Global Tool, Local Norms:

Overview

This project explores how the values embedded within modern workplace communication tools, like Slack, shape communication norms and practices of a diverse user base. In particular, the focus was on Japanese and American users, two user groups known to have different communication norms and part of Slack's top market.

Through a value sensitive design analysis of Slack, showing how it embeds Western values of productivity, communication, and goal-completetion. Then through an online survey in the US (n=29) and Japan (n=25) followed by semi-structured interviews (US: n=11, JPN: n=10), our findings reveal distinct emergent practices to navigate Slack's limitations reflective of cultural norms.

This research is aimed at understanding how users' cultural norms, which shapes their communication styles, intersects with a tool's embedded values.

Problem Statement

Workplace communication tools, like Slack or Microsoft Teams, are workhouses of modern office productivity. They provide instant messaging (IM) functionality and support varied features. However, these tools, like most modern technology, was developed in the US or by Westerners. Technology is inherently cultural: designers make assumptions about user behavior and goals based on their own backgrounds.

We sought to study this potential mismatch or friction with two distinct cultural groups: Japanese users and American users. These two are known for their stark cultural differences, particularly regarding communication style, emphasis on personal goals and efficiency, and privacy attitudes. Americans are often seen as low-context communicators, conveying messages explicitly and directly; Japanesese, commonly characterized as high-context communicators, tend to rely on the use of nonverbal cues and subtle contextual reading. As such, we sought to answer the following questions:

Research Approach

Our methodology combined multiple research methods to gain comprehensive insights:

• A value sensitive design (VSD) analysis of Slack's platform , including its UI and official company blog posts
• An survey with American and Japanese workers to probe at cultural communication norms
• Statistical analysis on survey results
• Semi-structured interviews with native American and native Japanese users
• Thematic analysis on interviews to identify cultural asymmetries in communication

Key Findings

• Slack embeds values of productivity, directness, individuality, and flat hierarchies in communication, values typically aligned with Western values.
• Our survey ultimately shows how more Japanese than American respondents were conscious of the tone and language of a Slack message, used different applications depending on their relationship with the coworker, and frequently messaged in public channels.
• Four key themes from thematic analysis on our interviews:
  • Slack as a productivity work tool: Both groups view Slack as a tool to enhance productivity but had differing reasons for valuing in-person meetings
  • Message construction and interpretation: Japanese users paid close attention to the politeness and formality of messages whereas US participants were casual and direct
  • Information sharing: Japanese users adopted new norms, sharing all information in public Slack channels, while American users typically messaged in direct messages, keeping information private and only including those that could help further progress (or their goals)
  • Coworker relationship management: Japanese respondents used different IM tools (like LINE) to manage closer coworker relationships whereas Americans frequently sent casual, non-work related messages over Slack

Impact & Outcomes

The research has contributed to both academic knowledge and practical design guidelines:

• Submitted findings to an academic conference
• Design implications to inform future workplace communication tool design
• Design implications for companies when incorporating a new workplace tool