An instrument to Measure the Use of Electronic Communication Channels with MTAM

The effectiveness of communication is very crucial in ensuring the goals of an organization’s are achieved and thus in this context communication channels play a significant role. Due to issues of internal communication effectiveness, a study was conducted in an organization to find major problems and opportunities in communication. MTAM, an adaptation of the Technology Acceptance Model (TAM) was used to understand and determine the effectiveness of electronic communication channels in an organization. Based on the model, a set of questionnaires were developed and distributed to staffs of the organization. The questions were adapted or adopted from previous studies. Some of the questions were also customised to suit the requirements of the organization. Empirical analysis on the results clearly indicated that all constructs have significant influences on the dependent variable and the model is statistically a valid basis for the study. The findings of this research will contribute towards the theory and practical refinement of TAM and communication through electronic means. A mobile application will be developed based on the findings, with the goal of having more effective internal communication within the organization.