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2012 IEEE Symposium on Business, Engineering and Industrial Applications

A Fundamental Study of Workplace Communication Determinants of the Amount of F2F Communication and Its Impact to Workplace Spatial Settings Azizah Md Ajis1, Matsumoto Yuji2, Naka Ryusuke2 Graduate School of Science & Technology1 / Department of Design Engineering & Management2 Kyoto Institute of Technology Kyoto, Japan [email protected], [email protected], [email protected]

Abstract—Recent studies show that innovation in ICT and communication tools has led to a decline in the amount of the most influential form of interpersonal communication in the workplace – face-to-face (F2F). This paper aims to understand the concept of the amount of communication (AOC) in the workplace and its impact toward spatial settings that could inspire or impede communication, creativity and innovation henceforth, also impacting employee performance factor and effectiveness. The paper reviews literature that links workplace communication and office spatial settings from management, psychology, business communication, facilities, and architecture fields. The first main objective of this paper is to develop the concept of AOC related to workplace communication. The second is to study AOC related to workplace spatial settings. The findings highlight the need for further empirical studies on workplace spatial settings emphasizing AOC in which the knowledge may be useful for workplace practitioners in architecture, facilities management and design.

the workplace has become a ‘one-way conversation’ and ‘satisfied contact’ among employees has gradually declined.

Keywords— amount of communication; spatial settings; workplace communication; performance; effectiveness

The paper analyzed literature that links workplace communication and office spatial settings from management, psychology, business communication, facilities and architecture fields. Two objectives are formulated. First, the concept of amount of communication related to workplace communication is developed. Second is the study of amount of communication related to workplace spatial settings. A discussion on the relationship between amount of communication and workplace spatial settings towards performance factor, socio psychological factor and physiological factor is included in this study.

I.

Apart from that, innovation in ICT such as computermediated technology (CMC) in the workplace has reduced the amount of the most influential form of communication – faceto-face (F2F), even though the amount of texts, messages and virtual communication has increased [5], [6]. This phenomenon will affect organizational performance if the organization does not pay attention to this matter. Furthermore, very little research has been done to seek the key determinants and qualities that affect the amount of communication in the workplace. Therefore, this paper attempts to examine the concept of amount of communication (AOC) in the workplace and its impact toward overall organizational performance in and focuses on the contribution of workplace spatial settings.

INTRODUCTION

In recent days, organization business patterns have moved towards being more creative, innovative and more knowledge based [1], thus requiring employees to be more efficient in transferring work information in order to keep abreast with business agility as well as organization performance and effectiveness. Like a nerve in the human body that carries information from a limb to the brain, an employee carries information using various forms of communication across the organization.

The study of AOC in workplace communication is important because AOC develops relationship quality over time where the level of trust nurtures the willingness to collaborate in the future. From a built environment perspective, as frequent communication is the main factor of successful organization performance, it has also become a factor that can help to guide and recommend optimal workplace design.

However, recent studies show that there is less interpersonal communication in the workplace specifically at collaborative engagement and dialogue levels due to lack of communication skills, trust in relationships among employees and quality of communication [2], [3], [4]. The Level of Communication Model has classified the levels of communication into 5 stages namely 1) monologue; 2) transaction; 3) interaction; 4) collaborative engagement and; 5) dialogue whereby dialogue is the most influential level in communication behavior [2]. Unfortunately, communication in

II.

This research is sponsored by MEXT, Japan

978-1-4577-1634-8/12/$26.00 ©2012 IEEE

DEFINING AMOUNT OF COMMUNICATION

AOC in previous studies always refers to numeric measurements in order to gauge the impact on performance factor, socio psychological factor and physiological factor of the organization. Very little of the studies have interpreted the

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term from the aspect of workplace communication. They merely discuss causal effect of communication or measure a phenomenon related to the issues by producing list of attributes, factors or criteria. Therefore, taking into account the scarcity of relevant literature and the objectives of this study, AOC needs to be defined clearly.

Although some studies reveal that higher frequency and duration of communication among employees do not assure better quality and more effective communication are taking place [7], a few issues can be extracted from this relationship: 1. How does AOC affect employee performance and psychological factors such as behavior, relationship, motivation and trust?

Due to little empirical research on the significance of the matter in workplace communication, this paper concentrates on the study of the amount of F2F communication in the workplace and also determines its significance focusing on quality of communication. Much research in the past have referred AOC as a quantity of communication occurrence [5], [6], [7], [8], [9], [10], yet nonetheless do not define what constitutes quantity of communication. The term ‘amount’ is ambiguous but some researchers have referred the AOC as frequency and duration of communication occurrence in a communication event [11], [12], [13], [14], [15]. The discussion of AOC in workplace communication relates the issues to the values and outcomes of AOC [8], [9], [16]. Some researches show that when AOC is developed to a certain level, it could impact organizational performance. The value of AOC refers to the quality of communication where Watzlawick in 1967 identified the two (2) dimensions of quality of communication: content and relationship [17].

2. How can AOC be developed through the innovation of communication tools such as computer-mediated communication (CMC) and SNS (Social Network Society) despite decline in F2F communication? 3. How can AOC improve the work style and work process such as management style, work collaboration, information contents and communication trigger? And; 4. How does AOC impact workplace spatial settings design?

Communication in the workplace is defined as a process of exchanging information by speaking, writing or using some other medium [18]. To conclude, the definition of AOC from the perspective of workplace communication in this study can be defined as “a quantity of frequency and duration of information exchange by verbal, writing or using some other medium in communication events”. III.

AOC CONCEPT IN WORKPLACE COMMUNICATION

Figure 1: Determinants and effects of AOC in workplace communication that influence organizational performance and efficiency.

To begin with, why the process of communication is important in the workplace? Some research pointed out that in order to reduce uncertainty and ambiguity in the information transferred or shared among them, organizational members need to communicate [19], [20]. Hence, the assumption that greater AOC encourage information exchange and uncertainty reduction specifically to the task that have the characteristics of non-routineness. For example, task that require people to engage with collaboration working, services, innovative and creative work.

Due to the dearth of models in existing literature concerning AOC in workplace communication, the researcher has come up with her own concept model of AOC in workplace communication as shown in Figure 1. A. Research on Determinants of AOC AOC determinants are key factors that positively or negatively influence the amount of F2F communication among employees in the workplace. In the researcher’s model, there are three (3) determinants which are workplace spatial settings, communication tools and organizational factor.

Literature related to workplace communication associate AOC with the quality of communication and how it could affect the overall organization. Discussion includes knowledge transfer across the organization and also how to design effective communication flow. There is a need to have more proactive strategies on how to design information flow and how to develop employee behavior to be task adaptive over time [8], [9]. AOC frequency and duration also give an impact on the information quality and communication satisfaction particularly in the information contents [16], [17], [20]. Frequency and duration improve knowledge sharing, information absorption, employee relationships, productivity and capability in creativity and knowledge based work [21], [22].

Workplace spatial settings pertain to mostly utilization of space and design guidelines. AOC creates space for work style, information transfer and work process as shown in Table 1. Managing spatial characteristics befitting organization commitment could augment the performance, sociopsychological and physiological factors hence, improving organizational performance and effectiveness. Further explanation continues in section IV. An electronic communication tool is used in the communication medium which includes CMC, SNS, teleconferencing, electronic mail and notes. Undeniably ICT

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has broadened the ability of employees to communicate with one another and enable better access to information. Recent working trend in which organization has separated office in other region which also known as remote office will need innovative tools that helps enhance the quality and quantity of communication among two separated groups. Innovation of video conferencing technologies such as HP Halo, BISi and Cisco Telepresence are integrated tools that considered both physical space design and work tools that produced a blended interaction between two different site by having a set-up of telepresence (technology that create a feel as if the other person is present) and video conferencing [23]. Such innovation helps to enhance communication quality and quantity thus, helps the process of work especially when collaboration with people in remote office. However, as a consequence, it lack of richness of communication bared by F2F communication, for example, the level of quality of interaction shifts, mutual understanding, greater sense of connection, lack of empathy and trust between two people during F2F communication [24], [25], [26], [27].

Organizational factor refers to elements that define an organizational character such as: •

the structure of the organization (the hierarchy of authority, the expertise, the standardization [28]) and organizational leadership; • organizational process and procedure of the activities conducted; • organizational relationship with their external environment; and • organizational outcomes which constitutes the effects and impact resulted from process and procedure [29]. Some literature has shown the quantity of F2F communication does not affect the organizational leadership, while higher AOC could be a catalyst to process and procedure development.

TABLE 1: STUDIES ON AOC IN WORKPLACE SPATIAL SETTINGS Item Work style

Information transfer

Description Team work, individual work, collaboration working, creative work

Information contents, communication trigger, message contents

Approach to Spatial Settings Viewing AOC to identify space utilization that supports work style



Higher AOC at fewer physical barriers

Dimension investigated: Degree of enclosure provided by physical barriers, distance between potential communication partners, high-visibility and low visibility work environment



Knowledge-based and creative work requires high visibility of work style

Viewing AOC to observe space preference when delivering contents of information



Higher AOC at meeting room, discussion corner for decision making and knowledge sharing work



Ideas generated everywhere



Message contents constitute simple conversation and motivation mostly preferred at circulation /avenue area



Higher AOC at meeting corner and meeting room when work activity is making a proposal, appointment, consultation and decision making



Lower AOC at desk perimeter when conducting simple work or concentration work

Dimension investigated: Circulation/avenue area, meeting room, individual desk perimeter, facilities area, discussion corner, smoking room, refreshment area, other floors, bathroom

Work process

Work activities, telephone, proposal preparation, appointment, consultation

AOC Outcome

Viewing AOC to observe utilization and function of space when conducting routine work process Dimension investigated: all spaces in open plan small scale offices particularly at desk perimeter, meeting corner, meeting room

Source [21], [22], [30]

[15], [31], [32]

[11], [33]

teamwork or collaborative work and tasks that require cognitive performance.

B. Research on Effects of AOC For this study, the effects of AOC focus on performance, socio psychological and physiological factors. The effect of AOC could stimulate the AOC determinants and vice versa.

Socio-psychological factor is characterized by interrelated social and psychological factors. More attention has focused on variables such as behavior, relationship, motivation, trust, perception and personality in which has dominated most of the studies that related to AOC. Although AOC sometimes could not overcome socio psychological dilemmas such as workplace conflict [7], but when developed in time along with AOC determinants, it may lead to a desirable result [16], [34].

A few variables on performance factor have been examined; the efficiency [9], productivity [8] and working output [10]. Even though effective communication does not require higher AOC, employees are nevertheless affected because it leads to good work behavior and positive effect in working performance. Effective communication is also used to evaluate performance specifically for tasks that engage

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Physiological factor primarily focuses on descriptive method for understanding the contents or messages, employee behavior, working attitude and operation of organizational work processes. This involves work style, employee action and movement and communication trigger [1], [11], [12], [15], [31], [33]. This factor was selected in order to look at how to produce quality communication. IV.

on AOC helps identifying the utilization of space, determining function of space and design guideline in order to produce optimum spatial design with respect to communication activities. Although literature in the related field is scarce, a comprehensive literature review showed in Table 1 revealed several key parameters for creating successful spatial settings for the workplace. The literature analysis has shown three (3) contributions by AOC to the spatial settings:

AOC CONCEPT IN WORKPLACE SPATIAL SETTINGS

The niche of this research is specified to workplace design and the main purpose of this study is to look into the relationship between AOC and workplace spatial settings. Several proposed models by organizational theorists such as Becker, Steele and Sundstrom in the 1980’s have indicated that communication in activities of primary work are affected by physical structures [30], [35]. From workplace literature, there are two particular models indicate the relation between communication and workplace spatial settings: the ‘flow model’ and ‘serendipitous communication model’ [19], [36]. Flow model indicates that the office spatial settings should reflects the flow of information by placing physical proximity for people who need to be adjacent to each other. Whilst, serendipitous model proposed that by providing informal interaction hub such as refreshment area, lounge or leisure area, helps people to increase their communication outside of their normal working pattern.

AOC creates space for work style

2.

AOC creates space for information transfer

3.

AOC creates space to support work process

Workplace spatial settings also give impact toward performance factor, socio psychological factor as well as physiological factor of an organization. The relations between AOC determinants of physical factor and AOC effect is shown in Figure 2.

Other than transferring information among employees, recent studies on working pattern show that in knowledgebased and creative work based organizations, communication is preferred as a medium for transferring the knowledge. Gaining new knowledge from another colleague through F2F communication could enhance the knowledge base, but to enrich the knowledge, employees need to be more engaged in communication by choosing to collaborate or working together to acquire better understanding and familiarity on the related information. Apart from that, the key reasons cited for communication in workplace are [31], [32]: •

1.

Figure 2: The concept of AOC in relation to workplace spatial settings and its impact

Based on the AOC interpretation that constitutes frequency and/or duration of communication occurrence, four (4) patterns emerged from the analysis and are shown in Figure 3. The four patterns are:

Sharing knowledge/information – a process involving insight, intuition and thoughts based on substantive understandings

1.

Making decisions – a process to draw a conclusion, determination, tend towards new direction and agreement

When AOC frequency increased (↑) its duration decreased (↓)

2.

When AOC frequency increased (↑) its duration also increased (↑)



Generating ideas – a process of generating thought and imagination, delivering concept

3.

When AOC frequency decreased (↓) its duration increased (↑)



Know how/resolving problems – a process of developing skills, learning difficult and challenging techniques

4.

When AOC frequency decreased (↓) its duration also decreased (↓).



Motivation – ambition to achieve something, inspiration and encouragement



Socializing – a process of having social interaction



The patterns were derived with intention to have an insight on category of space. The analysis was conducted on the organization that practices knowledge-based work and practice collaborative work in their procedures. However, the study can be also be extended to different types of organizations to see the highest access to spaces with higher amount of F2F communication thus consequently, recommend the spatial setting befitting organization work style, culture and requirements.

Above studies acknowledges the importance of providing spaces for both supporting work process and encouraging F2F communication among employees. AOC plays an important role in spatial settings in the workplace. The study

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the working process due to miscommunication. Spatial setting could assist the progress by providing spaces that could strengthen employee motivation towards work, work place relationships and trust. Among the three consequences of organizational impact, physiological factor is more closely related to the spatial settings in developing better communication behavior within the organization. As a recommendation for workplace design, by studying AOC and working culture among employees, it is possible for a practitioner such as office planner, interior designer, architect, facilities manager, etc. to propose spatial settings for effective information flow across the organization. How can space be designed to meet their working styles? What are their preferable spaces when delivering information to each other? How can the space function in order to support their work process, routine and movement? Unfortunately, literature on the attributes of workplace spatial settings in regards to this concept, especially empirical studies was far too little. For future research, it is recommended to explore more attributes in this area to strengthen AOC in the context of enhancing communication thus, productivity in the workplace.

Figure 3: AOC pattern and spatial relationship

V.

DISCUSSION

This paper has presented a conceptual approach to study the impact on workplace spatial settings caused by AOC and its effect on organizational performance and effectiveness. Despite evidence showing that higher amount of F2F communication does not necessarily contribute to more effective communication or affect organizational performance and effectiveness, there is also evidence in literature as well as workplace practices that supports otherwise [20]. This does not mean higher AOC is the better solution for workplace communication, but an insight towards the concept of amount of F2F communication could help workplace practitioner to design workplace spatial settings befitting the organization requirement.

ACKNOWLEDGMENT We would like to thank New Era Office Research Center (NEO) of Japan for supporting this research. REFERENCES

The new working pattern in organizations nowadays demands more communication and collaboration across the boundary. However, the provided spaces were not optimized due to organizational and spatial complexities. Amount of F2F communication (AOC) plays a role in mediating the search for optimal design guidelines and how it could translate to organizational performance and efficiency. Performance factor consists of variables such as productivity, efficiency and working output. Although performance factor concerns the employees it also reflects cooperation in the whole organization. As evidence show in this study, higher amount of AOC helps in increasing performance factor even though time is needed to produce better result. This is particularly with works that are creativity-based, knowledge-based and work that demands collaboration in the procedure. Spatial settings that encourage higher AOC such as spaces that facilitate collaboration opportunity, knowledge sharing, and mutual employee motivation are believed to drive the process better. Socio-psychological factor impacts employee behavior, relationship, motivation, trust, perception and personality in workplace communication. Even though it does not affect much on the consequences, however it develops employee communication over time. Frequent communication with simple messages could develop mutual trust thus strengthen relationships. Therefore this opens the path for both parties to engage in communication openly and reduce conflict in

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