Upload
althobaity
View
88
Download
0
Tags:
Embed Size (px)
Citation preview
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 1
Running Head: THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA
The Employee Perception of Using Social Networks
Saleh Althobaity
Queens University of Charlotte
12-05-2011
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 2
Abstract
This paper presents a discussion of the employee perception of the implementation of social
networks in the internal communication of their organization, in particular NATCO Saudi
Arabia. It is argued that social networks contribute to more efficient and reliable communication
due to higher levels of flexibility, transparency, and openness. The role of communication is
crucial in the context of social interactions that facilitate employee productivity and efficiency in
the long term. Four major research questions are addressed in the research paper: 1) how do
employees perceive they have changed in thought and action to respond to this business
environment, and how are these responses constructed through communication; 2) how do
employees consider the different aspects of internal communication; 3) what is the general
attitude of employees toward the implementation of social networks as a reliable way to enhance
internal organizational communication; and 4) how can the use of social networks in the
workplace improve communication and increase productivity and job efficiency. The
epistemology of the present study is interpretative in nature due to the use of interviews, a
qualitative research method. Twenty-five employees of NATCO Saudi Arabia were selected for
interviews on communication issues and social networks. Through an implemented discourse
analysis, it was found that employees positively perceive the use of social networks to enhance
internal communication in their organization.
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 3
The Employee Perception of Using Social Networks
Internal organizational communication is an extremely important aspect of the
contemporary business environment. Therefore, professionals in the field consider the
significance of applying innovative methods of ensuring high-quality communication in the
workplace (Cross & Thomas, 2011). The fact that competition is tougher than ever and
employees’ roles are constantly evolving is indicative of the necessity for organizations to
comply with the latest requirements and standards of internal communication. Technology is
progressing with incredible speed, which is illustrated by the persistent attempts of employers to
utilize proper technological means for enhancing communication (Dortok, 2006). The use of
social networks presents a relevant example of such rapid advancement. Individuals are highly
motivated to participate in social networking as a major channel of communication within their
organizations.
In general, social media demonstrates the significant capacity to mobilize different
communities toward achieving common goals. The implementation of social networks in the
workplace can facilitate a positive corporate culture of change and innovation that could further
lead to improved organizational performance and greater job satisfaction among employees
(Dolphin, 2005). Social networking by definition can create a strong sense of connection, and
thus it can synchronize and optimize different aspects of the work process. In this way,
employers and employees engage in an open, continuous dialogue and an important cultural
exchange (White, 2010). They accept the use of social networks as a viable opportunity to
challenge and connect, meaning the work process becomes more flexible and convenient.
Likewise, social networking is perceived as a preferable method of communication among
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 4
employees who tend to demonstrate a more individualistic working style (Cross & Thomas,
2011). Social networks encourage a corporate culture of personal and professional sharing that
can significantly increase employee motivation.
The popularity of Internet social networking sites is increasing and communicating
through the likes of Facebook and Twitter is becoming a part of life. Organizations extensively
focus on improving internal communication, and thus try to implement positive changes
(Moynihan & Pandey, 2007). Many enterprises have a diverse workforce across different sites,
which means the use of social media is necessary to share important information and ideas about
organizational development. When selecting optimal internal social platforms, companies must
consider the important aspect of flexibility (Dolphin, 2005). The assumption that one size fits all
is inappropriate and unreasonable; therefore, employers should promote transparency and
flexibility, while trying to avoid biased conclusions.
In the contemporary business environment, the use of the social intranet is an example of
social networks gradually increasing. Yet the social intranet is an ongoing project that is subject
to rapid development in the form of adding new features to enhance internal communication in
organizations (Jue, Marr, & Kassotakis, 2009). In using social networks for internal
communication, it is important to embrace an employee-centric approach. This refers to the
active participation of employees in the process of improving the various dimensions of internal
communication. Employers should demonstrate to workers that their voice matters and their
efforts are properly appreciated (Bartels, Pruyn, & De Jong, 2009). Clearly, an adequate social
media platform is necessary for achieving such important goals. Due to the great cultural
diversity in today’s workforce, employees can provide immense creativity. The purpose of this
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 5
research project is to explore the employee perception of using social networks in the internal
communication system of their organizations.
Framework and Rationale for the Study
Experts on management and leadership claim that good internal communication ensures a
stable foundation for efficiency in the organizational context (Cross & Thomas, 2011; Dolphin,
2005). It appears that effective internal communication starts with strong and reliable speaking,
listening, and questioning skills, and in presenting adequate feedback. Positive communication
undoubtedly ensures reliable management within organizations (Lucas, 2010). Employee
perceptions of internal communication are important to increase trust, loyalty, and productivity
in the long term and efficient internal communication represents a significant strategic platform
in contemporary business settings (David, 2011). Therefore, the development of an extensive
communication plan is crucial in the work process to help foster a stronger, more trustful
corporate culture.
In this context, I believe that the use of social networks will significantly improve aspects
of internal communication in organizations. Moreover, I contend that productivity will be
enhanced and employees will demonstrate higher levels of job satisfaction and motivation to
accomplish their professional goals (De Bussy, Ewing, & Pitt, 2003). Social networking is an
innovative approach to improving organizational internal communication, and thus employers
should harness its potential to facilitate employee engagement in various work processes (Jue,
Marr, & Kassotakis, 2009). This study explores the employee perception of how the
implementation of social networks in organizations can improve internal communication.
Employees come from different ethnic, social, and cultural backgrounds, which means their
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 6
perspectives on internal communication are diverse. Yet they are unanimous that social
networking can benefit them and their organizations (Dortok, 2006). The importance of this
study in the context of internal communication is clear, especially considering the numerous
advantages of modern-day technologies.
Theoretical Assumptions and the Role of Communication
The nature of social interaction/reality suggests that individuals regularly and extensively
communicate with one another as they present a certain meaning of their social behavior. From
the theoretical perspective of Weber, orientation shows people’s attempts to perceive their
behavior in relation to other persons (Weber, 1991). Such acknowledgement of others makes the
interaction social in its essence. The aspects of social interaction imply that the study of groups
of individuals is more appropriate in the organizational context than simply exploring individual
interactions. This study takes an interpretive, social constructionist perspective to explore how
employers perceive the use of social networks to facilitate internal communication in their
organizations.
This approach contends that I can work toward attaining a deeper meaning and
understanding of internal communication in the workplace. Employees obviously present a
complex web of relations that requires adequate interpretation in the context of communication
(Burr, 1995). The interpretive, social constructionist approach aims to attain a better
understanding of employees’ definitions and perceptions of social networks as a creative tool for
internal communication. In this way, personal experience is important, especially in social
interactions between individuals from different cultures. Therefore, the specific world of a lived-
in reality is important, as social actors (employees in the present study) construct such a world.
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 7
The basic theoretical assumption is that the ability to use social networks efficiently can increase
productivity and enhance internal organizational communication (Weber, 1991).
The interpretive framework is associated with elements of shared meaning in the sense
that employees demonstrate their capacity to engage in valuable social interactions that can
increase their knowledge. Such an interpretive paradigm suggests reactive elements and the need
to analyze and interpret the information obtained from the participants appropriately (Searle,
1995). The interpretive, social constructionist perspective allows the participants to describe and
explain the patterns of internal communication to which they adhere in their organizations. In
addition, it is important to consider how communication as a phenomenon develops in social
settings, as this is associated with the influence of various factors (Burr, 1995). Adopting this
approach can help me explore distinct personal experiences of internal communication in the
modern workplace. Undoubtedly, the role of communication is crucial to facilitate business
structures in society (Jue, Marr, & Kassotakis, 2009). Adequate corporate communication can
optimize both internal and external support to achieve corporate objectives.
Literature Review
The literature on the subject of internal communication and the use of social networks in
the workplace indicates certain important conclusions about the benefits of an extensive
relationship. Dolphin (2005) gives a relevant definition of internal communication, stating that
individuals and groups tend to communicate on a daily basis and coordinate their efforts in order
to improve the social interaction process. Transparency emerges as an important characteristic of
internal communication that can be facilitated through the mechanisms of sharing, openness, and
demonstrating a positive attitude toward engaging in communicative acts within organizations.
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 8
According to David (2011), patterns of internal communication dominate with high levels of
cohesion and coherence. A coherent internal communication structure provides employees an
opportunity to seek new approaches to improving interaction in the workplace.
White (2010) illustrates the importance of the community building approach in sharing
and interacting through social networking. Based on employees’ perceptions of internal
communication within a university environment, White’s study focuses on personal influence in
the process of building adequate communication patterns. The importance of a persistent
personal impact on communication is confirmed in the study of Moynihan and Pandey (2007),
who demonstrate that social networks are crucial to the development of better management
practices within contemporary organizations. Internal social networks are found to be a
significant factor in employee retention in the long term (Moynihan & Pandey, 2007).
In addition, Lucas (2010) is categorical that managers and leaders should not ignore the
advantages of social networking sites to improve internal communication. In the United
Kingdom, more than half of all employees tend to use Internet social networks in their
organizations (Lucas, 2010). This research indicates the efficiency of the Microsoft program
“Sharepoint”, which allows organizations to set up internal networking sites. Employees create a
personal profile page and use it to emphasize their specific skills, knowledge, and experience,
and thus keep in touch with other individuals working on the same projects.
The use of social networks is also increasing in organizations attempting to support
various employee development programs. The evolving nature of business in relation to
technological improvements leads to the requirement for constant improvement in terms of skills
and expertise, and means that employees should be prepared to deal with certain challenges in
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 9
the work environment (Cross & Thomas, 2011). In this sense, social networks present an
adequate opportunity to prepare employees by enhancing personal confidence, loyalty, and
collaboration (Jue, Marr, & Kassotakis, 2009; Lucas, 2010; White, 2010). Collaboration
enhances one’s ability to contribute essential information about different organizational aspects,
ranging from product specifications to explanations of complex work processes. In contemporary
business, it has become important to link social media with learning (Dortok, 2006), while
engaging employees in various positive, interactive ways is crucial for ensuring high-quality
management practices (Jue, Marr, & Kassotakis, 2009).
Lucas (2010) argues that blogging and Twittering are established ways of connecting
with employees within organizations. For instance, the researcher discusses the positive
experience of Nokia, which encourages an active blogging community. Such social interaction is
valuable for generating feedback and new ideas for business development (White, 2010). It is
important to move from the traditional, one-way structures of communication to a more flexible,
interactive dialogue between employers and employees to boost productivity and efficiency in
both the short and long term. Experts in the field are unanimous that employees should have an
opportunity to explore the various possibilities of social networks in the workplace because this
will increase transparency and accountability (Jue, Marr, & Kassotakis, 2009).
It is clear that well-informed employees can ascertain their opinions and ideas about
communication more effectively. There is a persistent belief that organizations that fail to
implement innovative social networks in their internal communication systems will not attain
adequate levels of efficiency and competitiveness in the business field (Cross & Thomas, 2011).
Social media acts as a catalyst for innovation and enhances the organizational capacity to remain
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 10
ahead in the competitive business environment. Although the concept of implementing social
networks in the contemporary workplace is new and exciting, not all managers prefer this
method of internal communication (Lucas, 2010). A significant number of managers prefer
traditional means of communication, such as phone calls and e-mail. However, it is important to
overcome these barriers and embrace the innovative approach of social media.
Today’s work environments are increasingly complex, which implies the necessity to
apply creative and more practical tools of internal communication. Employees are often widely
dispersed due to the rapid globalization of business and the increased rate of remote working,
further proving the necessity for more flexible means of communication (Moynihan & Pandey,
2007). Cross and Thomas (2011) thoroughly discuss the benefits of social networks, such as
flexibility, transparency, enthusiasm, authenticity, and greater productivity, and focus on the
need to provide a solid sense of purpose so that professionals in the field can validate the
structure of internal communication. Similarly, the main conclusion of Dortok’s (2006) study is
that deep commitment to innovative internal communication contributes to the increase of
productivity and purpose in undertaken projects. According to Jue, Marr, and Kassotakis (2009),
the positive perception of social media within the organizational context is widespread. The use
of blogs and social networking sites also appears beneficial to contemporary organizations.
Research Questions
The following research questions will be addressed in the study:
How do employees perceive they have changed in thought and action to respond to this
business environment, and how are these responses constructed through communication?
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 11
How do employees consider the different aspects of internal communication?
What is the general attitude of employees toward the implementation of social networks
as a reliable way to enhance internal organizational communication?
How can the use of social networks in the workplace improve communication and
increase productivity and job efficiency?
The research questions focus on employees’ distinct voices within their organizations, and this
illustrates the assumption that individuals deserve greater freedom and autonomy in making
important decisions in the organizational context. In this way, the research questions set a proper
direction for research in which I can thoroughly consider the benefits of innovative social
networks to improve certain communication patterns.
Summary and Preview
This study is dedicated to exploring employees’ perceptions of how the implementation
of social networks in organizations can improve internal communication. The importance of the
study is reflected in the necessity to describe and explain the issue of social media, which is
particularly relevant in today’s competitive and technologically advanced business environment.
Therefore, the urgency of relying on social networks is justified in the context of business
competition and expansion. As previously indicated, innovation and creativity are at the core of
improved business communication, productivity, and employee performance (Jue, Marr, &
Kassotakis, 2009). Therefore, the research questions relate to the following aspects: employee
perceptions of change in thought and action corresponding to the evolving business environment;
employee considerations of the various aspects pertaining to internal corporate communication;
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 12
employees’ general attitude toward applying social networks in the workplace; and employees’
practical suggestions for improving internal communication and productivity as a result of the
implementation of social networks. The research questions shed light on the specific parameters
and perspective of the study and focus on the aim of the researcher to promote the extensive use
of social networks in the workplace. The research method I plan to use in the study is the
interview, which is qualitative in nature. I believe that this method corresponds to the purpose of
the study because it allows me to focus on personal experiences of the explored phenomenon.
Methodology
Epistemology
The proposed epistemology for this study is interpretive, as the underlying idea is to rely
on epistemological assumptions about the relationship between social media and internal
communication. It is important to make explicit the epistemological orientation of the study to
interpret the research findings appropriately. The interpretative theoretical basis of the research
project is concerned with the extensive exploration of the meanings that participants in the study
assign to practices involving social networks and internal communication. The research
orientation will be interpretive because it is important to obtain the diverse views of individuals
resulting from shared meanings and social networking tools. Such epistemology is useful for
gaining an adequate knowledge of reality. The focus in the study will be on the complex
mechanisms of sense-making illustrated by participants as the specific situation regarding
internal communication gradually emerges. It is essential to note that the interpretive approach is
inductive in nature, meaning I will be concerned with the discovery and proper interpretation of
social patterns associated with internal organizational communication. I believe that the proposed
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 13
epistemological orientation can suggest practical ways to enhance internal communication
through the constant implementation of social networks.
Research Setting
The identification of the research setting is important because it can present valuable
information about the precise direction of the study. I plan to study the organizational context as
it pertains to the internal communication of NATCO, a German-based freight forwarding
company with offices, partners, and associates across the world. The present study will focus on
NATCO Saudi Arabia, which is one of the leading forwarders in the kingdom and the Middle
East. The head office of the company is in Jeddah, with further branches in Dammam and
Riyadh (NATCO Saudi Arabia, 2011), indicating the necessity to ensure open, transparent, and
flexible communication at all times during work processes and operations. The fact that the
identified international organization focuses on providing complete logistical solutions to various
businesses justifies the implementation of social networks as an enhanced tool of internal
communication.
The participants in this research project are 25 employees of NATCO Saudi Arabia who
have responsibility for marketing management operations, customer service, and export
operations. Clearly, the small sample size corresponds to the qualitative nature of the study
because the focus is not on large numbers, as in quantitative research, but rather on obtaining a
relevant, detailed account of participants’ personal experiences of the use of social networks and
their perceptions regarding aspects of internal communication. An important part of the study is
to obtain informed consent from the participants, as this will ensure strict compliance with the
ethical principles of conducting research with human subjects. I should present a thorough
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 14
explanation of the purpose of the study, a description of the procedures, and a description of any
foreseeable risks. The latter is unnecessary in the context of this study because there are no any
risks to the participants and their anonymity, confidentiality, and privacy is guaranteed.
Procedures
The qualitative research interview aims to gather the meanings of social networks and
internal communication in the specific world of the participants. The procedure of interviewing
allows for a better understanding of what the participants are actually meaning to say, which is
important because the major aim is to obtain the precise details of their experiences. Thus, I will
pursue extensive information on the topic of internal communication. The initial procedure of
interviewing is to explain the duration of the interview, which will be approximately half an hour
with each participant. I should also allow the interviewees to present any concerns or doubts they
might have about the process. Eventually, I would need to prepare a method for recording data,
in particular taking notes while listening to the participants’ answers. I will present various
relevant questions associated with social networks, definitions of internal communication,
perceptions of social media, general attitudes, frequency of using social networks in the
workplace, and practical suggestions for improving organizational communication in the long
term.
Data Analysis
I will interpret the obtained data using discourse analysis, which is an important means of
analyzing qualitative interview information. Participants’ interpretations of the phenomenon of
social networks are context-dependent and variable. Discourse analysis places importance on the
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 15
role of language to construct the social reality of internal communication within the
organizational context (Budd & Raber, 1996). By using this type of analysis, I can determine the
relevant knowledge and meanings in the context of the selected organization and participants.
The constructivist approach of interpretation ensured in discourse analysis refers to interpreting
people’s talk in daily life, under specific circumstances. I will start the qualitative analysis by
analyzing the precise distribution of answers on a question basis. This means that I will select
particular sections of participants’ discourse as providing reliable and satisfactory answers.
The approach to data analysis excludes the assumption that there is only one correct set
of participants’ beliefs about and perceptions of the explored phenomenon (Budd & Raber,
1996). It is important to consider that interviews produce theoretical, reflexive, and contextual
details. I will thoroughly consider all the accounts given by the participants to ensure adequate
levels of consistency and variation. The analysis of the obtained data should conclude with the
presentation of systematic relationships between descriptions, accounts, and assumptions made
by the participants in the study. I will pay particular attention to concepts that participants
repeatedly bring up, while inconsistencies in participants’ answers should be viewed as
differences between certain interpretative accounts (Budd & Raber, 1996). Therefore, there are
different starting points or presumptions of discourses related to the study of employees’
perceptions of the use of social networks in organizations.
Limitation/Delimitation
It is important to consider the potential limitations of the proposed research methodology.
First, I will try to avoid bias, because the qualitative method being used may create certain
preconditions for this. I want to prove that the use of social networks in the workplace is efficient
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 16
and reliable, but this may lead to biased responses from the participants. Therefore, I will try to
be objective when conducting interviews and analyzing responses. A second limitation relates to
the amount of time required to conduct the interviews, and finally, the proposed methodology
may not be generalizable due to the small sample size selected for this study.
Implications/Conclusion
The anticipated implications for both organizational and strategic communication are
extremely important as the study can present essential conclusions about creative ways to
improve internal communication in contemporary organizations. The most important implication
is that the use of social networks needs to expand quickly to attain greater employee productivity
and motivation to progress in the workplace. Clearly, an anticipated implication is that the
interviewed employees of NATCO Saudi Arabia demonstrate a positive attitude toward the use
of social networks in the internal communication channels of their organization. Such possible
findings illustrate the anticipated significance of the study for employees, consumers, and
participants in enhancing the understanding of the flexible and convenient features of social
networks as they pertain to internal organizational communication.
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 17
References
Bartels, J., Pruyn, A., & De Jong, M. (2009). Employee identification before and after an internal
merger: A longitudinal analysis. Journal of Occupational and Organizational
Psychology, 82, 113–128.
Budd, J. M. & Raber, D. (1996). Discourse analysis: Method and application in the study of
information. Information Processing & Management, 32, 217–226.
Burr, V. (1995). An introduction to social constructionism. London: Routledge.
Cross, R. & Thomas, R. (2011). A smarter way to network. Harvard Business Review, 89(7–8),
149–153.
David, G. (2011). Internal communication: Essential component of crisis communication.
Journal of Media Research, 2(10), 72–81.
De Bussy, N. M., Ewing, M. T., & Pitt, L. F. (2003). Stakeholder theory and internal marketing
communications: A framework for analysing the influence of new media. Journal of
Marketing Communications, 9, 147–161.
Dolphin, R. R. (2005). Internal communications: Today’s strategic imperative. Journal of
Marketing Communications, 11(3), 171–190.
Dortok, A. (2006). A managerial look at the interaction between internal communication and
corporate reputation. Corporate Reputation Review, 8(4), 322–338.
Jue, A. L., Marr, J. A., & Kassotakis, M. E. (2009). Social media at work: How networking tools
propel organizational performance. Malden, MA: Jossey-Bass.
THE EMOLOYEE PRECEPTION OF USING SOCIAL MEDIA 18
Lucas, E. (2010). Time to get savvy about social media. Professional Manager, 19(6), 22–25.
Moynihan, D. P. & Pandey, S. K. (2007). The ties that bind: Social networks, person-
organization value fit, and turnover intention. JPART, 18, 205–227.
NATCO Saudi Arabia. (2011). Profile. Retrieved from http://natcosaudiarabia.com/
Searle, J. (1995). The construction of social reality. New York: Free Press.
Weber, M. (1991). “The nature of social action,” Runciman, W.G. ‘Weber: Selections in
translation.’ Cambridge, MA: Cambridge University Press.
White, C. (2010). Internal communication, information satisfaction, and sense of community:
The effect of personal influence. Journal of Public Relations Research, 22(1), 65–84.