Organizational change: a study of the integrated customer support system at United States Transportation Command

Abstract

Open communication and organizational trust are important factors in the context of organizational technology change. Although previous research has addressed the relationship between technology change and open communication, and issues concerning organizational trust and open communication, few investigations adequately address the interplay between all factors simultaneously. The relationship between perceptions of organizational trust and communication, as well as other organizational variables, were examined within the context of significant technology change in a division of a large federal agency. Perceptions of open communication during technology change were predicted from the organizational variables. The results show that organizational trust, supervisory leadership style, workgroup cohesion, and acceptance of change were significant predictors for open communication. Results support the contention that, if issues and concerns related to open communication and organizational trust are neglected, particularly in times of change, they may undermine efforts that would otherwise facilitate a smooth transition. Identifying the importance of these relationships for the division allows management to concentrate on areas most likely to enhance the transition process as the organization undergoes technology change.