Optimising e-mail communication : the impact of seminar-and computer-based training
Jackson, Thomas W. and Lichtenstein, Sharman 2011, Optimising e-mail communication : the impact of seminar-and computer-based training, International journal of internet and enterprise management, vol. 7, no. 2, pp. 197-216.
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Optimising e-mail communication : the impact of seminar-and computer-based training
Employees continue to report multifarious e-mail concerns ('e-mail defects') including ambiguous unclear messages, e-mail overload, security and privacy issues, and e-mail interruptions. These defects have an effect on employee efficiency and effectiveness. This paper explores the importance of identifying e-mail defects and the effectiveness of training employees in efficient use of e-mail at four UK organisations, using Seminar-Based Training (SBT) and Computer-Based Training (CBT) delivery modes. The findings suggest that SBT has a diminishing impact over a very short period of time, but a combined approach of SBT and CBT is more effective and provides better results.
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eng
Field of Research
080609 Information Systems Management
Socio Economic Objective
890399 Information Services not elsewhere classified
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