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Change-Related Communication and Employees' Responses During the Anticipation Stage of IT-Enabled Organizational Transformation: A Case Study

机译：IT推动的组织变革的预期阶段与变革相关的沟通和员工的反应：一个案例研究

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摘要

This study focuses on a medium-sized, nonprofit healthcare service management organization which was undergoing a major transformation enabled by information technology. We examined how uncertainty during the anticipation stage affected the staff's emotional responses to the new technology. We categorized employees' understandings of the new technology into four domains: (1) why the technology was adopted, (2) what the functionality of the technology would be, (3) how the technology might affect their work life, and (4) when such an effect would materialize. Due to uncertainty during the anticipation stage, participants were not able to fully appraise the situation. Based on their hypothetical expectations, participants experienced both hope and fear (i.e., suspense). In order to manage the psychological discomfort created by this emotional ambivalence, participants actively sought social interaction with colleagues in order to gain information about the new technology, to build camaraderie, or both. The former directly decreased the level of perceived uncertainty by closing information gaps, and the latter reduced anxiety by creating a sense of community. Our study illustrates how seeking social support during the pre-implementation time frame has the capacity to help employees prepare themselves, both cognitively and emotionally, for adopting a new technology before they have any tangible interaction with it.
机译：这项研究的重点是一家中型，非营利性的医疗服务管理组织，该组织正在经历由信息技术推动的重大变革。我们检查了预期阶段的不确定性如何影响员工对新技术的情感反应。我们将员工对新技术的理解分为四个领域：（1）为什么采用该技术；（2）该技术的功能是什么；（3）该技术如何影响他们的工作生活；以及（4）这种效果何时会实现。由于预期阶段的不确定性，参与者无法完全评估情况。根据他们的假设期望，参与者经历了希望和恐惧（即悬念）。为了应对这种情绪上的矛盾产生的心理不适，参与者积极寻求与同事的社交互动，以获取有关新技术的信息，建立友情或两者兼而有之。前者通过缩小信息鸿沟直接降低了感知的不确定性水平，后者通过营造社区意识降低了焦虑感。我们的研究表明，在实施前的时间框架内寻求社会支持的能力，可以帮助员工在与新技术进行任何切实的互动之前，在认知和情感上为自己做好准备，以采用新技术。

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