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 businesssuccess is achieved with constant and energetic work of all theirmembers. Aspects such as the commitment and motivation are crucial. Thispaper refers to the increasing need for increasing the use of onlinecommunication channels to more effectively manage relationships amongtheir employees.Design/methodology: Based on the media richness theory, there is aproposal to examine the factors that affect effective communication,relating to information cues, personalization, and speed in twodifferent situations.Findings: This paper provides eight proposals to stimulate futureresearch in emerging channels.Research limitations/implications: In the study only considered twointernet-based communication channels: email and instant messaging.Practical implications: Knowing the perception of employees is essentialto improve communication processes in organizations and institutions.The results of this research can provide a clear view of the effects ofthe efficient use of new communication channels.Social implications: The ability of new mobile devices with permanentonline connection has favored the massive use of new communicationchannels. Knowing the specific factors that influence the perception ofusers on new channels is a determining factor in the media choice.Originality/value: Although the intensive use of new communicationchannels is evident, there are few studies that analyze the effects andthe implications of their use in organizations and institutions.