| Summary: | 碩士 === 國立政治大學 === 傳播學院碩士在職專班 === 107 === Communication software coupled with mobile instant messaging, the employees in the airplane company felt more pressure and have completely changed the dynamics of their professional life in this respect. This study takes a Taiwanese international airline company as an example, to analyze the types, functions and benefits of the mobile instant messaging application used in internal communication among flight crewmembers. This research also analyzes message delivery strategy from the usage habits, the interactive behaviors of the message recipient, and the manager's perspective.
This study used an in-depth interview with flight crewmembers of a Taiwan-based International Airline company. The author used the records of the multimodal dialogue system to rate by respondents to measure their agreement on usability concepts of the mobile instant messages. The researcher also interviewed many respondents and collect data by direct observation. The internal organizational communication within the airlines covers the comprehensive work and life of the employee; therefore, it needs to be included in the interview for analysis.
The study demonstrated that the immediacy of the mobile instant messaging application keeps the company's message instantly by the crewmembers, which would form some rules of internal communication that would determine on how work-life reach a balance. Within this group of international flight crew members, those who have been on the job are highly professional, high security required, and the nature of their jobs such as jetlag prohibits communications, the mobile instant messaging app does satisfy the needs of delivery/execution plan tasks. Use of the mobile instant messaging application in the workplace influenced by the cultural norms of the organization by setting a rule in their internal communication. At the same time, the habits of individuals using mobile instant messaging application also present different message processing patterns. Instant messaging is the multi-tasking tools of choice most people chatting over IM do other things at the same time. The use of IM in workplace is more intrusive than the use of phone, more immediate than email and has added advantage due to the ability to detect presence. To sum up, there are still many drawbacks of only relying on communication application, and still need to assist by offline communication tools, especially for managers. This study suggests that the integration of communication channels and system simplification will facilitate and fulfil the communication in the Airlines industry.
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