How Job Design Shapes Effective Communication for Relational Coordination in Remote Work.

Abstract

The theory of relational coordination proposes that frequent, timely, accurate and problem solving communication foster relationships of mutual respect, shared goals and shared knowledge, and vice versa, and that these dimensions support effective work coordination. With increasing numbers of employees working remotely, Advanced Communication Technologies (ACTs) play a crucial role for fostering communication necessary for relational coordination. Analysing data on user-ACT-interaction from semi-structured interviews, we find that the same material features of an ACT can lead to contrasting affordances or constraints, explaining employees’ varying ability to maintain frequent, timely, accurate and problem solving communication. The HR practice of job design influences, which affordances or constraints users’ perceive by shaping physical, task and relational characteristics of a job. Specifically, the early introduction of a comprehensive ACT that integrates various features into one technology, the existence of interdependent tasks that require frequent and ad hoc exchanges, the embeddedness in larger cross-departmental networks and a team context valuing face-to-face interactions foster the perception of affordances underlying effective communication.