Using social media for business communication:  A symbolic interaction perspective

R. Chen; R.M. Davison; Carol Ou

Using social media for business communication: A symbolic interaction perspective

R. Chen, R.M. Davison, Carol Ou

Information Systems & Oper. Mgt.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

3 Citations (Scopus)

Abstract

It is important to understand the symbolic meaning of social media perceived by users in a particular communication context, as it may completely deviate from designers’ original intentions. In the exploratory case study of Moon Struck hotel in China, we investigate how customers interpret this hotel’s use of WeChat (the most dominant instant messaging tool in China) for business communication and how customers respond to the messages received from WeChat in this context. Leveraging the symbolic interaction perspective, we report that
customers’ interpretations towards the symbolic meaning of WeChat vary across personal and business communication contexts, and subsequently affect customers’ usage behaviour of WeChat. Drawing on in-depth interviews with 12 selected followers of the hotel’s WeChat account, as well as company executives at this hotel, we identify the key findings and discuss the theoretical implications and practical recommendations.

Original language	English
Title of host publication	Proceedings of the 27th Australasian Conference on Information Systems (ACIS 2016)
Subtitle of host publication	Occupying the Sweet Spot: IS at the Intersection
Place of Publication	Wollongong, Australia
Publisher	Association for Information Systems
Publication status	Published - 2016
Event	27th Australasian Conference on Information Systems: Occupying the Sweet Spot: IS at the Intersection - University of Wollongong, Wollongong, Australia Duration: 5 Dec 2016 → 7 Dec 2016

Conference

Conference	27th Australasian Conference on Information Systems
Abbreviated title	ACIS 2016
Country/Territory	Australia
City	Wollongong
Period	5/12/16 → 7/12/16

Cite this

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title = "Using social media for business communication: A symbolic interaction perspective",

abstract = "It is important to understand the symbolic meaning of social media perceived by users in a particular communication context, as it may completely deviate from designers{\textquoteright} original intentions. In the exploratory case study of Moon Struck hotel in China, we investigate how customers interpret this hotel{\textquoteright}s use of WeChat (the most dominant instant messaging tool in China) for business communication and how customers respond to the messages received from WeChat in this context. Leveraging the symbolic interaction perspective, we report that customers{\textquoteright} interpretations towards the symbolic meaning of WeChat vary across personal and business communication contexts, and subsequently affect customers{\textquoteright} usage behaviour of WeChat. Drawing on in-depth interviews with 12 selected followers of the hotel{\textquoteright}s WeChat account, as well as company executives at this hotel, we identify the key findings and discuss the theoretical implications and practical recommendations.",

author = "R. Chen and R.M. Davison and Carol Ou",

year = "2016",

language = "English",

booktitle = "Proceedings of the 27th Australasian Conference on Information Systems (ACIS 2016)",

publisher = "Association for Information Systems",

address = "United States",

note = "27th Australasian Conference on Information Systems : Occupying the Sweet Spot: IS at the Intersection, ACIS 2016 ; Conference date: 05-12-2016 Through 07-12-2016",

}

Chen, R, Davison, RM & Ou, C 2016, Using social media for business communication: A symbolic interaction perspective. in Proceedings of the 27th Australasian Conference on Information Systems (ACIS 2016): Occupying the Sweet Spot: IS at the Intersection. Association for Information Systems, Wollongong, Australia, 27th Australasian Conference on Information Systems, Wollongong, Australia, 5/12/16.

Using social media for business communication: A symbolic interaction perspective. / Chen, R.; Davison, R.M.; Ou, Carol.
Proceedings of the 27th Australasian Conference on Information Systems (ACIS 2016): Occupying the Sweet Spot: IS at the Intersection. Wollongong, Australia: Association for Information Systems, 2016.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

TY - GEN

T1 - Using social media for business communication

T2 - 27th Australasian Conference on Information Systems

AU - Chen, R.

AU - Davison, R.M.

AU - Ou, Carol

PY - 2016

Y1 - 2016

N2 - It is important to understand the symbolic meaning of social media perceived by users in a particular communication context, as it may completely deviate from designers’ original intentions. In the exploratory case study of Moon Struck hotel in China, we investigate how customers interpret this hotel’s use of WeChat (the most dominant instant messaging tool in China) for business communication and how customers respond to the messages received from WeChat in this context. Leveraging the symbolic interaction perspective, we report that customers’ interpretations towards the symbolic meaning of WeChat vary across personal and business communication contexts, and subsequently affect customers’ usage behaviour of WeChat. Drawing on in-depth interviews with 12 selected followers of the hotel’s WeChat account, as well as company executives at this hotel, we identify the key findings and discuss the theoretical implications and practical recommendations.

AB - It is important to understand the symbolic meaning of social media perceived by users in a particular communication context, as it may completely deviate from designers’ original intentions. In the exploratory case study of Moon Struck hotel in China, we investigate how customers interpret this hotel’s use of WeChat (the most dominant instant messaging tool in China) for business communication and how customers respond to the messages received from WeChat in this context. Leveraging the symbolic interaction perspective, we report that customers’ interpretations towards the symbolic meaning of WeChat vary across personal and business communication contexts, and subsequently affect customers’ usage behaviour of WeChat. Drawing on in-depth interviews with 12 selected followers of the hotel’s WeChat account, as well as company executives at this hotel, we identify the key findings and discuss the theoretical implications and practical recommendations.

M3 - Conference contribution

BT - Proceedings of the 27th Australasian Conference on Information Systems (ACIS 2016)

PB - Association for Information Systems

CY - Wollongong, Australia

Y2 - 5 December 2016 through 7 December 2016

ER -

Using social media for business communication: A symbolic interaction perspective

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