Using Enterprise Social Networks for Internal Communication : A Case Study about Organisational Actors' Experience

Abstract: Internal communication is a subject increasing in importance. This subject has, as many other things, been influenced by the Internet-based and connected world that we live in today. As a result, Enterprise Social Networks has appeared as a tool for organisations to use. While the usage of this tool is growing, the existing research on the subject is yet very limited. So is the research on employees‘ needs when it comes to internal communication. In this study, we aim to fill these gaps, by exploring the use of these enterprise social networks from an organisational actor‘s perspective. In order to fulfil this purpose, a qualitative case study within multiple embedded units of analysis was used. The empirical material was gathered through in-depth semi- structured interviews as well as observations. Furthermore, we took on real-life experience by using the ESN tool ourselves. Several themes were then identified using a thematic analysis. By using this method, we conclude that organisational actors use ESNs for private, public and remote communication. We also provide the reader with five characteristics of ESNs that are perceived as important by organisational actors, namely; easy to learn, easy to use, accessible, informal and avoids disturbance. Several perceived outcomes resulting from ESN usage is then identified. We conclude the study by explaining that if organisations identify a need for an ESN, use it in the right way, and have the appropriate culture, the implementation of an ESN can be very beneficial. This, as organisational actors experience it as a good tool for internal communication.