Usability of Different Features in Communication Tools and Platforms : A Qualitative Research in Remote Work Settings

Abstract: This qualitative study is constructive in its nature and it aims to find how remote workers perceive usability of communication features across different tools and platforms. Answering two main research questions; How do remote users perceive usability of communication features across different communication tools and platforms? and How, according to users, that features can be improved?, this research aims to link them with scholarly literature, find potential knowledge gaps and highlight improvement areas. Learnability, efficiency, universality and general satisfaction are researched within five participants, coming from different sectors and occupations. Usability in IS context connects ICT with HCI. Trends, challenges and solutions in remote work field lead us to different practices in work and knowledge sharing. Thematic analysis brings seven main themes that show satisfactory results in general. However, dissatisfaction is addressed to efficiency and universality with functionality of communication tools and platforms which falls within ICT, and learnability within its human component, HCI. Furthermore, three step solution is proposed: organizational readiness, standards in communication practice and soft skills. Contributions of this research confirm importance of human component that defines usability in remote field. General usability and satisfaction with ICT and its components is confirmed and improvement areas are addressed within HCI. This research serves as a good base for research of usability of same communication features across different channels however, comparing on-site and remote workers within specific fields.