a study of the ability to use social mediums in the workplace 2
TRANSCRIPT
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
1/31
Social Mediums in the Workplace 1
A Study of the Ability to Use Social Mediums in the Workplace
Table of Contents
Introduction4
Problem Statement..4
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
2/31
Social Mediums in the Workplace 2
Research Objectives4
Background. 5
Importance and Benefits of Study..7
Scope of Study8
Review of Related Research Studies..11
Job Performance..11
Increase/decrease in production..12
Rating of use of Social Media.13
Block or not Block access13
Summary......14
Research Methodology16
Research Design.. 16
Data Collection Methodology..17
Data Analysis Methodology.18
Limitations of the Study.. 19
Analysis and Findings..19
Conclusions.. 20
Summary..20
Primary Conclusion. 22
Recommendations22
References..24
Appendixes.27
A. Survey Instrument. 27
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
3/31
Social Mediums in the Workplace 3
B. Time Table. 29
C. Dummy Data.. 30
1. Table 1. 30
2. Table 2.30
3. Graph 1 31
D. Sample Size Calculations.31
A Study of the Ability to Use Social Mediums in the Workplace
Introduction
Problem Statement
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
4/31
Social Mediums in the Workplace 4
1 There is several indicators that social mediums affect the workplace: job performance,
customer complaints, negative result in the use, and blocking or not blocking access. It is very
important that each of these indicators is addressed. There have been eight to nine customer
complaints, verbal and written, every month within the last six months. 2 Social Mediums have
become very important in this day and time. The Managerof the Travis County District Clerks
Office has noticed a decrease in job performance from the statistical reports on each individual
employee as well as the customer complaints. The manager of the Clerks Office has also
noticed from the statistical reports that the wait time for each customer has increased within the
last six months.
Research Objective
3 The objective of the research was to determine if the employees of the Travis County
District Clerks Office believed that social mediums should be or should not be used in the work
place for personal use.
4 In order to determine this factor, the research question that was asked was: do
employees at the Travis County District Clerks Office believe that the ability to use social
mediums in the workplace would decrease job performance, increase customer complaints,
negative result in the use, and to block or not block the access? It was hypothesized that the
ability to use social mediums in the workplace decreased job performance.
Background
5 Despite the widespread use of social-networking Web sites by both employers and
employees, recent polls suggest that employers are not adequately addressing the business
implications of using social networking Web sites (Klein, 2010). Most companies do not have a
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
5/31
Social Mediums in the Workplace 5
policy in place regarding social mediums which can put the company at risk. There needs to be a
clear cut policy to protect the legality of the employer and of the employee. With social
mediums being allowed in the workplace there needs to be procedures in place regarding access
and which sites are able to be accessed. This would allow management to monitor and
determine if performance and production are at risk. Since statistical reports can be run on each
individual employees and from the eight to nine customer complaints per month, it can be
determined which employees have fallen short on job performance and customer satisfaction.
With MBWO (management by walking around), it has been determined that those individual
employees, (four), have been using social mediums, namely Facebook, during work hours and
not up to par on job performance and customer satisfaction.
6 The Travis County Courthouse has been in existence since 1855. The Travis County
District Clerk is the office of the record for all proceedings heard in district courts. This includes
most personal injury lawsuits, disputes involving over $100,000 in value, family law, tax
collection cases, and appeals from nearly all state administrative agencies.
Records of felony and some misdemeanor cases are kept by the District Clerk. Deputies of the
clerk carry out the decision of the courts by issuing writs, abstracts of judgments, preparation of
warrants, or commitment documents in criminal matters.
Amalia Rodriguez-Mendoza has served as the District Clerk for Travis County 1991 ("Travis
county archives.," 2012). The Clerks Office consists of two sections: family and civil. The
family law section consists of 25 employees and the civil section consists of 15 employees, each
section including a supervisor, one manager over both sections, assistant clerk, and the actual
Clerk of Court. Ms. Rodriguez-Mendoza is very active in the community and is constantly
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
6/31
Social Mediums in the Workplace 6
looking for ways to educate customers and boost employee morale. It is important for her to
know if the employees of the Travis County District Clerks Office believe that the ability to use
social mediums in the workplace would decrease job performance.
7 There are two variables that would be influenced by the use of social mediums in the
workplace. The first would be job performance. The amount of Internet browsing a person does
during the day, including visiting social media sites, is significantly and positively related to such
upbeat mental states as excited, interested, alert, and active, and inversely related to such
negative mental states as distressed, fearful, hostile, and jittery (Dyer, 2011). The second would
be the use of social media as effects of using social mediums in the workplace and rate the use of
social mediums. Social media has many benefits to business, especially the evident
advancements in collaboration and communication. As social media technology continues to
change and grow in popularity, companies will need to consider strategies to leverage its use in
the workplace. (Paino, 2011); how the employee would rate the use of social mediums. The
iPass study of mobile workers at over 1,100 enterprises worldwide reveals the social media trend
for business use continues to increase, with around 70% of mobile workers accessing social
media sites during their workday. Over 35% reported using social media sites during their breaks
in the day while over 30% said they use it throughout the workday.
The steady rise in social media use comes as no surprise as it provides a way to create and grow
connections with customers and prospects, as well as gathering information on competitors and
products in specific markets. (cbronline.com). Until social networks evolve to address the
specific security needs of businesses, their usage should be restricted in the workplace (Fanzilli,
2012). The effects of not blocking social mediums: it increases productivity, banning social
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
7/31
Social Mediums in the Workplace 7
media does not work, you cannot use it when it suits you, and show me the trust (Gaskell, 2011).
Some employees adhere to company policy where others do not; they want to test the limits.
This can lead to a hostile work environment. This survey allowed the Clerk of Court to
determine if social mediums would benefit the Clerks Office.
Importance and Benefits of Study
8 The research question was: do employees at the Travis County District Clerks Office
believe that the result of the ability to use social mediums in the workplace should or should not
be used in the workplace? It was important because understanding the employees role in using
social mediums in the workplace could positively or negatively affect employee productivity of
the services and environment that the Clerks Office offers.
9 It seemed as though that some of the results revealed in this study would boost
employee morale. Some of the employees did not ascertain the survey and did not feel that the
survey was worth their time and effort. This study benefitted the Clerk of the Court by showing
her that using social mediums in the workplace decreased job performance and increase
customer complaints for several employees.
10 The results of this survey revealed the negative use of social mediums in the
workplace. This allowed the Clerk of the Court to determine if social mediums should be
allowed in the workplace to conduct further business. This also allowed what issues to address
with the employees.
Scope of the Study
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
8/31
Social Mediums in the Workplace 8
11 There were two variables examined in this study. The first was job performance and
the second was the use of social media. There were two sub variables: under job performance,
there were customer complaints and under use of social media, there was blocking access. These
four independent variables influence the dependent variable of the actual ability to use the social
mediums in the workplace.
Observation and reports was the key to this study. Job performance has decreased with the
ability to use social media in the workplace. It has to be determined whether the Clerks Office
should block the access to certain websites in order to raise job performance and decrease
customer complaints.
One important variable that was not addressed during this study was the actual role of using
social mediums. The Clerks Office has not determined what role that it plays versus the affects
of using social mediums in the workplace. There is a possibility of using social mediums to help
the company but it is most likely used for personal enjoyment.
12 The conceptual definition of the independent variable of the actual ability to use social
mediums would be individuals that share similar interests and activities connecting via the
Internet, such as e-mail, instant messaging, twitter, and skype (video calls). As more of social
life becomes embedded in online systems, the concept of social role becomes increasingly
valuable as a tool for simplifying patterns of action, recognizing distinct user types, and
cultivating and managing communities (Mendeley, 2009).
The independent variable, the positive and/or negative result in the use of social
mediums, is defined as a tool of communication between management and employees to ensure
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
9/31
Social Mediums in the Workplace 9
that employees are productive but not overworked. Another possible use is as a marketing tool;
negative result, perceived loss in staff productivity, data leakage from staff gossiping freely in an
open environment, damage to a companys reputation, scams practiced by cyber crooks, and
the open access to company information because of outdated passwords (Baker, 2010).
Observation and individual reports have determined that the use of social mediums in the
workplace have caused a decrease in performance and increase in customer complaints. To
determine the operational definition, employees were asked: would the use of social mediums in
the workplace have a positive or negative result?
The independent variable, to block or not block access to social media websites, is
defined as that IT can choose to block social media sites,but its a futile effort. If employees see
opportunities to use social media sites/tools to help them save time and execute better, they will
find a way to use them for business purposes. Then the company ends up with a bigger problem:
a lack of visibility and control on how these tools are being used (Gonzalez, 2011). To combat
the lack of job performance and customer complaints, the IT department should block access to
certain social media websites. To determine the operational definition, employees were asked:
would blocking or not blocking social mediums in the workplace have a positive or negative
result?
The dependent variable, job performance, is defined as the ability to perform effectively
in your job, requires that you have and understand a complete and up-to-date job description for
your position, and that you understand the job performance requirements and standards that you
are expected to meet. Your supervisor should review your job description and performance
requirements with you. Job performance has decreased since the access of social media is
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
10/31
Social Mediums in the Workplace 10
allowed. To determine the operational definition, employees were asked the question: would the
use of social mediums in the workplace decrease job performance?
The dependent variable, increase in customer complaints, is defined as an expression of
dissatisfaction with a product or service, either orally or in writing, from an internal or external
customer. How a customer complaint is handled will affect the overall level of custom
satisfaction and may affect long-term customer loyalty. To determine the operational definition,
employees were asked: would the use of social mediums in the workplace increase customer
complaints?
13 The results to which this study applies is to the forty employees of the Travis County
District Clerks Office in the family law and civil section. 14 The time period of the study was
November 1, 2011 through November 30, 2011. 15 The research data was was collected through
a questionnaire survey which assessed the ability to use social mediums in the workplace. 16
The geographical area to which the study applies is Austin, Texas. 17 The population examined
in this study was the 40 employees that are the combination of the family law and civil section of
the Travis County District Clerks Office. The population was comprised of male and female
employees across a wide range of ages, educational levels, household income levels, and marital
status. 18 The population surveyed was the 40 employees seen during the study time frame.
19, 20, 21 Review of Related Research Studies
Job Performance
A study titled Facebook Profiles Accurately Predict Job Performance [STUDY],
February 21, 2012, from Northern Illinois University, recruited four Facebook-savvy human
resources professionals and students to evaluate the Facebook profiles of 56 users. Six months
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
11/31
Social Mediums in the Workplace 11
later, the researchers compared the evaluations of the 56 users worksupervisors and found a
strong correlation for traits including intellectual curiosity, agreeability and conscientiousness.
The evaluations are, of course, subjective, but job seekers shouldnt necessarily worry that they
need to clean up their Facebook profile (Wasserman, 2012).
For instance, Don Kluemper, one of the authors of the study, says that contrary to popular
belief, a picture of you partying wont necessarily hurt your chances of getting hired. I dont
think a picture of someone holding a beer adversely affected them, but [a picture of you] being
drunk in a ditch somewhere might be a negative, he says. Not surprisingly, pictures and
references to traveling signaled openness to new experiences and adventurousness, while the
number of friends you have indicates extroversion (Wasserman, 2012).
Despite the studies, Kluemper says that companies shouldnt use Facebook to screen
applicants, although, of course, many already do. Kluemper says there hasnt been enough
research yet to show a definitive connection between Facebook profiles and job performance.
This offers a shred of validation, Kluemper says of his research. But there are thousands of
studies that show personality tests predict performance. More studies [on Facebook as an
indicator of job performance] need to be done. (Wasserman, 2012).
Customer Complaints
A study titled Service Skills in the Workplace discusses customer service. The key to
service quality exists in the customers perception of value. No matter what skills, competencies,
interaction guidelines, or services a company offers, everything must be directed toward meeting
or exceeding the customers expectations for service. However, individual customers have
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
12/31
Social Mediums in the Workplace 12
unique needs, and the needs of the same customer vary from interaction to interaction. The
system or approach for meeting customer needs must be flexible and universal enough to address
a multitude of customer needs and styles. The ability to treat each customer individually
will develop the relationship required to create customer loyalty, which is so critical to business
success (Bernthal and Davis).
First, it is difficult to assume responsibility and take action without having sufficient job
knowledge.Job Knowledge was rated among the five most important and proficient service
provider competency areas. Second, provider degree of empowerment on the job was
significantly correlated to job satisfaction. Empowerment (part of the service culture)
predicts employee satisfaction/loyalty (part of the Service Success Loop). In turn, employee
satisfaction/loyalty predicts customers level of satisfaction (Bernthal and Davis).
The last major finding in this study illustrates the importance of follow-through.
Following through on promises and commitments appeared as a "top five" competency and as a
key service encounter behavior. It also appeared in the top five customer satisfaction reducers
when worded negatively (i.e., failing to follow through) (Bernthal and Davis).
Negative Result in the Use of Social Media
A study titled Study: Social Media & Workplace? Are policies a must? looked at
social media in the workplace. The question is Are Social Media guidelines necessary or are
employment contract not offering enough guidelines for the use of Social Media at work, too?
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
13/31
Social Mediums in the Workplace 13
For companies it is a challenge to manage employees use of Social Media. A new study
by DLA Piper now found that one third of employers have disciplined employees for something
posted on a Social Media site. It also states that 21% of employers have given warnings for
posting something derogatory about a colleague or the business. Some key findings of the study
illustrate some negative development where many of us might think, people should be clever
enough to understand the meaning and reach of their words on the Social Web (Meyer-Gossner,
2011).
Whatever people do, they might use Social Media wrong in the eyes of employers at
the workplace. Thus, companies will need to have Social Media policies in the future and
employees need to find a way to deal with them (Meyer-Gossner, 2011).
Blocking or not Blocking Access
A study titled Social Media in the Workplace looked at blocking employee access. A
recent report from Clearswift, and IT security firm, found that 19% of companies are blocking
employee access to social media sites at work, up 10% from last year. (Dyer, 2011).
Businesses havent had to tackle this issue until the last few years, so there arent any historical
precedents for guiding employees about social media etiquette. Many companies either dont
have a policy about how workers should handle their online interactions while theyre at the
office or, if they do have one, its so dense and convoluted that its impossible to plow through.
When the emphasis is on whats allowed rather than whats forbidden, social media mischief
decreases dramatically (Dyer, 2011).
Summary
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
14/31
Social Mediums in the Workplace 14
22 Job performance, customer complaints, negative result in the use, and blocking or not
blocking access make a determination that social mediums should not be used in the workplace.
Based on the study results, it is clear that there is no precedence. Although employers are aware
of the increasing number of employees that frequent social mediums in the workplace, they are
trying to ascertain what can be done about this potential problem; there hasnt been enough
research yet to show a definitive connection between Facebook profiles and job performance.
The study by Wasserman (2012) showed a strong correlation for traits including
intellectual curiosity, agreeability and conscientiousness. The evaluations are, of course,
subjective, but job seekers shouldnt necessarily worry that they need to clean up their Facebook
profile. Despite the studies, Kluemper says that companies shouldnt use Facebook to screen
applicants, although, of course, many already do.
The study by Bernthal and Davis showed the highest importance for customer service
skills and competencies: work standards, follow-up, integrity, job knowledge, and
communication. Every provider needs to make sure the customer is satisfied, meet the
customers needs, and follow-through. Many customers wont allow dissatisfaction before going
to another organization. It is the employees response that could turn the customer into a
satisfied customer. Customers want to know that they are being listened to and that someone,
employee, is taking the time to understand the problem or situation. This research and other
studies have demonstrated the importance of supporting service providers and promoting their
satisfaction and loyalty. They can and will make a difference in building customer satisfaction
and loyalty. Whether this difference is positive or negative depends on an organizations ability
and willingness to manage, develop, and motivate those who serve their customers.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
15/31
Social Mediums in the Workplace 15
The study by Meyer-Gossner (2011) showed that there has been a question whether to
allow access to social media in the workplace and that did it affect productivity and policies.
Some use of Social Media was too often and some inappropriate; 31%of employers have taken
disciplinary proceedings because of information an employee has displayed on a social media
site about the organization30% of employers have taken disciplinary proceedings because of
the level of usage of social media sites while at work - 25% of employers have taken disciplinary
proceedings because of information an employee has displayed on a social media site about their
activities at work - 21% of employers have taken disciplinary proceedings because of
information an employee has displayed on a social media site about another employee.
Companies will need to have Social Media policies in the future.
The study by Dyer (2011) revealed that 19% of companies are blocking employee access
to social media sites at work, up 10% from last year. Companies are urged to "strike a middle
ground between work and cyberloafing... allow[ing] for personal Web usage as long as it is in
line with business objectives. In light of this study, an acceptable Internet use policy would allow
for periodic Web browsing while limiting the access to personal e-mails." Most employees view
blocking access as employers showing mistrust in them and which causes them to do this even
more. Employees that visit social media sites show restorative function and improved job
performance.
Research Design
23 In order to determine if social mediums in the workplace decreased job performance at
the Travis County District Clerks Office, a descriptive study was conducted on four factors.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
16/31
Social Mediums in the Workplace 16
The factors were job performance, customer complaints, the use of social media, and blocking or
not blocking access. A survey was given to forty employees and asked their viewpoint on the
four independent variables concerning this topic. A Likert scale was to used to measure the
importance that the employees placed on each of the four independent variables.
24 This study was conducted over a one month period in July/August 2011. After the
initial problem was defined, a survey was given to the forty employees. This was an anonymous
survey to put employees at ease when answering the questions. The remaining time was spent
analyzing the data and drawing conclusions. Appendix B gives the entire timeline for the study.
25 A Likert scale was used to allow employees to express their personal opinions
regarding the four variables. It was necessary that the most important of the four independent
variables was discovered, so that the District Clerks Office can increase job performance,
decrease customer complaints, put a policy in place, and make a more friendly work
environment.
Sampling Design
26 The specific population that was examined was the forty (40) employees of the Travis
County District Clerks Office in the time period from July to August 2011. These two months
are one of the highest in filings for the year. 27 A sample of the same forty employees were
chosen to complete the survey. These employees are in close proximity to each other and
interact with each other on a daily basis. 28 The employees vary in age, education levels,
incomes, and ethnicity. This sample size would eliminate bias and allow each person an equal
chance to be representative of the population. The sample size of 40 represents a 95%
confidence level with a confidence interval of 5. (This would allow for individuals that were
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
17/31
Social Mediums in the Workplace 17
scheduled off the particular day of the test or that called in sick). See Appendix D for
calculations of sample size.
Data Collection Methodology
29 The instrument used for the survey was a Likert scale because it is easily understood
by all educational levels and provided an accurate representation of employee viewpoints
regarding the independent variables. The design of the survey was modeled on other surveys
that utilized a Likert scale. The employees were asked to rate the four independent variables of
job performance, customer complaint, negative result in the use of social media, and blocking or
not blocking access on levels of importance. The answer choices were: very important, fairly
important, neutral, not very important and not important at all. 30 See Appendix A for a copy of
the survey.
31 The survey was administered at the Travis County District Clerks Office by
informing each employee that they were part of the study. The employees were asked to
complete the survey before the end of the work day on that particular day. 32 Informed consent
was obtained from employees through a statement at the top of the survey that addressed the
purpose of the survey and asked for their participation. 33 Additionally, this section noted that
all responses would be kept anonymous and confidential.
34 The survey was pre-tested before given to the employees. The four managers of the
Travis County District Clerks Office were asked to complete the survey and offer any ideas for
improvement. They were asked if the four independent variables in the study were applicable
and if this would improve job performance and decrease customer complaints. There were no
changes suggested.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
18/31
Social Mediums in the Workplace 18
35 The data was collected through a self administered paper survey, which was received
back from each employee by the end of the work day. Over a period of three days the results of
the survey were entered in an Excel table. 36 Non-responses were handled in two ways. First,
the researcher looked over the completed survey before the employee left for the day to ensure
that all questions were answered. Second, if the employee refused to participate in the study,
they would need to write a letter explaining why they did not want to participate.
37 The data was verified as soon as the survey was returned to the researcher before the
employees left the building for the day. If any questions were skipped, the researcher would
announce to all employees to answer all questions. This would keep the anonymity. Data entry
was added to the table each evening.
Data Analysis Methodology
38 Prior to administering the survey, a table was formulated in Excel. Each evening, the
results of that days survey was entered into the spreadsheet. The frequency table calculated the
responses to each question, broken down by response category. Another table was formulated to
show the mode of each question and the percentage of employees that had chosen that answer.
39 See Appendix C for the data tables.
40 The research question of this study was: if the employees of the Travis County District
Clerks Office believed that social mediums should be or should not be used in the work place
for personal use? (Primarily due to decrease in job performance and increase in customer
complaints). The frequency of each answer from the survey was noted in the Excel table. The
modes for each question were also placed in a table, and the percent of total responses noted.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
19/31
Social Mediums in the Workplace 19
After all results were entered into the tables, it was evident which factor the employees viewed
as contributing most to using social media in the workplace.
Limitations of the Study
41 The study encountered a few limitations. First, the study examined four independent
variables that areconsidered in using social mediums in the workplace. However, it could be
argued that there are other variables that also contribute. It is possible that one or more of these
alternate variables is more important to an employee(s) that the ones offered. It is possible that a
survey that asked open ended questions could have produced better responses. 42 Management
should be aware that these limitations could influence the outcomes of the study in determining
if using social mediums affect job performance and customer complaints.
Analysis and Findings
43 The research question for this study was: if the employees of the Travis County
District Clerks Office believed that social mediums should be or should not be used in the work
place for personal use? (Primarily due to decrease in job performance and increase in customer
complaints). It was hypothesized that using social mediums in the workplace for personal use
decreased job performance. See Appendix C for the survey results tables.
An analysis of the results of the survey showed that in response to the first question
concerning job performance, 50% of the employees viewed this to be fairly important to using
social media. The employees recognize the importance of this but do not hold it as the highest
element.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
20/31
Social Mediums in the Workplace 20
In response to the second question of the survey regarding an increase in customer
complaints, 63% of the employees felt that this was very important, which confirms part of the
hypothesis. Five employees viewed this is not very important, but all employees agreed that it
affected the Clerks Office is some way.
In response to the third question of the survey regarding the negative use of social media,
78% of the employees felt that this was fairly important. One employee felt that is not important
at all. This represents a large number of employees and will need to be addressed by
management. Employees that post comments about their jobs or other individuals that work
there could reflect badly upon the Clerks Office.
The final question of the survey regarding blocking or not blocking access to social
mediums showed that 55% of employees felt that was not very important. This presents a mixed
finding. If employees viewed that using social mediums in the workplace results in an increase
of customer complaints and affects job performance, then they should want to block the access.
Management needs to take a closer look at this result. It could be determine that the employees
did not understand the question.
The results found that the employees viewed using social media in the workplace did
increase customer complaints with a decrease in job performance in a close second. The results
offer an insight into what employees view as important when it comes to using social media and
what management should do in terms of correcting this issue.
Summary
44 This study was performed by the Travis County District Clerks Office to help
determine if social mediums should be used in the workplace for personal use. There were four
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
21/31
Social Mediums in the Workplace 21
variables considered: job performance, customer complaints, negative use of, and blocking or not
blocking access. One important factor that was not addressed by this study is those employees
that actually use social media; which employees actually have a Facebook or Twitter account.
This is not something that could be easily addressed by this study and is not under the control of
management or policies and procedures. The viewpoint of the employees played an important
role in determining if social media should be used in the workplace for personal use. The results
stressed the importance on the two main goals: decrease in job performance and an increase in
customer complaints.
This study was conducted over a two month period in which 40 employees were
surveyed. All forty employees were surveyed but the sample had a confidence level of 95% and
a confidence interval of 5; these levels were used due to employees that called in sick or were on
leave on the day of the survey. The employees were asked to complete a survey utilizing a
Likert scale to measure the importance placed on each of the independent variables.
Several research studies were reviewed in connection with this study. Each study
revealed the pros and cons of using social mediums in the workplace. The more emphasis
management put on that social mediums were not practiced in the workplace, the more the
employees wanted to engage in using them. Employees felt that if management were limiting
their resources and monitoring their usage, the more they were apt to buck the system.
Employees felt that management did not trust them which could cause a hostile work
environment. Lack of respect and communication between employees and management could
disrupt work flow, dissatisfy customers, and produce a hostile work environment.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
22/31
Social Mediums in the Workplace 22
Primary conclusion
45 The research question asked was: if the employees of the Travis County District
Clerks Office believed that social mediums should be or should not be used in the work place
for personal use? (Primarily due to decrease in job performance and increase in customer
complaints). It was hypothesized that a decrease in job performance and an increase in customer
complaints was the cause of using social media in the workplace. The study answered the
research question in part. The survey revealed that 63% of employees viewed that customer
complaints was very important in the workplace and 50% viewed that a decrease in job
performance was second. The survey also revealed that 78% of employees viewed that the
negative use of social media played an important part which will be considered by management.
The study answered that 55% of employees viewed blocking or not blocking access to social
media was not very important at all. This is contradictory. Clearly this indicates either the
employees did not understand the question regarding blockage or they did not care since it was
the last question of the survey and wanted to mark an answer. The finding will allow the District
Clerks Office to make a determination on if using social mediums in the workplace shall
continue.
Recommendations
46 From the findings of this research study and the review of related research studies,
several recommendations were developed for the Clerks Office. All variables ranked high
among employees. Social media is currently not used for business purposes. Accessing social
mediums in the workplace for personal use is a privilege not a right. The study indicates that the
use of social mediums should be blocked in the workplace in order to increase job performance
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
23/31
Social Mediums in the Workplace 23
and decrease customer complaints. The negative use of social media could be detrimental to the
Clerks Office, the Clerk of Court, and Travis County. When and if job performance increases
and customer complaints have decreased, management could look at slowly bringing access
back. Even though employees can access social media on their cellular phones, a policy should
be put in place that employees are only allowed to use this device on scheduled breaks.
Management is expecting resistance from employees but not allowing social media for personal
use should allow a better working environment.
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
24/31
Social Mediums in the Workplace 24
References
Baker, D., Buoni, N., Fee, M., Vitale, C. (2012, March 10). Social networking and its effects on.
Retrieved fromhttp://www.neumann.edu/academics/divisions/business
Bernthal, P. and Davis, J. (2012). Service skills in the workplace. Retrieved from
http://www.ddiworld.com/DDIWorld/media/white-
papers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdf
Dyer, P. (2011, October 18). Social media in the workplace. Retrieved from
http://www.pamorama.net/2011/10/18/social-media-in-the-workplace-infographic/
Fanzilli, F., Steinfield, J. (2012, March 10). Social media sites: employers should block them.
Retrieved from
http://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_em
ployers_should_block_them.html
Gaskell, A. (2011, November 30).Four reasons to allow social media at work. Retrieved from
http://www.hrmtoday.com/leadership/employee-communication/four-reasons-to-
allow-social-media-at-work/
http://www.neumann.edu/academics/divisions/businesshttp://www.neumann.edu/academics/divisions/businesshttp://www.neumann.edu/academics/divisions/businesshttp://www.ddiworld.com/DDIWorld/media/white-papers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdfhttp://www.ddiworld.com/DDIWorld/media/white-papers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdfhttp://www.ddiworld.com/DDIWorld/media/white-papers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdfhttp://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_employers_should_block_them.htmlhttp://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_employers_should_block_them.htmlhttp://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_employers_should_block_them.htmlhttp://www.hrmtoday.com/leadership/employee-communication/four-reasons-to-allow-social-media-at-work/http://www.hrmtoday.com/leadership/employee-communication/four-reasons-to-allow-social-media-at-work/http://www.hrmtoday.com/leadership/employee-communication/four-reasons-to-allow-social-media-at-work/http://www.hrmtoday.com/leadership/employee-communication/four-reasons-to-allow-social-media-at-work/http://www.hrmtoday.com/leadership/employee-communication/four-reasons-to-allow-social-media-at-work/http://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_employers_should_block_them.htmlhttp://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_employers_should_block_them.htmlhttp://www.ddiworld.com/DDIWorld/media/white-papers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdfhttp://www.ddiworld.com/DDIWorld/media/white-papers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdfhttp://www.neumann.edu/academics/divisions/business -
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
25/31
Social Mediums in the Workplace 25
Gleave, E., Welser, H., Lento, T., and Smith, M. (2009).A conceptual and operational
definition of 'social role' in online community. Retrieved from
http://www.mendeley.com/research/conceptual-operational-definition-social-role-online-
community/
Gonzalez, A. (2011, November 02). Why it blocking social media sites is futile (and the wrong
approach. Retrieved from http://logisticsviewpoints.com/2011/11/02/why-it-blocks-on-
social-media-is-futile-and-the-wrong-approach/
Haimowitz, B. (2011, August).Internet browsing at work? it's a pause that refreshes workers
and enhances their productivity, new research finds. Retrieved from
http://www.aomonline.org/aom.asp?ID=251&page_ID=224&pr_id=448
Klein, J., Pappas, N.,Pruzansky, J. (2010, June 16). When social-networking and the workplace
collide . Retrieved from
http://www.hreonline.com/HRE/story.jsp?storyId=453891896
Meyer-Gossner, M. (2011, October 17). Study: Social media & workplace? are policies a
must..?. Retrieved from http://www.thestrategyweb.com/study-social-media-workplace-
are-policies-a-must
Paino, M. (2011, March 18). The impact of social media in the workplace. Retrieved from
http://blog.clomedia.com/2011/03/the-impact-of-social-media-in-the-workplace/
http://www.hreonline.com/HRE/story.jsp?storyId=453891896http://www.hreonline.com/HRE/story.jsp?storyId=453891896http://www.hreonline.com/HRE/story.jsp?storyId=453891896 -
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
26/31
Social Mediums in the Workplace 26
Travis county archives. Austin, Texas. (2012, March 10). Retrieved from
http://www.traviscountyhistory.org/
Wasserman, T. (2012, February 21).Facebook profiles accurately predict job performance
[study]. Retrieved fromhttp://mashable.com/2012/02/21/facebook-profiles-job-
performance/
http://www.traviscountyhistory.org/http://www.traviscountyhistory.org/http://mashable.com/2012/02/21/facebook-profiles-job-performance/http://mashable.com/2012/02/21/facebook-profiles-job-performance/http://mashable.com/2012/02/21/facebook-profiles-job-performance/http://mashable.com/2012/02/21/facebook-profiles-job-performance/http://mashable.com/2012/02/21/facebook-profiles-job-performance/http://mashable.com/2012/02/21/facebook-profiles-job-performance/http://www.traviscountyhistory.org/ -
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
27/31
Social Mediums in the Workplace 27
Appendix A
48 Survey Instrument
This survey is being conducted in order to determine if employees should use social media in the
workplace for personal use more specifically decreases job performance and increases
customer complaints. You are not asked to identify yourself, and all responses will be
kept confidential and anonymous. It is mandatory that you participate in this survey.
Please return the completed survey to the researcher before the end of the work day
today. Thank you for your assistance.
1. How important is job performance if social mediums are used in the workplace for
personal use?
o Very Important
o Fairly Important
o Neutral
o Not Very Important
o Not at all Important
2. How important is customer complaints if social mediums are used in the workplace for
personal use?
o Very Important
o
Fairly Important
o Neutral
o Not Very Important
o Not at all Important
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
28/31
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
29/31
Social Mediums in the Workplace 29
Appendix B
49 Time Table of Research Activities
Tasks Timeline
Defined Problem June 15-20
Planned Research Design June 23-25
Planned Survey June 26-27
Prepared Research Proposal June 28-29
Pre-tested Survey June 30
Administered Survey July 1-August 31
Analyzed Data September 1-3
Formulated Conclusion September 1-3
Prepared Report September 4
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
30/31
Social Mediums in the Workplace 30
Appendix C
50 Data Table
Survey Frequency Table
Measure Very Important Fairly Important Neutral Not Very
Important
Not at all
Important
Job
Performance
20 18 1 1 0
Customer
complaints
25 10 0 5 0
Negative use 2 31 0 6 1
Block or not
Block Access
4 10 3 22 1
Table 2
Mode of Frequency
Measure Answer Percent of Employees
Job Performance (decrease) Very Important 50%
Customer Complaints
(increase)
Very Important 63%
Negative Use Fairly Important 78%
Block or not Block Access Not Very Important 55%
-
7/30/2019 A Study of the Ability to Use Social Mediums in the Workplace 2
31/31
Social Mediums in the Workplace 31
Graph I
Frequency of Variables
Appendix D
51 Sample Data Calculations
Table 3
Population/Sample Size/Confidence Interval
Population 40
Sample Size 40*
Confidence Interval 5
Based on a 95% Confidence Level. *Based on all employees being present but allow for
those employees that are not there
0
5
10
15
20
25
30
35
Job
Performance
Customer
Complaints
Negative Use Block or not
Block Access
Very Important
Fairly Important
Neutral
Not Very Important
Not at all Important