2017.02.08 the darkside of enterprise social media
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Dr. Eoin Whelan Business Information Systems Group
National University of Ireland, Galway [email protected]
The Darkside of Enterprise Social Media
Technology is neither good nor bad
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Enterprise Social Software
• $5.6 billion will be spent by corporates on social media platforms in 2016 (Forrester Research 2016)
• 64% of Irish businesses used ESM (Eurostat 2016)
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…the watercooler conversation, now lives somewhere between your instant messaging network, email discussion treads, and the public blogosphere” (Brown 2007).
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The Bright Side � Studies report ESM use is positively associated with:
� Employee innovation (Gray et al. 2011) � Community relations (Kane et al. 2009) � Worker performance (Wu 2013) � Social capital (Moser et al. 2013) � Employee engagement (Koch et al. 2012) � …even the equity value of firms (Luo et al. 2013)
Unintended Consequences
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Information Overload
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Information Overload � Linked to
� Stress (Tarafdar, et al. 2007)
� Low morale (Ayyagari, et al, 2011)
� Poor decision-making (Pennington & Tuttle, 2007)
� Decreased productivity (O'Reilly 1980)
French Law
Le droit de la déconnexion
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Communication Overload � Communication overload is the undesirable condition
arising when communication demands from ICT channels, such as social media, exceed users’ processing capacities (Cho et al. 2011). � Knowledge workers seek information while communication is
initiated by a third party
� IRC project � Communication diversity � Forced multitasking � Cognitive skills
Social Media and Overload
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Technostress
Technostress � One’s inability to cope or deal with ICTs in a healthy
manner. � Causes
� Information overload � IS invasion of personal life � Inability to deal with uncertainty and complexity of IS � A sense of insecurity due to rapid advances in IS.
� Technostress may significantly reduce job satisfaction, commitment, innovation, and productivity.
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Work related stress � According to the American Psychological Association,
chronic stress is linked to the six leading causes of death: heart disease, cancer, lung ailments, accidents, cirrhosis of the liver, and suicide.
� More than 75 percent of all visits to the doctor are for stress-related complaints.
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We don’t know we are stressed
Riedl, R. et al., 2012. Technostress from a neurobiological perspective: System breakdown increases the stress hormone cortisol in computer users. Business and Information Systems Engineering, 4(2), pp.61–69.
Media Multitasking
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Multitasking � Studies show that people check their mobile devices up
to 150 times a day � The typical office employee gets distracted every 15
minutes
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Our own study � 130 NUIG students � Multitasking computer self-efficacy weakens the effect of
information overload, and reinforces the effect of communication overload on social network fatigue
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Innovation
Studies in Progress
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Cognitive disfluency A bat and a ball cost $1.10 in total. The bat costs $1.00 more than the ball. How much
does the ball cost?
Future study – cognitive disfluency A bat and a ball cost $1.10 in total. The bat costs $1.00 more
than the ball. How much does the ball cost?
� Fluent state - students averaged 1.9 correct answers out of three � Disfluent state – students averaged 2.45 correct answers out of
three � http://faculty.chicagobooth.edu/nicholas.epley/Alteretal.pdf
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2 x 2 Design High Cognitive
Disfluency
High Multitasking
No Cognitive Disfluency High Multitasking
High Cognitive Disfluency No Multitasking
No Cognitive Disfluency No Multitasking (Control Group)
Information Retention
In progress
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