Collaborer à l’ère du numérique : de l’email aux réseaux sociaux d’entreprise??
Mots-clés :
email , réseau social d’entreprise , collaboration , surcharge informationnelle , surcharge, stratégie de transformation digitale.Résumé
Alors qu’il était perçu comme un moyen de communication révolutionnaire dans les années 1990, l’email a progressivement montré ses limites… si bien qu’il est devenu une source de surcharge informationnelle. Afin d’adresser ce problème, de nombreuses organisations ont adopté des réseaux sociaux d’entreprise (RSE) comme moyens de communication alternatifs. De façon surprenante, peu de recherches se sont penchées jusqu’à aujourd’hui sur le processus d’articulation de ces deux technologies et sur l’influence de cette articulation sur les pratiques de travail et le problème de la surcharge informationnelle, à travers l’analyse d’éventuels effets de complémentarité ou de substitution. Dans cet article, nous développons une étude empirique qualitative des articulations entre emails, RSE, et autres outils collaboratifs, sur la base : 1) d’une étude exploratoire de trois entreprises de secteurs variés, 2) d’une auto-ethnographie reposant sur une observation participante dans une grande entreprise de télécommunication française, et 3) d’une validation auprès d’experts. Le diagramme causal qui en résulte, permettant de spécifier l’articulation des usages de l’email, des RSE et des outils collaboratifs spécialisés, suggère trois principales contributions. Premièrement, nous développons notre compréhension du problème de surcharge informationnelle, en précisant que ce dernier n’est pas intrinsèque à l’email, et se voit de plus en plus remplacé par le concept émergent de «?surcharge collaborative?». Deuxièmement, nous mettons en évidence que les RSE ne sont pas la panacée afin d’encourager de nouveaux comportements au sein de l’organisation. Troisièmement, nous mettons en exergue que les organisations ont moins besoin d’un outillage RSE que d’une stratégie de transformation digitale, mettant l’accent sur les besoins des collaborateurs, plutôt que sur la promesse des RSE de changer les cultures d’entreprises et pratiques.
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