| While means of communication remain blended in organizations, e-mail has emerged as a highly influential driver of both business operations and employee relations. Based on a case study of a chief nursing officer and his 18 direct reports in a mid-sized health care system, this dissertation examines how and why e-mail influences perceptions of connection between a leader and his direct reports in a collocated work team. Using quantitative and qualitative methods, including surveys, interviews, and content analysis of e-mail streams, the study shows that e-mails, far from being simply a tool to get work done, are fundamentally a form of relationship. They create a vital sense of connection to the extent that they (a) enable task accomplishment in ways that allow people to gain an increased sense of autonomy and competence; (b) build community and belonging by helping people feel part of a larger purpose or mission; and (c) promote positive affect by honoring the principles and practices of respectful engagement. Building on these findings, the study argues that people in organizations can intentionally strengthen or weaken perceptions of connection by being mindful about how they use e-mail and how they interpret the e-mails they receive from others. These findings are explained and interpreted conceptually by drawing on leader member exchange theory, self-determination theory, and leading research on positive emotions and high-quality connections. The dissertation concludes with recommendations for practice and implications for future research. |
