Computer-mediated-communication and social networking tools at work

Purpose – Advances in information technology (IT) have resulted in the development of various computer‐mediated communication (CMC) and social networking tools. However, quantifying the benefits of utilizing these tools in the organizational context remains a challenge. In this study, the authors aim to investigate the effects of three specific tools, viz. instant messenger, email and knowledge forum, on facilitating the communication and social network at work, and their subsequent influence on individuals’ work performance. Together with a social network diagram, the proposed model is validated by a survey of 59 employees of a company which embeds these three CMC and social networking tools in the work process. The key findings, implications and future research are discussed. Design/methodology/approach – The authors verify the research model with data from the Hong Kong office of an international bank headquartered in London, UK. They also collected the data on the social networks of 59 employees to draw a network diagram of the respondents using the social network analysis software UCINET. Findings – The research model is fully supported by the survey data. Meanwhile, the social networks analysis also suggests the linkage of using IM at work and the high level of degree and high level of closeness. Originality/value – This study provided an empirical verification of media performance theories, evidenced by interactive tools such as IM and email. This research also directly linked the elements of social network, viz. degree, closeness and betweenness, with the CMC and social network tools, the communication, interactivity, relationship, and work performance

Explaining the role of user commitment in extended use of information systems:An empirical investigation

Post-adoptive usage behaviors of information systems (IS) are critical for a firm to successfully improve performance and sustain competitive advantages. As a form of post-adoptive usage, extended use is conscious behavior beyond routine that requires the extra involvement of users’ time and efforts. Drawing upon the insights from the IS continuance model and organizational commitment theory, we developed a research model to investigate the role of user commitment in extended use of IS in this study. With the survey of 240 ERP users, our results indicated the important basis of IS continuance model for understanding post-adoptive extended use. We also found the different roles of commitment factors in explaining extended use. Specifically affective commitment influences extended use via user satisfaction; while continuous commitment has a direct effect on extended use. This study highlights that the integration of user commitment factors with IS continuance model contributes to better understanding post-adoptive extended use

Interactive or interruptive? Instant messaging at work

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 for individuals, teams and organizations. In this study, we investigate the use and impact of IM tools in the workplace. Based on theories of communication performance and social networks, we propose that while the use of IM will cause work interruption, it will also lead to improved communication quality and the establishment of trust between colleagues. These mediating variables will in turn influence group outcomes. We validate our research model with data collected through a survey of 253 working professionals. The data suggests IM can significantly contribute to communication performance in the workplace, where the benefits overwhelm the negative effects associated with work interruption. The theoretical and practical contribution and implications of the research are discussed

Developing a competitive edge in electronic markets via institutional and social based quality signaling mechanisms

Much recent effort has been put into developing effective electronic markets. However, the research has mainly focused on institutional trust-building mechanisms. Practically, sellers lack guidelines in shaping competitive edges in electronic markets where institutional mechanisms have been applied to all sellers. In order to fill this gap, we examine the impacts of institutional and social mechanisms on seller differentiation, drawing from quality signaling theories in economics. Hierarchical regression analysis of the objective data crawled from TaoBao.com reveals these two competing categories of quality signal mechanisms result in interesting seller differentiation. Findings, implications and future research are discussed

How to retain consumers:A trust-commitment model

Although studies on the determinants of consumers’ continuance intention in e-marketplaces have grown in recent years, the research is predominantly related to unidimensional trust and commitment. In this research, we focus on the distinct roles of different types of consumer trust and commitment on consumers’ continuance intention. Drawing upon trust and organizational commitment theories, we develop a continuance intention model that includes two types of trust and two types of commitments. We collected a sample of 287 online consumers to validate the theoretical model. Our data suggest that consumers’ trust and commitment positively affect their continuance intention. Our study also indicates that the psychological states underlying commitments are different. Key findings and implications are discussed

Information technology to support informal knowledge sharing

The knowledge management (KM) literature largely focuses on the explicit and formal representation of knowledge in computer-based KM systems. Informal KM practices are widespread, but less is known about them. This paper aims to redress this imbalance by exploring the use of interactive information technology (IT) applications for informal knowledge sharing (KS). We develop theoretical propositions to highlight the key facets of informal KS processes, and illustrate them through an interpretive case-study analysis of KS in two public relations firms in China. We then discuss the implications of our findings for practice in both China and beyond. Finally, we recommend a research agenda to further investigate informal, relationship-based knowledge sharing