Negativity decontaminating: Communication media affordances for emotion regulation strategies

Wang, Nan; Carte, Traci; Bisel, Ryan S.

doi:10.1016/j.infoandorg.2020.100299

Cited by 5 publications

(6 citation statements)

References 83 publications

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“…knowledge sharing, IT-associated organizational/technical change) both inside and outside the IS literature (e.g. Bygstad et al , 2016; Leidner et al , 2018; Leonardi, 2011; Strong et al , 2014; Wang et al , 2020).…”

Section: Discussionmentioning

confidence: 99%

“…Instead, extant research often focused on technology affordances themselves (and factors affecting the exercising and/or actualization of affordances) without giving much attention to technology features giving rise to those affordances (e.g. Cousins and Robey, 2015; Vermeulen et al , 2018; Wang et al , 2020). In some other cases, researchers examined organization/technology-specific features giving rise to technology affordances (e.g.…”

Section: Discussionmentioning

confidence: 99%

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Media features and communication control in the digitalized workplace: a study about regulating negative emotional communication

Wang

2021

ITP

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PurposeOne challenge facing the digitalized workplace is communication control, especially emotion regulation in which individuals try to manage their emotional experiences and/or expressions during organizational communication. Extant research largely focused on the facilitating role of a few media features (e.g. fewer symbol sets). This study seeks to provide a deeper understanding of media features that individuals, as receivers of negative emotions expressed by communication partners, could leverage to support regulating negative emotional communication in the workplace.Design/methodology/approachThis study used qualitative research methods to identify media features that support regulating negative emotional communication at work. Data were collected using interviews and was analyzed using directed content analysis in which media features discussed in media synchronicity theory (MST) were used as the initial coding schema but the researcher was open to media features that do not fit with MST.FindingsIn addition to media features (and capabilities) discussed in MST, this study identified five additional media features (i.e. message broadcasting, message blocking, receiving specification, recipient specification and compartmentalization) and two underlying media capabilities (i.e. transmission control capability and participant control capability) that may support regulating negative emotional communication. Two major mechanisms (i.e. reducing or eliminating emotion regulation workload, and providing prerequisites or removing obstacles for emotion regulation) via which media features support emotion regulation were also identified.Originality/valueThis paper provides a more comprehensive understanding regarding communication media features that may support emotion regulation in particular and communication control in general. Findings of this study contribute to several literatures and may also transfer to other similar contexts.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Media features and communication control in the digitalized workplace: a study about regulating negative emotional communication

Wang

2021

ITP

Self Cite

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show abstract

“…Also, while the majority of studies adopting a quantitative approach treated technology as a “black box”, a qualitative approach usually entailed a functional perspective regarding technology. For example, using semi-structured interviews to understand how the affordances of communication media support emotion regulation strategies of IT help-desk workers (Wang et al , 2020).…”

Section: Methodological Approach In the Selected Papersmentioning

confidence: 99%

“…Ortiz de Guinea and Webster, 2013), different types of IT professionals and IT-dependent workers, such as cybersecurity professionals (e.g. D'Arcy et al , 2014), IT staff (Wang et al , 2020) or gig workers (e.g. Pignot, 2021), the implications of the digitalised workplaces and/or the impact of specific IT use on employees' anxiety and technostress (e.g.…”

Section: Perspectives On Digitalised Workplaces In the Selected Papersmentioning

confidence: 99%

Guest editorial: Emotions in the digitalised workplace

Panteli

Giæver²,

Engesmo³

2022

ITP

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“…The expectation or requirement to express or suppress specific emotions is particularly important for jobs requiring regular interactions with others, whereby employees are the face of the company with which customers interact (Biron & van Veldhoven, 2012). For example, cruise ship (Tracy, 2000) and hotel employees (Shapoval, 2019) produce and communicate emotions to create a particular experience for customers, while other service industry employees such as IT help desk (Wang et al, 2020) and service call center workers (Ishii & Markman, 2016) engage in emotional labor to help customers resolve issues. Even in public service positions such as correctional officers (Tracy, 2007), fire fighters (Scott & Myers, 2005), municipal court judges (Scarduzio, 2011), and airport transportation security agents (Malvini Redden & Scarduzio, 2018), emotions are managed to encourage specific responses from others.…”

mentioning

confidence: 99%

The Impact of Daily Emotional Labor on Health and Well-Being

Riforgiate

Howes

Simmons

2021

Management Communication Quarterly

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Emotional labor research largely focuses on client-facing occupations. However, employees across occupations engage in emotional labor when they perceive that specific types of emotional communication are required to align with organizational expectations. The current two-week daily survey study of 42 employees was conducted at a small website development company to examine relationships between employees’ emotional labor, physical health, and psychological well-being. Results indicated that daily emotional labor surface acting was significantly negatively related to daily psychological well-being and daily physical health. However, daily emotional labor deep acting was not significantly related to daily psychological well-being or daily physical health. After aggregating emotional labor across days, results revealed a significant positive relationship between emotional labor and burnout. This study enhances organizational awareness of the relationship between emotional communication expectations and employees’ psychological and physical health. Research-driven practices are detailed to ameliorate the negative side effects of emotional labor communication demands.

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Negativity decontaminating: Communication media affordances for emotion regulation strategies

Cited by 5 publications

References 83 publications

Media features and communication control in the digitalized workplace: a study about regulating negative emotional communication

Media features and communication control in the digitalized workplace: a study about regulating negative emotional communication

Guest editorial: Emotions in the digitalised workplace

The Impact of Daily Emotional Labor on Health and Well-Being

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