Improving the Response Time of Online Letter Management Application Users: an Application of Social Representation Theory of Shame

Abstract

One of the most important and potential problems encountered in an official online letter management application is the late response of the recipients. This action research aims to improve the recipients’ response time, and determine the central core of shyness according to response time categories: less than 24 hours (green zone); between 24 hours to 48 hours (orange zone); and more than 48 hours (red zone) in managing formal online letter management system at Jambi University. Using the social representation theory of shyness as the basis of action (adopted from Moscovici (1984)), it is hypothesized that response time displaying will have an impact on response time improvement. Through a survey questionnaire distributed to 129 respondents, the results showed that there was a significant improvement in the participants’ response time respectively in cycles 1 and 2. The percentage for the green zone group increased from 22.44% to 52.49 % in the first cycle, and it ultimately raised to 62.38% at the end of second cycle. Such an increase might be due to the users’ efforts to avoid level of shyness which were classified into: (1) slow to respond and (2) personal or work unit late response time – both marked in red. It is recommended that the use of social shyness incorporated in improving response time in a formal online letter can be further implemented with other social and psychological parameters.

The Social Representation of IT Governance: The Standpoint of IT Professionals

“…The Vergès' quadrant framework complements rather than replaces Moscovici's seminal theory . It is based in a statistical process that calculates the percentage of frequency of occurrence of the categories, accompanied by their order of importance, being used to determine the central nucleus -where the categories with the highest ranking in importance and frequency are located -and the peripheral system of the social representation (Marzal, Budiman, Hutabarat, & Kurniawan, 2021).…”