近年來，隨著網路和智慧型手機普及化，即時通訊軟體的使用率也年年攀升，許多企業也因此改用即時通訊軟體來做為溝通媒介，然而一體兩面，即時通訊軟體產生所帶來的問題也跟著浮出水面。員工對於即時通訊軟體的看法，會影響員工溝通中所產生的滿意度以及有效性，進而影響他(她)們工作中的做法。本研究主要探討員工在工作中使用即時通訊軟體的情況下，他(她)們所產生的認知、工作負荷以及與目前工作的相容性對於員工在工作中的溝通效能的影響，並瞭解是否真的能夠有效提升員工工作績效。
本研究主要研究對象為目前有使用即時通訊軟體在工作上溝通者，並且透過網路發送問卷的型式進行調查，總共收回891份問卷，扣除無效問卷296份，有效問卷有595份，占收回問卷的66.77%。個人基本資料部分採用統計軟體SPSS 17.0進行分析，而結構方程模式則採用統計軟體Smart PLS 2.8.1進行分析。研究結果發現：一、員工的認知有用性、認知易用性、使用即時通訊軟體產生的工作負荷以及即時通訊軟體與目前工作的相容性皆會影響員工的溝通滿意度，並且也會影響他(她)們的工作績效。二、員工的認知有用性、認知易用性以及與目前工作的相容性皆會影響員工的溝通有效性，並且能夠提升工作績效。三、當員工認為使用即時通訊軟體產生工作負荷增加時，會對溝通產生排斥，造成溝通滿意度降低，因此主管應制定相關規範來避免員工因即時通訊軟體而產生工作負荷。四、當員工在溝通的過程中有高度的溝通滿意度時，產生衝突的機率會降低，能夠提升組織成員彼此之間的人際關係，他(她)們會更願意幫助其他組織成員，並且在個人任務績效表現上也更佳。最後，本研究根據統計資料分析提出管理意涵，以及研究限制，並給予建議，期盼對於使用即時通訊軟體的相關議題有所貢獻。

Since instant messaging is fast to transfer the information and easy to use, so many companies trying to use instant messaging to replace the traditional communication tools. However, some strengths aren't always advantages. When the employees are using instant messaging in the work, they might feel their loading is more than before, and they are also forced to receive the information after work. Employees' perceptions of instant messaging can affect their satisfaction and effectiveness in communication and also affects their practices.
This study was conducted by an online survey from 891 samples those whom are using instant messaging as the regular communication at their work. There are 595 validated samples (66.77%) and the data were applied by SPSS 17.0 to the background data analysis, and Smart PLS 2.8.1 to the hypothesis structural equation modeling examine in respectively.
The results of this study shows: (1) in relation to perceived usefulness, perceived ease of use, workload and the compatibility after applying instant messaging with current work does directly affect communication satisfaction and as well as job performance. (2) in relation to perceived usefulness, perceived ease of use and compatibility after applying instant messaging with current work can directly affect communication effectiveness and also affect their job performance. (3) a negative correlation between workload and communication satisfaction from instant messaging application. (4) the higher communication satisfaction, the less communication confliction, moreover, the higher communication satisfaction, the higher improvement to the work relationship.

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