Communication in Internet Communication in Internet AgeAge

Phil RogersPhil Rogers

Mark KleinMark Klein

Tech AdvancesTech Advances

Advancements in technology have Advancements in technology have led to an decrease in interpersonal led to an decrease in interpersonal communication between managers communication between managers and employeesand employees

Survey work at General Electric and Survey work at General Electric and Hewlett-Packard in the 1980s Hewlett-Packard in the 1980s

Survey ResultsSurvey Results

"Rarely does research speak in such "Rarely does research speak in such a consistent voice: Employees prefer a consistent voice: Employees prefer hearing information from their hearing information from their supervisors" supervisors"

The conclusion: The better the The conclusion: The better the managers' communication, the more managers' communication, the more satisfied the employees were with all satisfied the employees were with all aspects of their work life. aspects of their work life.

Mass Media UsageMass Media Usage

DownsizingDownsizing Lack of skillLack of skill Global scatteringGlobal scattering TrainingTraining TimeTime

Yet another surveyYet another survey

My immediate manager gives me My immediate manager gives me feedback on my performance on a regular feedback on my performance on a regular basis.basis.

My immediate manager is usually helpful My immediate manager is usually helpful when I request assistance with a problem when I request assistance with a problem related to my job.related to my job.

My immediate manager communicates My immediate manager communicates well on a one-to-one basis.well on a one-to-one basis.

My immediate manager is accessible.My immediate manager is accessible.

Survey continuedSurvey continued

I think my job performance is evaluated I think my job performance is evaluated fairly.fairly.

I am kept well informed about matters that I am kept well informed about matters that affect me and my job.affect me and my job.

From what I see in my entity, employees From what I see in my entity, employees are willing to go to management with bad are willing to go to management with bad news about work.news about work.

The communication processes in my The communication processes in my organization are working well.organization are working well.

ResultsResults

Managerial communication Managerial communication effectiveness correlates to employee effectiveness correlates to employee job performance.job performance.

Important questionsImportant questions

1. What's my job?1. What's my job? 2. How am I doing?2. How am I doing? 3. Does anyone care?3. Does anyone care? 4. How are we doing?4. How are we doing? 5. Where are we headed?5. Where are we headed? 6. How can I help?6. How can I help?

Employee’s info concernsEmployee’s info concerns

CredibilityCredibility AccuracyAccuracy CompletenessCompleteness

StatsStats Communication Source Credibility Preference Use

Face to face with immediate manager 1 0.9 0.75

Companywide intranet portal 0.82 1 0.89

E-mail from business unit exec 0.71 0.72 0.48

Coffee talk with business unit exec 0.7 0.68 0.18

TV, radio, newspaper, Internet 0.53 0.32 1

E-mail from my immediate manager 0.41 0.3 0.3

E-mail from CEO 0.38 0.33 0.27

Grapevine, coworkers 0.37 0.31 0.95

Business unit intranet site 0.31 0.29 0.23

Broadcast voicemail from biz unit exec

0.19 0.18 0.17

Video message from CEO 0.19 0.21 0.03

Audio conference with biz unit exec 0.17 0.14 0.06

Internet chat rooms 0.07 0.05 0.14

””Electric communication will never Electric communication will never be a substitute for the face of be a substitute for the face of someone who with their soul someone who with their soul encourages another person to be encourages another person to be brave and true. “ brave and true. “ --Charles Dickens--Charles Dickens

SourceSource

Management communication: Management communication: unlocking higher employee unlocking higher employee performanceperformance

Communication WorldCommunication World,  ,  March-April, 2005March-April, 2005  by  by Brad WhitworthBrad Whitworth,  ,  Betsy Betsy RiccominiRiccomini