Hey-Joe Effect

The Hey-Joe Effect originates from the service environment within companies, and it is also prevalent in software development. Wikipedia provides a concise and fitting definition: "The Hey-Joe Effect describes the impact of problematic ‘neighborly help’ in IT support, as it bypasses the intended work process. This happens when assistance for problem-solving is sought through an informal request, typically asking someone within the internal network rather than contacting the designated service desk. This is often depicted with the phrase 'Hey Joe'."

Bypassing Established Procedures

For individuals, this approach can be highly attractive. If the colleague being asked takes the time to help, it often appears faster than going through the formal process of submitting a service ticket. However, this also brings a series of risks:

- There are time conflicts with the work that was originally planned. This work gets delayed, as the Hey-Joe Effect prioritizes individual interests.
- Hey-Joe requests are usually not well-defined either technically or functionally, leading to delays, redundant work, and inefficiency.
- A shadow organization forms alongside the official one, filled with Hey-Joe tasks that disrupt and block the flow of work.

Seemingly Successful

In principle, it would be better for everyone to avoid the Hey-Joe Effect. Yet, the business reality looks different. This effect is stubbornly persistent for several reasons. In some cases, leveraging the Hey-Joe Effect can make sense, though these rare examples are often misused as evidence of its success, which is misleading.

Meaningfulness

A key to understanding the Hey-Joe Effect lies in psychology. The quick response from "Joe" gives him a sense of appreciation and purpose in his work. The developer receives direct recognition, which provides him with a tangible sense of meaning in his work.

The interaction between the colleague with the problem and the assisting IT colleague creates a sense of achievement, fostering the feeling that they have worked together effectively and purposefully. The real challenge is that in a highly regulated workflow, many employees often work without direct customer contact. Recognition often gets redirected to others, typically the project or department managers.

Desire for Recognition

The susceptibility to a Hey-Joe call is often just a desire for more recognition. Recognition is the key ingredient in the mix. If the Hey-Joe Effect is spreading among your employees, it indicates a lack of appreciation. Therefore, keep the topic of recognition in mind as a crucial "tool" when dealing with the Hey-Joe Effect.

Author:

Matthias Hettl is known as an international management consultant. He trains and coaches board members, executives, and leaders. He has also held a professorship in management and has extensive leadership expertise. He has experience as a supervisory board member, CEO, and internationally as a consultant for the United Nations. As a renowned management and leadership expert, he is a sought-after speaker.

For more information visit: Hettl Consult