The impact of communication technologies on individual workers' productivity Information Systems Science Master's thesis Kimmo Pekkanen 2012 Department of Information and Service Economy Aalto University School of Economics HELSINKI SCHOOL OF ECONOMICS (HSE) Department of Information and Service Economy The impact of communication technologies on individual workers’ productivity Case TeliaSonera Information Service Management Master’s thesis Kimmo Pekkanen k77303 Spring 2012 Approved by the Head of the Department of Information and Service Economy _____/_____ 2012, and awarded the grade ____________________________________________________ ABSTRACT Nowadays technology is being widely used in almost every aspect of our lives and thus it is essential to understand the role of communication technologies and the ways in which it modifies how we communicate with each other. The research is mainly conducted in the form of case study. The aims of this research are to identify the capabilities that the communication technologies offer in a target company and how these capabilities are used in practice. Additionally we need to understand how social and situational factors modify the way people use a specific technology. The goal is to understand how the use of communication technologies can affect individual workers’ productivity. Productivity is mainly measured on how communication technologies can enhance individuals in performing communicational activities. The conclusion of the research indicates that communication technologies do not themselves provide productivity gains. Even though individuals have the knowledge and possibility to use the technologies, they also need to use them in a coherent companywide manner. By introducing a communication technology no gains are achieved. In the worst case, an environment with dispersed communication possibilities can hamper the productivity of a worker. Furthermore, the research concludes that new communication tools cannot change communication practices inside a company without up-to-date communication culture and guidelines. A company’s communication culture often has a significant impact in guiding how employees communicate. However, the existence of such culture can vary a lot between different companies and teams within companies. Table of Contents 1. INTRODUCTION ................................................................................................................................................... 1 1.1 BACKGROUND FOR THE RESEARCH ...................................................................................................................... 3 1.2 RESEARCH QUESTION AND OBJECTIVES OF THE RESEARCH ................................................................................. 7 1.3 STRUCTURE OF THE STUDY ................................................................................................................................... 8 2. LITERATURE REVIEW ....................................................................................................................................... 9 2.1 THE CONCEPT OF FIT ............................................................................................................................................ 9 2.2 INFORMATION SYSTEM THEORIES ...................................................................................................................... 12 2.2.1 Task-Technology Fit .................................................................................................................................. 13 2.2.2 Adaptive Structuration Theory ................................................................................................................... 17 2.2.3 Fit-Appropriation Model............................................................................................................................ 22 2.2.4 Media Repertoires ...................................................................................................................................... 23 2.3 MEDIA TRAIT THEORIES .................................................................................................................................... 25 2.3.1 Media Richness Theory .............................................................................................................................. 25 2.3.2 Channel Expansion Theory ........................................................................................................................ 26 2.3.3 Media Synchronicity Theory ...................................................................................................................... 29 2.4 COMMUNICATION IN ORGANIZATIONS ............................................................................................................... 33 2.4.1 Communication Process ............................................................................................................................ 34 2.4.2 Defining Task and Task-Media Fit ............................................................................................................ 36 2.4.3 Time, Interaction and Performance ........................................................................................................... 39 3. FRAMEWORK ..................................................................................................................................................... 43 3.1 TECHNOLOGY FRAMEWORK ............................................................................................................................... 43 3.2 PROCESS FRAMEWORK ....................................................................................................................................... 45 4. METHODOLOGY ................................................................................................................................................ 46 4.1 RESEARCH METHOD ........................................................................................................................................... 47 4.2 DATA COLLECTION ............................................................................................................................................ 50 4.2.1 Information gathering ................................................................................................................................ 50 4.2.2 Questionnaire ............................................................................................................................................. 55 4.2.3 Interviews ................................................................................................................................................... 51 4.3 VALIDITY AND RELIABIY ................................................................................................................................... 52 5. EMPIRICAL STUDY ........................................................................................................................................... 53 5.1 CASE : TELIA SONERA ......................................................................................................................................... 54 5.2 COMMUNICATION MEDIA ................................................................................................................................... 55 5.2.1 Information Communication Technologies Available ................................................................................ 55 5.2.2 Analysis of Technology Capabilities .......................................................................................................... 59 5.2.3 Individual Factors ...................................................................................................................................... 72 5.2.4 Communicating Tasks ................................................................................................................................ 74 5.2.5 Tasks, Technology and Individual Factors ................................................................................................ 75 5.3 ORGANIZATIONAL STRUCTURES ........................................................................................................................ 80 5.3.1 Cultural impact .......................................................................................................................................... 81 5.3.2 Training ..................................................................................................................................................... 83 6. FINDINGS .............................................................................................................................................................. 84 7. CONCLUSIONS .................................................................................................................................................... 87 APPENDIX 1: INTERVIEW QUESTIONS ........................................................................................................... 89 REFERENCES .......................................................................................................................................................... 92 List of Abbreviations AST = Adaptive Structuration Theory BUS = Business Unit Service CET= Channel Expansion Theory CMC = Computer Mediated Communication DSS = Decision Support System FAM = Fit-Appropriation Model GDP = Gross Domestic Product ICT = Information Communication Technology IM = Instant