Facebook@Work
The Use of Social Media for Work-related Exchange and Support
Monique Janneck
1
, Marcus Kluetmann
1
, Sophie Jent
1
and Henning Staar
2
1
Electrical Engineering and Computer Science, University of Applied Sciences, Luebeck, Germany
2
Business and Information Technology School, Iserlohn, Germany
Keywords: Social Media, Social Support, Work-related Exchange.
Abstract: Research on informal Social Networks such as Facebook has so far mainly focused on participants’ private
exchange, addressing topics like self-disclosure, self-presentation, privacy issues and so on. However,
informal Social Networks, despite their more private nature, might also be used for work-related exchange
and private support for workplace challenges and problems. In this paper we investigate to what extent
informal Social Networks are used for work-related exchange and whether this is related to forms of social
support the participants experience. To that end an online survey was conducted among users of Facebook.
Results show that while work-related Facebook use is generally low, there is some potential to use Social
Networks as a vehicle to build a strong support network for seeking of valuable information and advice to
cope with possible work-related challenges, especially as participants showed a high willingness to extend
help and support to other users.
1 INTRODUCTION
Social Networks are used by an increasing number
of people worldwide for social exchange. Business
networks such as LinkedIn aim at professional use,
e.g. for job search and networking. Social networks
such as Facebook mostly have an informal character.
However, many people have personal as well as
work-related contacts (e.g. colleagues, supervisors,
customers) in their “friends” lists and might also
discuss work-related issues here. Especially
freelancers do not only use specific business
networks but also more informal networks for
advertisement and customer relations.
In this paper we investigate to what extent and
for what purposes informal Social Networks are
used for work-related exchange. We explore how
participants benefit from work-related exchange in
Social Networks, what they hope to gain from this
kind of exchange and what obstacles might exist
regarding the use of Facebook and similar networks
for work-related purposes. A special focus is placed
on the question whether participants actually receive
social support in work-related situations from their
Social Network contacts, e.g. by receiving advice,
encouragement or direct help in difficult situations.
The paper is structured as follows: In the next
paragraphs related work is explored, especially
regarding the use of Social Media and the role of
social support for mastering work-related
challenges.
In the subsequent sections the research questions
and methods are introduced. The results of an
analysis of Facebook profiles and an online survey
among Facebook users are presented. In the
concluding section, the results and their implications
for research and practice are discussed.
2 RELATED WORK
2.1 Social Media at the Workplace
Social Networks provide opportunities to build and
maintain relationships online. Users upload and
share postings, pictures, videos, music etc. and use
online forums and chats.
With more than 1.3 billion users worldwide,
Facebook is still the largest and most influential
Social network. More than 800 million users are
claimed to be online every day, who spend an
average 40 minutes on Facebook. Google+, a Social
Network initiated by Google Inc., can be regarded as
the second largest and also the fastest growing
655
Janneck M., Kluetmann M., Jent S. and Staar H..
Facebook@Work - The Use of Social Media for Work-related Exchange and Support.
DOI: 10.5220/0005526206550661
In Proceedings of the 11th International Conference on Web Information Systems and Technologies (STDIS-2015), pages 655-661
ISBN: 978-989-758-106-9
Copyright
c
2015 SCITEPRESS (Science and Technology Publications, Lda.)
Social Network worldwide with about 1.1 billion
users. However, members are less active on
Google+: Only about one third are active members,
the average time spent online is 12 minutes per
month.
The largest business-related online network is
LinkedIn, with about 330 million members
worldwide. About 40% of its members log on every
day. XING is a smaller, European-based business
network with growing international membership of
about 14 million worldwide.
While networks like Facebook and Google+ have
a more informal character and are mainly used for
private reasons, they still provide opportunities for
business. There is a growing field of research on
how companies use and benefit from Social Media
e.g. for customer relations, marketing (Kietzmann,
Hermkens, McCarthy & Silvestre, 2011; Pit &
Berthon, 2011) or, more recently, business-to-
business relationships (Jussila, Kärkkäinen &
Aramo-Immonen, 2013).
However, research on individual work-related
use of Social Media so far has mainly focused on
professional networks such as LinkedIn (Skeels &
Grudin, 2009).
Furthermore, the private use of Social Media at
the workplace – i.e. during working hours – has
received some attention. In this regard researchers
mostly focused on the time employees spend using
Social Media during work and the relation of Social
Media use and job performance (e.g. Leftheriotis &
Giannakos, 2014; Sadat, Nichols & Chen, 2014,
Landers & Callan, 2014).
The Work-related Social Media Questionnaire
(WSMQ) developed by Landers and Callan (2014)
measures beneficial and harmful behaviors in
workplace-related Social Media usage. The authors
identified eight dimensions of potentially beneficial
behavior (e.g. Information Gathering, Customer
Communication, Intra-office Communication,
Organizational Reputation Management, Social
Media as Technical Solution) as well as nine
dimensions of harmful behavior (e.g. Creating
Offensive Content, Time Theft, Diminishing
Personal Reputation, Inappropriate Relationships).
The surveys conducted by Landers and Callan
(2014) showed that beneficial behaviors were
unrelated to job performance while harmful
behaviors were negatively related to job
performance.
Another branch of research investigates the use
of Social Media to support communication and
collaboration among employees, e.g. in health care
(Solomon, Duce, Harrison & Boness, 2012) or
software engineering (Storey, Singer, Cleary,
Figueira Filho, Zagalsky, 2014). Other studies
focused on the role of Social Media to support
learning. Hrastinski and Aghaee (2012) found that
college students feel that their Social Media usage is
mostly unrelated to their studies. However, students
do use Social Networks such as Facebook to initiate
and keep up relationships with their fellow students.
Likewise, a study by Madge et al. (2009) showed
that Facebook is important for students to find new
friends at the university as well as keep in touch
with friends and family at home. The authors thus
call Facebook “part of the ‘social glue’ that helped
students settle into university life” (Madge et al.,
2009, p. 148).
Apart from these findings, the relation between
Social Media use and work-related social support
has received little attention so far. The role of social
support to cope with workplace challenges is
investigated in section 2.3.
2.2 Social Support
Social support has long been known to be a powerful
resource for buffering work-related strains and stress
(e.g. Hobfoll, 2001). Social support can be defined
as a “process of interaction in relationships which
improves coping, esteem, belonging, and
competence through actual or perceived exchanges
of physical or psychosocial resources” (Gottlieb,
2000, p. 28). According to Schaefer, Coyne and
Lazarus (1981) five types of social support can be
distinguished: Emotional support relates to an
individuals affective needs, such as caring and
understanding, esteem support aims at encouraging a
persons self esteem and self-confidence, while
network support means that an individual belongs to
a group of people willing to provide helpful
interactions. Information support is provided
directly by offering information to cope with a
situation, and tangible support relates to any kind of
physical assistance.
Work-related social support may be provided by
colleagues and superiors as well as by family
members, friends and other personal contacts.
Social support is not limited to face-to-face
interactions. For example, online support groups
possess great potential for providing social support
(e.g. Bambina, 2007). Many studies investigate the
effects of online support, especially in the field of
health care and health-related behaviors, such as
coping with illness (e.g. Weiss et al., 2013, Aziz,
Klein & Treur, 2011).
Several studies have specifically investigated the
WEBIST2015-11thInternationalConferenceonWebInformationSystemsandTechnologies
656
role of Social Networks for fostering and
maintaining social support. Oh, Ozkaya & LaRose
(2014) found that the number of friends in Social
Networks is positively associated with supportive
interactions and perceived social support. Also,
interestingly, Social Network contacts may provide
social support regardless of their actual real-life
relationship: In a study conducted by Rozzell et al.
(2014), relationally close and non-close individuals
provided equal social support online for the
respondent. Thus, also co-workers who are not
especially close to the respondent might provide
valuable social support in work-related matters.
Only few studies have specifically investigated
work-related social support through Social Media.
Prost, Cahour and Détienne (2010) examined
interaction structures within online forums. They
identified several manifestations of social support,
such as sharing experiences, giving opinions,
showing emotional support, or offering implicit or
direct advice. The form of social support shown
depends on the way the problem is presented to the
online community: So-called “drama discourses”
(Prost et al., 2010, p. 342) expressing emotions in a
very direct way received very rich and emphatic
responses, while reactions to more distanced
problem report were equally distanced and lacking
emotional responses.
Burke and Kraut (2013) investigated Facebook
use among people who recently lost their job. They
found that especially contacts who had strong ties
with the respondent were able to provide social
support and also help in finding a new job. However,
communicating with these “strong ties” also
increased the feeling of stress among the jobless,
possibly because they experienced a status loss due
to their unemployment. Thus, possible status gains
or losses might play an important role regarding
work-related social support.
3 RESEARCH QUESTIONS AND
METHODS
In our study we investigated how people use private,
non-business networks for work-related exchange
and how this is related to the amount of social
support they experience. In detail, the following
research questions were framed:
To what extent are non-business networks such
as Facebook deliberately used by individuals (not
companies) for work-related exchange?
What benefits are associated with such work-
related use?
What obstacles or problems are associated with
work-related use?
How is work-related use of Facebook associated
with the level of social support?
To investigate these research questions an online
survey was conducted among users of Facebook in
Germany. The questionnaire was distributed virally.
Facebook was selected because it is the most widely
used Social network and also most clearly viewed as
a private, non-business network. A total of N=51
persons participated in the survey (22% female, 78%
male). 49% of the participants were in the age group
of 35 to 44 years, 30% of participants were younger
and 21% older.
The survey was conducted as part of a larger
research project concerned with support measures
for people with flexible and self-designed working
conditions, such as freelancers and mobile workers
from a wide area of industrial sectors. Therefore a
large proportion of respondents fulfilled these
criteria: 63% were mobile workers who travelled at
least several times a month. 42% were totally free to
choose their working times as they wished, another
50% had flexible time programs. Only 8% had to
work at fixed hours. 50% work in their home office
frequently. 15% of respondents were freelancers.
Facebook usage was measured by means of a
self-constructed questionnaire. Social support was
measured with the scales Emotional Support (16
items), Practical Support (9 items) and Social
Integration (13 items) of the Social Support Scale
(F-SozU, Fydrich et al. 2007).
4 RESULTS
General Facebook Use
44% of participants use Facebook at least once a
day, another 36% several times a week. Regarding
private use, 37% spend less than 1 hour per week on
Facebook, 48% more than 1 but less than 7 hours per
week, 15% more.
Generally, Facebook is mainly used for private
reasons. 62% of respondents use Facebook for
private reasons only, 34% for private and business
reasons and 4% for business reasons only.
Regarding their general impression of Facebook,
respondents take a mildly positive view. On a Likert
scale ranging from 1 (totally disagree) to 5 (totally
agree), Facebook ease of use was rated an average
3.3 (SD=1.3). Respondents mainly valued the
possibility to spread information quickly via
Facebook (M=3.7, SD=1.5, with 46% of respondents
Facebook@Work-TheUseofSocialMediaforWork-relatedExchangeandSupport
657
saying that they “totally agree”) or Facebook
Groups, respectively (M=3.3, SD=1.5). Many
respondents feel insecure about how Facebook uses
their data (totally agree: 31%; M=3.0, SD=1.7).
Work-related Facebook Use
As noted above, Facebook is mainly used for private
reasons. This is also reflected in work-related usage
times: 81% use Facebook for an hour per week or
less, only 19% between 1 and 7 hours a week.
20% of respondents communicate with business
contacts via Facebook several times a month or
more often, another 8% do so occasionally. 72%
state that they never use Facebook for business
communication. Regarding communication with
customers, there is a similar picture: About 17%
communicate with customers via Facebook
regularly, 10% do so occasionally. 73% do not use
Facebook for communication with customers.
Table 1: Engagement in work-related Facebook activities.
I use
Facebook…
yes
plan
to
would
like to
don’t
like to
not at
all
to keep informed
about work-
related matters.
28% 0% 6% 18% 48%
for work-related
exchange of
experiences.
25% 2% 2% 15% 56%
for work-related
exchange of
information.
29% 2% 4% 12% 53%
to present
working results.
14% 2% 8% 6% 70%
to seek work-
related advice.
12% 2% 12% 6% 68%
for advertising. 26% 0% 2% 4% 68%
to inform
customers.
25% 0% 2% 8% 65%
to talk about my
work situation.
12% 2% 2% 14% 70%
chat functions for
work-related
issues.
12% 2% 0% 6% 80%
to help others in
work-related
matters.
29% 6% 8% 6% 51%
to improve my
working situation
with information
I get there.
24% 10% 10% 0% 56%
I am friends with
some of my
colleagues on FB.
66% 4% 6% 14% 10%
I am member of
at least one work-
related FB group.
27% 2% 14% 0% 57%
The respondents were asked whether they engaged
in certain work-related activities on Facebook or
would like to do so in the future. The results are
summarized in table 1.
As can be seen from table 1, the majority of
respondents do not presently engage in any of these
work-related activities on Facebook, nor do they
plan to do so in the future.
Nevertheless, there is some mixture of private
and work-related issue: Two thirds of respondents
are friends with colleagues at Facebook, another
10% plan to or would like to, respectively. Only
10% have no colleagues at all in their friends list,
14% dislike adding colleagues as friends.
The most widespread activities (about 25-30% of
respondents) are related to information gathering,
such as using Facebook to keep informed about
work-related matters, exchanging information or
keeping customers informed.
Table 2: Assessment of work-related Facebook activities.
Item M SD
% who
totally
disagree
I find it easy to detect work-
related groups on Facebook.
2.5 1.5 38%
I quickly receive an answer to
work-related questions on
Facebook.
2.2 1.1 42%
I believe my Facebook friends
to be competent regarding
work-related issues.
2.3 1.4 44%
Answers to work-related
questions on Facebook are
satisfactory.
2.3 1.3 44%
I know my work-related
Facebook friends well enough
to assess their comments.
2.7 1.5 33%
I expect work-related
advantages from my Facebook
use.
2.1 1.4 57%
Support I received via
Facebook has helped me with
work-related issues.
2.0 1.2 57%
The time I spend on Facebook
regarding work-related
activities is worthwhile.
2.2 1.3 50%
Facebook friends help me with
work-related problems.
1.9 1.2 57%
My work-related Facebook
activities have been successful.
1.9 1.2 59%
I keep monitoring Facebook
activities of other people who
work in similar field like I do.
2.5 1.7 51%
Furthermore, it is interesting to see that
respondents do support others (or would be willing
WEBIST2015-11thInternationalConferenceonWebInformationSystemsandTechnologies
658
to do so) in work-related matters on Facebook, but
only very few persons talk about their own work
situation or seek work-related advice themselves.
The limited work-related usage is also reflected
in the assessment of work-related Facebook
activities. Most work-related Facebook activities are
rated negatively, with a large proportion of
respondents saying that they “totally disagree” (see
table 2).
Persons who use Facebook for work-related
matters do so rather globally, engaging in a wide
range of activities. This is shown by high
intercorrelations of Facebook-related items
(Spearman’s Rho, ρ=.35 to .86, p<0.01). Likewise,
more frequent Facebook use is positively correlated
with a wide range of work-related Facebook
activities (Spearman’s Rho, ρ.=30 to .75, p<0.05).
There are no notable differences between men and
women or different age groups, respectively. Also,
persons with high and low levels of home office and
teleworking did not differ regarding their Facebook
use.
Facebook Use and Social Support
Overall, respondents report a high level of social
support (table 3). There are high intercorrelations
between the three social support scales (Spearman’s
Rho, .58 to .70, p<0.01).
Table 3: Social Support measures.
Scale M SD
Practical Support 4.2 0.6
Emotional Support 4.5 .05
Social Integration 3.9 0.6
Note: 5-point Likert scale with 5 indicating the highest level
There are no significant correlations between
social support and Facebook usage and activities.
Likewise, neither men and women nor persons from
different age groups, respectively, show significant
differences regarding social support levels.
5 CONCLUSIONS
In this study we investigated the use of non-business
networks such as Facebook for work-related
exchange and its relation to social support my means
of an online survey.
Results show that while Facebook is increasingly
popular among companies for advertisement and
customer relations (Chan, 2011; Maurer &
Wiegmann, 2011), employees still regard Facebook
as a ‘private’ network. Even though most
respondents have colleagues as Facebook ‘friends’,
the majority does not deliberately engage in work-
related activities, such as sharing work-related
experiences, talking about their work situation or
seeking support for work-related matters, and also
assess these kinds of activities negatively. This
might, after all, be good news for companies:
Despite anecdotic reports of employees posting
confidential business information or ranting and
raving at their colleagues and bosses online, most
people seem to be rather reluctant to share work-
related issues online.
The biggest benefits seem to be associated with
gathering and exchanging work-related information
on Facebook. Information-related activities are most
widely used among our respondents. Also, joining
existing work-related Facebook groups seems to be a
rather promising activity.
On the other hand, people seem to be careful and
reluctant when it comes to disclosing personal
information and especially problems they might
have at work. While many respondents are willing to
help others on Facebook, they are reluctant to talk
about their own work situations and seek advice.
One explanation might be that people strive for a
positive self-presentation via Social Media (Kim &
Lee, 2011; Oh, Ozkaya & LaRose, 2014) and thus
generally restrain themselves from posting
information that might shed a negative light on
them. This might be especially true regarding career
matters, when your colleagues – or possibly
competitors – are only a few clicks away.
Furthermore, privacy-related concerns might
play a role regarding the negative assessment of
Facebook activities: People who feel uncomfortable
with Facebook’s privacy policy might prefer
‘passive’ modes of usage, like reading other’s posts
to keep in touch but not posting too much
information to protect one’s own privacy.
Another explanation comes from Boundary
theory (e.g. Clark, 2000). Following this theoretical
approach, individuals prefer to separate work and
home by creating and maintaining some sort of
psychological, physical, or behavioral impermeable
boundaries around their life domains (Park, Jex &
Fritz, 2011). Accordingly, an employee’s preference
for work-home segmentation follows a “don't mix
business and pleasure”-perspective in order to
recover from work-related stress and to achieve a
state of psychological detachment (Sonnentag &
Kruel, 2006). For example, a study conducted by
Park and colleagues (2011) indicated that a
preference for segmentation was not only positively
associated with psychological detachment from
Facebook@Work-TheUseofSocialMediaforWork-relatedExchangeandSupport
659
work. Moreover, the study’s results suggest that
technology use at home for work-related matters was
negatively related to psychological detachment from
work during non-working time. These findings could
explain why engagement in work-related Facebook
activities was rather low in our study.
In our study we found no relation between
Facebook use and the reported level of social
support. However, respondents generally
experienced very high levels of social support, so
variance in the data was low. More heterogeneous
samples might reveal more insights how social
support is affected by online communication.
Overall, about 20-30% of respondents use
Facebook for a wide range of work-related issues.
Another 5-15% would like to do so in the future.
Judging from this, there is some potential to use
Social Networks like Facebook as a vehicle to build
oneself a strong support network for seeking all
kinds of valuable information and advice to cope
with possible work-related challenges. This applies
especially to persons who already use Facebook
heavily and extensively. Furthermore, almost one
third of the respondents in our study stated that they
help other Facebook users with work-related issues.
This supporting behavior, which might function as a
compensatory strategy, should be further
investigated, especially in view of possible positive
outcomes like higher general self-efficacy or even
psychological empowerment (Wang & Lee, 2009).
In our research project we will draw on these
results to explore further what strategies and actions
might be helpful to build such a network. For
example, people might be encouraged to ask for
support among their Social Network contacts when
they are in need of help, as the willingness to help
others seems to be quite high.
Our study has several shortcomings. First of all,
the sample size is small. We found it surprisingly
difficult to motivate people to participate in the
online survey. A possible explanation might be that
since work-related Facebook use is obviously low,
many people felt that the survey was not relevant for
them. Due to the small sample size, also a number of
more detailed analyses (e.g. regarding different
businesses and industry sectors or employees vs.
freelancers) were not possible. Furthermore, to keep
the survey reasonably small, other important
variables regarding job conditions and satisfaction
were not included. Thirdly, we focused on Facebook
in this first step, while other networks like Google+
were not included.
We are currently preparing a larger online panel
to address these issues. This will also allow us to
include people from a wider range of different
professions and working conditions and compare
them regarding their work-related use of Social
Media.
ACKNOWLEDGEMENTS
Part of this research was funded by the German
Federal Ministry of Education and Research under
grant no. 01FK13029.
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