A Study of the Relationship between Mobile Instant Messaging Used and Organizational Communication Effectiveness: Exploring the Mediating and Moderating Effects of Reply Expectation and Communication Direction

• Main Authors: HUANG, MEI-CHUN, 黃媺淳
• Other Authors: HUANG, CHIUNG-HUI
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/947rbx

碩士 === 國立高雄科技大學 === 人力資源發展系 === 107 === With the changes in communication technologies and usage habits, mobile instant messaging has been widely used in the workplace assignment tasks and as a communication tool, so that members of the organization are not limited by time and space, and they can instantly contact and share information. It brings new ways of communication for interpersonal and organizational communication models. However, mobile instant messaging has the characteristics of instant participation. When we are communicating, we expect the other party to reply to the message because we have a psychological expectation of each other, thus affecting the communication effectiveness of the organization. In addition, within the organization, different communication directions will also change the impact of the use of mobile instant messaging on the reply expectation. This study explored the relationship between mobile instant messaging used, reply expectations, communication direction, and organizational communication effectiveness. The research samples were from the members who use mobile instant messaging for communication in different industry organizations. This study used a convenient sampling method and taked online questionnaire in December 2018 to January 2019. A total of 387 questionnaires were validly responsed with 92.81% valid response rate. The analysis results found that there are significant differences between different individual demographic variables in mobile instant messaging used, reply expectation and communication direction. In addition, mobile instant messaging used has a significant positive relationship with organizational communication effectiveness and reply expectation. And reply expectation also has a significant positive relationship with organizational communication effectiveness. Besides, reply expectation has a mediating effect between mobile instant messaging used and organizational communication effectiveness, and communication direction has a moderating effect between mobile instant messaging used and reply expectation. Finally, the study proposes the use of mobile instant messaging as a communication management practice within an organization.