Usage pattern and productivity impact of computer-mediated communication in a developing country: An exploratory study

Abstract

For almost two decades, computer-mediated communication systems (CMCS) have been a major management communication medium in business organizations. This paper reports the findings of a case study of a large organization in Saudi Arabia. Data were collected from 136 CMCS users who have been using CMCS for an extended period of time. The results indicate that users exhibit high level of use of the CMCS. Generally, users view the CMCS as an important business communication medium. Almost one-third of the respondents notice a decrease in their use of other communication media while the rest observe no change. Communication partners were not limited to users' colleagues (same management level) but also included their superiors (higher management level). System-oriented contextual attributes including proper training, informative documentation, awareness campaigns, and good maintenance have emerged as the most important dimensions that may encourage or limit CMCS use. Also, users emphasize the importance of features as confirmation of receipts and message prioritization in CMCS. High levels of satisfaction and productivity impact are reported. The results provide useful insights into the management of CMCS organizations working in developing countries.