The New Future of Work Research from Microsoft into the Pandemic’s Impact on Work Practices The coronavirus pandemic not only caused a public health crisis, it also caused technological, social, and cultural disruption. This past year, people across the globe experienced a rapid shift to remote work that upended their existing practices and will have long-term implications for how work gets done in the future. Looking forward, we expect that some of those who used to work from offices will continue to work remotely, while others will adopt hybrid models that will involve a combination of working from the office and working remotely. The current moment presents a unique opportunity to understand the nature of work itself, to improve remote support for a range of work practices, and to use what we have learned through remote work to improve in-office and hybrid practices. As a company whose mission is to empower every person and every organization on the planet to achieve more, it is vital that Microsoft understands the massive transition currently underway so that we can help our customers come through this challenging time stronger and more resilient. We are all right now participants in a giant, natural, uncontrolled remote work experiment from which Microsoft must learn. Just as research has been fundamental in developing ways to prevent and treat COVID-19, it is also fundamental to understanding and supporting evolving the sociotechnical work practices. At the start of the pandemic, researchers from across Microsoft formed an ongoing cross-company initiative to coordinate efforts with the goal of understanding the impact of remote work and identifying opportunities to support new working practices. The initiative consists of over 50 research projects conducted by teams that span a range of disciplines (including engineering, research, marketing, human resources, and facilities) and divisions (including Microsoft Research, Office, Windows, Azure, Xbox, GitHub, and LinkedIn). The projects employ many different methodologies, ranging from small-scale, formative interviews with customers to large-scale modeling exercises and even EEG measurements of electrical impulses in the brain. This report provides a synthesis of the findings from these many research projects. We believe it represents the largest compilation of research related to the pandemic’s impact on work practices available to date. The findings highlight a number of acute challenges and suggest opportunities to develop new work practices that are more efficient, equitable, and energizing. Work will never again be the same. With care and effort, however, we hope to make it better. Jaime Teevan (Chief Scientist, Experiences and Devices) TABLE OF CONTENTS Introduction ................................................................................................................................................................. 5 1 Collaboration and Meetings ..................................................................................................................................... 7 1.1 Introduction ......................................................................................................................................................... 7 1.2 Impact on Working Patterns and the Nature of Collaboration ........................................................................... 7 1.2.1 The shift to remote work increased meeting and IM loads, while stretching workdays. ............................. 7 1.2.2 The move to remote work was particularly hard on some kinds of collaboration, such as creative work, “thinking big,” and decision-making. ................................................................................................................... 8 1.2.3 Informal and spontaneous interaction particularly suffered in remote work, affecting collaboration. ......... 9 1.3 The Impact of Remote Meetings ........................................................................................................................ 10 1.3.1 Video conferences are fatiguing................................................................................................................. 10 1.3.2 Fatigue was also increased by meeting load and the challenges of coordinating meeting tools. ............... 10 1.3.3 Interaction in remote meetings is challenging in ways that are fundamentally different from in-person meetings. ............................................................................................................................................................. 11 1.3.4 The use of video in meetings is both a personal and group affair. ............................................................. 12 1.3.5 Parallel chat became a pervasive component of meetings. ........................................................................ 13 1.4 Inclusion and Forming Connections ................................................................................................................. 13 1.4.1 Remote work affected inclusion both negatively and positively. ............................................................... 13 1.4.2 Many people not only maintained their existing networks post-COVID but made new connections. ....... 14 1.5 Looking Forward............................................................................................................................................... 15 1.5.1 People are creative and resilient, and are developing new work practices to adapt to a changing world. 15 1.5.2 The best hybrid future will retain many new work practices and focus on flexibility. .............................. 16 2 Personal Productivity and Well-being .................................................................................................................. 18 2.1 Introduction ....................................................................................................................................................... 18 2.2 Productivity, Satisfaction, and Work Patterns .................................................................................................. 18 2.2.1 On average, self-reported productivity was unchanged, but it varied with role and experience. ............... 18 2.2.2 While some reported satisfaction with remote work, it varied with organization, role, and experience. ... 19 2.2.3 Average workdays got longer during COVID. .......................................................................................... 19 2.2.4 Some, but not all, employees with children struggled with childcare. ....................................................... 20 2.2.5 Managers appeared to be especially hard hit. ............................................................................................ 20 2.2.6 The effect of remote work differed across roles and individual characteristics. ........................................ 21 2.3 Challenges and Benefits Are Closely Linked ..................................................................................................... 22 2.3.1 Remote work provided flexibility during the pandemic while also blurring the work-life boundary in problematic ways. ............................................................................................................................................... 22 2.3.2 Non-work distractions increased, whereas work-related distractions decreased for many. ....................... 22 2.3.3 Many workers felt collaboratively and socially isolated. ........................................................................... 23 2.3.4 Remote work provided some benefits for worker health, but also many challenges, particularly with regard to well-being. ........................................................................................................................................... 24 2.3.5 Employees worried that their hard work would not be visible to their managers. ..................................... 25 2.3.6 Conversely, there was increased concern about how their work did show up. .......................................... 25 2.4 Looking Forward............................................................................................................................................... 25 2.4.1 Roles of managers and leaders are evolving to adapt the challenges of remote work. .............................. 25 2.4.2 Where to work once it is safe? Workers report mixed preferences but lean toward a hybrid model. ........ 26 2.4.3 Business decision-makers are considering long-term changes. ................................................................. 27 2 3 Software Engineering Experiences ........................................................................................................................ 28 3.1 Introduction ....................................................................................................................................................... 28 3.2 Productivity, Satisfaction, and Work Patterns .................................................................................................. 28 3.2.1 Engineering output measures were stable or showed an increase when moving to remote work. ............. 28 3.2.2 Self-reported productivity suggests a more mixed picture than developer activity metrics. ...................... 29 3.2.3 The increased engineering output seems to have come with increased burnout. ....................................... 30 3.2.4 Collaboration output measures