Employee reactivity and adaptation to observation on the job

In the course of studying police dispatchers, five observers recorded the reactions of the employees (N = 37) to their presence throughout the work shift on three separate occasions. Four major research questions were considered: (a) extent of reaction, (b) relationship between interactions with the observer and changes in employees' work activities, (c) independence of verbal and nonverbal behavioral reactions, and (d) adaptation. On average, subjects or other employees initiated 10 interactions per hour with observers. These interactions were classified as subject-initiated (a) verbal, content related to research procedures; (b) verbal, non-research-related in content; (c) nonverbal only or (d) other employee-initiated verbal comment. Interaction with the observer was not related to the amount of work the subject did. Subjects' nonverbal and verbal responses were unrelated to each other as well as to the verbal responses of other employees. A priori expectations concerning adaptation to observation were tested with a 3 × 3 (segment by day) repeated-measures factorial design. Significant adaptation (P < 0·01) occurred within and between days in subjects' comments about research procedures and all comments from other employees. However, other behaviors showed with no evidence of adaptation or actual increases. The implications of these findings for measuring reactivity and deciding when adaptation has occurred are discussed.