Productivity or overload? The paradox of instant messaging in Costa Rica's tech sector

Silva-Atencio G.; Bonelli-Alzamora R. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2026) · DOI: 10.18687/laccei2026.1.1.456

Resumen

The use of instant messaging (IM) in Costa Rica's tech industry presents a clear paradox. While these tools speed up decision-making and reduce email traffic, they also fragment communication, increase pressure for constant availability, and reinforce existing inequalities related to gender and social structure. This study examines the dual effects of IM on productivity and well-being in Costa Rica's tech sector. It uses an interpretive phenomenological approach based on 35 semi-structured interviews with executives, managers, and operational staff. Document analysis was also conducted in accordance with national data protection regulations. Thematic analysis (NVivo, κ = 0.82) shows that IM accelerates decision-making by 72% and reduces reliance on email by 65%. However, it also creates significant cognitive costs: 55% of participants reported difficulty maintaining focus, and higher levels of technostress were reported by female executives (65%) compared to male executives (40%). The findings suggest that the benefits and costs of IM are not evenly distributed across organizational levels or gender groups. In high-context communication environments such as Latin America, these effects are intensified due to the additional interpretive demands placed on users. These results contribute to a better understanding of digital workplace dynamics in the region and highlight the importance of implementing organizational policies, such as clear communication norms and designated “quiet hours,” to support both productivity and employee well-being.

Instituciones: Universidad Peruana de Ciencias Aplicadas