How Digital Communication Initiates Relational Erosion- A Multiple Case Study of Relationships in Three Swedish SMEs

Abstract: The study takes interest in digitalization’s influence on people in their business lives and more particularly on how digital communication technologies affect relationships at SMEs. It starts by introducing the topic to the reader describing the phenomenon at large. Since only a fraction of the organizational studies over the years have emphasized technology when trying to explain people’s behaviors, this study aims to fill that gap. Therefore, it investigates the influence of digital communication technologies on the daily work of employees in a qualitative study including three SMEs who use digital communication technologies frequently. The methodological path of interviews is chosen in order to get detailed information from the respondents and to be able to answer how digital communication influences relationships in SMEs. The collected material highlights significant relational downsides with increased use of digital communication while also stressing the perceived increased efficiency and focus as positive outcomes. The analysis elaborates on the data found in the empirical section with the three main disadvantages of an increased use of digital communication: the isolation of individuals, the isolation between teams, and the gradual erosion of relationships. These disadvantages are thereafter put in relation to the benefits of communicating through digital tools which are increased efficiency and greater flexibility for the individuals.