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Email training significantly reduces email defects

Author

Listed:
  • Burgess, Anthony
  • Jackson, Thomas
  • Edwards, Janet

Abstract

Organisations are now becoming aware of the problems associated with email use and are keen to reduce these defects. These email defects relate to the ineffective way that email is used within organisations, and are not only limited to the volume of email that is sent and received, but also the quality of the email content. Email defects lead to inefficiencies within the workplace as employees spend more time dealing with email rather than doing other aspects of their job. This paper firstly examines how email is used within a large organisation and highlights the defects associated with email. The initial results show that these defects affect some groups of employees more than others. The paper also reports on the effectiveness of email training in reducing the defects associated with email use. The results show that some of these defects are related and that training can significantly reduce some of the email defects and improve the way people write emails.

Suggested Citation

  • Burgess, Anthony & Jackson, Thomas & Edwards, Janet, 2005. "Email training significantly reduces email defects," International Journal of Information Management, Elsevier, vol. 25(1), pages 71-83.
    • Handle: RePEc:eee:ininma:v:25:y:2005:i:1:p:71-83
    DOI: 10.1016/j.ijinfomgt.2004.10.004
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    References listed on IDEAS

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    1. Gerardine DeSanctis & Marshall Scott Poole, 1994. "Capturing the Complexity in Advanced Technology Use: Adaptive Structuration Theory," Organization Science, INFORMS, vol. 5(2), pages 121-147, May.
    2. M. Lynne Markus, 1994. "Electronic Mail as the Medium of Managerial Choice," Organization Science, INFORMS, vol. 5(4), pages 502-527, November.
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    Cited by:

    1. Jean-François Stich & Monideepa Tarafdar & Patrick Stacey & Cary L. Cooper, 2019. "E-mail load, workload stress and desired e-mail load: a cybernetic approach," Post-Print hal-01881947, HAL.
    2. repec:dau:papers:123456789/7967 is not listed on IDEAS
    3. Sumecki, David & Chipulu, Maxwell & Ojiako, Udechukwu, 2011. "Email overload: Exploring the moderating role of the perception of email as a ‘business critical’ tool," International Journal of Information Management, Elsevier, vol. 31(5), pages 407-414.
    4. Makarov, Uliana, 2011. "Networking or not working: A model of social procrastination from communication," Journal of Economic Behavior & Organization, Elsevier, vol. 80(3), pages 574-585.
    5. Shivraj Kanungo & Vikas Jain, 2008. "Modeling email use: a case of email system transition," System Dynamics Review, System Dynamics Society, vol. 24(3), pages 299-319, September.

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