When using business tools within organisations, it’s common for employees to instinctively turn to a colleague for quick assistance when facing difficulties. While this approach may seem logical and efficient, it is based on a misconception that can lead to potentially problematic consequences. In reality, this informal method of seeking help is not always the best solution, particularly due to distortions and deviations from best practices that it can introduce. Let’s explore this issue in detail.
The Limitations of Informal Peer Support
Turning to a colleague for help with a technical or functional issue in a business tool is often motivated by accessibility and speed. However, this approach has clear limitations. Firstly, the colleague being asked may not have a full understanding of the tool or process in question, leading to the dissemination of incomplete or even incorrect information. This initial inaccuracy can result in further errors, worsening the situation instead of resolving it.
Moreover, this informal dynamic fosters interpersonal dependency, steering employees away from official support or training channels. Over time, this weakens organisational processes by decentralising knowledge and hindering its structuring.
The “Chinese Whispers” Effect in Knowledge Transfer
When a problem is resolved by consulting a colleague, the information shared often becomes distorted as it passes through successive exchanges. This phenomenon, commonly referred to as the “Chinese whispers” effect, illustrates how simple messages can be altered when relayed from person to person. In a corporate context, these distortions can transform clear and precise instructions into vague or even contradictory recommendations.
This distortion of information has several consequences: users may implement solutions that do not address the original issue, new problems may arise due to these inaccuracies, and trust in the deployed tools can diminish. Ultimately, this informal approach undermines the reliability of the solutions provided and negatively impacts the overall efficiency of the teams.
Organisational Impacts of an Unstructured Practice
On an organisational level, the habit of turning to colleagues in moments of difficulty creates invisible but significant impacts. Firstly, it diverts employees from official resources, such as knowledge bases or support systems, specifically designed to provide reliable and standardised responses. As a result, the organisation fails to fully leverage the tools and processes established to address issues consistently.
Secondly, this practice erodes productivity. Employees who are asked for help spend time addressing issues they are not trained to handle, often at the expense of their own tasks. Furthermore, the errors or delays resulting from these informal exchanges can create tensions between teams, negatively affecting the work environment.
Finally, habitual reliance on informal solutions complicates the identification of recurring issues. Without formal incident reporting, support or training teams lack visibility into user challenges or tool malfunctions. This prevents the organisation from implementing sustainable improvements.
Conclusion
While asking a colleague for help may seem like an easy solution, this practice is based on a misconception that can have negative consequences for both individuals and the organisation. This approach increases the risk of errors and reduces the overall effectiveness of the adopted solutions. To ensure the optimal use of business tools, it is crucial to prioritise more structured approaches and formalised channels. Turning to appropriate support systems remains the key to resolving issues reliably and sustainably.
However, if your organisation observes a growing reliance on this practice at the expense of your user support system, it may be worth reassessing the latter, as it appears to fall short of meeting employee expectations. Complex contact processes, slow response times, or a lack of personalisation in the provided solutions could be contributing factors.
👉 For further insights, check out our article: 3 Tips to Reduce Back-and-Forth in Request Qualification.
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