Factors affecting videoconferencing utilization and usage in a social-services organization

Abstract

Videoconferencing technology utilization has increased because of globalization and travel security concerns. Yet in spite of government mandates, there are inconsistent levels of videoconferencing utilization and usability experienced within southern California social services organizations. This correlational study applied the unified theory of acceptance and use of technology (UTAUT) to a new setting in a social services organization to examine the relationship of any and more frequent videoconferencing utilization to four predominant factors from the UTAUT model: (a) performance expectancy, (b) effort expectancy, (c) social influence, and (d) facilitating conditions. A quantitative cross-sectional survey design was used. Data were collected from 122 employees of the Los Angeles County Department of Social Services. The results indicated a significant relationship between all four factors and videoconferencing utilization, with performance expectancy and valuing videoconferencing for communication and collaboration being the best predictors of reported utilization in multiple regressions. Performance expectancy for using videoconferencing technology was reported as a positive factor that commonly affects videoconferencing use, whereas effort expectancy was reported as a common factor hindering use. Facilitating conditions were reported both as common positive and hindering factors that affect use. More specific measures of videoconferencing utilization may help to more clearly define factors that lead to videoconferencing utilization. Further research should extend the study to all Los Angeles County departments and use mixed methods and a concerns-based adoption model to evaluate factors related to videoconferencing utilization.