scholarly journals Strategi Customer Relations dan Kekayaan Media PT Mandiri Cipta Sejahtera Pada Masa Pandemi COVID-19

2021 ◽  
Vol 12 (2) ◽  
pp. 152-161
Author(s):  
Susilowati Susilowati ◽  
Titi Widaningsih ◽  
Toto Soebandoro
Keyword(s):  
Data Analysis ◽  
Customer Relations ◽  
Computer Mediated Communication ◽  
Mediated Communication ◽  
Media Richness Theory ◽  
Good Communication ◽  
Work From Home ◽  
Computer Mediated ◽  
Fact Finding ◽  
The Impact

The impact that occurred during the COVID-19 pandemic with the determination to work from home (WFH) which resulted in the obstruction of face-to-face communication activities with customers, thus requiring a strategy to establish relationships and maintain good communication with customers. The purpose of this study is to identify and describe the strategy of customer relations and the use of video conferencing using Zoom Cloud Meeting. The concept of Customer Relations Strategy used is Qutlip and Wood and Smith's Computer Mediated Communication (CMC) Theory and Daft and Lengel's Media Richness Theory. Research at PT Mandiri Cipta Sejahtera uses a qualitative approach with descriptive methods and uses the postpositivism paradigm. Data analysis uses Huberman and Miles data analysis, namely Data Reduction by collecting field data such as interviews, videos of the Zoom Meeting, data from the company's website and social media. The results of the study: (1) the company's customer strategy has met the stages of the customer relations strategy, namely; Fact Finding, Planning and programming, Taking action and communicating, evaluation, and the company has carried out customer relations activities, namely superior service to customers, excellent service (service off excellence) and good relations with customers (good relationship). (2) In the use of Zoom Cloud Meetings as a media resource, the implementation of Zoom Meetings is not fully media capable of sending many signals, and able to provide immediate feedback, can perform various languages, symbols and share data, also able to focus on delivering messages. Keywords: Strategi Customer Relations, Video Konfrensi,  Computer Mediated Communications, Kekayaan Media 

What You Say and Where You Say It Matter: Effects of Facebook Message Publicity and Support Type on Evaluation of Support Message Quality

2021 ◽  
pp. 089443932110073
Author(s):  
Yining Malloch ◽  
Bo Feng
Keyword(s):  
Social Support ◽  
Emotional Support ◽  
Communication Channel ◽  
Computer Mediated Communication ◽  
Communication Model ◽  
Mediated Communication ◽  
Message Type ◽  
Computer Mediated ◽  
Tangible Support ◽  
The Impact

Guided by the masspersonal communication model, this study examined the impact of the communication channel (masspersonal vs. interpersonal) and support message type on evaluation of social support message quality in Facebook settings. An online factorial experiment with 480 participants revealed that support messages sent through interpersonal channels (e.g., private messaging) were perceived as higher in quality than those sent through masspersonal channels (e.g., status update). Regardless of channels, participants considered tangible support messages as higher quality than informational and emotional support messages. Implications for computer-mediated communication and social support theories and practices were discussed.

Virtual Partnerships: Engaging Students in E-service Learning Using Computer-mediated Communication

2017 ◽  
Vol 27 (1) ◽  
pp. 103-117 ◽  
Author(s):  
Usha S. Harris
Keyword(s):  
Service Learning ◽  
Computer Mediated Communication ◽  
Real Life ◽  
Information And Communications Technology ◽  
Working Environment ◽  
Mediated Communication ◽  
Global Citizens ◽  
Communication Processes ◽  
Computer Mediated ◽  
The Impact

Computer-mediated communication has important implications for future classroom learning which is no longer spatially bound or centred around text books. It has the ability to incorporate real-life learning whereby students can make important contributions towards solving global problems without having to leave the campus. This study looked at the impact of virtual communication processes and online tools on student and partner engagement in an on-campus undergraduate unit which enables Australian students to create communication campaigns for a non-government organization in India. The study found that the communication exchanges provided students with opportunities for intercultural dialogue, both in real and virtual spaces, and how to use Information and Communications Technology (ICT) and media within a social justice framework within a transnational working environment. Internet technologies have become part of the daily communication pattern of a new generation of students, who see it as their natural environment in which to learn, play and work. It is thus important to expand students’ use of the global digital network from superficial social interactions towards activities which enable them to become active and informed global citizens.

THE IMPACT OF RECASTS ON THE DEVELOPMENT OF PRIMARY STRESS IN A SYNCHRONOUS COMPUTER-MEDIATED ENVIRONMENT

2016 ◽  
Vol 39 (2) ◽  
pp. 257-285 ◽  
Author(s):  
Özgür Parlak ◽  
Nicole Ziegler
Keyword(s):  
Information Exchange ◽  
Computer Mediated Communication ◽  
Lexical Stress ◽  
Phonological Development ◽  
Mediated Communication ◽  
Primary Stress ◽  
Acoustic Correlates ◽  
Sentence Reading ◽  
Computer Mediated ◽  
The Impact

Although previous research has demonstrated the efficacy of recasts on second language (L2) morphology and lexis (e.g., Li, 2010; Mackey & Goo, 2007), few studies have examined their effect on learners’ phonological development (although see Saito, 2015; Saito & Lyster, 2012). The current study investigates the impact of recasts on the development of lexical stress, defined as the placement of emphasis on a particular syllable within a word by making it louder and longer, in oral synchronous computer-mediated communication (SCMC) and face-to-face (FTF) interaction. Using a pretest-posttest design, intermediate learners of English were randomly assigned to one of four groups: FTF recast, SCMC recast, FTF control, or SCMC control. Pre- and posttests consisted of sentence-reading and information-exchange tasks, while the treatment was an interactive role-play task. Syllable duration, intensity, and pitch were used to analyze learners’ development of stress placement. The statistical analyses of the acoustic correlates did not yield significant differences. However, the observed patterns suggest that there is need for further investigation to understand the relationship between recasts and development of lexical stress.

Working Anywhere and Working Anyhow?

2017 ◽  
pp. 90-112
Author(s):  
Alessandro Wärzner ◽  
Martina Hartner-Tiefenthaler ◽  
Sabine Theresia Koeszegi
Keyword(s):  
Computer Mediated Communication ◽  
Job Demands ◽  
Communication Technologies ◽  
Analytical Framework ◽  
Information Communication Technologies ◽  
Information Communication ◽  
Mediated Communication ◽  
Communication Performance ◽  
Computer Mediated ◽  
The Impact

Working from anywhere relies heavily on information communication technologies (ICT). Scholars are increasingly utilizing a tension-based research lens to investigate organisational paradoxes which are rooted in opposite tendencies that might negate one another. Thus, computer-mediated communication can be both demanding and resourceful. The aim of this chapter is to present an analytical framework integrating three distinct but interrelated perspectives (task, medium and individual) to account for individuals' perceptions of job demands and job resources associated with the usage of ICT when working from anywhere. This chapter draws on insights from theories of media choice and communication performance, the self-determination theory and the job demands-resources model to better understand the impact of communication in the remote setting.

Identity Theories and Technology

2013 ◽  
pp. 26-44 ◽  
Author(s):  
Robert Andrew Dunn
Keyword(s):  
Communication Theory ◽  
Computer Mediated Communication ◽  
Role Play ◽  
Multiple Identities ◽  
The Internet ◽  
Mediated Communication ◽  
Virtual Identity ◽  
Computer Mediated ◽  
The Impact ◽  
Modern Identity

Modern identity has been shaped by technology, which has in turn shaped theories in understanding identity. How one communicates who they are to others is given limitless possibilities by the advent of the Internet and computer-mediated environments. Thus, identity theory today must take into account computer-mediated communication theory and research. Such research indicates four ways in which identity is affected by technology. First, researchers have discussed the differences between an individual’s true identity and the virtual identity he or she presents, via self-selected text and images, to an online world. Second, researchers have discussed how the Internet can provide both protective anonymity for those who seek it and cathartic disclosure for those who need it. Third, researchers have discussed ways in which users pursue both reflective virtual lives online and role-play with identities, often multiple identities. Fourth, researchers have conducted experiments that reflect the impact that virtual identity has on the practice of communication and the impact communication has on the presentation of the self.

Using Computer Mediated Communication as a Tool to Facilitate Intercultural Collaboration of Global Virtual Teams

2009 ◽  
pp. 1499-1505 ◽  
Author(s):  
Norhayati Zakaria
Keyword(s):  
Cultural Values ◽  
Virtual Teams ◽  
Work Performance ◽  
Computer Mediated Communication ◽  
Global Virtual Teams ◽  
Mediated Communication ◽  
Team Members ◽  
Intercultural Collaboration ◽  
Computer Mediated ◽  
The Impact

Many multinational companies (MNCs) have inevitably assembled and employed global virtual teams (GVTs) to leverage their work performance. GVTs are considered as an innovative and flexible work structure to achieve competitiveness in the era of globalization. The emergence of this structure is also due to the heavy reliance on computer-mediated communication technology and, as such, geographical boundaries and time zones are no longer considered as a hindrance to collaboration and communication. Yet, cultural differences remain challenging when team members work together in a non-collocated environment when they are engaged in managerial tasks such as problem-solving, negotiations, decision-making, and coordination. Thus, this new distributed collaborative phenomenon suggests that one of the key challenges in working together apart is the ability to adapt and acculturate to different cultural values that exist among team members. People need to be fully aware, understand, and be sensitive to the impact of cultural differences by exploiting appropriate online behaviors in order to reduce its detrimental influence on work performance. The purpose of this article is to present and understand the dynamics of intercultural collaboration within global virtual teams and how culture impacts their work performance in MNCs. Individuals from all over the world with diverse cultural backgrounds are increasingly collaborating using computer-mediated communication (CMC) technologies such as e-mail, Web, chat and videoconferencing, and others. Existing literature shows that when people with different cultural values communicate, it is not unusual for miscommunication, misunderstanding, and misinterpretations to occur (Chen, 2001; Gudykunst, 2003). Problems are intensified in CMC environment because of its limitation such as the absence of body language, facial expressions, tone of voice, and many others (Sproull & Kiesler, 1986; Walther, 1996). However, little research has been conducted on the ways in which different intercultural communication styles and cultural values affect people working in a distributed or virtual environment, particularly on team members’ performance. Thus, in this article, first, I will introduce the phenomenon of GVTs and its crucial function in MNCs. Second, I will present the background of the phenomenon by highlighting the gaps as identified between two research fields--crosscultural management and computer-mediated communication. Next, the main focus of the article will be a discussion of the issue of intercultural collaboration. In this section, I will first provide a definition of GVTs, followed by several arguments on cultural challenges of GVTs. In the subsequent section, I will discuss the different types of CMC that are available to GVTs and the impact of culture on its utilization. Then, I will provide a brief direction of the future research agenda comprising of both the practical as well as theoretical perspectives. In conclusion, the article will highlight the significance of using GVTs in MNCs when people engage more prominently in intercultural collaboration, using CMC in order to promote and expand international business.

Nethnography

2009 ◽  
pp. 1611-1628
Author(s):  
Adriana Andrade Braga
Keyword(s):  
Data Analysis ◽  
Computer Mediated Communication ◽  
Ethnographic Study ◽  
Mediated Communication ◽  
Online Interactions ◽  
Ethnographic Approach ◽  
Computer Mediated ◽  
History Of

This chapter explores the possibilities and limitations of nethnography, an ethnographic approach applied to the study of online interactions, particularly computer-mediated communication. In this chapter, a brief history of ethnography, including its relation to anthropological theories and its key methodological assumptions is addressed. Next, one of the most frequent methodologies applied to Internet settings, that is to treat logfiles as the only or main source of data, is explored, and its consequences are analyzed. In addition, some strategies related to a naturalistic perspective for data analysis are examined. Finally, an example of an ethnographic study, which involves participants of a Weblog, is presented to illustrate the potential for nethnography to enhance the study of CMC.

Knowledge Communication with Shared Databases

2011 ◽  
pp. 424-435 ◽  
Author(s):  
Joachim Kimmerle ◽  
Ulrike Cress
Keyword(s):  
Computer Mediated Communication ◽  
Future Trends ◽  
Mediated Communication ◽  
Practical Applications ◽  
Technological Factors ◽  
Empirical Results ◽  
Theoretical Approaches ◽  
Computer Mediated ◽  
The Impact ◽  
Knowledge Communication

Addressing knowledge communication with shared databases, this chapter focuses on an asynchronous, many-to-many type of computer-mediated communication (CMC). After an introduction, which characterizes this kind of CMC and provides definitions, various aspects are discussed that influence people’s behavior in knowledge communication with shared databases. This presentation focuses on psychological rather than on technological factors. The first aspect presented is the influence of anonymity and identifiability, followed by the impact of metaknowledge. Next, costs and bonus systems, and then feedback and guidelines are discussed. Other aspects which are considered are group size and participant personality. For each of these influencing factors, underlying theoretical approaches as well as empirical results are presented. Subsequently, these considerations and findings are examined with respect to their practical applications. In conclusion, future trends in database-oriented knowledge communication are discussed.

The impact of anonymous, two-way, computer-mediated communication on perceived whistleblower credibility

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jacob A. Young ◽  
James F. Courtney ◽  
Rebecca J. Bennett ◽  
Timothy Selwyn Ellis ◽  
Clay Posey
Keyword(s):  
Computer Mediated Communication ◽  
Empirical Support ◽  
Mediated Communication ◽  
Research Directions ◽  
Content Type ◽  
Computer Mediated ◽  
Reporting Systems ◽  
New Research ◽  
The Impact ◽  
Practical Implications

PurposeThe purpose of this study was to investigate the impact of two-way, computer-mediated communication on investigator perceptions of whistleblower credibility.Design/methodology/approachInvestigators were recruited to participate in an online experiment that tasked subjects with evaluating simulated two-way, computer-mediated communication between an investigator and whistleblower. Several rival explanations were also examined to account for potential confounds.FindingsWhile anonymous whistleblowers were perceived to be less credible than identified whistleblowers when reporting via one-way communication, perceived whistleblower credibility was not statistically different when using two-way communication. Further, investigators allocated statistically similar amounts to investigate anonymous and identified reports.Research limitations/implicationsBased upon the results of this study, several new research directions can be explored with respect to maintaining anonymity, assessing credibility and designing reporting systems.Practical implicationsThe results support the use of anonymous, two-way communication in whistleblowing reporting systems. Anonymous whistleblowers would benefit from the ability to maintain an active dialogue with investigators without jeopardizing their safety or the investigation.Social implicationsThis study provides empirical support for strengthening whistleblowing reporting channels through the adoption of anonymous, two-way, computer-mediated communication. Doing so can better preserve the anonymity of those willing to report wrongdoing and better protect them from potential retaliation.Originality/valueThis study is among the first to empirically test the longstanding theory that anonymous reports are perceived by investigators as less credible than those from identified individuals. This study is also among the first to consider and incorporate anonymous, two-way communication in whistleblowing reporting.

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