifically for frontline workers.
Adopting an omnichannel communication strategy
Reaching a diverse workforce with varying levels of technology access and communication preferences requires a multi-pronged approach. This involves combining digital channels like mobile apps, SMS, and email (for those who have access) with more traditional methods such as breakroom posters, digital signage in common areas, and even strategically placed flyers or printed newsletters.
Leveraging existing technology
This might involve exploring features within current learning management systems (LMS) or student portals that could be adapted for internal staff communication if appropriate. Utilizing features within platforms like Microsoft Teams or SharePoint, which many institutions already have access to, can also provide valuable communication channels.
Equipping managers and supervisors
These individuals should be equipped and provided with training to communicate clearly and consistently with their teams. Regular team meetings or brief daily huddles, even if held at the start or end of shifts, can help keep deskless workers informed about important updates, schedules, and any changes to procedures.
Establishing two-way communication channels
Universities should implement mechanisms that allow deskless workers to provide feedback, ask questions, and voice any concerns they may have. This can be achieved through the use of surveys (both digital and paper-based), suggestion boxes (physical or digital platforms), or dedicated communication platforms that include feedback features.
The Power of Platforms: How Dedicated Solutions Can Help
Implementing a dedicated internal communication platform can offer significant advantages for higher education institutions seeking to improve engagement with their deskless workforce. These platforms often serve as a centralized communication hub, unifying various communication channels into a single, easily accessible location. This reduces the reliance on email overload and the confusion of managing information across multiple fragmented communication methods, making it easier for deskless workers to find the information they need quickly and efficiently.
Dedicated platforms also offer targeted messaging capabilities, allowing universities to reach specific groups of deskless workers with relevant information. Platforms like Cerkl Broadcast enable audience segmentation based on various criteria, ensuring that the right message reaches the right employees based on their roles, departments, or campus locations. This personalized approach increases the likelihood that deskless workers will pay attention to and engage with the communications they receive.
Furthermore, some internal communication platforms offer workflow integration and automation features. These features can streamline processes such as task management, shift scheduling, and the delivery of automated notifications for important updates or reminders. This integration can significantly improve efficiency and reduce the administrative burden for both deskless workers and their managers.
Finally, these platforms often provide valuable analytics and measurement tools. By tracking metrics such as message open rates, engagement levels, and feedback responses, universities can gain insights into the effectiveness of their communication strategies. This data-driven approach allows for continuous optimization and improvement of communication efforts to better reach and engage deskless workers.
Real-World Impact: Success Stories and Examples
The implementation of effective communication strategies and dedicated platforms has yielded positive results for numerous organizations, including those in sectors with large deskless workforces. While specific case studies within higher education focused solely on deskless worker communication might be emerging, examples from related industries offer valuable insights.
For instance, Stanislaus State, a higher education institution, optimized the power of personalization using an AI-powered platform to increase staff engagement with their internal communications.
Beyond higher education, companies like McDonald’s and Google, despite their different industries, provide examples of efficient internal communication strategies for managing deskless and hybrid teams, keeping employees engaged and aligned. These examples demonstrate the tangible benefits of investing in strategic communication solutions for engaging deskless workers.
Practical Takeaways
For higher education institutions looking to bridge the communication gap with their deskless workers, several actionable steps can be taken:
- Conduct a thorough audit of current communication methods to identify existing channels, their effectiveness in reaching deskless staff, and any significant gaps in information flow.
- Prioritize the adoption of mobile-friendly communication strategies that cater to the accessibility and preferences of deskless workers, including SMS messaging and dedicated mobile apps.
- Empower and train managers and supervisors to be effective communicators with their deskless teams, ensuring they have the necessary information and skills to cascade important updates and engage in meaningful dialogue.
- Implement clear and accessible feedback mechanisms that allow deskless workers to easily share their opinions, concerns, and suggestions, fostering a culture of open communication and continuous improvement.
- Explore the benefits of dedicated internal communication platforms like Cerkl Broadcast, which offer centralized hubs, targeted messaging capabilities, workflow integration, and valuable analytics to optimize communication efforts.
- Establish key metrics and regularly measure the effectiveness of implemented communication strategies using available analytics to identify what resonates with deskless workers and where adjustments are needed.
What’s Next
Effective communication with deskless workers is no longer a secondary concern but a fundamental necessity for higher education institutions striving for operational excellence, a positive employee experience, and overall success. By addressing the unique challenges faced by this vital segment of the workforce and implementing targeted strategies, universities can bridge the communication chasm, fostering a more engaged, productive, and connected campus community. Closing these communication gaps not only improves morale and job satisfaction but also contributes to reduced absenteeism, enhanced student satisfaction, and ultimately, higher retention rates.
Ready to transform communication with your deskless workforce and foster a more engaged and productive campus? Download our full guide, “The Importance of Internal Communications,” to dive deeper into the strategies and benefits discussed today.
FAQ
Universities often face communication gaps due to hierarchical structures, differences in roles (academic vs. administrative), and reluctance to adopt modern communication tools. These gaps can lead to misunderstandings, inefficiencies, and disengagement.
Institutions should adopt mobile-first strategies, as deskless workers and students increasingly rely on smartphones for communication. Personalized, relevant messaging through preferred channels can foster engagement and address disconnection issues.
Regular meetings to understand roles, shared workshops, and consistent communication channels (e.g., intranet or team emails) can help align priorities and improve collaboration between academic and administrative staff.
