行動即時通訊運用於企業組織內部溝通的研究-航空公司個案分析

Abstract

行動即時通訊軟體使得企業組織員工備感壓力，私人生活受到影響。本文以台灣的航空公司為個案，從飛航組員的訊息接收來探究行動即時通訊軟體運用於組織內部溝通之使用類型、功能和效益，也從訊息接收者的使用習慣、角色對應的互動行為、以及管理者的角度來看訊息傳遞策略。\n\n本研究採用質性研究的深度訪談法為主，透過與某國籍航空飛航組員的訪談，將對話紀錄作為分析個案，並輔以參與觀察，以校正訪談資料。航空公司的組織溝通涵蓋人員工作和生活的全面，因此皆需納入訪談中，以進行分析。\n\n研究發現，行動即時通訊軟體的即時性雖然讓受訪者隨時接到公司訊息，然而對於工作性質具有高度專業、高度安全考量，以及工作型態上擁有時間與空間跨度隔閡的飛航組員而言，確有工作和特殊任務交付與執行的多重溝通功能。企業組織文化與群組文化會影響行動即時通訊軟體在企業組織內部溝通之運用，同時，個人使用行動即時通訊軟體的習慣，亦呈現不同的訊息處理模式，不過，僅依靠通訊軟體的文字溝通依然有許多不足之處，仍需要透過線下溝通工具輔助，尤其對於管理階層更是如此。本文建議，溝通管道的整合與系統單一化，將有助於航空公司這種特殊類型組織溝通的效率與工作品質提升。

Communication software coupled with mobile instant messaging, the employees in the airplane company felt more pressure and have completely changed the dynamics of their professional life in this respect. This study takes a Taiwanese international airline company as an example, to analyze the types, functions and benefits of the mobile instant messaging application used in internal communication among flight crewmembers. This research also analyzes message delivery strategy from the usage habits, the interactive behaviors of the message recipient, and the manager`s perspective.\n\nThis study used an in-depth interview with flight crewmembers of a Taiwan-based International Airline company. The author used the records of the multimodal dialogue system to rate by respondents to measure their agreement on usability concepts of the mobile instant messages. The researcher also interviewed many respondents and collect data by direct observation. The internal organizational communication within the airlines covers the comprehensive work and life of the employee; therefore, it needs to be included in the interview for analysis.\n\nThe study demonstrated that the immediacy of the mobile instant messaging application keeps the company`s message instantly by the crewmembers, which would form some rules of internal communication that would determine on how work-life reach a balance. Within this group of international flight crew members, those who have been on the job are highly professional, high security required, and the nature of their jobs such as jetlag prohibits communications, the mobile instant messaging app does satisfy the needs of delivery/execution plan tasks. Use of the mobile instant messaging application in the workplace influenced by the cultural norms of the organization by setting a rule in their internal communication. At the same time, the habits of individuals using mobile instant messaging application also present different message processing patterns. Instant messaging is the multi-tasking tools of choice most people chatting over IM do other things at the same time. The use of IM in workplace is more intrusive than the use of phone, more immediate than email and has added advantage due to the ability to detect presence. To sum up, there are still many drawbacks of only relying on communication application, and still need to assist by offline communication tools, especially for managers. This study suggests that the integration of communication channels and system simplification will facilitate and fulfil the communication in the Airlines industry.