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Group7 Electronic miscommunication
 

Group7 Electronic miscommunication

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We made this presentation for the Course Organizational Psychology

We made this presentation for the Course Organizational Psychology

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    Group7 Electronic miscommunication Group7 Electronic miscommunication Presentation Transcript

    • Anneleen De Coster - Ben De Coninck - Eline Derriks - Elke Paulissen - Erik Sevenans - Filip Van Uytsel -Group 7 Janelle Nuyts - Jan Boelanders - Liesbeth Schepers - Matthias De Boodt - Pieter Haeck - Stefano Moi - Tom Op’t Roodt - Thomas Van Ryckeghem - Wouter Wouters - Yaiza Saez - Vega Fernandez Martin
    • Electronic Mis communication Anneleen De Coster - Ben De Coninck - Eline Derriks - Elke Paulissen - Erik Sevenans - Filip Van Uytsel -Group 7 Janelle Nuyts - Jan Boelanders - Liesbeth Schepers - Matthias De Boodt - Pieter Haeck - Stefano Moi - Tom Op’t Roodt - Thomas Van Ryckeghem - Wouter Wouters - Yaiza Saez - Vega Fernandez Martin
    • IT-consulting – Technology – Healthcare+/- 74 000 48Employees (2011) Countries
    • People about Communication Technology & Email“I think it is great thatpeople can use moderncommunicationtechnology to reach meanytime, anywhere” “But don’t you get me started about email… email’s a %@§*$!”
    • Example EmailFrom: Thomas_harding@atos.comTo: sarah_walker@finance.atos.com, charles_wartowski@it.atos.com, john_casey@it.atos.comCC: devon_woodcomb@finance.atos.com, lester_patel@it.atos.cm, … and 27 othersSent: October 17th 2010, 13:10:48Subject: RE: IMPORTANT: read this!Charles, Sarah. I have been waiting for three hours since my last message for youto upload the most recent version of the BACUS-proposal. The financialstatements must be updated ASAP, or we will get into serious problems. What didour legal department say about our first draft of the proposal? Their remarksshould be taken into account immediately! I WANT THE RESULTS IN MY INBOXBY 16:00!John, how for are you with the follow-up of our newer trainees? Remind themthat they have to be in the office an hour early tomorrow, so we can start thefirst SAP-training session on time. There will be SEVERE CONSEQUENCES forlate-comers. Also, can you come by my office before you go home tonight?
    • StructureCaseWhat is communication?Email & Problems Lack of cues & emotions Delayed Feedback Ambiguity Neutrality & Negativity effect Overload & StressSolutions
    • Message to be sentSender Encoding Message Receiver Channel Feedback Message Received Decoding Message
    • Noise
    • Information-Richness Video Conferences Voice mailLean Memo’s E-mail Face Rich Online discussionMedia group Telephone -to- Media Conversations face
    • Information-Richness Video Conferences Voice mailLean Memo’s E-mail Face Rich Online discussionMedia group Telephone -to- Media Conversations face Everytime Everywhere
    • StructureCaseWhat is communication?Email & Problems Lack of cues & emotions Delayed Feedback Ambiguity Neutrality & Negativity effect Overload & StressSolutions
    • Information-Richness EmailLeanMedia Information - Richness
    • Email Problems Overload & Lack of StressCues & Emotions Neutrality & Negativity Effect Delayed Ambiguity Feedback
    • Lack ofEmotions
    • Lack of EmotionsClarify the Group Reasons Identity Relationship development
    • Lack of Cues Delaying Feedback
    • Ambiguity
    • Neutrality and Negativity effectNeutrality Effect Negativity Effect
    • Sender Receiver Age Neutrality Effect
    • Sender Receiver Relative Status Negative Negativity Effect Affectivity
    • Sender factors Receiver factors Relative Negative Age Status Affectivity Neutrality Effect Negativity Effect
    • Sender factors Receiver factors Relative Negative Age Status Affectivity Social context Factor Message factors Neutrality Effect Negativity Effect
    • Overload
    • Informational Tsunami
    • Worldwide: 294 billion emails per day 1,9 billion email users = 155e-mails per person per day
    • Overload facts+/- 60% of e-mails are non-spam must be answered5- 20 h per week reading/writing e-mails 60% needs to handle work email at home
    • Stress
    • Communication Timing
    • Communication Timing
    • Communication Timing
    • StructureCaseWhat is communication?Email & Problems Lack of cues & emotions Delayed Feedback Ambiguity Neutrality & Negativity effect Overload & StressSolutions
    • Delaying Overload Feedback & StressAmbiguity Email Training Lack of Cues Neutrality & Negativity and Emotions Effect
    • SenderTraining
    • Subject: RE: IMPORTANT: read this!Subject: Pr-6789: Banners General Site Overload Ambiguity & Stress
    • ThinkBefore you send Lack of Cues and Emotions
    • Neutrality Lack of Cues& Negativity and Emotions Effect Don’t sent emails when you’re emotional
    • Neutrality Lack of Cues& Negativity and Emotions Effect “That was clear”“That was clear :-p” Emoticons
    • ReceiverTraining
    • Organizing& Filtering Overload & Stress
    • Read in different ways Neutrality Lack of& Negativity Cues & Ambiguity Effect Emotions
    • Schedule Overload & Stress
    • Delayed FeedbackFeedback
    • Alternatives
    • ero Em ailZ
    • Overload & Stress Corporate Social Media DelayedFeedback
    • Overload & Delayed Stress Project management Tools Feedback
    • Zero EmailYammer & Basecamp
    • Zero EmailYammer & Basecamp Email
    • Questions?
    • Shoot
    • SourcesPapersByron, K. (2008). Carrying too heavy a load? The Landry, E.M. (2000). Scrolling Around the NewCommunication and Miscommunication of Emotion by Organization: The Potential for Conflict in the On-LineEmail. Academy of Management Review, 33(2), 309-327. Environment. Negotiation Journal, 16(2), 133-142.Jackson, T.W., & van den Hoof, B. (2012). Understanding the van Veenen, J. (2010). Dealing with Miscommunication,Factors that Effect Information Overload and Distrust, and Emotions in Online Dispute Resolution.Miscommunication within the Workplace. Journal of TISCO Working Paper Series on Access to Justice, DisputeEmerging Trends in Computing and Information Sciences, 3 Resolution, and Conflict System Design, 4,(8), 1240-1252. Burgess, A., Jackson, T., & Edwards, J. (2005). Email training significantly reduces email defects. International Journal ofBarley, S.R., Meyerson, D.E., & Grodal, S. (2011). E-mail as a Information Management, 25(1), 71-83.Source and Symbol of Stress. Organization Science, 22(4),887-906. Shannon, M.P. (2011). Supervising Your Team Electronically: E-mail Dos and Don’ts. Law Practice Magazine, 37(2),Burkell, J., & Kerr, I.R. (2000). Electronic Miscommunicationand the Defamatory Sense. Canadian Journal of Law andSociety, 15, 81-110.Rockmann K.W. & Northcraft, G.B. (2008). To be or not to Booksbe trusted: The influence of media richness on defection Robbins, S.P., & Judge, T.A. (2013). Organizationaland deception. Organizational Behavior and Human Behavior. Boston: PearsonDecision Processes, 107, 106-122.
    • SourcesOther SourcesBlodget, H. (2011). BOMBSHELL: Huge Company Bans Internal Email, Switches Totally To Facebook-Type-Stuff AndInstant Messaging. http://www.businessinsider.com/company-bans-email-2011-12, 04 December, accessed09.11.2012.Allen, P. (2011). One of biggest information technology companies in the world to abolish e-mails. http://www.dailymail.co.uk/news/article-2067520/One-biggest-IT-companies-world-abolish-emails.html, 30 November,accessed 09.11.2012.Kim, S. (2011). Tech Firm Implements Employee ‘Zero Email’ Policy. http://abcnews.go.com/blogs/business/2011/11/tech-company-implements-employee-zero-email-policy/, 29 November, accessed 09.11.2012.Griggs, B. (2011). Tech firm wants to ban office e-mail. http://edition.cnn.com/2011/12/05/tech/web/atos-office-e-mail-ban/index.html, 6 December, accessed 09.11.2012.Winckelmans, W., & Van Driessche, W. (2011). Lieten blundert SP.A vernieling in. http://www.standaard.be/artikel/detail.aspx?artikelid=P736BUI3, 19 February, accessed 06.11.2012.