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Dr. Eoin Whelan Business Information Systems Group

National University of Ireland, Galway eoin.whelan@nuigalway.ie

The Darkside of Enterprise Social Media

Technology is neither good nor bad

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Enterprise Social Software

•  $5.6 billion will be spent by corporates on social media platforms in 2016 (Forrester Research 2016)

•  64% of Irish businesses used ESM (Eurostat 2016)

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…the watercooler conversation, now lives somewhere between your instant messaging network, email discussion treads, and the public blogosphere” (Brown 2007).

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The Bright Side �  Studies report ESM use is positively associated with:

�  Employee innovation (Gray et al. 2011) � Community relations (Kane et al. 2009) � Worker performance (Wu 2013) �  Social capital (Moser et al. 2013) �  Employee engagement (Koch et al. 2012) � …even the equity value of firms (Luo et al. 2013)

Unintended Consequences

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Information Overload

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Information Overload �  Linked to

�  Stress (Tarafdar, et al. 2007)

�  Low morale (Ayyagari, et al, 2011)

�  Poor decision-making (Pennington & Tuttle, 2007)

� Decreased productivity (O'Reilly 1980)

French Law

Le droit de la déconnexion

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Communication Overload � Communication overload is the undesirable condition

arising when communication demands from ICT channels, such as social media, exceed users’ processing capacities (Cho et al. 2011). � Knowledge workers seek information while communication is

initiated by a third party

�  IRC project � Communication diversity �  Forced multitasking � Cognitive skills

Social Media and Overload

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Technostress

Technostress � One’s inability to cope or deal with ICTs in a healthy

manner. � Causes

�  Information overload �  IS invasion of personal life �  Inability to deal with uncertainty and complexity of IS � A sense of insecurity due to rapid advances in IS.

�  Technostress may significantly reduce job satisfaction, commitment, innovation, and productivity.

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Work related stress �  According to the American Psychological Association,

chronic stress is linked to the six leading causes of death: heart disease, cancer, lung ailments, accidents, cirrhosis of the liver, and suicide.

� More than 75 percent of all visits to the doctor are for stress-related complaints.

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We don’t know we are stressed

Riedl, R. et al., 2012. Technostress from a neurobiological perspective: System breakdown increases the stress hormone cortisol in computer users. Business and Information Systems Engineering, 4(2), pp.61–69.

Media Multitasking

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Multitasking �  Studies show that people check their mobile devices up

to 150 times a day �  The typical office employee gets distracted every 15

minutes

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Our own study �  130 NUIG students � Multitasking computer self-efficacy weakens the effect of

information overload, and reinforces the effect of communication overload on social network fatigue

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Innovation

Studies in Progress

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Cognitive disfluency A bat and a ball cost $1.10 in total. The bat costs $1.00 more than the ball. How much

does the ball cost?

Future study – cognitive disfluency A bat and a ball cost $1.10 in total. The bat costs $1.00 more

than the ball. How much does the ball cost?

�  Fluent state - students averaged 1.9 correct answers out of three �  Disfluent state – students averaged 2.45 correct answers out of

three �  http://faculty.chicagobooth.edu/nicholas.epley/Alteretal.pdf

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2 x 2 Design High Cognitive

Disfluency

High Multitasking

No Cognitive Disfluency High Multitasking

High Cognitive Disfluency No Multitasking

No Cognitive Disfluency No Multitasking (Control Group)

Information Retention

In progress

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