The Impact of Instant Messaging in the Workplace

The use of instant messaging (IM) technology at work is controversial, due to the interruptions it may cause and the difficulties associated with quantifying its benefits. In this study, we investigate the use and impact of IM tools in the workplace. Based on the communication performance theories and social network theory, we propose that the use of IM will result in work disturbance, improved communication quality and the establishment of trust between colleagues. These mediating variables will in turn enhance group outcomes. Our research model is validated by a survey of 253 working professionals. The data suggests IM can significantly contribute to communication performance in the workplace, where the benefits overwhelm the work interruption caused. Theoretical and practical implications are discussed

Sharing Knowledge in China: Experiences in an SME

In this article, we explore the experiences of a medium sized media relations firm based in Beijing, Shanghai, Guangzhou and Chengdu as it sought to establish a knowledge sharing culture. Building off existing initiatives involving online communication, as well as an espoused enthusiasm for sharing knowledge, we describe how we have started working with this firm as it seeks to develop a key knowledge sharing competence

Knoweldge Management Problems, Causes, And Solutions: Junior Knowledge Workers’ Prespectives

In the knowledge based society, organizations often encounter problems as they seek to manage knowledge. Consequently, they try to identify the causes of these problems and find solutions. In this article, we develop a knowledge management problems-causes-solutions framework that encompasses: problems associated with knowledge creation, storage/retrieval, transfer and application; causes, including organizational, human-related and technical dimensions; and both IT and non-IT solutions. Survey data from 143 junior knowledge workers is analyzed in a preliminary verification of the framework. The importance of the framework and its implications for knowledge management research and practice are discussed

Identify the Antecedents of Distrust in a Website

It has been widely accepted that distrust is qualitatively different from trust. Yet scholarly knowledge about the antecedents of distrust is scarce, while the antecedents of trust have received extensive attention. Furthermore, little empirical research has explored how website factors impact on the formation of distrust in a user. Drawing upon the review of distrust literature and competence-motive perception, we propose a new theoretical framework to explain how website factors impact on perceptions of the attributes of a given website, which in turn form user distrust. In this research, distrust is triggered by website evaluations in two areas, namely malevolence and incompetence. These two attributes are determined by three website factors: lack of structural assurance, interface design, and lack of third-party recognition. The proposed research model of distrust formation in the online context is verified by an online survey with 283 valid responses. We offer theoretical and practical implications for our findings

BEYOND INSTITUTION-BASED TRUST: BUILDING EFFECTIVE ONLINE MARKETPLACES WITH SOCIAL MECHANISMS

Researchers have devoted considerable efforts to design effective online marketplaces, especially with respect to the institutional structures believed to establish buyer trust in the community of sellers. Comparatively speaking, the effectiveness of social mechanisms, although practically evidenced as important, has received much less attention in e-commerce research. In the current study we explore the contribution of social mechanisms–specifically IT-enabled instant messaging, the message box, online community and informal coalition programme–to effective online marketplaces. We propose that these mechanisms facilitate social relationships and trust building processes during transactions, in addition to the existing institutional structures. When consumerto- consumer (C2C) transactions are considered risky, the buyer-seller social relationship is more critical for buyers when forming their transaction intentions. The research model is largely supported by a pilot study of 104 buyers of TaoBao.com, China’s C2C leading marketplace. We discuss the findings, implications, and our preparations for a large-scale study

Why Are Social Networking Applications Successful: An Empirical Study Of Twitter

Social networking applications (SNAs) are among the fastest growing web applications of recent years. In this paper, we propose a causal model to assess the success of SNAs, grounded on DeLone and McLean’s updated information system (IS) success model. In addition to their original three dimensions of quality, i.e., system quality, information quality and service quality, we propose that a fourth dimension – networking quality – contributes to SNA success. We empirically examined the proposed research model with a survey of 139 Twitter users. The data validates the significant role of networking quality in determining the focal SNA’s success. This study also highlights the overwhelming impact of networking quality on user satisfaction compared to the influence from information quality and service quality. The theoretical and practical implications are discussed

The Power of Computer-Mediated Communication Theories in Explaining the Effect of Chatbot Introduction on User Experience

Chatbots have increasingly penetrated our lives as their behavior growingly imitates a human interlocutor. This paper examines the effect of different methods of self-presentation of a chatbot on the end-user experience. An interlocutor in a computer-mediated communication (CMC) environment can either introduce itself as a chatbot, a human being, or choose not to identify itself. We conducted an experiment to compare these three methods in terms of end-user experience that comprises of social presence, perceived humanness, and service encounter satisfaction. Our data demonstrate that a chatbot that discloses its virtual identity is scored significantly lower for social presence and perceived humanness than other two choices of self-presentation. Key findings and the associated implications are discussed

Leveraging Rich Communication Tools: Evidence of Online Trust and Guanxi in China

Driven by the evolution of consumer-to-consumer (C2C) online marketplaces, we examine the role of communication tools (i.e., an instant messenger, internal message box and a feedback system), in facilitating dyadic online transactions in the Chinese C2C marketplace. Integrating the Chinese concept of guanxi with theories of social translucence and social presence, we introduce a structural model that explains how rich communication tools influence a website’s interactivity and presence, subsequently building trust and guanxi among buyers and sellers, and ultimately predicting buyers’ repurchase intentions. The data collected from 185 buyers in TaoBao, China’s leading C2C online marketplace, strongly support the proposed model. We believe that this research is the first formal study to show evidence of guanxi in online C2C marketplaces, and it is attributed to the role of communication tools to enhance a website’s interactivity and presence

The Multimethodological Investigation of Knowledge Sharing Practices in Eastwei

The sequential or parallel application of a number of complementary methods offers researchers the potential of a holistic perspective to analyse and interpret a phenomenon. In this paper, we report on our multimethodological investigation into the knowledge sharing practices of Eastwei, a medium sized firm providing professional services in China, guided by an overarching action research framework. We introduce the research context, explain the selection of methods, and describe our experiences in their application. We then reflect on the integration of complementary research methods and epistemologies in this research project, as well as the potential for similar integrations in future research as we assess the contributions of the research. Finally, we summarise the lessons learned and conclude the pape