This research drew on qualitative interview and time diary data with two professional service firms to investigate the ways in which digitalisation was reshaping experiences of work. Findings revealed that within organisations, digital technologies can be used in ways that may help to build inclusionary ways of working. Workers from these groups said they benefitted from increased flexibility and autonomy over where, when and how they work. For some, access to training through digital platforms was also beneficial. However, digitalised working also had downsides. In particular, it could lead to erosion of boundaries between work and home life, exacerbated by increased availability, connectivity and lack of clear expectations. For managers in particular, digitalised working could increase work intensity through an increased volume of communications from staff and clients. Remote working also posed challenges for networking and relationship building. These findings highlight that digital inclusion is not only a policy issue but a question for firms, particularly as the impacts vary by sector, profession and workplace culture. As new digitalised working practices are adopted, firms should consider the impacts on different groups and how digital connectivity policies and guidelines can support inclusion goals.This research drew on qualitative interview and time diary data with two professional service firms to investigate the ways in which digitalisation was reshaping experiences of work. Findings revealed that within organisations, digital technologies can be used in ways that may help to build inclusionary ways of working. Workers from these groups said they benefitted from increased flexibility and autonomy over where, when and how they work. For some, access to training through digital platforms was also beneficial. However, digitalised working also had downsides. In particular, it could lead to erosion of boundaries between work and home life, exacerbated by increased availability, connectivity and lack of clear expectations. For managers in particular, digitalised working could increase work intensity through an increased volume of communications from staff and clients. Remote working also posed challenges for networking and relationship building. These findings highlight that digital inclusion is not only a policy issue but a question for firms, particularly as the impacts vary by sector, profession and workplace culture. As new digitalised working practices are adopted, firms should consider the impacts on different groups and how digital connectivity policies and guidelines can support inclusion goals.

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