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Article
Publication date: 24 June 2019

Ye-Eun Won, Jiwon Kang, Daejin Choi, Eunil Park and Jinyoung Han

With the rapidly improving communication technologies, a growing number of people communicate with each other in online environments. In particular, social networking…

Abstract

Purpose

With the rapidly improving communication technologies, a growing number of people communicate with each other in online environments. In particular, social networking services (SNSs) are one of the widely used and common places that enable active communication among users. To understand what drives successful online conversations in SNSs, this study aims to explore the roles of posts and first comments in successful online conversations.

Design/methodology/approach

To address the purpose, the data of news-related channels in Reddit were collected and analyzed.

Findings

The study found that successful conversations tend to have the post and first comment with high scores. Also, the first comments in successful online conversations tend to be easier than those in other conversations.

Originality/value

The results reveal that successful online conversations can be generated not only with empathic posts but also with touching or attractive first comments. In other words, users are likely to participate in an online conversation that starts with an empathic post and first comment. Moreover, both practical and theoretical implications are presented.

Details

Kybernetes, vol. 49 no. 3
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 5 July 2022

Paula O'Kane, Martin McCracken and Travor Brown

To explore human resource (HR) practitioner perspectives of the effectiveness, challenges, and aspirations of the performance management (PM) system to inform future…

Abstract

Purpose

To explore human resource (HR) practitioner perspectives of the effectiveness, challenges, and aspirations of the performance management (PM) system to inform future directions for PM design and success.

Design/methodology/approach

Interviews with 53 HR practitioners from a cross-section of organisations operating in the United Kingdom, Canada and New Zealand.

Findings

Practitioner's discussed the criticality of effective conversations across all elements of the PM system. Using an interpretive approach, and through a lens of social exchange theory (SET), we used their voice to develop a conversations-based PM model. This model centres on effective performance conversations through the design and implementation of the PM system. It includes four enablers and five environmental elements. The enablers (aligned goals, frequent feedback, skills development, and formality) depend on skilled interactions and conversations, and the organisational environmental elements (design, development function, buy-in, culture, and linkage to other systems) are enhanced when effective conversations take place.

Practical implications

Practitioners can use the conversations model to help shape the way they design and implement PM systems, that place emphasis on upskilling participants to engage in both formal and informal honest conversations to build competency in the enablers and assess organisational readiness in terms of the environmental elements.

Originality/value

By listening to the under-utilised voice of the HR practitioner, and through a lens of SET, we developed a PM model which emphasises reciprocity and relationship building as key tenets of the PM system. While past research recognises the importance of effective conversations for PM implementation, it has largely silent been about the role of conversations in system design. Our model centres these conversations, presenting enablers and environmental elements to facilitate their core position within effective PM.

Details

Personnel Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0048-3486

Keywords

Content available
Book part
Publication date: 19 October 2020

Anat Rafaeli, Galit Bracha Yom Tov, Shelly Ashtar and Daniel Altman

Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research…

Abstract

Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research, and data science colleagues and to show how such collaborations can expand the scope of research on emotion in service delivery.

Design/methodology/approach: Uses archived resources available at http://LivePerson.com to extract data based in genuine service conversations between agents and customers. We refer to these as “digital traces” and analyze them using computational science models.

Findings: Although we do not test significance or causality, the data presented in this chapter provide a unique lens into the dynamics of emotions in service; results that are not obtainable using traditional research methods.

Research limitations/implications: This is a descriptive study where findings unravel new dynamics that should be followed up with more research, both research using traditional experimental methods, and digital traces research that allows inferences of causality.

Practical implications: The digital data and newly developed tools for sentiment analyses allow exploration of emotions in large samples of genuine customer service interactions. The research provides objective, unobtrusive views of customer emotions that draw directly from customer expressions, with no self-report intervention and biases.

Originality/value: This is the first objective and detailed depiction of the actual emotional encounters that customers express, and the first to analyze in detail the nature and content of customer service work.

Abstract

Details

Answer Intelligence
Type: Book
ISBN: 978-1-83982-870-6

Book part
Publication date: 17 February 2015

Stephen Sweet, Jacquelyn Boone James and Marcie Pitt-Catsouphes

Increased access to flexible work arrangements has the prospect of enhancing work-family reconciliation. Under consideration is extent that managers assumed lead roles in…

Abstract

Purpose

Increased access to flexible work arrangements has the prospect of enhancing work-family reconciliation. Under consideration is extent that managers assumed lead roles in initiating discussions, the overall volume of discussions that occurred, and the outcomes of these discussions.

Methodology/approach

A panel analysis of 950 managers over one and a half years examines factors predicting involvement in a change initiative designed to expand flexible work arrangement use in a company in the financial activities supersector.

Findings

The overall volume of discussions, and tendencies for managers to initiate discussions, is positively predicted by managers’ prior experiences with flexibility, training to promote flexibility, and supervisory responsibilities. Managers were more inclined to promote flexibility when they viewed it as a supervisory responsibility and when they believed that it offered career rewards. An experiment demonstrated that learning of professional standards demonstrated outside of one’s own unit increased promotion of flexible work options. Discussions of flexibility led to many more approvals than denials of use, and also increased the likelihood of subsequent discussions occurring, indicating that promoting discussions of flexible work arrangements can be a path toward expanding use.

Originality

The study identifies specific factors that can lead managers to support exploration of flexible work arrangement use.

Details

Work and Family in the New Economy
Type: Book
ISBN: 978-1-78441-630-0

Keywords

Article
Publication date: 12 May 2022

Jiyoung Lee, Brian C. Britt and Shaheen Kanthawala

Misinformation (i.e. information identified as false) spreads widely and quickly on social media – a space where crowds of ordinary citizens can become leading voices …

Abstract

Purpose

Misinformation (i.e. information identified as false) spreads widely and quickly on social media – a space where crowds of ordinary citizens can become leading voices – during a crisis when information is in short supply. Using the theoretical lenses of socially curated flow and networked gatekeeping frameworks, we address the following three aims: First, we identify emergent opinion leaders in misinformation-related conversations on social media. Second, we explore distinct groups that contribute to online discourses about misinformation. Lastly, we investigate the actual dominance of misinformation within disparate groups in the early phases of mass shooting crises.

Design/methodology/approach

This paper used network and cluster analyses of Twitter data that focused on the four most prevalent misinformation themes surrounding the El Paso mass shooting.

Findings

A total of seven clusters of users emerged, which were classified into five categories: (1) boundary-spanning hubs, (2) broadly popular individuals, (3) reputation-building hubs, (4) locally popular individuals and (5) non-opinion leaders. Additionally, a content analysis of 128 tweets in six clusters, excluding the cluster of non-opinion leaders, further demonstrated that the opinion leaders heavily focused on reiterating and propagating misinformation (102 out of 128 tweets) and collectively made zero corrective tweets.

Originality/value

These findings expand the intellectual understanding of how various types of opinion leaders can shape the flow of (mis)information in a crisis. Importantly, this study provides new insights into the role of trans-boundary opinion leaders in creating an echo chamber of misinformation by serving as bridges between otherwise fragmented discourses.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Open Access
Article
Publication date: 10 May 2022

Hans Landström, Jonas Gabrielsson, Diamanto Politis and Roger Sørheim

In this study, the authors develop knowledge and insights on how the perception of interestingness influences the structure and focus of conversations in entrepreneurial…

Abstract

Purpose

In this study, the authors develop knowledge and insights on how the perception of interestingness influences the structure and focus of conversations in entrepreneurial education (EE) research. In particular, the authors elaborate on what is perceived as interesting among different subgroups of EE researchers, and not least, how EE researchers can identify and engage in scholarly conversation within the field.

Design/methodology/approach

The study is based on a unique database with web-based responses from 465 EE researchers from around the world. The authors conduct analyses of both open-ended and closed questions. The open-ended questions are analyzed by inductive categorization. The closed questions are subject to factor and cluster analyses.

Findings

The findings suggest that EE research is a topic-oriented field, characterized by a strong focus on novel and challenging research issues. In addition, the field is individualistic and fragmented, and the perception of interestingness differs between five subgroups of EE researchers, whose members have a somewhat different perception of interestingness. Accordingly, the authors also find different core conversations going on within the field. Obviously, these conversations tend to be triggered by the field's obsession with novelty and challenging research, but several conversations are related to practically relevant research, as well as methodological and theoretical discussions.

Originality/value

This is the first study to elaborate on the perception of interestingness among EE researchers and the conversations going on within the field. In the study the authors have explored the characteristics of EE research based on the perception of interestingness among the researchers within the field. In this respect, this study contributes insights on how current and aspiring EE researchers can find and build scholarly conversations embedded in passionate interest, while concurrently disseminating and accumulating knowledge on EE together with like-minded peers.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 28 no. 9
Type: Research Article
ISSN: 1355-2554

Keywords

Book part
Publication date: 31 July 2020

Michael Beer

The field of organization development is about change and development of organizational systems. One of the major barriers to system change is organizational silence, the…

Abstract

The field of organization development is about change and development of organizational systems. One of the major barriers to system change is organizational silence, the fear of lower level to speak truth to power, and senior leaders' reluctance to seek the truth. Consequently, senior leaders whose role is to orchestrate strategic change that will develop the organization's capabilities do not know the whole truth about their system's capabilities to achieve its purpose and strategy and live to its values. Thirty years of enabling leaders to transform their organization through safe honest, collective, and internally public conversations using a structured process called the Strategic Fitness Process (SFP) has led to insights about why such conversations are powerfully transformative. After a brief description of the SFP, this chapter describes insights and supporting grounded data about why honest conversations were transformative when leaders fully embrace the practice and spirit of SFP. These insights were gained from facilitating and observing hundreds of honest conversations in progress. The findings have implications for how leaders aided by consultants can accelerate strategic change that will improve effectiveness and performance while simultaneously transforming trust and commitment.

Book part
Publication date: 27 March 2007

James D. Ludema and Marie E. Di Virgilio

In this paper, we offer a model of how leaders and managers can create energy for change by influencing patterns of conversation across the organization. We develop the…

Abstract

In this paper, we offer a model of how leaders and managers can create energy for change by influencing patterns of conversation across the organization. We develop the model by linking social constructionist thought with theory from the field of positive psychology. We propose that effective leaders work with others to co-author persuasive narratives of change that generate energy by providing people (including themselves) with a sense of autonomy, competence, and relatedness. Energy is expressed in the form of support, time, money, and resources, which contribute to the success of the work. Continuous attention to crafting persuasive narratives in a collaborative way creates upward spirals of energy, and increases the probability of successful change over time. We illustrate these ideas with a case study of a successful IT change initiative in a Fortune 100 insurance company, and conclude by discussing implications for research and practice.

Details

Research in Organizational Change and Development
Type: Book
ISBN: 978-1-84950-425-6

Abstract

Details

Traffic Safety and Human Behavior
Type: Book
ISBN: 978-1-78635-222-4

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