The document discusses organizational culture, beginning with a quote from the CEO of Zappos emphasizing that they view culture as their top priority. It then provides links to a video and news article about Zappos' culture. The document explains that culture emerges from human interaction and is sustained through language, stories, and symbols. It posits that culture can be viewed as something an organization has or something an organization is. The document concludes by discussing how social media can impact and communicate organizational culture, using Zappos' 10 core values as an example.

1. Organizational Culture
Watch this video!
http://www.youtube.com/watch?v=tnOxvbGOTbM
Class lecture for CGT581 Social Media in the Workplace,
Spring 2010, Purdue University
Dr. V @mihaela_v

2. “So for us, at Zappos, we
really view culture as our
No. 1 priority. We decided
that if we get the culture
right, most of the stuff,
like building a brand
around delivering the very
best customer service,
will just take care of
itself.”
NY Times interview
http://www.nytimes.com/2010/01/10/
business/10corner.html
Tony Hsieh
C.E.O., Zappos
@Zappos

3. Is culture something an organization
HAS,
or something an organization
IS?

4. Culture as variable Culture as root
metaphor
• Culture: one of many
• Organization = Culture
variables in the system
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

5. What is culture?
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

6. What is culture?
• System of shared symbols, meanings, social
norms, patterns of action, modes of
interpreting information, beliefs, values,
ideals.
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

7. What is culture?
• System of shared symbols, meanings, social
norms, patterns of action, modes of
interpreting information, beliefs, values,
ideals.
• “master contract:”
• self image
• rules & norms
• beliefs & actions
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

8. Where does culture come from?
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

9. Where does culture come from?
• Culture emerges out of interpersonal
interaction
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

10. Where does culture come from?
• Culture emerges out of interpersonal
interaction
• Culture provides the context for further
interpersonal interaction
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

11. Where does culture come from?
• Culture emerges out of interpersonal
interaction
• Culture provides the context for further
interpersonal interaction
• Culture is created and sustained through
human interaction
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

12. Where does culture come from?
• Culture emerges out of interpersonal
interaction
• Culture provides the context for further
interpersonal interaction
• Culture is created and sustained through
human interaction
• > Language & symbols !!!
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

13. Understanding organizational culture
• Language • Stories
• Naming • Myths
• Attention • Rituals
• Symbols • Themes
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

14. Social Media & Org. Culture
• Fit
• Attitude towards: innovation, technology
• How will SM change org. culture?
• How can org. culture be communicated in
SM?
Smircich, L. (1983). Concepts of Culture and
Organizational Analysis. Administrative Science
Quarterly, 28(3), 339-358.

15. Case study: Zappos
1. Deliver WOW through service
2. Embrace & drive change
3. Create fund & a little weirdness
4. Be adventurous, creative & open-
minded
5. Pursue growth & learning
6. Build open & honest relationships
with communication
7. Build a positive team & company spirit
8. Do more with less
9. Be passionate & determined http://jeffbullas.com/2009/12/20/how-does-
social-media-help-deliver-on-zappos-10-
10. Be humble core-company-values/