Managing Interactive communications with Employee: The effects oh social presence cues, personalization, and the speed of feedback

Abstract

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/approach: 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 and Originality/value: 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 newchannels 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.