企業使用電腦中介傳播 (Computer-mediated communication) 有許多的負面效果。例如，由於即時通訊具有過濾線索特性，因此在溝通時不但容易導致誤會，也有許多人會利用此特性來欺騙他人。另外，溝通雙方對於使用即時通訊的思維或習慣不同，也容易導致衝突。對此，與資訊科技相關的理論指出，這些結果可能是受到電腦媒介科技特性的影響，或是人們使用電腦中介傳播的意圖 (intended) 或思維框架 (Frames of reference) 差異所導致。這些理論能否詮釋電腦中介傳播負面效果，本研究乃透過質化與量化的研究方法，針對一家企業的即時通訊重度使用者來驗證。並且，本研究進一步調查一般企業對於即時通訊與電子郵件 (Email) 的使用情形。
調查顯示，使用電腦中介傳播會衍生很多的負面效果，而本研究利用科技決定 (Technology Determinism) 、理性意圖 (Rational Actor) 與科技思維框架 (Technological Frames of Reference) 等理論來交互檢驗、辯證這些負面效果發生的原因，得到了豐富的證據。其結論指出，電腦中介傳播負面效果會受到電腦媒介科技特性 (科技因素) 、人們對於電腦媒介的使用意圖 (人為因素) 、以及人與科技互動時，使用者之間對於資訊科技思維框架差異等因素影響所導致。因此，本研究建議，使用電腦中介傳播溝通的人們，必須要了解電腦媒介的科技特性、傳播者的使用意圖與其思維框架，並且，從思維框架的角度來預防衝突發生，以及主動調整彼此的框架、克服不一致的情形，以改善溝通的績效。篇末並提出企業對於電腦中介傳播管理的具體建議。

There are many negative effects in the use of computer-mediated communication by the enterprise. For example, instant messaging has the characteristic of filtering the clue, hence, it could easily generate misunderstanding during the communication and many people also tend to use this characteristic to cheat others. In addition, conflict might be generated due to different concept or different habit of using instant messaging by the two communication sides. Therefore, theory related to information technology has pointed out that these results might be caused by the computer-mediated technological characteristic, or the differences in intention or frames of reference of people using computer-mediated communication. However, “Can these theories explain the negative effects of computer-mediated communication?” will be examined through an inspection of heavy user of instant messaging in one enterprise in this study through qualitative and quantitative research method. Moreover, this study further investigates the use of instant messaging and email in normal enterprise.
According to a survey, the use of computer-mediated communication will generate many negative effects. In this study, Technology Determinism, Rational Actor and Technological Frames of Reference are used to cross-test and cross-argue the causes for the occurrence of these negative effects, and rich evidences are obtained. It is pointed out in the conclusion that the negative effect of computer-mediated communication will be affected by the technological characteristic of computer-mediated communication (technological factor), people’s intention of using the computer-mediated communication (human factor) malignantly as well as the difference of frames of reference from the users on the information technology during the mutual interaction between human and technology. Therefore, it is suggested by this study that people using computer-mediated communication must understand the technology characteristic of computer-mediated communication, possible utilization intention and the frames of reference of the user; moreover, the conflict should be avoided through the viewpoint of frames of reference, and the frames of reference of each other should be adjusted aggressively and inconsistency should be surmounted so as to improve the efficiency of communication. At the end of this study, solid suggestions for the management of computer-mediated communication by the enterprise will be proposed.

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