New information technologies and informality: comparing organizational information flows using the CSM
by Leah A. Lievrouw, T. Andrew Finn
International Journal of Technology Management (IJTM), Vol. 11, No. 1/2, 1996

Abstract: Information flows are exceedingly contingent, situation-bound, and dependent on the perceptions and complex relationships among the people involved. Yet, historically, analysts have characterized organizational information flows in simple dichotomous terms: task vs. social, downward vs. upward, message vs. feedback, routine vs. innovative. One of the most durable of these dichotomies has been 'formal' vs. 'informal'. Although these terms are sometimes used to denote the style of the message or its organizational origins, most of the time information exchange is considered formal or informal depending on which channels are used. 'Formal' exchanges employ documented information that is distributed in a one-way, hierarchical manner. 'Informal' exchanges involve interpersonal interactions that leave little or no permanent record (e.g., face-to-face or telephone conversations). In this paper we argue that the notion of formal vs. informal information flows is not just a matter of channel or technology choice. Information exchange can be better understood in terms of how individuals perceive six key factors or elements of the Communication Situations Model (CSM), a framework for analyzing and understanding communication in technology-intensive environments and the corresponding patterns of information flows in those contexts. The main elements of the CSM are described (culture, relationships, content, temporality, involvement, and control), and 'formal' and 'informal' information flows are compared in terms of all six factors. The paper concludes with a discussion of the implications of increased reliance on new information technologies in organizations, and of the trend toward informal styles of information exchange that characterizes such information environments.

Online publication date: Fri, 22-May-2009

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