Social Mediums in the Workplace 1

A Study of the Ability to Use Social Mediums in the Workplace

Table of Contents Introduction4 Problem Statement..4

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Research Objectives4 Background.5 Importance and Benefits of Study..7 Scope of Study8 Review of Related Research Studies..11 Job Performance..11 Increase/decrease in production..12 Rating of use of Social Media.13 Block or not Block access13 Summary......14 Research Methodology16 Research Design.. 16 Data Collection Methodology..17 Data Analysis Methodology.18 Limitations of the Study.. 19 Analysis and Findings.. 19 Conclusions.. 20 Summary.. 20 Primary Conclusion. 22 Recommendations22 References..24 Appendixes.27 A. Survey Instrument. 27

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B. Time Table. 29 C. Dummy Data.. 30 1. Table 1. 30 2. Table 2.30 3. Graph 1 31 D. Sample Size Calculations.31

A Study of the Ability to Use Social Mediums in the Workplace Introduction Problem Statement

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1 There is several indicators that social mediums affect the workplace: job performance, customer complaints, negative result in the use, and blocking or not blocking access. It is very important that each of these indicators is addressed. There have been eight to nine customer complaints, verbal and written, every month within the last six months. 2 Social Mediums have become very important in this day and time. The Manager of the Travis County District Clerks Office has noticed a decrease in job performance from the statistical reports on each individual employee as well as the customer complaints. The manager of the Clerks Office has also noticed from the statistical reports that the wait time for each customer has increased within the last six months. Research Objective 3 The objective of the research was to determine if the employees of the Travis County District Clerks Office believed that social mediums should be or should not be used in the work place for personal use. 4 In order to determine this factor, the research question that was asked was: do employees at the Travis County District Clerks Office believe that the ability to use social mediums in the workplace would decrease job performance, increase customer complaints, negative result in the use, and to block or not block the access? It was hypothesized that the ability to use social mediums in the workplace decreased job performance. Background 5 Despite the widespread use of social-networking Web sites by both employers and employees, recent polls suggest that employers are not adequately addressing the business implications of using social networking Web sites (Klein, 2010). Most companies do not have a

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policy in place regarding social mediums which can put the company at risk. There needs to be a clear cut policy to protect the legality of the employer and of the employee. With social mediums being allowed in the workplace there needs to be procedures in place regarding access and which sites are able to be accessed. This would allow management to monitor and determine if performance and production are at risk. Since statistical reports can be run on each individual employees and from the eight to nine customer complaints per month, it can be determined which employees have fallen short on job performance and customer satisfaction. With MBWO (management by walking around), it has been determined that those individual employees, (four), have been using social mediums, namely Facebook, during work hours and not up to par on job performance and customer satisfaction.

6 The Travis County Courthouse has been in existence since 1855. The Travis County District Clerk is the office of the record for all proceedings heard in district courts. This includes most personal injury lawsuits, disputes involving over $100,000 in value, family law, tax collection cases, and appeals from nearly all state administrative agencies.

Records of felony and some misdemeanor cases are kept by the District Clerk. Deputies of the clerk carry out the decision of the courts by issuing writs, abstracts of judgments, preparation of warrants, or commitment documents in criminal matters.

Amalia Rodriguez-Mendoza has served as the District Clerk for Travis County 1991 ("Travis county archives.," 2012). The Clerks Office consists of two sections: family and civil. The family law section consists of 25 employees and the civil section consists of 15 employees, each section including a supervisor, one manager over both sections, assistant clerk, and the actual Clerk of Court. Ms. Rodriguez-Mendoza is very active in the community and is constantly

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looking for ways to educate customers and boost employee morale. It is important for her to know if the employees of the Travis County District Clerks Office believe that the ability to use social mediums in the workplace would decrease job performance.

7 There are two variables that would be influenced by the use of social mediums in the workplace. The first would be job performance. The amount of Internet browsing a person does during the day, including visiting social media sites, is significantly and positively related to such upbeat mental states as excited, interested, alert, and active, and inversely related to such negative mental states as distressed, fearful, hostile, and jittery (Dyer, 2011). The second would be the use of social media as effects of using social mediums in the workplace and rate the use of social mediums. Social media has many benefits to business, especially the evident advancements in collaboration and communication. As social media technology continues to change and grow in popularity, companies will need to consider strategies to leverage its use in the workplace. (Paino, 2011); how the employee would rate the use of social mediums. The iPass study of mobile workers at over 1,100 enterprises worldwide reveals the social media trend for business use continues to increase, with around 70% of mobile workers accessing social media sites during their workday. Over 35% reported using social media sites during their breaks in the day while over 30% said they use it throughout the workday.

The steady rise in social media use comes as no surprise as it provides a way to create and grow connections with customers and prospects, as well as gathering information on competitors and products in specific markets. (cbronline.com). Until social networks evolve to address the specific security needs of businesses, their usage should be restricted in the workplace (Fanzilli, 2012). The effects of not blocking social mediums: it increases productivity, banning social

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media does not work, you cannot use it when it suits you, and show me the trust (Gaskell, 2011). Some employees adhere to company policy where others do not; they want to test the limits. This can lead to a hostile work environment. This survey allowed the Clerk of Court to determine if social mediums would benefit the Clerks Office.

Importance and Benefits of Study 8 The research question was: do employees at the Travis County District Clerks Office believe that the result of the ability to use social mediums in the workplace should or should not be used in the workplace? It was important because understanding the employees role in using social mediums in the workplace could positively or negatively affect employee productivity of the services and environment that the Clerks Office offers.

9 It seemed as though that some of the results revealed in this study would boost employee morale. Some of the employees did not ascertain the survey and did not feel that the survey was worth their time and effort. This study benefitted the Clerk of the Court by showing her that using social mediums in the workplace decreased job performance and increase customer complaints for several employees.

10 The results of this survey revealed the negative use of social mediums in the workplace. This allowed the Clerk of the Court to determine if social mediums should be allowed in the workplace to conduct further business. This also allowed what issues to address with the employees.

Scope of the Study

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11 There were two variables examined in this study. The first was job performance and the second was the use of social media. There were two sub variables: under job performance, there were customer complaints and under use of social media, there was blocking access. These four independent variables influence the dependent variable of the actual ability to use the social mediums in the workplace.

Observation and reports was the key to this study. Job performance has decreased with the ability to use social media in the workplace. It has to be determined whether the Clerks Office should block the access to certain websites in order to raise job performance and decrease customer complaints.

One important variable that was not addressed during this study was the actual role of using social mediums. The Clerks Office has not determined what role that it plays versus the affects of using social mediums in the workplace. There is a possibility of using social mediums to help the company but it is most likely used for personal enjoyment.

12 The conceptual definition of the independent variable of the actual ability to use social mediums would be individuals that share similar interests and activities connecting via the Internet, such as e-mail, instant messaging, twitter, and skype (video calls). As more of social life becomes embedded in online systems, the concept of social role becomes increasingly valuable as a tool for simplifying patterns of action, recognizing distinct user types, and cultivating and managing communities (Mendeley, 2009).

The independent variable, the positive and/or negative result in the use of social mediums, is defined as a tool of communication between management and employees to ensure

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that employees are productive but not overworked. Another possible use is as a marketing tool; negative result, perceived loss in staff productivity, data leakage from staff gossiping freely in an open environment, damage to a companys reputation, scams practiced by cyber crooks, and the open access to company information because of outdated passwords (Baker, 2010). Observation and individual reports have determined that the use of social mediums in the workplace have caused a decrease in performance and increase in customer complaints. To determine the operational definition, employees were asked: would the use of social mediums in the workplace have a positive or negative result?

The independent variable, to block or not block access to social media websites, is defined as that IT can choose to block social media sites, but its a futile effort. If employees see opportunities to use social media sites/tools to help them save time and execute better, they will find a way to use them for business purposes. Then the company ends up with a bigger problem: a lack of visibility and control on how these tools are being used (Gonzalez, 2011). To combat the lack of job performance and customer complaints, the IT department should block access to certain social media websites. To determine the operational definition, employees were asked: would blocking or not blocking social mediums in the workplace have a positive or negative result? The dependent variable, job performance, is defined as the ability to perform effectively in your job, requires that you have and understand a complete and up-to-date job description for your position, and that you understand the job performance requirements and standards that you are expected to meet. Your supervisor should review your job description and performance requirements with you. Job performance has decreased since the access of social media is

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allowed. To determine the operational definition, employees were asked the question: would the use of social mediums in the workplace decrease job performance? The dependent variable, increase in customer complaints, is defined as an expression of dissatisfaction with a product or service, either orally or in writing, from an internal or external customer. How a customer complaint is handled will affect the overall level of custom satisfaction and may affect long-term customer loyalty. To determine the operational definition, employees were asked: would the use of social mediums in the workplace increase customer complaints? 13 The results to which this study applies is to the forty employees of the Travis County District Clerks Office in the family law and civil section. 14 The time period of the study was November 1, 2011 through November 30, 2011. 15 The research data was was collected through a questionnaire survey which assessed the ability to use social mediums in the workplace. 16 The geographical area to which the study applies is Austin, Texas. 17 The population examined in this study was the 40 employees that are the combination of the family law and civil section of the Travis County District Clerks Office. The population was comprised of male and female employees across a wide range of ages, educational levels, household income levels, and marital status. 18 The population surveyed was the 40 employees seen during the study time frame.

19, 20, 21 Review of Related Research Studies Job Performance A study titled Facebook Profiles Accurately Predict Job Performance [STUDY], February 21, 2012, from Northern Illinois University, recruited four Facebook-savvy human resources professionals and students to evaluate the Facebook profiles of 56 users. Six months

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later, the researchers compared the evaluations of the 56 users work supervisors and found a strong correlation for traits including intellectual curiosity, agreeability and conscientiousness. The evaluations are, of course, subjective, but job seekers shouldnt necessarily worry that they need to clean up their Facebook profile (Wasserman, 2012).

For instance, Don Kluemper, one of the authors of the study, says that contrary to popular belief, a picture of you partying wont necessarily hurt your chances of getting hired. I dont think a picture of someone holding a beer adversely affected them, but [a picture of you] being drunk in a ditch somewhere might be a negative, he says. Not surprisingly, pictures and references to traveling signaled openness to new experiences and adventurousness, while the number of friends you have indicates extroversion (Wasserman, 2012). Despite the studies, Kluemper says that companies shouldnt use Facebook to screen applicants, although, of course, many already do. Kluemper says there hasnt been enough research yet to show a definitive connection between Facebook profiles and job performance. This offers a shred of validation, Kluemper says of his research. But there are thousands of studies that show personality tests predict performance. More studies [on Facebook as an indicator of job performance] need to be done. (Wasserman, 2012).

Customer Complaints A study titled Service Skills in the Workplace discusses customer service. The key to service quality exists in the customers perception of value. No matter what skills, competencies, interaction guidelines, or services a company offers, everything must be directed toward meeting or exceeding the customers expectations for service. However, individual customers have

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unique needs, and the needs of the same customer vary from interaction to interaction. The system or approach for meeting customer needs must be flexible and universal enough to address a multitude of customer needs and styles. The ability to treat each customer individually will develop the relationship required to create customer loyalty, which is so critical to business success (Bernthal and Davis).

First, it is difficult to assume responsibility and take action without having sufficient job knowledge. Job Knowledge was rated among the five most important and proficient service provider competency areas. Second, provider degree of empowerment on the job was significantly correlated to job satisfaction. Empowerment (part of the service culture) predicts employee satisfaction/loyalty (part of the Service Success Loop). In turn, employee satisfaction/loyalty predicts customers level of satisfaction (Bernthal and Davis).

The last major finding in this study illustrates the importance of follow-through. Following through on promises and commitments appeared as a "top five" competency and as a key service encounter behavior. It also appeared in the top five customer satisfaction reducers when worded negatively (i.e., failing to follow through) (Bernthal and Davis).

Negative Result in the Use of Social Media A study titled Study: Social Media & Workplace? Are policies a must? looked at social media in the workplace. The question is Are Social Media guidelines necessary or are employment contract not offering enough guidelines for the use of Social Media at work, too?

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For companies it is a challenge to manage employees use of Social Media. A new study by DLA Piper now found that one third of employers have disciplined employees for something posted on a Social Media site. It also states that 21% of employers have given warnings for posting something derogatory about a colleague or the business. Some key findings of the study illustrate some negative development where many of us might think, people should be clever enough to understand the meaning and reach of their words on the Social Web (Meyer-Gossner, 2011). Whatever people do, they might use Social Media wrong in the eyes of employers at the workplace. Thus, companies will need to have Social Media policies in the future and employees need to find a way to deal with them (Meyer-Gossner, 2011).

Blocking or not Blocking Access

A study titled Social Media in the Workplace looked at blocking employee access. A recent report from Clearswift, and IT security firm, found that 19% of companies are blocking employee access to social media sites at work, up 10% from last year. (Dyer, 2011). Businesses havent had to tackle this issue until the last few years, so there arent any historical precedents for guiding employees about social media etiquette. Many companies either dont have a policy about how workers should handle their online interactions while theyre at the office or, if they do have one, its so dense and convoluted that its impossible to plow through. When the emphasis is on whats allowed rather than whats forbidden, social media mischief decreases dramatically (Dyer, 2011). Summary

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22 Job performance, customer complaints, negative result in the use, and blocking or not blocking access make a determination that social mediums should not be used in the workplace. Based on the study results, it is clear that there is no precedence. Although employers are aware of the increasing number of employees that frequent social mediums in the workplace, they are trying to ascertain what can be done about this potential problem; there hasnt been enough research yet to show a definitive connection between Facebook profiles and job performance. The study by Wasserman (2012) showed a strong correlation for traits including intellectual curiosity, agreeability and conscientiousness. The evaluations are, of course, subjective, but job seekers shouldnt necessarily worry that they need to clean up their Facebook profile. Despite the studies, Kluemper says that companies shouldnt use Facebook to screen applicants, although, of course, many already do. The study by Bernthal and Davis showed the highest importance for customer service skills and competencies: work standards, follow-up, integrity, job knowledge, and communication. Every provider needs to make sure the customer is satisfied, meet the customers needs, and follow-through. Many customers wont allow dissatisfaction before going to another organization. It is the employees response that could turn the customer into a satisfied customer. Customers want to know that they are being listened to and that someone, employee, is taking the time to understand the problem or situation. This research and other studies have demonstrated the importance of supporting service providers and promoting their satisfaction and loyalty. They can and will make a difference in building customer satisfaction and loyalty. Whether this difference is positive or negative depends on an organizations ability and willingness to manage, develop, and motivate those who serve their customers.

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The study by Meyer-Gossner (2011) showed that there has been a question whether to allow access to social media in the workplace and that did it affect productivity and policies. Some use of Social Media was too often and some inappropriate; 31%of employers have taken disciplinary proceedings because of information an employee has displayed on a social media site about the organization 30% of employers have taken disciplinary proceedings because of the level of usage of social media sites while at work - 25% of employers have taken disciplinary proceedings because of information an employee has displayed on a social media site about their activities at work - 21% of employers have taken disciplinary proceedings because of information an employee has displayed on a social media site about another employee. Companies will need to have Social Media policies in the future. The study by Dyer (2011) revealed that 19% of companies are blocking employee access to social media sites at work, up 10% from last year. Companies are urged to "strike a middle ground between work and cyberloafing... allow[ing] for personal Web usage as long as it is in line with business objectives. In light of this study, an acceptable Internet use policy would allow for periodic Web browsing while limiting the access to personal e-mails." Most employees view blocking access as employers showing mistrust in them and which causes them to do this even more. Employees that visit social media sites show restorative function and improved job performance.

Research Design 23 In order to determine if social mediums in the workplace decreased job performance at the Travis County District Clerks Office, a descriptive study was conducted on four factors.

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The factors were job performance, customer complaints, the use of social media, and blocking or not blocking access. A survey was given to forty employees and asked their viewpoint on the four independent variables concerning this topic. A Likert scale was to used to measure the importance that the employees placed on each of the four independent variables. 24 This study was conducted over a one month period in July/August 2011. After the initial problem was defined, a survey was given to the forty employees. This was an anonymous survey to put employees at ease when answering the questions. The remaining time was spent analyzing the data and drawing conclusions. Appendix B gives the entire timeline for the study. 25 A Likert scale was used to allow employees to express their personal opinions regarding the four variables. It was necessary that the most important of the four independent variables was discovered, so that the District Clerks Office can increase job performance, decrease customer complaints, put a policy in place, and make a more friendly work environment. Sampling Design 26 The specific population that was examined was the forty (40) employees of the Travis County District Clerks Office in the time period from July to August 2011. These two months are one of the highest in filings for the year. 27 A sample of the same forty employees were chosen to complete the survey. These employees are in close proximity to each other and interact with each other on a daily basis. 28 The employees vary in age, education levels, incomes, and ethnicity. This sample size would eliminate bias and allow each person an equal chance to be representative of the population. The sample size of 40 represents a 95% confidence level with a confidence interval of 5. (This would allow for individuals that were

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scheduled off the particular day of the test or that called in sick). See Appendix D for calculations of sample size. Data Collection Methodology 29 The instrument used for the survey was a Likert scale because it is easily understood by all educational levels and provided an accurate representation of employee viewpoints regarding the independent variables. The design of the survey was modeled on other surveys that utilized a Likert scale. The employees were asked to rate the four independent variables of job performance, customer complaint, negative result in the use of social media, and blocking or not blocking access on levels of importance. The answer choices were: very important, fairly important, neutral, not very important and not important at all. 30 See Appendix A for a copy of the survey. 31 The survey was administered at the Travis County District Clerks Office by informing each employee that they were part of the study. The employees were asked to complete the survey before the end of the work day on that particular day. 32 Informed consent was obtained from employees through a statement at the top of the survey that addressed the purpose of the survey and asked for their participation. 33 Additionally, this section noted that all responses would be kept anonymous and confidential. 34 The survey was pre-tested before given to the employees. The four managers of the Travis County District Clerks Office were asked to complete the survey and offer any ideas for improvement. They were asked if the four independent variables in the study were applicable and if this would improve job performance and decrease customer complaints. There were no changes suggested.

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35 The data was collected through a self administered paper survey, which was received back from each employee by the end of the work day. Over a period of three days the results of the survey were entered in an Excel table. 36 Non-responses were handled in two ways. First, the researcher looked over the completed survey before the employee left for the day to ensure that all questions were answered. Second, if the employee refused to participate in the study, they would need to write a letter explaining why they did not want to participate. 37 The data was verified as soon as the survey was returned to the researcher before the employees left the building for the day. If any questions were skipped, the researcher would announce to all employees to answer all questions. This would keep the anonymity. Data entry was added to the table each evening. Data Analysis Methodology 38 Prior to administering the survey, a table was formulated in Excel. Each evening, the results of that days survey was entered into the spreadsheet. The frequency table calculated the responses to each question, broken down by response category. Another table was formulated to show the mode of each question and the percentage of employees that had chosen that answer. 39 See Appendix C for the data tables. 40 The research question of this study was: if the employees of the Travis County District Clerks Office believed that social mediums should be or should not be used in the work place for personal use? (Primarily due to decrease in job performance and increase in customer complaints). The frequency of each answer from the survey was noted in the Excel table. The modes for each question were also placed in a table, and the percent of total responses noted.

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After all results were entered into the tables, it was evident which factor the employees viewed as contributing most to using social media in the workplace. Limitations of the Study 41 The study encountered a few limitations. First, the study examined four independent variables that are considered in using social mediums in the workplace. However, it could be argued that there are other variables that also contribute. It is possible that one or more of these alternate variables is more important to an employee(s) that the ones offered. It is possible that a survey that asked open ended questions could have produced better responses. 42 Management should be aware that these limitations could influence the outcomes of the study in determining if using social mediums affect job performance and customer complaints. Analysis and Findings 43 The research question for this study was: if the employees of the Travis County District Clerks Office believed that social mediums should be or should not be used in the work place for personal use? (Primarily due to decrease in job performance and increase in customer complaints). It was hypothesized that using social mediums in the workplace for personal use decreased job performance. See Appendix C for the survey results tables. An analysis of the results of the survey showed that in response to the first question concerning job performance, 50% of the employees viewed this to be fairly important to using social media. The employees recognize the importance of this but do not hold it as the highest element.

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In response to the second question of the survey regarding an increase in customer complaints, 63% of the employees felt that this was very important, which confirms part of the hypothesis. Five employees viewed this is not very important, but all employees agreed that it affected the Clerks Office is some way. In response to the third question of the survey regarding the negative use of social media, 78% of the employees felt that this was fairly important. One employee felt that is not important at all. This represents a large number of employees and will need to be addressed by management. Employees that post comments about their jobs or other individuals that work there could reflect badly upon the Clerks Office. The final question of the survey regarding blocking or not blocking access to social mediums showed that 55% of employees felt that was not very important. This presents a mixed finding. If employees viewed that using social mediums in the workplace results in an increase of customer complaints and affects job performance, then they should want to block the access. Management needs to take a closer look at this result. It could be determine that the employees did not understand the question. The results found that the employees viewed using social media in the workplace did increase customer complaints with a decrease in job performance in a close second. The results offer an insight into what employees view as important when it comes to using social media and what management should do in terms of correcting this issue. Summary 44 This study was performed by the Travis County District Clerks Office to help determine if social mediums should be used in the workplace for personal use. There were four

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variables considered: job performance, customer complaints, negative use of, and blocking or not blocking access. One important factor that was not addressed by this study is those employees that actually use social media; which employees actually have a Facebook or Twitter account. This is not something that could be easily addressed by this study and is not under the control of management or policies and procedures. The viewpoint of the employees played an important role in determining if social media should be used in the workplace for personal use. The results stressed the importance on the two main goals: decrease in job performance and an increase in customer complaints. This study was conducted over a two month period in which 40 employees were surveyed. All forty employees were surveyed but the sample had a confidence level of 95% and a confidence interval of 5; these levels were used due to employees that called in sick or were on leave on the day of the survey. The employees were asked to complete a survey utilizing a Likert scale to measure the importance placed on each of the independent variables. Several research studies were reviewed in connection with this study. Each study revealed the pros and cons of using social mediums in the workplace. The more emphasis management put on that social mediums were not practiced in the workplace, the more the employees wanted to engage in using them. Employees felt that if management were limiting their resources and monitoring their usage, the more they were apt to buck the system. Employees felt that management did not trust them which could cause a hostile work environment. Lack of respect and communication between employees and management could disrupt work flow, dissatisfy customers, and produce a hostile work environment.

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Primary conclusion 45 The research question asked was: if the employees of the Travis County District Clerks Office believed that social mediums should be or should not be used in the work place for personal use? (Primarily due to decrease in job performance and increase in customer complaints). It was hypothesized that a decrease in job performance and an increase in customer complaints was the cause of using social media in the workplace. The study answered the research question in part. The survey revealed that 63% of employees viewed that customer complaints was very important in the workplace and 50% viewed that a decrease in job performance was second. The survey also revealed that 78% of employees viewed that the negative use of social media played an important part which will be considered by management. The study answered that 55% of employees viewed blocking or not blocking access to social media was not very important at all. This is contradictory. Clearly this indicates either the employees did not understand the question regarding blockage or they did not care since it was the last question of the survey and wanted to mark an answer. The finding will allow the District Clerks Office to make a determination on if using social mediums in the workplace shall continue. Recommendations 46 From the findings of this research study and the review of related research studies, several recommendations were developed for the Clerks Office. All variables ranked high among employees. Social media is currently not used for business purposes. Accessing social mediums in the workplace for personal use is a privilege not a right. The study indicates that the use of social mediums should be blocked in the workplace in order to increase job performance

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and decrease customer complaints. The negative use of social media could be detrimental to the Clerks Office, the Clerk of Court, and Travis County. When and if job performance increases and customer complaints have decreased, management could look at slowly bringing access back. Even though employees can access social media on their cellular phones, a policy should be put in place that employees are only allowed to use this device on scheduled breaks. Management is expecting resistance from employees but not allowing social media for personal use should allow a better working environment.

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References Baker, D., Buoni, N., Fee, M., Vitale, C. (2012, March 10). Social networking and its effects on. Retrieved from http://www.neumann.edu/academics/divisions/business

Bernthal, P. and Davis, J. (2012). Service skills in the workplace. Retrieved from http://www.ddiworld.com/DDIWorld/media/whitepapers/ServiceSkillsWorkplace_mg_ddi.pdf?ext=.pdf

Dyer, P. (2011, October 18). Social media in the workplace. Retrieved from http://www.pamorama.net/2011/10/18/social-media-in-the-workplace-infographic/

Fanzilli, F., Steinfield, J. (2012, March 10). Social media sites: employers should block them. Retrieved from http://www.businessweek.com/debateroom/archives/2012/01/social_media_sites_em ployers_should_block_them.html

Gaskell, A. (2011, November 30). Four reasons to allow social media at work. Retrieved from http://www.hrmtoday.com/leadership/employee-communication/four-reasons-toallow-social-media-at-work/

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Gleave, E., Welser, H., Lento, T., and Smith, M. (2009). A conceptual and operational definition of 'social role' in online community. Retrieved from http://www.mendeley.com/research/conceptual-operational-definition-social-role-onlinecommunity/

Gonzalez, A. (2011, November 02). Why it blocking social media sites is futile (and the wrong approach. Retrieved from http://logisticsviewpoints.com/2011/11/02/why-it-blocks-onsocial-media-is-futile-and-the-wrong-approach/

Haimowitz, B. (2011, August). Internet browsing at work? it's a pause that refreshes workers and enhances their productivity, new research finds. Retrieved from http://www.aomonline.org/aom.asp?ID=251&page_ID=224&pr_id=448

Klein, J., Pappas, N., Pruzansky, J. (2010, June 16). When social-networking and the workplace collide . Retrieved from http://www.hreonline.com/HRE/story.jsp?storyId=453891896

Meyer-Gossner, M. (2011, October 17). Study: Social media & workplace? are policies a must..?. Retrieved from http://www.thestrategyweb.com/study-social-media-workplaceare-policies-a-must

Paino, M. (2011, March 18). The impact of social media in the workplace. Retrieved from http://blog.clomedia.com/2011/03/the-impact-of-social-media-in-the-workplace/

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Travis county archives. Austin, Texas. (2012, March 10). Retrieved from http://www.traviscountyhistory.org/

Wasserman, T. (2012, February 21). Facebook profiles accurately predict job performance [study] . Retrieved from http://mashable.com/2012/02/21/facebook-profiles-jobperformance/

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Appendix A 48 Survey Instrument This survey is being conducted in order to determine if employees should use social media in the workplace for personal use more specifically decreases job performance and increases customer complaints. You are not asked to identify yourself, and all responses will be kept confidential and anonymous. It is mandatory that you participate in this survey. Please return the completed survey to the researcher before the end of the work day today. Thank you for your assistance. 1. How important is job performance if social mediums are used in the workplace for personal use? o Very Important o Fairly Important o Neutral o Not Very Important o Not at all Important 2. How important is customer complaints if social mediums are used in the workplace for personal use? o Very Important o Fairly Important o Neutral o Not Very Important o Not at all Important

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3. How important is the use of social mediums in the workplace used for personal use? o Very Important o Fairly Important o Neutral o Not Very Important o Not at all Important 4. How important is blocking or not blocking access to social mediums in the workplace for personal use? o Very Important o Fairly Important o Neutral o Not Very Important o Not at all Important

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Appendix B 49 Time Table of Research Activities Tasks Defined Problem Planned Research Design Planned Survey Prepared Research Proposal Pre-tested Survey Administered Survey Analyzed Data Formulated Conclusion Prepared Report June 15-20 June 23-25 June 26-27 June 28-29 June 30 July 1-August 31 September 1-3 September 1-3 September 4 Timeline

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Appendix C 50 Data Table Survey Frequency Table

Measure Very Important Fairly Important Neutral Not Very Important Not at all Important

Job Performance Customer complaints Negative use Block or not Block Access

20

18

25

10

2 4

31 10

0 3

6 22

1 1

Table 2 Mode of Frequency Measure Job Performance (decrease) Customer Complaints (increase) Negative Use Block or not Block Access Fairly Important Not Very Important 78% 55% Answer Very Important Very Important Percent of Employees 50% 63%

Social Mediums in the Workplace 31

Graph I Frequency of Variables

35 30 25 20 15 10 5 0 Job Customer Negative Use Block or not Performance Complaints Block Access Very Important Fairly Important Neutral Not Very Important Not at all Important

Appendix D 51 Sample Data Calculations Table 3 Population/Sample Size/Confidence Interval

Population Sample Size Confidence Interval

40 40* 5

Based on a 95% Confidence Level. *Based on all employees being present but allow for those employees that are not there