資訊傳播科技系統與傳播溝通功能之關聯研究：企業組織的個案分析

Abstract

資訊化的時代，資訊傳播科技系統（information-communication technological systems，以下簡稱ICTSs）在經濟層面扮演了關鍵性的角色，了解ICTSs之設計與溝通使用間的互動關係，有助組織因應變遷中的全球經濟。本研究即針對國內組織傳播研究範疇中，尚未被充分觸及之ICTSs的領域，作一初探性的研究，旨在探討以電腦為主的ICTSs設計上的選擇，與企業組織成員間傳播溝通之實際使用狀況間的互動關係，(1) 以了解ICTSs的設計過程、特徵、考量與選擇和組織成員溝通情況間的關聯性。本研究透過個案分析途徑（case study research），採文獻資料檢閱、自然觀察與深度訪談的研究方法蒐集資料，針對國內兩家資訊科技公司進行實地觀察與案例分析。本研究發現，ICTSs在設計上的選擇或特徵，不僅會為使用者形成特定的溝通環境，也會進而促動鼓勵或限制抑止了科技中介環境中，成員的傳播溝通使用行為；然而，本研究結果也顯示，使用者乃是有目地的行動主體（purposive agents），在使用ICTSs的過程中，具有主控權，也會對系統所構成的環境進行「再定義」（re-define）與「再建構」（re-construct）。因此，本研究建議，在強調系統設計結構的重要性時，尤需體認其為社會系統的一環，除了技術層面的可行性外，更應將使用者需求、人文、組織等社會性因素充分納入設計過程的考量中。

With the coming of the information society, information-communication technological systems (ICTSs) have increasingly played pivotal roles in economic spheres. Understanding the ways ICTSs facilitate communicative uses will help organizations better cope with the changing global economy. The studies of communicative aspects of ICTSs in organizations have largely been ignored by communication scholars in Taiwan. This research thus aims at filling this lacuna. The purpose of this study is to explore the inter-relationship between system design choices and communicative uses of ICTSs in business organizations. Case Studies of two computer companies in Taiwan were conducted. Research data was gathered by three methods: documentation research, natural observation and in-depth interviews. Research results show that ICTS design choices and features not only constitute distinct communicative environment for users, but also enable or constrain certain users communicative behaviors in technology-mediated communicative environments. Research findings also reveal that users have the capacities to re-define or re-construct technology-mediated communicative environments by using the ICTSs given that users are purposive agents. This study suggests that ICTSs should be considered as parts of the overall social system. In addition to considering technical feasibility, ICTS designers should take into account factors such as distinct users` needs, specific organizational requirements and social customs.