Gossett, L., & Kilker, J. (2006). My job sucks: Examining counterinstitutional web sites as
locations for organizational member voice, dissent, and resistance. Management
Communication Quarterly, 20(1), 63-90.
Using RadioShackSucks.com as a case study, counterinstitutional websites are examined as a means for employee dissent and resistance. The study analyzed and coded the engagement of those who post on the website over the course of the month in order to understand the ways users participate. Findings illustrate potential theories and practical application for the use of voice and resistance outside of an organizations’ formal structures, including acknowledgement that counterinstitutional websites can provide valuable and unique information about areas for improvement. Organizations should reconsider whether a lack of formally recorded dissent means there is none; “open door” policies may not be so open and employees may voice their dissatisfaction in other ways.
This case study highlighted the importance of acknowledging and not stifling dissent messages from employees. Sometimes, complaints are valid data points that illustrate systemic issues that organizations can address, therefore making business processes and employee lives better.
LO2: demonstrate the ability to assess complex organizational environments and achieve communication goals.
LO3: address complex challenges by collaboratively leading teams across disciplines, distance, and sectors.
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