Understanding the utilization of digital communication applications among employees of Selangor local authorities during the Covid-19 pandemic and endemic phase / Mohamad Razali

Ramdzan @ Raaban, Mohamad Razali Ramdzan @ Raaban (2024) Understanding the utilization of digital communication applications among employees of Selangor local authorities during the Covid-19 pandemic and endemic phase / Mohamad Razali. PhD thesis, Universiti Teknologi MARA (UiTM).

Abstract

This qualitative study focuses on the use of digital communication application utilization among Selangor Local Authority’s employees during the COVID-19 pandemic and endemic phase. The challenges arose in ensuring effective communication channels and overcoming potential barriers like technological disparities, varying digital literacy, and the need for secure and efficient platforms. In order to gain insights into the core focus of this analysis, five (5) research objectives were addressed: (1) To understand the importance of digital communication applications for employees during the COVID-19 pandemic, (2) To ascertain the assistance of digital communication applications to employees at Selangor Local Authorities in their daily tasks during the COVID-19 pandemic (3) To explore the utilization of digital communication applications by Selangor Local Authority employees during the COVID-19 pandemic (4) To explore the utilization of digital communication applications by Selangor Local Authority employees during the endemic, and (5) To discover the extent to which digital communication applications can replace conventional methods at Selangor Local Authority during the COVID-19 pandemic and endemic phase. This study was guided with the Social Present Theory (SPT) and Media Richness Theory (MRT). Meaningful findings were obtained through in-depth interviews with ten (10) informants who worked at the MBSJ, MPKj and MDSB and lived nearby selected Selangor local authority. Data analyses were conducted with data gathering and using the qualitative data software, NVivo 12 to analysis the coding. The thematic analysis was used to analyse the data. Overall, the findings revealed significant themes in every research questions. The results demonstrated that to meet the challenges posed by the pandemic, local authority employees must take the initiative to learn about digital communication. Employeremployee communication faces new difficulties due to relying solely on digital communication. It might be difficult for some workers accustomed to verbal or face-toface interactions to transition to a work environment emphasising digital communication. Employees need to be tech-savvy, adept at using digital tools and determined to use technology responsibly for communication to be successful. The study also demonstrates that local authorities frequently use social media platforms like WhatsApp and Telegram for online communication. WhatsApp and Telegram are more prevalent use than other applications because the applications can be quickly accessed if a task needs to be completed immediately. For those who require a quick response, most work-related matters are handled through Telegram and WhatsApp. Therefore, a typical application used by most employees will encourage more discussions when necessary and boost the effectiveness of employee communication.

Metadata

Item Type: Thesis (PhD)
Creators:
Creators
Email / ID Num.
Ramdzan @ Raaban, Mohamad Razali Ramdzan @ Raaban
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Ibnu, Ireena Nasiha
UNSPECIFIED
Subjects: T Technology > T Technology (General)
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Communication and Media Studies
Programme: Doctor of Philosophy (Communication and Media Studies)
Keywords: Digital communication, employees of Selangor, Covid-19 pandemic
Date: 2024
URI: https://ir.uitm.edu.my/id/eprint/108256
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