Perceptions Of Communication Quality Research Articles

Effects of internal crisis communication during the COVID-19 pandemic: employee perceptions of communication quality, leadership and relational outcomes

PurposeThis study, informed by the Situational Crisis Communication Theory, aims to suggest two primary response strategies that can be used for effective internal crisis communication during a pandemic situation, such as COVID-19. The effect of base response strategies on employees' perceptions of communication quality, leadership and relational outcomes were investigated.Design/methodology/approachAn online survey of full-time employees in the United States was conducted.FindingsThe findings showed that for an instructing information strategy, not all types of information were equally associated with positive employee responses in terms of perceived quality of internal communication related to the COVID-19 pandemic and transformational leadership. Specific information that employees need to know in order to safely perform daily tasks, such as organizational protocols and thorough preparation, seem to be the most needed and desired information. Adjusting information was positively associated with employee perceptions of internal communication quality and perceptions of CEO leadership. Employees' perceived quality of internal communication affected by the base crisis response strategies were positively correlated with perceptions of transformational leadership and relational outcomes (i.e. employee trust in the organization, employee perceptions of the organization's commitment to relationships with employees, employee support for organizational decision-making related to COVID-19).Originality/valueThis study presents important theoretical and practical insights through an interdisciplinary approach that applies the theoretical framework and relationship-oriented outcomes of public relations to public health crisis situations.

Can Technology Transform Communication Between Schools, Teachers, and Parents? Evidence from a Randomized Field Trial

Abstract We study the adoption and implementation of a new mobile communication application (app) among a sample of 132 New York City public schools. The app provides a platform for sharing general announcements and news, as well as engaging in personalized two-way communication with individual parents. We provide participating schools with free access to the app and randomize schools to receive intensive support (training, guidance, monitoring, and encouragement) for maximizing the efficacy of the app. Although user supports led to higher levels of communication within the app in the treatment year, overall usage remained low and declined in the following year when treatment schools no longer received intensive supports. We find few subsequent effects on perceptions of communication quality or student outcomes. We leverage rich internal user data to explore how take-up and usage patterns varied across staff and school characteristics. These analyses help to identify early adopters and reluctant users, revealing both opportunities and obstacles to engaging parents through new communication technology.

Do parasocial relationships and the quality of communication with AI shopping chatbots determine middle‐aged women consumers' continuance usage intentions?

AbstractArtificial intelligence (AI) assistants, or chatbots, have become widely used on several retailers' websites. Effective interaction and communication with AI chatbots can deliver a better consumer experience by assisting with decision‐making, ultimately supporting purchase intentions. Based on parasocial theory, this study focuses on how interactions with AI shopping chatbots impact consumers' perceptions of communication quality, satisfaction, and continuance usage intentions. Partial least squares structural equation modeling (PLS‐SEM) was employed to assess the proposed research model using data from 184 Korean middle‐aged women who shop online. Participants completed the shopping process with the assistance of an AI shopping chatbot and responded to survey items about their experiences. In particular, the findings reveal the structural process whereby a consumer's parasocial relationship with an AI shopping chatbot ultimately increases continuance usage intentions through perceived communication quality and satisfaction. The results indicate that a parasocial relationship positively influences communication quality with the chatbot, which in turn increases satisfaction and continuance usage intentions. These findings provide marketers with theoretical and practical guidance for enhancing consumer experiences in the online shopping environment.

YÖNETİCİNİN İLETİŞİM TARZI VE İLETİŞİM KALİTESİ ALGISI, YÖNETİCİYE DUYULAN GÜVEN VE İŞ TATMİNİ ARASINDAKİ İLİŞKİLER

This study that aimed to investigate the relationship among perception of communication style, perception of communication quality, trust toward manager and job satisfaction, sampled employees from textile industry. Pearson's r correlation coefficient analyses showed that there are significant positive relations among these variables. Also, the results of regression analyses indicated the contribution of communication style on communication quality, trust toward manager and job satisfaction. These variables were also analysed interms of the variables of age, sex, and working period together with the current manager.

Family-clinician communication in the ICU and its relationship to psychological distress of family members: A cross-sectional study

BackgroundEffective communication between family and clinicians has been identified as one of the most important factors in end-of-life care. Family members’ perception of communication quality with clinicians may be associated with their psychological symptoms. ObjectivesTo examine the association between family-clinician (physicians or nurses) communication quality and symptoms of anxiety, depression, and stress among family members of chronically critically ill patients in intensive care units (ICUs). DesignA cross-sectional study. Settings and participantsThe participants were 71 adult family members of 71 patients who required prolonged mechanical ventilation in ten ICUs at three medical centres in Korea. MethodsParticipants completed the Quality of Communication (QOC) questionnaire, Hospital Anxiety and Depression Scale (HADS), and Impact of Event Scale-Revised (IES-R). The data were analysed using correlation, bivariate regression, and multiple regression analysis. ResultsThe mean (SD) QOC score for physicians and nurses was 50.3 (15.2) and 42.9 (14.2), respectively. Forty-six participants (64.8%) were identified as being at risk for having anxiety symptoms; 22 (31%) had a mild risk and 24 (33.8%) had a moderate or severe risk. More family members (76.1%) were at risk for having depressive symptoms; 15 (21.1%) had a mild risk and 39 (54.9%) had a moderate or severe risk. For post-traumatic stress symptoms, 48 (67.6%) were at risk. While the QOC scores for nurses were negatively associated with participants’ HADS-depression scores (β = −.01, p = .03), the QOC scores for physicians were not associated with the HADS or IES-R scores. This conclusion held after consideration of covariates. ConclusionsThe findings suggest that communication between family members and ICU nurses may be more influential than that with ICU physicians on psychological distress of family members in Korea. However, further research is warranted to confirm this relationship. Future interventions to reduce psychological distress in family members of chronically critically ill patients may need to target ICU nurses for improving communication skills.

‘The bot predicted rain, grab an umbrella’: few perceived differences in communication quality of a weather Twitterbot versus professional and amateur meteorologists

ABSTRACTExtending previous research on the human-to-human interaction script, the MAIN model, and the Computers Are Social Actors (CASA) paradigm, this study examines the influence of weather-related communication sources with varying levels of expertise and agency cues (i.e. human versus bot) on impressions of communication quality. Specifically, an experimental design was used to measure people’s impressions of source credibility, task and social attraction, computer-mediated communication competence, and intent to interact in the future for three information sources: a professional meteorologist, an amateur meteorologist, and a weather Twitterbot. Results demonstrated similar perceptions of communication quality for the three Twitter agents. However, the Twitterbot was rated as significantly less socially attractive than the professional meteorologist and as significantly more task attractive than the amateur meteorologist delivering the same messages. Agency-related cues appear to trigger heuristics that account for these differences in perception. Implications for the use of Twitterbots in weather-related and information-sharing contexts are discussed.

Patients' perceptions of patient-provider communication and diabetes care: A systematic review of quantitative and qualitative studies.

Objectives To explore the association between patients' perceptions of communication quality with their provider and a range of patients' outcomes in T2DM. Also, to identify barriers and facilitators to effective communication from the patients' perspective. Methods English and Persian papers published from 2000 to 2017 were searched in Web of Science, Pubmed, Scopus, Embase and SID, IranMedex, and MAGIRAN databases using appropriate search terms. Twenty-two studies complied the inclusion criteria. Each study was assessed for the focus of the study, study design (cross-sectional or qualitative study), population, outcome measures, patients' outcomes, and methodological quality. Results The quality of most studies was moderate to high based on the JBI Critical Appraisal Checklists. Higher perceived quality of provider-patient communication in patients with T2DM was associated with improved self-management, adherence to diabetes care and greater well-being, perceived personal control, self-efficacy, and less diabetes distress. Factors that patients with T2DM perceived as important factors in facilitating or hampering effective communication were more related to the provision of emotional support. Discussion The limited evidence shows patient-perceived communication quality is a significant modifiable approach for improving a range of outcomes in patients with T2DM. Due to socio-cultural differences, further high-quality research is needed for deciding the best communication style in various societies.

Oncologists' responses to patient and caregiver negative emotions and patient perception of quality of communication: results from a multi-ethnic Asian setting.

Patients with advanced cancer and their caregivers experience many negative emotions. Empathic responses from oncologists can help alleviate their distress. We aimed to assess expressions of negative emotions among patients with advanced cancer and their caregivers and oncologists' empathic responses during consultations in an Asian setting. We also assessed the association between oncologists' expression of empathy and patients' and caregivers' perception of communication quality. We surveyed 100 patients with advanced cancer and their caregivers and audio recorded consultations with their oncologists. We coded expressions of negative emotions by patients and caregivers and oncologists' empathic responses. We also surveyed participating oncologists (n=30) about their confidence in expressing empathy and perceived communication behavior outcomes. About 52% of patients and 49% of caregivers expressed at least one negative emotion during the consultation, though 59% of patients and 48% of caregivers reported not wanting to discuss negative emotions. Oncologists responded empathically to 12% of patients' negative emotions and 9% of caregivers' negative emotions, despite 92% of them reporting confidence in expressing empathy. Oncologists' expression of empathy did not vary significantly by patient, caregiver, or their own demographic characteristics. It also did not differ based on their confidence in expressing empathy and positive outcome expectations. When oncologists responded empathically just one time, patients perceived communication more favorably. In this Asian setting, patients and caregivers commonly expressed negative emotions. Oncologists' expressed empathy infrequently, although when they were empathic, it was related to improved patient perception of communication quality.

Differences in perceptions of communication quality between a Twitterbot and human agent for information seeking and learning

Twitter’s design allows the implementation of automated programs that can submit tweets, interact with others, and generate content based on algorithms. Scholars and end-users alike refer to these programs to as “Twitterbots.” This two-part study explores the differences in perceptions of communication quality between a human agent and a Twitterbot in the areas of cognitive elaboration, information seeking, and learning outcomes. In accordance with the Computers Are Social Actors (CASA) framework (Reeves & Nass, 1996), results suggest that participants learned the same from either a Twitterbot or a human agent. Results are discussed in light of CASA, as well as implications and directions for future studies.

Surgeon – Therapist Communication: Do All Members See Eye-to-Eye?

Background. Poor interprofessional collaboration has been shown to negatively affect patient care within many fields of medicine. Growing evidence is suggesting that improved interprofessional collaboration can positively affect patient care. Postoperative rehabilitation of many orthopedic conditions necessitates the combined efforts of surgeons, and therapists. There is a paucity of literature examining collaboration among orthopedic surgeons and therapists regarding postoperative rehabilitation. Objectives. The following study examines the perceived quality of communications between orthopedic surgeons and therapists employing an online survey. We hypothesized that collaborative practice patterns result in improved perceptions of communication. Methods. Ethics board approval was obtained. Subjects consisted of orthopedic surgeons, licensed physiotherapists and certified athletic therapists. The online survey was distributed through the Canadian Orthopaedic Association (COA), the Canadian Physiotherapy Association (CPA) and the Canadian Athletic Therapists Association (CATA). Data analysis was performed using Stata/IC 12.1 (Stata Corp, College Station, TX, USA). Descriptive statistics were calculated to determine the median responses and ranges. Median responses were compared using the Kruskal–Wallis one-way analysis of variance. Qualitative analysis regarding text responses was performed by three reviewers. Results. Reponses were received from all specialties (COA 164, CPA 524, CATA 163). There were significant differences in the perceived quality of communication by quantitative and qualitative analysis (p < 0.001). Analysis of communication within practice patterns of stand-alone versus collaborative revealed improved perception of communication quality with increased contact. 65.6% of responders that practiced as stand-alone had a negative view of interprofessional communication. 48.4% of responders in a collaborative practice had a positive view of interprofessional communication. Analysis of the preferred form of communication found that orthopedic surgeons felt the most useful referral information was a pre-printed consult sheet (odds ratio [OR] = 1.56, p < 0.001), whereas therapists were more likely to rank consult notes (OR = 1.27, p < 0.042) and operative reports (OR = 1.20, p < 0.092) as a more useful form of communication. Conclusions. Collaborative practice shows improved perceptions of communication between specialties. Orthopedic surgeons perceive a higher quality of communication than therapists. Therapists and orthopedic surgeons also do not agree on the information that should be relayed between the specialties regarding postoperative rehabilitation.

Predictors of Communication Quality: The Patient, Provider, and Nurse Call Center Triad

The purpose of this studywas to examine characteristics of communication quality in a managed care context in which a nurse call center was used as the patient point of entry to the health system. The study sought to determine the level of communication quality among patients, health care providers, and nurses in the call center. Having measured the timeliness, accuracy, usefulness, and quantity of communication variables, a reasonable picture of communication quality emerged. The study explored patient differences in their perception of communication quality due to socioeconomic status, needs, experience, age, and various other factors. Likewise, providers who differ in training, specialty, and experience should have different perceptions and expectations of communication through nurse call center interaction.

Testing Competing Models of Sales Force Communication

Based upon findings from the organizational communication, management, and marketing literatures, this study evaluates three competing models describing sales force communication. The results of the analysis suggest that the theorized PEO (Sales Manager Communication Practices⇒ Sales Force Communication Environment⇒ Salesperson Communication and Job Outcomes) Model best accounts for the relations between sales manager communication practices and salesperson communication and job outcomes. Specifically, the PEO Model holds that sales manager communication practices are positively associated with salesperson perceptions of communication quality. Communication quality is positively associated with salesperson satisfaction with communication; salesperson communication satisfaction is positively related to salesperson's job satisfaction and organizational commitment. These results and their implications for developing an effective sales force communication environment are detailed.