Date of Conferral

2021

Degree

Ph.D.

School

Management

Advisor

David Bouvin

Abstract

While many midsized businesses have invested in technology to support business operations, most have not realized the potential value of using technology to collaborate cross-departmentally. There is a lack of knowledge concerning strategies for using technology to facilitate effective organizational communications, which has resulted in operating technology investments being made without corresponding investments in communication technologies. The purpose of this qualitative case study was to fill the knowledge gap concerning the impact of technology for cross-departmental communications. The theoretical foundation for this study was based on systems theory, organizational theory, and stakeholder theory. The key research question involved the impact that technology has on cross-departmental communications within a midsized business with between 250 and 500 employees. Using a case study approach, data were collected through 17 semi-structured interviews and 23 online surveys from 40 managers across diverse organizations. Applying a thematic process, data were coded and analyzed for themes and patterns. The emerging themes were technology enables effective communications, leadership impacts employee behavior relating to cross-departmental communications, and cross-departmental communications impacts organizational success. These results may assist leaders when instituting strategies to gain value from communication technologies. The implications for positive social change include the potential for managers to better understand the role of technology in relation to internal communications and introduce processes to improve communications and the methods used to communicate.

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