© Alexey Lesik / Adobe Stock
Jump to
Communication in shift work: companies should pay attention to this
TL;DR: The most important facts in a nutshell
- Effective communication in shift operations is a decisive factor for operational safety, productivity and employee retention.
- The biggest challenges are information silos between shifts, the absence of managers during off-peak times and fatigue-related errors.
- Poor communication, especially during shift handovers, is one of the main causes of costly production losses and serious industrial accidents.
- Structured handover processes, visible leadership across all shifts and the active involvement of employees are key success factors.
- Modern digital tools centralize planning and communication and create a uniform information basis for all employees.
Challenges in communication during shift work
There are various obstacles to a smooth flow of information when it comes to communication in shift work. These are not due to individual failure, but are structural in nature and require targeted countermeasures.
The “three-company trap”: information silos between the shifts
A 24/7 three-shift operation often functions like three separate companies that simply share the same infrastructure. Each shift develops its own routine, has its own priorities and its own subculture. This inevitably leads to the formation of information silos. Important observations, process adjustments or near-incidents from one shift are not passed on to the next, or are only passed on incompletely. Loyalty is often primarily to one’s own shift crew, which makes open communication with other shifts or the day-to-day management more difficult.
The management vacuum during off-peak times
Another problem is the physical absence of management, administration and HR during late and night shifts. Employees during these times often have no direct contact with higher-level management. This can lead to a feeling of isolation and a lack of appreciation. Strategic information and company goals only reach these employees in a filtered or delayed manner, which weakens their identification with the company and promotes the development of an “us versus them” mentality.
Human factors as disturbance variables
Shift work, especially night work, contradicts the human biorhythm and has been proven to lead to fatigue and reduced cognitive performance. This increases the risk of errors when recording and passing on information. A tired employee is more likely to overlook a critical entry in the logbook or forget to communicate an important observation verbally. In addition, shift-based industries often have higher turnover rates. Every employee change means a loss of experience and tacit knowledge, which further jeopardizes the quality of the shift handover.
Effects of poor communication
The consequences of poor communication in shift work are far-reaching and can be seen in the areas of safety, productivity and employee retention.
From near misses to catastrophe
The shift handover is the most critical communication process in a 24/7 operation. Historical industrial accidents tragically demonstrate that mistakes made here can have catastrophic consequences. Analyses show that up to 40% of all plant incidents in the process industry occur during shift handover or start-up and shut-down processes. Every second incident is attributed to communication errors.
| Industrial accident | The core of the communication failure | Direct consequences | Source |
| Piper Alpha (1988) | Information about a removed safety valve was not passed on during the shift handover. | 167 fatalities, destruction of the platform, over USD 1.4 billion in insurance claims | Link
|
| BP Texas City (2005) | Critical information on the start-up process of a system was insufficiently communicated; there was a lack of standardized handover protocols. | 15 deaths, 180 injured, over USD 1.5 billion in financial losses. | Link
|
| BP Deepwater Horizon (2010) | Critical data on the integrity of the borehole was not effectively shared between onshore and offshore teams. | 11 deaths, largest oil spill in the history of the USA | Link
|
| DuPont LaPorte (2014) | A series of communication errors across several shifts led to an uncontrolled release of poison gas. | 4 Deaths due to inhalation of methanethiol | Link
|
The brake on productivity
Communication gaps lead directly to measurable productivity losses. If the incoming shift spends its first few hours clarifying the status of machines or diagnosing problems that have already been identified by the previous shift, valuable production time is lost. This results in missed production targets, costly rework and lower overall equipment effectiveness (OEE).
The fluctuation spiral
For employees, unpredictable rosters and poor communication are major stress factors and reasons for resigning. High staff turnover leads to the loss of experienced employees, which further deteriorates the quality of shift handovers. New employees are dependent on clear, structured information. If this is lacking, the error rate and stress increase, which in turn increases the willingness to resign. Improving communication processes is therefore one of the most effective strategies for employee retention in shift operations.
Success factors for good communication in shift work
In order to create a resilient communication culture, companies need to focus on three levers: Leadership, processes and employee integration.
Leadership and culture
An open communication culture starts at the top. Managers must be present and approachable across all shifts. Regular rounds on the night shift or scheduling team meetings at times that allow all shifts to participate signal appreciation and break down the “us vs. them” mentality. It is crucial to establish a culture of psychological safety in which employees can openly address concerns and mistakes without fear of sanctions.
Process optimization: The structured shift change
The shift handover must not be a random, informal act. It must be standardized as a safety-critical process. The best results are achieved through a combination of personal dialog and digital documentation.
Best practices for the shift handover:
- Personal exchange: the handover should always take place in person (face-to-face) to allow for queries.
- Planned overlap: Plan a fixed overlap time of 15 to 30 minutes during which the handover can take place undisturbed.
- Standardized documentation: Use checklists or digital logbooks to ensure that all relevant information (status of systems, open tasks, safety instructions) is recorded.
- The SBAR model: A proven framework for structuring critical communication is the SBAR model (Situation, Background, Assessment, Recommendation). It helps to convey information in a precise and action-oriented manner.
Employee integration
Employees who are involved in shaping their work processes show more commitment and a greater sense of responsibility. Participative duty scheduling models, where employees can express their wishes or swap shifts, increase satisfaction and flexibility. Cross-shift project teams or quality circles can help to break down silos and create a shared understanding of the challenges faced by the other shifts.
Digital support options
Modern software solutions are crucial tools for putting the success factors described into practice. They overcome the time and space barriers of shift work and create a central information platform that is accessible to everyone.
Workforce management systems such as Papershift offer a holistic approach to this. They combine shift planning with powerful communication and management functions in a single platform.
Core functions of Papershift to improve communication:
- Central shift plan: All employees have access to the current shift schedule at all times via the mobile app. Changes are communicated in real time via push notifications, which reduces misunderstandings and no-shows.
- Integrated communication: The platform enables direct messages to individuals, teams or the entire company. Important announcements are guaranteed to reach all employees, regardless of their shift.
- Employee self-service: Employees can use the app to enter their availability, submit vacation requests and offer to swap shifts. This takes the pressure off those responsible for planning and gives employees more control and flexibility, which demonstrably increases satisfaction.
- Transparent time recording: Digital time recording creates a clear and fair basis for payroll accounting and ensures transparency for working hours and breaks.
By centralizing all shift-relevant information in a tool such as Papershift, communication is standardized and simplified. The platform becomes a “single source of truth” that effectively breaks down information silos and enables seamless collaboration across shift boundaries.
FAQs: frequently asked questions
Why is communication such a big challenge, especially in shift work?
The temporal separation of the teams leads to natural information silos and a lack of direct exchange with the management level.
What is the biggest mistake in shift handover?
Relying solely on verbal or unstructured written notes without establishing a standardized, conversational process.
How can management improve communication with the night shift?
Through regular, visible presence on site and the use of central digital channels for important announcements.
What advantage do digital tools such as Papershift offer over Excel and WhatsApp?
They bundle planning, time recording and communication in a legally compliant system and ensure that all employees have the same level of information.
What is the first step towards improving the communication culture?
Recognizing that effective communication is a strategic corporate goal and standardizing the most important process: the shift handover.
