User Experience on Internal Social Media Platform

This thesis was commissioned by Osuuskauppa Hämeenmaa. The study aims to track user experience and feedback of Workplace by Facebook, an internal social media platform the company began using in early 2019. The purpose is to suggest solutions for improved user experience, which would eventually result in improved internal communication and employee engagement company-wide. The study attempts to answer the research question: “How have the users of Workplace by Facebook responded to the platform?” The theoretical part of the study comprises literary material related to internal communication in the modern work environment, and the role and advantages of social media in working life. Additionally, this part includes a general introduction of the commissioner as well as their current methods of internal communication. The theoretical part had an important role in defining survey questions and later development points. The empirical part was conducted as an online survey. Although the main research approach was quantitative, the study used open questions to enrich the findings with the qualitative research method. Total 87 users replied to a semi-structured questionnaire survey in October 2019. The results of the study show that the Osuuskauppa Hämeenmaa personnel were generally happy with the improved communication. The employees valued the information and instructions published on the platform, and felt that they were more informed about their work than before. They wished that all of their team members would use the platform, to improve communication. The users had faced challenges with the application’s functionalities, such as password and login. Based on the conclusions, an internal social media strategy was recommended to Osuuskauppa Hämeenmaa