PACIS 2019 Proceedings


This paper highlights findings from a study on Instant Messaging (IM) usage in Malaysian service organizations. The study was carried out among seven managers in these companies to explore the usage of IM for communication in workplace. In-depth semi structured interviews were conducted, and the transcribed interviews were analyzed using the constant comparison method (CCM) to understand the usage, motivations and impacts of IM on employees in organizations. Findings of the study showed that effort expectancy. performance expectancy, relative advantage, interactivity, responsiveness and price value are the results of IM usage. In addition, communication quality, work interruption, worklife conflict, technology abuse and perceived risk have resulted as a result of IM in organization.