Overcoming the Help-Seeker's Dilemma: How Computer-Mediated Systems Encourage Employee Help-Seeking Initiation

    Authors

    D. J. Cleavenger;T. P. Munyon

    Comments

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    Abbreviated Journal Title

    Organ. Stud.

    Keywords

    anonymity; communication channel; computer-mediated communication; experiment; goal interdependence; help-seeking; norms; self-presentation; social influence; ORGANIZATIONAL CITIZENSHIP BEHAVIOR; TASK INTERDEPENDENCE; DECISION-MAKING; JOB-PERFORMANCE; WORK DESIGN; SELF-ESTEEM; COMMUNICATION; ANTECEDENTS; IMPACT; TEAMS; Management

    Abstract

    Helping processes are critical for organizations. Yet, research suggests that there are strong disincentives for employees to seek help from others. Drawing on self-presentation theory, this paper tested how computer-mediated communication may be used to stimulate a help-seeking response from workers. Subjects were placed in an induced-failure work scenario and provided with a computer-mediated channel with which to request help. By experimentally manipulating feedback, anonymity, and interdependence features of the work context, we then measured the length of time before subjects requested help. Eighty three percent of subjects initiated a request for help within the work period, and these help-seeking requests were made more quickly under strong helping norms, high goal interdependence, and high anonymity conditions rather than weak helping norms, low goal interdependence, and low anonymity conditions. The results provide new insights into the design of official communication channels intended to encourage employee help-seeking.

    Journal Title

    Organization Studies

    Volume

    36

    Issue/Number

    2

    Publication Date

    1-1-2015

    Document Type

    Article

    Language

    English

    First Page

    221

    Last Page

    240

    WOS Identifier

    WOS:000351230600004

    ISSN

    0170-8406

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