Office Arrow Recognition Research 4 20 09

Office Professionals Recognition Research
Quantitative Findings

Final Report
April 19, 2009

Prepared By: WaterStone Research Consulting

ABOUT US
OfficeArrow
•
Founded on July 16, 2007, in Atlanta, Georgia, OfficeArrowSM is the world’s largest and
•
fastest-growing online collaborative community for Office Professionals and Small Business
Owners. OfficeArrow’s mission is to recognize the work Office Professionals do every day
while helping them to work smarter, save money and create a more rewarding career by
providing solutions to everyday challenges. OfficeArrow combines tips and advice from
industry experts, articles and discussions from the OfficeArrow staff, with answers and
advice from trusted peers and other Office Professionals. With nearly 175,000 members in
almost every state and over 200 countries around the world, OfficeArrow is the only single
destination where Office Professionals connect and collaborate; purchase and save on
products and services; and access templates, tools and tips. For more information about
OfficeArrowSM, log onto www.officearrow.com. OfficeArrow. Working together for you.

WaterStone Research Consulting
•
WaterStone Research Consulting is a custom market research firm located in
Denver, Colorado, offering qualitative and quantitative market research solutions to clients
in a variety of industries. Founder Leslie Gelman is a marketing professional with over 20
years of experience in product management and market research, with much of this
experience in the Telecommunications, Health/Wellness and Financial industries. Leslie
can be reached at 303.807.1580 or at lagelman1@yahoo.com.

Table of Contents
Page #

Introduction..................................................................................... 3
Management Summary…..………………….………………………… 7

Detailed Findings ……................................................................... 11

Appendix………............................................................................. 29

Background and Objectives
In preparation for Administrative Professionals Week, OfficeArrow
initiated research among Office Professionals who are members of the
OfficeArrow community. This research was designed to meet the
following key objectives:
• To develop a deeper understanding of the value that Office Professionals
place on recognition (in general, and specifically during Administrative
Professionals Week and on Administrative Professionals Day).
• To identify the most effective forms of recognition from the perspective of
Office Professionals (in total, and among key segments defined by job
title).

The results of this research will be posted to the OfficeArrow website.
It will also be shared with the broader business community via press
releases the week before Administrative Professionals Week.

Approach
This research was completed via a two-phase study: a qualitative phase followed by a
quantitative phase.
Qualitative Research
The qualitative research was conducted via one-on-one telephone interviews with members
of OfficeArrow’s research panel. A total of 12 qualitative interviews were completed. These
interviews lasted an average of 20 minutes.
The results from the qualitative research were utilized to develop a more targeted
quantitative survey. They also provide important anecdotal information that lend deeper
understanding and support to the quantitative findings, ultimately making for a better story
to drive the press release.

Quantitative Research
Quantitative data was collected via an online survey administered via SurveyMonkey. A
link to the survey was included in the March 19, 2009 OfficeArrow electronic newsletter. In
addition, an email invitation to participate in the research was sent to a random sample of
OfficeArrow community members.

Approach (cont.)
Quantitative Research (cont.)
The quantitative survey was fielded from March 19 through March 24, 2009.
A total of 388 online surveys were completed. Completes by key segments
(defined by job title) are outlined below.

Job Title
Office Executive Office Administrative Virtual
TOTAL
Manager Assistant Administrator Assistant Assistant

388 64 128 61 130 5

•Note: While representation of Virtual Assistants in the survey is consistent with their representation in the population of Office
Professionals, the base size for this segment is too small to analyze. Therefore, results for this segment are not provided in the report.

Analysis Focus
The focus of this report is the findings from the quantitative research –
detailed findings from the qualitative research were provided in a separate
report. However, where appropriate, references to the qualitative research
are made in the management summary of this report.

Management Summary
Administrative Professionals Day/Week
• Results from the qualitative research suggest that the institution of Administrative
Professionals Day (and Week) has done much to raise awareness of the need to
recognize Office Professionals.
o Office Professionals often play a behind-the-scenes role – they are the ―cogs in
the machinery‖ that ensure the smooth operation of a business, the ―glue that
holds their department together‖. The problem with operating behind-the-
scenes is that only 44% of Office Professionals believe their boss has a complete
understanding of all that they do. As a result, their contributions can sometimes
be overlooked.
• Recognition is important to overall job satisfaction for the majority of Office
Professionals (74%) and nearly all (92%) receive some form of recognition aside from
pay raises. However, fewer than half (44%) are acknowledged on Administrative
Professionals Day (or Week).
• While the majority of Office Professionals appreciate the idea of Administrative
Professionals Day, only half (47%) desire recognition during this annual event.
o Administrative Professionals Day tends to be more important to those who do not receive
recognition on a regular basis.
o For a few (5%) it represents their only opportunity for acknowledgment during the year.

• Office Professionals who value recognition on Administrative Professionals Day enjoy
feeling appreciated (four in ten) and welcome the opportunity to receive much
deserved acknowledgement for all of their hard work and the important contributions
they make throughout the year(two in ten).

Management Summary (cont.)
Administrative Professionals Day/Week (cont.)
• Those who are more neutral about recognition on Administrative Professionals Day or rate
it as ―not important‖, tend to receive recognition (mainly verbal) on a regular basis and
therefore, do not feel the need for a special day to be recognized (two in ten).
Alternately, they prefer more consistent recognition (―not limited to a single day‖) or
recognition directly tied to good performance (―when it is earned‖).
• When Office Professionals are asked to cite the form of recognition they most prefer to
receive on Administrative Professionals Day, no clear winners rise to the top of the list.
Small gifts and additional comp time have a slight edge over other forms of recognition.
o

o A comparison of rankings – what Office Professionals currently receive in terms of recognition and
what they would prefer to receive – suggests a desire for more cash bonuses and opportunities to
attend training classes and seminars.

Formal vs. Informal Recognition
Results from the qualitative research suggest that Office Professionals generally
•
appreciate any form of recognition. However, smaller informal gestures (particularly
verbal recognition like a simple ―thank you‖ or ―you did a great job‖) are much more
valued than acknowledgement that is part of a formal system of recognition or attached to
a specific date on the calendar (like a birthday or Administrative Professionals Day).

Formal vs. Informal Recognition (cont.)
This is not to say that informal recognition is the only form of recognition needed. As one
Office Professional described it, “It’s like cake vs. icing.” Informal gestures like frequent
verbal recognition are the cake, the foundation upon which your general feelings about your
job and your relationship with your boss are built. The more formal types of recognition (like
lunches out and small gifts or gift cards on special days) are icing on the cake. The best cakes
have a good foundation and icing.
The quantitative research tends to bear this out…
– 81% of Office Professionals indicate that any form of recognition they receive is appreciated.
– 66% agree that regular, verbal recognition is the best form of recognition they can receive.
– Only 40% agree that regular verbal recognition is the only kind of recognition they need.

What makes informal (mostly verbal) recognition more meaningful than formal recognition
is that it is…
Timely – generally occurs right after you’ve done something.
–
Spontaneous – a result of someone’s immediate reaction to the work you’ve done.
–
Personal – unlike the birthday lunch that everyone gets, it’s specific to you and your work
–
product.
Genuine, sincere – not done because it’s expected.
–

Formal vs. Informal Recognition (cont.)
In addition to verbal recognition, the majority of Office
Professionals place high value on other forms of informal
recognition:
– Having flexibility in managing their schedule (84%),
– Having a boss who is open to their suggestions (81%),
– Being recognized in meetings with management (80%), and
– Being encouraged to stretch by taking on new responsibilities
and special projects (74%),
For Office Professionals, these types of recognition provide
validation that their boss values their input and has a high level
of trust in and respect for their skills and abilities.

Detailed Findings

Throughout this report, significant differences are noted by using superscript letters to indicate that
one number is significantly higher than another number indicated by a superscript letter at the 95%
confidence level.

Experience with Employee Recognition
(In General)

Receive Recognition
Nearly all Office Professionals receive some kind of recognition from their
boss (aside from pay increases) for the work they do.

Receive Recognition From
Current Boss (In General)

94%
92% 92% 92%
90%

Total Office Manager Executive Assistant Office Administrator Administrative Assistant

Base: (388) (64) (128) (61) (130)
a b c d

Q3 Aside from pay increases, which, if any, of the following types of recognition have you received from your current boss?

Forms of Recognition Currently Receive – General
Employers rely on a variety of approaches (aside from pay increases) to recognize the Office Professionals who
work for them. The most common form of recognition costs the least – ―thank yous‖ and other verbal
acknowledgement of a job well done. Other well used forms of recognition include opportunities to attend
training classes and seminars, lunches or dinners out, small gifts (like flowers, candy or books), cards and
notes, and retail gift cards or certificates.

• Executive Assistants are more likely than other Office Professionals to receive cash bonuses and larger
gifts like spa or travel certificates. Job Title
Forms of Recognition Receive
Executive
Office Office Administrative
From Current Boss Assistant
Manager Administrator Assistant
(121)
(59) (55) (120)
Among Those Who Receive Recognition % % % %
a b c d

92 96 98 91
Verbal recognition 94%

47 41 36 42
Training/Seminars 41%

36 38 40 37
Lunch or Dinner 38%
31 38 27 28
Small gifts 32%
34 31 22 31
Cards or notes 30%
22 35 24 29
Retail gift certificates/cards 29%
19 29 cd 13 18
Cash bonuses 21%
15 15 18 13
Additional time off 15%
10 17 cd 4 6
Larger gifts 10%
5 12 7 12
Visa/MC/Amex gift cards 10%
7 7 7 8
Other 8% Base: (359)

Preferred Form of Recognition – General
When asked to name the form of recognition they most prefer, the largest share of Office Professionals
cite verbal recognition. The next most preferred form of recognition is cash (in the form of a bonus).

Job Title
Form of Recognition Would Prefer to
Receive From Current Boss Executive
Assistant
Among Those Who Receive Recognition (121)
(59) (55) (120)
% % % %
a b c d

44 44 38 40

27 18 15 19
Cash bonuses 19%

3 8 13 10

9 4 9 8

5 8 9 4
Cards or notes 6%

3 3 6 3
Lunch or Dinner 3%

— 3 4 5

5 3 2 1

— 3 2 2
Small gifts 2%

— 1 — 2
Larger gifts 1%

3 5 4 6
Other 5%Base: (359)

Q4 Thinking of all the ways in which your boss has recognized your contributions on the job, which one type of recognition is the most meaningful to
you?

Recognition on

Receive Recognition
Fewer than half of Office Professionals receive recognition on Administrative
Professionals Day or during Administrative Professionals Week.
• Executive Assistants and Administrative Assistants are more likely to be acknowledged
on these dates.

Receive Recognition On

55%
ac
45%
44% a
36%
27%

Total Office Manager Executive Assistant Office Administrator Administrative Assistant

(388) (64) (128) (61) (130)
Base: a b c d

Q7 Does your boss typically recognize you in any way on Administrative Professionals Day or Week?

Recognition Typically Receive for Administrative
Professionals Day/Week
When recognizing Administrative Professionals Day or Week, employers appear to believe that
something more than simple verbal recognition is required. While verbal recognition is a component
of the recognition receive by about half of Office Professionals, it is usually accompanied by something
tangible – most commonly, small gifts, lunch or dinner out, or a card or note.
Job Title
Recognition Typically Receive for
Administrative Professionals Day/Week Executive Administrative
Assistant Assistant
Among Those Who Receive Recognition Office Office
(70) (59)
Manager Administrator
% %
ISS b ISS d

59 51
Small gifts 53%
43 54
Lunch or Dinner 49%
37 29
37 24
Cards or notes 29%
14 12
6 3
Larger gifts 5%
3 3
1 3
3 3
– –
Cash bonuses 0% ISS = Insufficient
Sample Size for
6 2 analysis purposes.
Other 4%
Base: (169)

Q8 How does your boss typically recognize you on Administrative Professionals Day or during Administrative Professionals Week?

Preferred Form of Recognition on
When asked to name the type of recognition they would most like to receive on Administrative Professionals Day or Week,
Office Professionals are somewhat ambivalent. No clear winners rise to the top of the list , but small gifts and additional
time off have a slight edge over other forms of recognition.
 Comp time is particularly popular among Office Administrators.
 Two in ten Office Managers would prefer not to be recognized during Administrative Professionals Week (they likely
do not consider themselves to be Admins). Compared to other Office Professionals, they place more emphasis on
verbal recognition.
Job Title

Preferred Form of Recognition on Executive
Assistant
Administrative Professionals Day/Week (128)
(64) (61) (130)
% % % %
a b c d
Small gifts 14% 8 16 15 16
Additional time off 14% 9 10 21 b 17
Cash bonuses 10% 8 9 15 9
Training/Seminars 10% 5 9 12 11
Verbal recognition 9% 16 c 9 3 9
Lunches/Dinners 9% 13 8 12 8
Cards or notes 6% 6 8 7 4
Larger gifts 6% 3 11 2 4
Retail gift certificates/cards 6% 6 6 3 7
Visa/MC/Amex gift cards 5% 3c 6c – 8c
Other 3% 5 4 3 2
Prefer no special recognition 9% Base: Total 19 bd 6 8 7
Sample (388)
Q9 What is the one way you would most prefer to be recognized on Administrative Professionals Day or during Administrative Professionals Week?

Recognition Summary – Comparison of Rankings
A comparison of rankings – what Office Professionals currently receive in terms of recognition and what they would
prefer to receive – suggests that in general, Office Professionals would like to receive more cash bonuses and comp time
and fewer small gifts and meals out.

Similarly, on Administrative Professionals Day (or Week) they would like to receive more cash bonuses, time off and
opportunities to attend training classes and seminars ,and fewer cards, notes and meals out.
Recognition on Administrative
Recognition In General Professionals Day/Week
Form of Recognition Currently Prefer to Currently Prefer to
Receive Receive Receive Receive
(359) (359) (169) (388)
% % % %

Verbal recognition 1 1 3 5
Training classes/seminars 2 4 7 3
Lunches or dinners 3 6 2 5
Small gifts (like flowers, candy or a book) 4 9 1 1
Cards or notes 5 5 4 7
Gift certificates/cards to stores or restaurants 6 6 5 7
Cash bonuses 7 2 10 3
Additional time off 8 3 8 1
Larger gifts (like spa or travel certificates) 9 10 6 7
Visa/MasterCard/American Express gift cards 9 6 8 10

Q4 Thinking of all the ways in which your boss has recognized your contributions on the job, which one type of recognition is the most meaningful to you?
Q8 How does your boss typically recognize you on Administrative Professionals Day or during Administrative Professionals Week?
Q9 What is the one way you would most prefer to be recognized on Administrative Professionals Day or during Administrative Professionals Week?

Importance of Administrative
Professionals Day/Week
Only about half of Office Professionals state that recognition on Administrative Professionals
Day or Week is important to them. One in five say it is not important.
Importance of Recognition on

41%
44%
47% 48%
52%
Important (8-10)
Neutral (4-7)
Not Important (1-3)
24% Don't know
33%
29% 30%
28%

28%
21%
21% 19% 18%
5%
5%
3% 3% 2%
Total Office Manager Executive Assistant Office Administrator Administrative
Assistant
(128) (61) (130)
(64)
(388)
Base:
b c d
a

Q5 To what extent would you agree that it is important that your boss recognizes you in some way on Administrative Professionals Day or Week?

Reasons for Importance of
•Among those who value recognition on Administrative Professionals Day…
– Four in ten simply enjoy feeling appreciated.
– Two in ten welcome the opportunity to receive much deserved acknowledgement for all of their hard
work and the important contributions they make throughout the year.
•A few (about 5%) value this holiday because it may be the only day of the year that they receive any
recognition.
•Among those who are more neutral about recognition on Administrative Professionals Day or rate it as ―not
important‖…
– Two in ten receive recognition (mainly verbal) on a regular basis and therefore, do not feel the need
for a special day to be recognized.
– One in four prefer alternative approaches to recognition – receiving it on a regular basis (―not limited
to a single day‖) or tied directly to good performance (―when it is earned‖).
Among Office Professionals who see less value in recognition on Administrative Professionals Day, two in
ten express reservations about this annual event.
 10% dismiss it as a ―contrived‖ holiday.
 5% feel the value of the recognition they receive on this day is diminished by the sense that it is only
given because it is expected.
 Another 5% are uncomfortable with the fact that other professions don’t have a special day for
recognition and express concern that this allowance could result in their profession being taken less
seriously.

Reasons for Importance of Administrative Professionals Day/Week
Importance of
Important Neutral Not Important
Reasons for Importance
(8-10) (4-7) (1-3)
(184) (111) (81)
% % %
a b c
–
Important/Valued (net) 59 bc 26 c
Validates me/shows I’m appreciated –
29 bc 12 c
–
Nice gesture/feels good to be recognized 14 c 11 c
Ensures I’m recognized at least once a year –
9c 3
– –
Motivating/boosts my morale 7 bc
– –
Deserve It (net) 17 bc
– –
Work hard/do a good job 9 bc
– –
Do an important job/indispensible 8 bc
Not Necessary (net) 7 38 a 50 a
Feel appreciated/don’t need a special day 5 15 a 21 a
Don’t want it/need it (unspec.) 2 10 a 14 a
Other staff members don’t have a special day – 2 10 ab
–
Nice/Appreciated ,but not necessary 9a 2
Hurtful if I’m not recognized – –
5 bc
Not Celebrated (net) 4 12 a 11
Boss is busy/don’t expect to remember 3 7 1
Company/boss doesn’t celebrate 1 4 9a
Prefer Other Recognition (net) 2 22 a 28 a
Prefer recognition on a regular basis/not limited to one day 2 14 a 17 a
–
Prefer recognition at the time it is earned 9a 11 a
Not Meaningful (net) 2 10 a 20 a
Seems forced/contrived/silly 2 5 17 ab
–
Not meaningful if its forced/expected 5a 5a

Note: Only reasons mentioned by at least
5% of respondents are shown.

Employee Recognition and Job Satisfaction

Attitudinal Summary – Recognition and Job Satisfaction
Most Office Professionals agree that recognition is important to their job
satisfaction and that any kind of recognition they receive for their job
performance is appreciated. Additionally, the recognition they receive on
special days like Valentine’s Day or Administrative Professionals Day has
meaning (despite the fact that it may lack spontaneity).
Six in ten Office Professionals are satisfied with their job. Even more claim to
have a good relationship with their boss and feel that their boss appreciates the
work they do. However, only four in ten believe their boss understands nearly
every aspect of the work they do.
• Executive Assistants tend to have higher levels of overall job satisfaction and greater
confidence in the strength of the relationship they have with their boss.
• Office Managers are more likely to feel that their boss understands nearly every aspect of
their job.

About half of Office Professionals receive verbal recognition on a regular basis
and two-thirds claim this is the best kind of recognition to receive. However,
only four in ten agree that this is the only type of recognition they need.

Attitudinal Summary – Recognition and Job Satisfaction

Agreement with Recognition and Job Title
Job Satisfaction Statements Executive
% Rating 8-10 Assistant
(128)
(64) (61) (130)
% % % %
a b c d

78 83 79 82
81%
Any kind of recognition is appreciated

72 79 84 73
74%
Recognition is important to job satisfaction

63 78 a 72 69
71%
Have good relationship with boss

66 70 71 65
68%
Boss appreciates work

58 70 66 65
66%
Regular verbal recognition is the best

61 69 d 61 54
61%
Satisfied with job

53 56 59 55
56%
Get verbal recognition on a regular basis

53 d 42 48 38
44%
Boss understands nearly every aspect of job

38 41 39 39
40%
Only need regular verbal recognition

16 19 25 14
17%
Gifts on quot;specialquot; days aren't meaningful
Base: Total Sample (388)

Q1/2/10 Please indicate the extent to which you agree with each statement using a scale from 1 to 10 where 1 is ―Disagree Completely‖ and 10 is ―Agree
Completely‖.

Importance of Intangible Forms of Recognition

Importance of Intangible Recognition
•The value of intangible forms of recognition should not be overlooked. At least three-
quarters of Office Professionals agree that having a boss who is open to their
suggestions, encourages them to take on new responsibilities, recognizes them in meetings
with management, and gives them flexibility with their work schedule all represent
meaningful forms of recognition.
Job Title
Importance of Intangible
Forms of Recognition Executive
Assistant
% Agree (8-10) (128)
(64) (61) (130)
% % % %
a b c d

80 84 87 85
84%
Giving me flexibility with my schedule

83 84 89 82
81%
Being open to my ideas, suggestions

Recognizing my contributions in meetings with 83 80 80 79
80%
management

78 83 87 76
Encouraging me to take on new
74%
responsibilities/projects

Base: Total Sample (388)

Q11 Please indicate the extent to which you agree with each statement using a scale from 1 to 10 where 1 is ―Disagree Completely‖ and 10 is ―Agree
Completely‖.

Respondent Profile – Demographic Characteristics
Job Title
Office Executive Office Administrative
Manager Assistant Administrator Assistant
Total (64) (128) (61) (130)
(388) % % % %
a b c d
%
Gender
Male 6 19 bd 1 8b 3
Female 94 81 99 ac 92 97 a

Age
– –
18-23 1 2 1
24-30 8 2 8 12 10
31-39 15 10 14 25 a 15
40-49 39 52 d 38 36 32
50-59 31 32 27 25 37
60+ 6 5 10 3 5

Education
HS or less 9 11 10 9 9
Some College 57 51 63 c 43 62 c
College 26 25 24 36 25
Advanced Degree 7 14 bd 4 13 bd 4

Income
< $30,000 14 15 b 3 17 b 25 b
$30,000 to $39,999 26 25 17 32 b 32 b
$40,000 to $49,999 27 33 33 d 21 22
$50,000+ 33 27 47 acd 30 21

Residence
United States 91 91 95 c 80 92 c
Canada 8 8 5 18 bd 7
–
Caribbean Islands 1 2 2 2

Respondent Profile – Professional Characteristics

Job Title
Total (64) (128) (61) (130)
(388) % % % %
a b c d
%
Experience
Average years in profession 14.2 13.1 16.4 acd 12.9 12.7
Average years with current employer 7.2 7.4 c 7.6 c 5.8 7.6 c

Membership in Professional Organizations
Any 44 50 49 41 37
IAAP 29 19 37 a 23 28
AEAP 8 11 d 12 d 7 2
ASAP 12 20 13 8 10
Other 9 14 7 15 d 5

Professional Certifications
Any 38 37 36 48 37
CPS 21 20 22 22 21
CAP 21 20 20 27 20
Other 10 15 10 12 7

Respondent Profile – Employment Characteristics
Job Title
Total (64) (128) (61) (130)
(388) % % % %
a b c d
%
Employment Status
Work for someone else full time 91 83 97 ac 84 95 ac
Work for someone else part time 5 6 2 8 5
–
Self employed 4 11 b 1 8b

Size of Company (# of Employees)
10 or less 16 33 bd 9 35 bd 6
11 to 100 27 36 b 22 23 30
101-500 19 14 20 17 24
501+ 37 17 50 ac 25 41 ac

Industry
Financial/Insurance 11 8 14 9 9
Manufacturing 12 6 17 c 5 13
Professional Services 9 9 11 14 6
Medical/Healthcare 16 13 16 12 20
–
Hospitality 2 2 4 2
Retail 5 6 2 11 b 5
Technology/IT 7 6 8 7 5
Construction 5 13 b 1 7 5
Education 6 8 2 7 9b
Government 6 6 2 9 7
Non-profit 3 3 4 5 1
Other 17 21 21 11 17

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