USAGE PATTERN AND PRODUCTIVITY IMPACT OF COMPUTER-MEDIATED COMMUNICATION IN A DEVELOPING-COUNTRY - AN EXPLORATORY-STUDY

For almost two decades, computer-mediated communication systems (CMCS) have been a major management communication medium in business organiz ations. This paper reports the findings of a case study of a large org anization in Saudi Arabia. Data were collected from 136 CMCS users who have been using CMCS for an extended period of time. The results indi cate that users exhibit high level of use of the CMCS. Generally, user s view the CMCS as an important business communication medium, Almost one-third of the respondents notice a decrease in their use of other c ommunication media while the rest observe no change, Communication par tners were not limited to users' colleagues (same management level) bu t also included their superiors (higher management level). System-orie nted contextual attributes including proper training, informative docu mentation, awareness campaigns, and good maintenance have emerged as t he most important dimensions that may encourage or limit CMCS use. Als o, users emphasize the importance of features as confirmation of recei pts and message prioritization in CMCS. High levels of satisfaction an d productivity impact are reported, The results provide useful insight s into the management of CMCS organizations working in developing coun tries.