Mobile Instant Messaging Service Research Articles

Mobile instant messaging services in the local governments: citizens’ uses of the WhatsApp services of the Spanish City Councils

Mobile instant messaging services such as WhatsApp have become increasingly relevant among citizens in recent years. By a quantitative approach based on a survey (n=1,202), our objective is to find out why citizens use WhatsApp and, to be more specific, why they use the WhatsApp service offered by the city council of the municipality of residence where they live. The results show how age, gender, and the respondents' educational level are related to the different uses they make of WhatsApp, especially concerning actions related to participation. Second, the local government WhatsApp service still has an intermediate penetration among citizens, so there is much room for improvement. Finally, the data reveals that age and gender determine the uses of the City Council WhatsApp service. These findings provide interesting data for local governments to improve the relationship with citizens through this mobile communication tool.

Factors influencing m-loyalty and customer reuse intention toward mobile instant messaging services

PurposeThis study aims to empirically examine the factors that affect mobile loyalty (m-loyalty) and its influence on customer reuse intention towards mobile instant messaging services. This study identified measurement items to assess the business users and individual users reuse intention towards mobile instant messaging services and test the relationship in the conceptual model. This study bridges a literature gap focusing on m-loyalty and its impact on customer reuse intention, which has not received attention previously.Design/methodology/approachTo evaluate the influence of the factors, this study identified and extracted the items from past literature to develop the survey instrument. This study surveyed 600 respondents including business users and individual users from the Delhi-National Capital Region of India and applied the structural equation modelling to test the conceptual model.FindingsThe results revealed that satisfaction and m-loyalty have a direct effect on the business users and individual users’ reuse intention of mobile instant messaging services. This study found that satisfaction, usability, perceived value, commitment, trust and m-loyalty influence on business users reuse intention. This study indicate that enjoyment has an insignificant relationship on m-loyalty for business users followed by usability and enjoyment has an insignificant relationship on m-loyalty for individual users. Further, female gender does not moderate the relationship between satisfaction and business users reuse intention. The cognitive absorption and the unified theory of acceptance and use of technology (UTAUT) theories supported evaluating the association between the factors in the context of business and individual users reuse intention of mobile instant messaging service.Research limitations/implicationsThe empirical findings imply that all the factors except enjoyment have directly influenced the business users reuse intention of mobile instant messaging. The significant influence of usability factor on the business users reuse intention towards mobile instant messaging is the major variation between the validated models of business and individual samples. The results of influencing factors of m-loyalty and its impact on customer reuse intention are associated with cognitive absorption and the UTAUT theories.Practical implicationsFocus on these factors can be beneficial for the business users, managers, mobile instant messaging service providers and application developers to increase customer loyalty and reuse intention for the mobile instant messaging services. This research will facilitate mobile instant messaging service providers to keep their services market relevant and focus on user satisfaction in building applications for loyalty.Originality/valueThis research identified measurement items from earlier literature to identify, analyze and verify the relevance of these factors in m-loyalty and customer reuse intention of mobile instant messaging services and fill the gap in customer reuse intention of mobile instant messaging services literature.

WhatsApp and transparency: an analysis on the effects of digital platforms’ opacity in political communication research agendas in Brazil

This article aims to discuss what we call environmental opacity, a condition of mobile instant messaging services (MIMS) that operates on the basis of end-to-end encryption systems. Utilizing WhatsApp as a specific example, the article presents two fundamental dilemmas around which some issues concerning transparency are mobilized when it comes to digital private communication. The first of them relates to how end-to-end encryption has simultaneously become an asset and a problem for democratic environments; on the one hand, protecting users’ privacy, and on the other, allowing for the circulation of misinformation and harmful content. The second dilemma deals with how this environment of opacity impacts the ethics and transparency of scholarly research focused on WhatsApp and other MIMSs. The paper also reviews an extensive body of studies that discuss the political uses of WhatsApp in different dimensions, and argues that emerging countries with large user bases, such as Brazil and India, have experienced a series of negative effects after the adoption of WhatsApp by politically oriented groups. Among the main proposals, the article suggests some measures to foster platform transparency and facilitate scientific research instead of hindering it.

The Negative Campaign on Telegram: The Political Use of Criticism during the 2021 Community of Madrid Elections

Mobile instant messaging services have become a standard tool for political actors in communicating with citizens, especially during electoral campaigns. Telegram predominates in this context of disintermediated communication with the electorate. This platform enables parties to issue electoral information while taking advantage of this private space to criticize their adversaries. They do it with messages linked to negative emotions that generate a deeper impact on the audience, although they imply risks such as political polarization. This research analyzes the use of criticism to the adversary by political parties on Telegram during the electoral campaign. For this purpose, a descriptive study with an exploratory purpose was chosen, and a quantitative content analysis was carried out on 710 messages published on Telegram by the main political parties that stood for the elections to the Community of Madrid held in 2021. These parties are the PP, Ciudadanos, Podemos, Más Madrid, and Vox. The PSOE has been excluded as they did not make any publication during the analyzed period. The results show that criticizing the adversary is an emerging communication strategy in political parties on Telegram. Unlike other social media such as Facebook, the attacks on rivals are used on this platform mainly by the parties in the government, who focus their criticism on the president of the Spanish state. The attacks are mainly directed at the professional trajectory of their rivals and question the credibility of any action carried out by them.

Redes Sociais e Aplicativos de Troca de Mensagens Instantâneas na Eleição de Jair Bolsonaro como Presidente do Brasil em 2018

ABSTRACT Studies that have used survey data to analyze the reasons behind the Jair Bolsonaro’s presidential victory in 2018 have highlighted factors such as conservative ideology, antipetismo (resentment against the Brazilian Workers’ Party) and populism. In all of them, media variables are treated superficially, as if their role in politics and elections was simply to “deliver a message” to voters. We contest this view that the media played a secondary role in voters’ decisions, emphasizing instead the effects of social networks and mobile instant messaging services. Based on data from the Brazilian Electoral Study, a post-electoral survey, we show that the use of Facebook, WhatsApp and YouTube as sources of political information almost doubled the odds of one voting for Bolsonaro. This places them at a level of importance similar to that of other variables, such as anti-pluralist discourse, religious values and right-wing ideology.

Telegram in campaign: the use of mobile instant messaging services in electoral political communication

The use of mobile instant messaging platforms has increased in recent years in political communication given the private nature of this form of communication, a trend which has increased during the COVID-19 pandemic. The aim of this research is to know the Telegram usage done by the main political parties within the election campaign. For this purpose, the Catalan election of the 14th of February 2021 are studied with a quantitative content analysis on a sample composed of 600 messages published by five political parties (PSC, Vox Barcelona, ERC, Junts per Catalunya, CUP and En Comú Podem). Results show that one of the most important functions of this platforms is the information and dissemination of its electoral programme. Regarding the main topics, the organization and functioning of the campaign and the political wrangling predominate. Our findings show that the position of the different parties regarding the independence of Catalonia, their political trajectory and their position within the government/opposition axis are conditioning factors of their communication strategy on this platform. Finally, the analysis of the public impact of the published messages reveals the disconnection between the parties and the citizens. In addition, a “more is more” effect which determines that the more messages are broadcast on this platform, the greater the number of views by users is, is detected. These data reveal new evidence on how Telegram is being used in the election campaign by political actors.

Does population size matter? Political participation of citizens through mobile instant messaging services depending on the place of residence

The use of mobile instant messaging services is increasing among citizens. Applications like WhatsApp, with more than 2 billion users around the world, have changed the way we communicate. The objective of this research is to know how citizens make use of the WhatsApp service launched by the town hall of their municipality of residence. To do so, an online survey was carried out on 1202 citizens residing in Spain. The sample has been stratified considering the size of the municipality of residence of the respondents. The results show that the City Council’s WhatsApp service has greater penetration in smaller municipalities (up to 10,000 inhabitants). Therefore, these citizens would show more serious concern for local politics than the rest. Regarding its use, it stands out how residents in small municipalities use it more for informational purposes, while residents in medium municipalities (from 10,001 to 100,000 inhabitants) and large municipalities (more than 100,001 inhabitants) participate more and use it more frequently to register for the services offered by the City Council, as well as to raise doubts about the management run by the municipal corporation.

A dynamic network perspective on the evolution of the use of multiple mobile instant messaging apps

ABSTRACT Mobile instant messaging (MIM) services have emerged as digital platforms for closed and private modes of communication. The present study adopts a dynamic network approach to understanding how MIM apps are used in combination with each other. The changing patterns of cross-platform MIM use are reflected in the structural dynamics of the audience overlap network among 58 MIM apps over March 2019 to March 2021 period. The results of the separable temporal exponential random graph model indicated that the formation and persistence of audience overlap was explained by network self-organization and app reach, but not by app engagement. These effects were observed when app-level confounding factors were held constant.

The Private Is Political: Partisan Persuasion through Mobile Instant Messaging Services

AbstractThe use of mobile instant messaging services (MIMS) for the dissemination of electoral information has been increasing in recent years. Drawing on a novel dataset from a 2015 post-electoral survey in Spain, we focus on individuals’ digital political behavior, both public and private. Our results show that, in a context of high electoral volatility and polarization, right-wing supporters are willing to engage in political persuasion activities using tools such as MIMS in the private digital arena but not publicly (e.g., on social media). In contrast, left-wing milieus develop mobilization efforts in both public and private settings. We argue that distinct political styles are key in accounting for the difference in channels of partisan persuasion, in which preference falsification mechanisms are involved in the public sphere. These results bear important implications for the understanding of false information exchanges in the private sphere, social media activism, and political participation. Additionally, they help us shed light on the recurring failure of polls in capturing electoral behavior among right-wing voters in polarized elections and referenda.

The ‘new age’ of political participation? WhatsApp and call to action on the Brazilian senate’s consultations on the e-cidadania portal

ABSTRACT Mobile Instant Messaging Services (MIMS) were first used for political campaigning in the 2018 Brazilian elections; they were also used for engaging people in public consultations. This article aims to analyze the specifics of the call to action used on WhatsApp for consultations on the Brazilian Senate’s e-Cidadania Portal during the 2018 electoral campaign. Moreover, our research aims to understand the extent to which the calls to action were used in the campaign during a time of strong political polarization in the country. The methodology consists of a content analysis aimed at understanding the message content of the consultations, how that content was shared, and similarities between this call to action and the electoral campaign strategies. The results show that this call to action caused a participatory distortion on that particular Portal, the topics covered were part of the elected candidate’s campaign platform, and the strategy was maintained after elections.

Are digital platforms potential drivers of the populist vote? A comparative analysis of France, Germany and Italy

ABSTRACT Populist parties are often argued to be very skilled in using digital media to attract supporters and strengthen linkages with their followers. However, only rarely has research shown this linkage empirically. This study explores whether arguments about the relation between digital platforms and populist voting can be substantiated using comparative survey data in France, Germany and Italy. Digital media include a variety of online platforms that can affect populist vote in different ways. This article addresses the relation between the political use of digital platforms and the populist vote. First, it looks at how the use of Social Networking Sites (SNS) and Mobile Instant Messaging Services (MIMS) is related to voting for populist parties. Second, it assesses whether the role of digital platforms is different for supporting digital ‘immigrant’ and digital ‘native’ populist parties. Third, it explores country differences in the relation between SNS and MIMS’ use and the populist vote. Using original online surveys, the article shows that political activities on SNS and MIMS platforms (sending messages or posting, discussing or convincing others to vote for a candidate) increase the probability of voting for populist parties. However, it also finds that the political use of digital media is associated with the populist vote under certain (and limited) circumstances, that is only for a subset of populist parties. Finally, it identifies important differences in how SNS and MIMS are linked to the populist vote in countries presenting diverse institutional features, web regulations and constellations of media systems.

A Relationship-Centered and Culturally Informed Approach to Studying Misinformation on COVID-19

The panic and anxiety that accompanies a global pandemic is only exacerbated by the spread of misinformation. For COVID-19, in many parts of the world, such misinformation is circulating through globally popular mobile instant messaging services (MIMS) like WhatsApp and Telegram. Compared to more public social media platforms like Facebook and Twitter, these services offer private, intimate, and often encrypted spaces for users to chat with family members and friends, making it difficult for the platform to moderate misinformation on them. Thus, there is an enhanced onus on users of MIMS to curb misinformation by correcting their family and friends within these spaces. Research on understanding how such relational correction occurs in different parts of the globe will need to attend to how the nature of these interpersonal relationships and the cultural dynamics that influence them shape the correction process. Thus, as people increasingly use MIMS to connect with close relations to make sense of this global crisis, studying the issue of misinformation on these services requires us to adopt a relationship-centered and culturally informed approach.

Where are the Students? Social and Learning Practices in Digital Settings

The aim of the study is to understand the role of social presence in digitally mediated learning processes and, consequently, to improve the design of the courses we teach at UNED. The spaces of greatest interaction between students are social networks and mobile instant messaging services, not only for social purposes but also for learning. That is why we are researching about students’ practices in those spaces while they are studying. In this paper, we present preliminary findings identifying if those social interactions happen within the online courses or in other digital spaces.

Effects of Organizational Use of KakaoTalk, a Mobile Instant Messaging (MIM) Service, on Employees’ Attitudes toward Current Organization in Korea

Present-day organizations have become largely dependent on mobile instant messaging services (MIMs) for various organizational purposes. Focusing on the increasing use of MIMs in today’s organizations, this study aims to explain how different aspects of KakaoTalk, the most dominant MIM in Korea, influence employees’ attitudes toward their current employers, and how these attitudes impact the employees’ intentions to stay at their present workplaces. Overall, with the exception of one factor (satisfaction with KakaoTalk use), all other factors (perceived quality of information exchanged through KakaoTalk, belongingness through KakaoTalk, and KakaoTalk overload) significantly influenced employee’s attractiveness toward their current employers. Specifically, while KakaoTalk overload’s effect on perceived organizational attractiveness was negative, two other factors were positively associated with it. Perceived organizational attractiveness also strongly influenced employees’ intention to stay at their present workplaces. These findings contribute to expanding practical and theoretical understandings regarding the critical roles of MIMs in the efficient management of organizations in this hyperconnected society.

The Personal Is the Political? What Do WhatsApp Users Share and How It Matters for News Knowledge, Polarization and Participation in Chile

Mobile instant messaging services (MIMs) are important gateways to news exposure and political conversations. Nevertheless, we still know little about the specific uses and consequences of using messaging apps on other aspects of democratic citizenship. This is especially true in Latin American countries, where usage of MIMs is more widespread than any other social media. Using a two-wave panel survey conducted in the context of the 2017 Chilean elections, this study examines the information sharing practices of WhatsApp users, comparing the antecedents and effects of the spread of personal (e.g., family, work) and public affairs content (e.g., news, political messages). Findings show that sharing on WhatsApp was rather equal across social groups, and that it could exert a significant influence on learning about politics and issues in the news as well as on protesting and other political behaviors. We discuss possible explanations, limitations, and significance of these results for digital journalism research and practice.

Factors encouraging mobile instant messaging service use in medical education.

BackgroundMobile instant messaging services are being increasingly used for educational purposes, but their effectiveness in medical education is not well known. We assessed whether students’ use of Kakao Talk (a mobile instant messaging service) during the early period of a week of clinical education influenced its use for academic purposes during a later period of the same week.MethodsThe online communication records of 151 third-year medical students (in 39 clinical education groups) who used Kakao Talk during clinical education were reviewed. The 39 groups were categorized as low, middle, or high according to the number of total chats (on all subjects, not just academic) per student over five days. The relationship between the number of total chats during the first two days and the number of academic chats during the last three days (of five-day chatroom weeks) was analyzed.ResultsThe number of total and academic chats over all five days, the first two days, and the last three days was highest in groups with the highest number of total chats per student. Similarly, the highest number of students posting total and academic chats was found in these groups. In addition, the number of academic chats per student and the frequency of questions raised by students were also highest in these groups. During the last three days, the number of students posting total chats was lower than that during the first two days, and the number of academic chats per student posting academic chats was higher. The number of total chats on the first or second day positively correlated with the maximum value of academic chats on the third to fifth days.ConclusionHigh frequency mobile instant messaging use early on in clinical education might encourage its use for academic purposes during later periods.

Informal Language Learning Through Mobile Instant Messaging Among University Students in Korea

Mobile technologies and platforms that facilitate communication across different languages are increasingly relevant in a world characterised by the global flows of diverse populations and disparate digital environments. This qualitative study explores communication between native and non-native speakers of Korean, mediated through mobile instant messaging in the sophisticated digital environment of South Korea. This article reports on two studies that examined the experiences of English-speaking language instructors (Study 1) and international students (Study 2) in a private university situated in South Korea during 2012 and 2015, respectively. This is done by focusing on face-to-face and screen-to-screen communication, and the co-dependencies arising between language instructors and international students. Between 2012 and 2015, large upgrades in the local digital environment saw the emergence of ubiquitous low cost or free high-speed Wi-Fi coverage and a near universal national adoption of a local mobile instant messaging service. The participants in Study 2 were widely found to be digitally literate and demonstrated an acuity with mobile instant messaging. They developed creative solutions for communication and language learning by blending sociolinguistic and linguistic competencies within mobile instant messaging chat rooms. This article highlights the changes that have occurred between 2012 and 2015 and demonstrates the need for further research into how mobile instant messaging services support communication between people from different language and culture backgrounds, particularly for people without access to formal language instruction.

Continued Use of Mobile Instant Messaging Apps: A New Perspective on Theories of Consumption, Flow, and Planned Behavior

Mobile instant messaging (MIM) services have entirely changed the communication landscape from where it was a decade ago. They have taken communication among humans to the next level. However, despite their massive popularity among masses, we do not know of specific reasons that drive continuous use of MIM apps (e.g., LINE, WhatsApp, and Snapchat). The current study bridges this gap by investigating the continuation behavior in the context of a popular MIM app called LINE. The study developed a comprehensive framework using three popular consumer behavior theories, namely theory of planned behavior, flow experience theory, and consumption value theory. A total of 309 middle and late adolescent LINE users participated in an online survey. The analysis revealed that perceived ease of use (PEOU), functional value, and social value exert significant positive influences on users’ continuation intentions. The PEOU was found to have the strongest influence among all. Additionally, social influence was found to have the significant but negative influence on users’ continuation intentions. However, other factors (perceived enjoyment, concentration, telepresence, and perceived behavioral control) have no role in predicting continuation intentions. Furthermore, continuation intentions were found to have no impact on users’ actual LINE use related behavior. The findings of the present research offer several theoretical and managerial implications.

Engagement, satisfaction and customer behavior-based CRM performance

PurposeIn recent years, marketers have adopted new technologies to engage customers and better meet customer needs throughout the customer journey. The purpose of this paper is to investigate the impact of consumer engagement on satisfaction and behavior-based CRM performance generated by mobile instant messaging (MIM) services. The objective is to verify which aspects of consumer engagement generate satisfaction and optimize customer relationship management.Design/methodology/approachData were made available for analysis from an online survey on customers who had been contacted or had contacted an organization by means of MIM. Based on literature analysis, relations between customer engagement dimensions, satisfaction and behavior-based CRM performance were studied by using structural equation modeling.FindingsThe cognitive engagement dimension and the emotional engagement dimension affect the level of satisfaction, but only the emotional engagement dimension has an effect on the behavior-based CRM performance, while social engagement does not affect satisfaction and CRM performance. Moreover, this study confirms the relationship between customer satisfaction and customer behavior-based relationship performance.Practical implicationsMIM used as support to the relationship with customers contributes to generating customer satisfaction and increases the value of service performance revealing it an excellent marketing tool in support of the customer journey.Originality/valueThis research extends our understanding of customer engagement in the ambit of the instant messaging application used for business that so far has not been investigated. This work shows how instant messaging can be a valid instrument for customer relationship management in optimizing the benefits deriving from the adoption of disruptive innovations.

Breathing life into social presence

Abstract Whilst many studies focus on human-to-media interactions, this paper turns to how a multimodal medium contributes to human-to-human interaction. By bringing together both radical embodied cognitive science (Chemero 2009) and dialogism (Linell 2009), the paper develops an anti-representationalist approach to the concept of social presence. We use an exploratory study of close friendships that maintain their interaction through the use of the mobile instant messaging service WhatsApp. In so doing, we describe texting as language-activity where people engage with each other by using resources from body, environment, and brain. Our work represents a major departure from previous studies of mobile interaction in adopting an embodied view of language and cognition. By so doing, we show how parties create anticipatory routines that enable them to ‘hear’ and ‘see’ their interlocutor. The paper’s main contribution is to draw attention to this kind of heightened social presence that we choose to call “co-imagining”.