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Information Richness. A New Approach to Managerial Behavior and Organization Design
Abstract
This paper introduces the concept of information richness, and proposes three models of information processing. The models describe (1) manager information behavior, (2) organizational mechanisms for coping with equivocality from the environment, and (3) organizational mechanisms for internal coordination. Concepts developed by Weick (1979) and Galbraith (1973) are integrated into two information tasks: equivocality reduction and the processing of a sufficient amount of information. The premise of this paper is that the accomplishment of these information tasks and the ultimate success of the organization are related to the balance of information richness used in the organization.
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“according to Daft and Lengel’s (1984) media richness theory, media Daft and Lengel (1984), mediums differ in their capability to transmit information with while face-to-face communication being the richest medium.”
From Impact of Synchronous and Asynchronous Settings of Online Teaching and Learning in Higher Education on Students' Learning Experience During COVID-19 (2021) · cites this paper as Daft and Lengel, 1984
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Windsperger, J., & Gorovaia, N. (2011) · Journal of Management & Governance · doi:10.1007/s10997-009-9126-5 · Cited by 39
“2 Literature Review 3 Research on information and knowledge transfer in organization started with the information richness theory in the 1980s (Daft and Macintosh 1981; Daft and Lengel 1984, 1986; Trevino et al. 1987; Daft et al. 1987; Russ et al. 1990; Sheer and Chen 2004).”
BackgroundThe process of organizational communication: a model and field study
Te’eni, D., Sagie, A., Schwartz, D. G., Zaidman, N., & Amichai‐Hamburger, Y. (2001) · IEEE Transactions on Professional Communication · doi:10.1109/47.911129 · Cited by 44
“Media richness theory [9], [28] classifies these media according to level of interactivity, number of channels supported, capacity to transmit high-variety languages, and ability to personalize messages.”
BackgroundTurner, D. (2010) · Journal of Documentation · doi:10.1108/00220411011038458 · Cited by 42
Media Richness and Social Norms in the Choice to Attend Lectures or to Watch them Online
Bassili, J. N. (2008) · Journal of educational multimedia and hypermedia · Cited by 40
The roles of media capabilities of smartphone-based SNS in developing social capital
Choi, S. (2018) · Behaviour and Information Technology · doi:10.1080/0144929x.2018.1546903 · Cited by 44
“…to carry social cues needed to develop interpersonal relationships, proposing key concepts that evaluate the media capabilities such as media richness (Daft and Lengel 1984, 1986; Daft, Lengel, and Tre-vino 1987) and social presence (Animesh et al. 2011; Short, Williams, and Christie 1976).”
BackgroundMethodInfluentialThe interaction effects of familiarity, breadth and media usage on web browsing experience
Chen, V., Lin, C., Yen, D. C., & Linn, K. P. (2011) · Computers in Human Behavior · doi:10.1016/j.chb.2011.06.008 · Cited by 42
Can a lean e-mail medium be used for rich communication? A psychological perspective
Huang, W., Watson, R. T., & Wei, K. (1998) · European Journal of Information Systems · doi:10.1038/sj.ejis.3000302 · Cited by 42
Coordination in Large Scale Software Development
Kraut, R. E., & Streeter, L. A. (1990) · Defense Technical Information Center (DTIC) · doi:10.21236/ada234898 · Cited by 43
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Sanford, A. A. (2010) · Communication Studies · doi:10.1080/10510974.2010.514676 · Cited by 42
“Media Richness Theory, initially articulated by Daft and Lengel ( 1984 ), concluded that written media were preferred for unequivocal messages while face-to-face media were preferred for messages containing equivocality.”
Wirtz, B. W., & Langer, P. F. (2016) · Public Organization Review · doi:10.1007/s11115-016-0356-0 · Cited by 41
“Other channels such as postal mail, lack the ability to handle multiple information queues simultaneously, to facilitate rapid feedback, to establish a personal focus and to utilize natural language (Daft and Lengel 1984; 1986).”
BackgroundChen, L., Hsieh, J. J. P.-A., Rai, A., & Xu, S. X. (2021) · MIS Quarterly · doi:10.2139/ssrn.3760129 · Cited by 52
O'Kane, P. M., & Hargie, O. D. W. (2006) · Interacting with Computers · doi:10.1016/j.intcom.2006.07.008 · Cited by 41
“Media richness classifies mediums in relation to the availability and speed of feedback, the ability to communicate simultaneously, the use of language, and the capacity to transmit effective components of the communication (Daft and Lengel, 1984; Suh, 1999).”
BackgroundHas Devolution Increased Democratic Accountability?
Ezzamel, M., Hyndman, N. S., Johnsen, Å., et al. (2004) · Public Money & Management · doi:10.1111/j.1467-9302.2004.00411.x · Cited by 41
Gales, L. M., Porter, P., & Mansour-Cole, D. (1992) · Journal of Engineering and Technology Management · doi:10.1016/0923-4748(92)90020-6 · Cited by 41
Mlaiki, A., Kéfi, H., & Kalika, M. (2012) · Recherches en Sciences de Gestion · doi:10.3917/resg.092.0081 · Cited by 40
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The influence of perceived media richness of marketing channels on online channel usage
Lipowski, M., & Bondos, I. (2018) · Baltic Journal of Management · doi:10.1108/bjm-04-2017-0127 · Cited by 39
“The result of their work was the definition of media richness as the potential information carrying capacity of data as well as the 5-step continuum of information richness serving to explain how information is processed in organisations (Daft and Lengel, 1984; Suh, 1999).”
BackgroundFilho, L. M., & Tan, F. B. (2009) · Pacific Asia Conference on Information Systems · Cited by 40
Antecedents of employee's preference for knowledge-sharing tools
Schwaer, C., Biemann, T., & Voelpel, S. C. (2012) · The International Journal of Human Resource Management · doi:10.1080/09585192.2011.639552 · Cited by 40
“Daft and Lengel's ( 1984 ) information richness (IR) theory holds that highly equivocal tasks call for information-rich media that allow or even encourage a high degree of personal interactions.”
BackgroundIntergroup Contact, Media Exposure, and Racial Attitudes
Ramasubramanian, S. (2012) · Journal of Intercultural Communication Research · doi:10.1080/17475759.2012.707981 · Cited by 40
“Different forms of communication vary in their information-richness in terms of both verbal and non-verbal cues relating to social presence, opportunities for immediate feedback, numbers of modalities involved, and levels of personalization (Daft, 1984; Harwood, 2010; Rice, 1992).”
BackgroundKang, S.-H., Watt, J., & Ala, S. K. (2008) · Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) · doi:10.1109/hicss.2008.95 · Cited by 46
“Daft and Lengel [10,11] propose that a rich medium with a high bandwidth provides many cues, while a lean medium has low cue delivery because of low bandwidth.”
BackgroundDistributed team innovation : a framework for distributed product development
Larsson, T. C., Törlind, P., Karlsson, L., Mabogunje, A., LEIFER, L. J., & Elfström, B.-O. (2003) · Cited by 40
Barry, B., & Watson, M. R. (1996) · Annals of the International Communication Association · doi:10.1080/23808985.1996.11678933 · Cited by 40
Technological or social utility? Unraveling explanations of email, vmail, and fax use
Soe, L. L., & Markus, M. L. (1993) · The Information Society · doi:10.1080/01972243.1993.9960142 · Cited by 40
Hou, T.-Y., Tseng, Y.-C., & Yuan, C. W. (2024) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2024.102775 · Cited by 43
Houser, M. L., Cowan, R. L., & West, D. A. (2007) · Communication Quarterly · doi:10.1080/01463370600998319 · Cited by 39
Cai, S., Jun, M., & Yang, Z. (2006) · Journal of Supply Chain Management · doi:10.1111/j.1745-493x.2006.00014.x · Cited by 39
Della, L. J., Eroğlu, D., Bernhardt, J. M., et al. (2008) · Health Marketing Quarterly · doi:10.1080/07359680802126210 · Cited by 39
“In the 1980 s, they remained critical, decrying its lack of visual cues normally associated with other forms of nonverbal communication (Sproull and Kiesler, 1986 ) and claiming its very nature inhibited message personalization (Daft and Lengel, 1984 ).”
BackgroundThe Effect of the Number of Opinion Seekers and Leaders on Technology Attitudes and Choices
Vishwanath, A. (2006) · Human Communication Research · doi:10.1111/j.1468-2958.2006.00278.x · Cited by 39
Manifestations of interpersonal trust in online interaction
Vishwanath, A. (2004) · New Media & Society · doi:10.1177/1461444804041441 · Cited by 39
Negotiation, Information Technology, and the Problem of the Faceless Other
Nadler, J., & Shestowsky, D. (2005) · Cited by 39
Handbook of Research on Instructional Systems and Technology
Kidd, T. T., & Song, H. (2008) · IGI Global eBooks · doi:10.4018/978-1-59904-865-9 · Cited by 49
Explanation in Information Systems
Hovorka, D. S., Germonprez, M., & Larsen, K. R. T. (2008) · Information Systems Journal · doi:10.1111/j.1365-2575.2007.00271.x · Cited by 42
“Field studies were initially used to determine its validity in an organizational setting (Daft & Lengel, 1984; Trevino et al ., 1987).”
BackgroundMethodInfluentialTime will tell: Ambiguous non-responses on internet relay chat
Rintel, S., Pittam, J., & Mulholland, J. (2003) · Cited by 38
Setlock, L. D., & Fussell, S. R. (2010) · ACM Conference on Computer Supported Cooperative Work (CSCW) · doi:10.1145/1718918.1718979 · Cited by 38
“For example, Daft, Lengel & Trevino’s [8, 9] theory of media richness differentiates tasks along the dimension of “equivocality,” or ambiguity.”
BackgroundAn evaluation of interactive tabletops in elementary mathematics education
Jackson, A., Brummel, B. J., Pollet, C. L., & Greer, D. (2013) · Educational Technology Research and Development · doi:10.1007/s11423-013-9287-4 · Cited by 42
“Further, synchronous CSCL environments are media-rich environments in which face-to-face interactions lead to a shared understanding (Daft and Lengel 1984).”
BackgroundHow social cues shape task coordination and communication
Sauppé, A., & Mutlu, B. (2014) · ACM Conference on Computer Supported Cooperative Work (CSCW) · doi:10.1145/2531602.2531610 · Cited by 38
“, the richness, of cues communicated relative to the system task [9].”
BackgroundMacDonnell, R., O’Neill, T., Kline, T. J. B., & Hambley, L. A. (2009) · The Psychologist-Manager Journal · doi:10.1080/10887150802371773 · Cited by 38
“Interestingly, social presence theory ( Short, Williams, & Christie, 1976 ) and media richness theory ( Daft & Lengel, 1984 ; 1986 ) point to the reduction in nonverbal cues as the primary hindrance to effective virtual communications.”
BackgroundLodhia, S., & Australian, T. (2006) · Cited by 38
A qualitative study and model of the use of e‐mail in organisations
Stevens, G. R., & McElhill, J. (2000) · Internet Research · doi:10.1108/10662240010342531 · Cited by 38
“Seek the meek, seek the just”: Social media and social justice
Schejter, A. M., & Tirosh, N. (2015) · Telecommunications Policy · doi:10.1016/j.telpol.2015.08.002 · Cited by 38
Distributed and Mobile Work - Places, people and technology
Vartiainen, M. A., Hakonen, M., Koivisto, S., Mannonen, P., Nieminen, M. P., Ruohomäki, V., & Vartola, A. (2007) · Cited by 38
Niinimäki, T., Piri, A., & Lassenius, C. (2009) · IEEE International Conference on Global Software Engineering (ICGSE) · doi:10.1109/icgse.2009.23 · Cited by 38
“Media richness theory [3] attributes a single property, richness, to a communication media.”
BackgroundMethodDid task type matter in the use of decision room GSS? A critical review and a meta-analysis
Hwang, M. I. (1998) · Omega · doi:10.1016/s0305-0483(97)00047-9 · Cited by 38
Perceptions of Influence in Managerial Dyads: The Role of Hierarchy, Media, and Tactics
Barry, B., & Bateman, T. S. (1992) · Human Relations · doi:10.1177/001872679204500602 · Cited by 38
The internet as a service channel in the public sector
van Deursen, A. J. A. M., & Pieterson, W. J. (2006) · University of Twente Research Information · Cited by 38
Merrill, N., & Cheshire, C. (2017) · ACM Conference on Computer Supported Cooperative Work (CSCW) · doi:10.1145/2998181.2998286 · Cited by 37
Students’ Media Preferences in Online Learning
Kobayashi, M. (2017) · Turkish Online Journal of Distance Education · doi:10.17718/tojde.328925 · Cited by 37
“The theory suggests that people choose specific media according to levels of uncertainty and equivocality of information (Daft & Lengel, 1984, 1986; Daft, Lengel & Trevino, 1987).”
BackgroundFredriksson, C. (2018) · Journal of Decision System · doi:10.1080/12460125.2018.1459068 · Cited by 35
“Furthermore, with the support of several studies, Daft and Lengel stress that a widely accepted conclusion is that computer-based management information systems (MIS) are not very useful to managers, and that more data does not help to solve problems (Daft & Lengel, 1983).”
BackgroundResultInfluentialComparing Tablet and Virtual Reality Glasses for Watching Nature Tourism Videos
Pasanen, K., Pesonen, J. A., Jamie Murphy, A., Heinonen, J., & Mikkonen, J. (2018) · Springer eBooks · doi:10.1007/978-3-030-05940-8_10 · Cited by 37
Employee Communications and Community: An Exploratory Study
Stein, A. (2006) · Journal of Public Relations Research · doi:10.1207/s1532754xjprr1803_3 · Cited by 37
“The theoretical framework of information richness has been examined from a variety of angles since its initial conception by Daft and Lengel (1984).”
BackgroundMethodInfluentialKunz, A. M., Nescher, T., & Küchler, M. (2010) · International Conference on Cyberworlds (CW) · doi:10.1109/cw.2010.17 · Cited by 37
“This is motivated by the media richness theory [17].”
BackgroundSustained knowledge management by organizational culture
Lemken, B., Kahler, H., & Rittenbruch, M. (2005) · Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences · doi:10.1109/hicss.2000.926701 · Cited by 37
“Especially members who are new to the organization and those not in a central position use the opportunity to promote themselves.”
BackgroundBarber, C. S., & Tîetje, B. C. (2003) · Journal of Retailing and Consumer Services · doi:10.1016/s0969-6989(03)00009-2 · Cited by 37
Organizational Communication in the Information Age: Implications of Computer-Based Systems
Huseman, R. C., & Miles, E. W. (1988) · Journal of Management · doi:10.1177/014920638801400204 · Cited by 37
D’Ambra, J. D., & Rice, R. E. (1994) · IEEE Transactions on Professional Communication · doi:10.1109/47.365170 · Cited by 37
The use of Internet-based communication by people with autism
Benford, P. (2008) · Nottingham ePrints (University of Nottingham) · Cited by 37
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Kirk, J. (2002) · UTS ePRESS (University of Technology Sydney) · Cited by 37
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Christensen, E. W., & Fjermestad, J. L. (1997) · Group Decision and Negotiation · doi:10.1023/a:1008664812184 · Cited by 36
“One explanation for this result is that communication needs in resolving ambiguity may drive the group process in ambiguous tasks (Daft and Lengel 1984).”
BackgroundA comparison of online and offline procurement in B2B markets: results from a large-scale survey
Schoenherr, T., & Mabert, V. A. (2010) · International Journal of Production Research · doi:10.1080/00207540903473359 · Cited by 36
“Information richness theory assesses communication modes according to their information-carrying potential, which can be evaluated based on the immediacy of feedback, the ability to convey multiple social cues, the variety of language it can accommodate, and the ability for personalisation (Daft and Lengel 1984 ).”
BackgroundAMBIGUITY REDUCTION IN NEW PRODUCT DEVELOPMENT PROJECTS
Brun, E. C., & Sætre, A. S. (2008) · International Journal of Innovation Management · doi:10.1142/s1363919608002126 · Cited by 36
“In spite of certain differences in the definition of ambiguity, the perspectives set forth by Daft and Lengel (1984; 1986), Weick (1995) and March (1994) align rather nicely regarding the difference between uncertainty and equivocality.”
BackgroundMaterialism and Idealism in Organizational Research
Adler, P. S., & Borys, B. (1993) · Organization Studies · doi:10.1177/017084069301400503 · Cited by 36
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“In general, computer-mediated typed conversations are not necessarily less intimate and emotional as Social Presence Theory (Short et al., 1976) and Media Richness Theory (Daft and Lengel, 1984) imply.”
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“MRT distinguishes various forms of communication media by their extent of richness namely: the quality of the feedback provided by the media, communication modes, level of personal detachment of messages; and diversity of languages of communication (Daft & Lengel, 1984; Mandal & McQueen, 2012).”
BackgroundInfluentialMoes, A., & van Vliet, H. (2017) · Heliyon · doi:10.1016/j.heliyon.2017.e00336 · Cited by 35
“According to MRT, the following characteristics define whether a medium is rich or poor (Daft and Lengel, 1984):”
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“, [15, 16]) suggests that transmission of information that is equivocal, uncertain, or complex is better accomplished through the use of richer media such as face-to-face communications.”
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“The study uses media richness theory ( Daft and Lengel, 1984”
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“Channel capacity relates to the potential to transmit a high level of cues (Daft & Lengel, 1984) and adaptiveness reflects the ability to adapt a message to a particular receiver (Te’eni, 2001).”
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“Face-to-face interaction is often less about communicating tacit knowledge and more about building trust and increasing the “media richness” of the interaction ( Daft and Lengel, 1984”
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Susman, G. I., & Ray, J. M. (1999) · Journal of Engineering and Technology Management · doi:10.1016/s0923-4748(99)00010-7 · Cited by 35
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“This also relates to the notion of media choice and task-technology fit, which states that a user’s behavioral intention is closely related to whether or not the technology fits the intended activities (Bouwman and van de Wijngaert, 2009; Daft and Lengel, 1984; Goodhue and Thompson, 1995).”
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Alvarez, H. L. (2006) · RePub (Erasmus University Rotterdam) · Cited by 34
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“, video conferencing, face-to-face communication) for more ambivalent information exchange (Daft and Lengel, 1984; Walther 1992; Walther, 1995).”
Background
Metadata
- Authors
- Daft, R. L., & Lengel, R. H.
- Affiliations
- Texas A&M University (US)
- Publisher
- Defense Technical Information Center
- Published
- 1983-05-01
- OpenAlex
- W1678916964
- Semantic Scholar
- aebced7c062997106dc3a180ccc6782639c23782
- Cited by
- 2,263
- References
- 0
- Citations by year
- 2026: 20 · 2025: 25 · 2024: 67 · 2023: 33 · 2022: 55 · 2021: 48 · 2020: 46 · 2019: 58 · 2018: 50 · 2017: 70 · 2016: 80 · 2015: 87 · 2014: 98 · 2013: 112 · 2012: 145
- Type
- report
- Language
- en
- Open access
- closed
- Locations
- Defense Technical Information Center (DTIC) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Management and Organizational Studies
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Management Theory and Practice
- Social Sciences › Business, Management and Accounting › Management Information Systems › Information Systems Theories and Implementation
- Keywords
- information richness, organizational design, internal coordination, information processing model, organizational mechanisms, organizational success
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