Much of the research on media use in organizations has tended to focus on the use of one medium in isolation from the other media in the organization. Yet the proliferation of communication technologies, especially Internet-based technologies, combined with work configurations such as hybrids of virtual and co-located work, has made it more likely that organizational members will use multiple media, in various combinations, to communicate. This study of a regional facilities group in a Fortune 500 company explores how the use of both single and multiple media in a hybrid work configuration can facilitate a variety of rich and complex interactions. Focusing on the conversation as the unit of analysis, we found that organizational members used single and multiple media to support individual as well as concurrent interactions. We propose the notion of conversational scaffolding to describe how organizational members engaged with various media alone and in combination to accomplish both individual and concurrent conversations.
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