Using whatsapp in organizational communication: a research for call center employees

The aim of this study is to reveal why and for what needs call center employees prefer WhatsApp, one of the messaging applications, and to examine what these preferences are in the context of organizational communication. In this study, the usage practices of the WhatsApp application within the framework of intra-organizational communication are questioned and the importance of WhatsApp, which is a communication channel, for call center employees is tried to be revealed. In the study, semi-structured interviews were conducted with 53 call center employees working in two different call centers in Erzurum. The obtained data were coded with Maxoda 2022 program and analyzed by descriptive analysis method. As a result of the analysis, 3 main themes emerged as the communicative value of WhatsApp, its value in terms of work-related processes, and its value in terms of socialization in the business environment. As a result of the study, findings have been obtained that WhatsApp is used as an important communication tool in meeting the needs such as instant and fast communication, organization and planning, information and communication, chat and entertainment, and data sharing. .In the study, these findings are discussed in the context of organizational communication, the purpose of WhatsApp among employees has been opened to discussion.