Revistes Catalanes amb Accés Obert (RACO)

Gestió de la comunicació interactiva amb els empleats: efectes de les senyals de presència social, personalització, i velocitat de retroalimentació

Xavier Armengol-Vila

Resum


Purpose: Increasingly, organizations are more aware that business success is achieved
with constant and energetic work of all their members. Aspects such as the
commitment and motivation are crucial. This paper refers to the increasing need for
increasing the use of online communication channels to more effectively manage
relationships among their employees.
Design/methodology: Based on the media richness theory, there is a proposal to
examine the factors that affect effective communication, relating to information cues,
personalization, and speed in two different situations.
Findings: This paper provides eight proposals to stimulate future research in emerging
channels.
Research limitations/implications: In the study only considered two internet-based
communication channels: email and instant messaging.
Practical implications: Knowing the perception of employees is essential to improve
communication processes in organizations and institutions. The results of this research
can provide a clear view of the effects of the efficient use of new communication
channels.
Social implications: The ability of new mobile devices with permanent online
connection has favored the massive use of new communication channels. Knowing the
specific factors that influence the perception of users on new channels is a determining
factor in the media choice.
Originality/value: Although the intensive use of new communication channels is
evident, there are few studies that analyze the effects and the implications of their use
in organizations and institutions.

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