[Jjinbit] Kakao's One Month with 'OfficeFirst'... Communication Remains a Challenge [OfficeShift](16)

Change from Remote to Office-Centered Work System on the 2nd of Last Month
Decision on Method and Timing Optimized for Minimum Organization

Editor's Note[Jjinbit] is short for 'Jung Hyunjin's Business Trend' and 'Real Business Trend,' a segment that showcases trends in the changing nature of work. The segment within Jjinbit called 'Office Shift' closely examines the changes in offices triggered by the COVID-19 pandemic and aims to lay the groundwork for finding answers to new work styles through experiments we have experienced together. It will be delivered to you every Saturday and Sunday morning. After 40 installments, it will also be available as a book.

"It feels like many people are coming back to the office. The company building is bustling."

South Korea's leading IT company Kakao implemented the 'Office First' work system starting from the 2nd of last month. After adopting remote work as the default work system following COVID-19, this marks a major change after three years. Previously, remote work was the default, with employees coming to the office as needed, but now coming to the office is prioritized. The news that remote work, once a symbol of the pandemic, is being scaled back has drawn attention.

Three months before implementation, after the company's announcement, employee complaints flooded the anonymous workplace forum Blind. The fact that the labor union 'Crew Union' membership rate exceeded 50% was also interpreted as an effect of the office return. Domestic IT companies could not avoid employee backlash similar to what global IT companies like Apple, Amazon, and Google experienced while reducing remote work.

What does Kakao look like now, one month after introducing the Office First policy?

◆ Work styles determined by each team: "Everyone works in their own way"

Currently, it is known that about half of Kakao employees come to the office. Employees who commute to Kakao's Pangyo Ajit in Seongnam, Gyeonggi Province, said, "Each team works in various ways." This is because all forms are options, ranging from 100% full remote work, coming to the office 2-3 days a week, to 100% in-person work five days a week, and each team chooses the appropriate method. After the company announced the policy in December last year, work rules have been set and operated at the team (cell) level, usually with at least 2-3 members.

When asked which work style has the highest proportion?'100% remote or in-person,' '2 or 3 days a week in the office,' etc.?the company replied, "Since the minimum unit is the team, and both the period and method are flexible, calculating proportions is not very meaningful," adding, "Most can be considered 'hybrid' work." They explained that because each team’s method differs, it is difficult to calculate proportions by defining 'X days a week.' For example, some teams come to the office 3 days a month, others every Thursday, and some teams come to the office for collaboration depending on their current tasks.

Since Kakao designated office attendance as the default work system instead of remote work, it changed from a free seating system to fixed seating. Seats for teams that mainly adopted remote work are simply left empty. When asked if this creates inefficient space, the company responded, "Office First is an official work system," and "All seats have been assigned and will not be removed." The purpose of Office First is to encourage collaboration within teams in the office, so employees sit close to each other to facilitate smooth communication.

This approach differs somewhat from overseas IT companies focusing on reducing office costs amid economic downturn concerns. Google, for example, started a desk-sharing system for some employees last month. Employees who come to the office on Mondays and Wednesdays share desks with those who come on Tuesdays and Thursdays. Sundar Pichai, Google's CEO, mentioned, "Many employees point out that it feels like a ghost town when they see empty desks every time they enter the office."

◆ Though autonomous... can employees go against 'the company's will'?

The reason for friction during Kakao's Office First implementation seems to be poor communication with employees. Employees interviewed by the reporter about Kakao's Office First policy expressed regret. The company announced the policy in advance, set rules by team, and held meetings to prepare, but employees felt a gap between this and their actual experience.

First, there is criticism that it is hard to see the necessity of reducing remote work and expanding office attendance. Employee A said, "Practitioners have their work regardless of location. The majority opinion seems to be that working remotely does not necessarily mean inefficiency," adding, "The problem is the large difference in views on remote work efficiency between practitioners and management." Employee B said, "Personally, I find the office noisy, which reduces work efficiency."

Although teams set their own work systems autonomously, it was also evaluated that it was difficult for team leaders to go against the company's direction prioritizing office attendance. Employee A said, "We were asked to submit work system details by team, but if a team gives an unusual answer, it burdens the team leader." Another employee B said, "Although we were told to decide by the minimum team unit, some places are still pressured from above." Employee C said, "Ultimately, the company holds the overall decision-making power on work systems," adding, "Teams are currently free to decide, but adjustments can be made anytime."

Kakao's labor union, Crew Union, commented on the increase in union membership due to remote work reduction in January, saying, "Frequent changes in work systems had a bigger impact than remote work itself," and "Frequent decision changes are overwhelming for members."

One month after Office First's introduction, Seo Seungwook, head of Kakao's labor union branch, said, "Situations vary greatly by team," and "We mainly respond individually." Seo added, "We communicate with the company about work systems by discussing whether office attendance rates exceed a certain level or by assessing situations when specific teams face problems."

Some point out that Naver, Kakao's competitor, maintaining remote work psychologically affects employees. Since July last year, Naver has allowed employees to choose between full remote work and office work with at least three days a week in the office. Employees can decide every six months. The final work style decision is made by individuals considering their team's situation. Currently, Naver's remote work rate is about half.

Overseas, remote work is also used to attract talent. AI developer Ian Goodfellow's departure from Apple to Google's AI subsidiary DeepMind in May last year was triggered by the reduction of remote work.

Kakao explained, "Although the guideline suggests discussing work systems every three months, situations differ by team," adding, "Rather than fixing work systems, the core of Office First is to find the optimal solution through team discussions."